Hello there!
After a few months away, I'm finally able to turn my attention back to our service and service offering structure, and trying to align with the CSDM v5. However, I have a bit that I'm not sure if things are.. correct.
Our implementation partner handled converting our old ITSM data into ServiceNow ITSM. That previous system had a concept of "systems" rather than services as SN defines them. So the implementer took those systems and loaded them into our "cmdb_ci_service" class for the CMDB. The vast majority of these have a Service Classification of "Application Service," though many have "Technology Management Service" listed. When I click through on these services, I'm presented with buttons that say "Convert to Application Service," and related links to "convert to business service" and "convert to technology management service."
All of the items appear to be in the "Pipeline" phase with a status of "Operational" or "Requirements."
Further, some of the services do have attached offerings. These are in the form of listing our environments - for example, "TEST" or "PROD" versions of the application service.
Now, this is somewhat working for us now - in that when our help desk folks create an incident or service request, they are able to select these services and offerings to indicate the affected system. But it really feels like this runs contrary to the rest of the CSDM, and when I try to properly implement things, I'm going to run into confusion.
This gets back to my initial question: Should there be any CIs at the top level "cmdb_ci_service" if you are following the CSDMv5? I am betting these need to be broken into proper application instances and business applications, and moved out of there.
