Service Catalog and its mapping to Service Request Catalog

[Chetna Gupta]

I have a query for you regarding how we should design our catalog items. Below is the way we have implemented service catalog in our organisation. Please advise.

**********Business Service Catalog**********

Business Service ( also name of a team in our organisation) : e.g., Expense to pay

Offering (capability provided by the team above) : e.g., expense management

Business application (any tool or application in organisation without its environment): e.g., chrome river

Application service ( application/tools by environment and or location): e.g., chrome river dev, chrome river prod, chrome river china dev, chrome river china prod

******Business Service Catalog Relationships****

Business service —> contains —> Offering —> depends on —> chrome river dev, chrome river prod, etc. —> depends on —> infrastructure CIs

******Technical Service Catalog*********

Technical Service ( also name of a team in our organisation) : e.g., Hosting

Offering (capability provided by the team above) : e.g., Windows server management

Business application (any tool or application in organisation without its environment): e.g., Tanium

Application service ( application/tools by environment and or location): e.g., Tanium dev, Tanium prod

******Technical Service Catalog Relationships****

Technical service —> contains —> Offering —> depends on —> chrome river dev, chrome river prod, etc. —> depends on —> infrastructure CIs

Technical service —> contains —> group of CIs ( dynamic ci group of all servers/databases)

Below are my questions:

1. Does the above implementation make sense since we are using team names as business and technical services?
2. Anything you see we should change since it might cause trouble going forward?
3. Given the above setup how to we define catalog items that are available for users to use as a self service? Do we reach out to each team and ask for what they would like to add to their request catalog as catalog item ?

[Chetna Gupta]

Hi @AndersBGS ,

Many thanks for the reply. The lemonade stand example is very good but that is all I understood already.

Where I am stuck is how to map the offering to build a service request catalog so that users use it as a self service.

Also, Please give an example of what a business capability would be with example since in the lemonade stand example in your link there was only business service and offerings.

Regards,

Chetna

[AndersBGS]

Hi @Chetna Gupta ,

Please see the CSDM 4.0 and the release notes according to business capability and connections:

https://www.servicenow.com/community/common-service-data-model/it-is-time-csdm-4-0-draft-white-paper...

[Chetna Gupta]

Hi @AndersBGS ,

Many thanks for your response appreciate it.

The lemonade stand example is really simple and easy to understand. I still have an open question of how to setup connection between :

1. Service catalog and Service request catalog.
2. Service catalog and CMDB

Also, please share an example of what is a business capability and is it necessary to set it up in the initial phase? I do not see a mention of service capability in the documentation link above. Please suggest if I missed anything.

Regards,

Chetna