Hi Ted,
I was using a session in K20 to ask something very similar.
the attached picture is something I got from ServiceNow that shows how CSM is integrated to CSDM to support such use cases.
I think that the sold products and install base items entities they show there will only be introduced in Paris. I was trying to find these in my developer instance and could not find it. But maybe I just missed it
with regards to what you wrote on the entities:
- Business Services (WAN Access/Internet Access) - I would agree
- Application Services (Specific bundle of technical services to create offering) - If your customer is providing specific equipment/CI's per customer then I would thing you should have an application service per customer. If this is all shared - then the application service should contain all the CI's that build it up
- Service Offering (Packaged offering containing HW and services) -
you need to look at technical and business service offerings here
- business service offering should include your commitments to the customer. if there are a few levels then build a service offering for each of those, and then have the customer account subscribe to the relevant offering. if you have specific commitments per customer then you would need an offering per customer. these would represent the SLA with the customer.
- technical service offerings - would be more aligned to the internal support organization of the service providers and would define the commitments of these teams to each technical service. these would represent the OLA with the different support teams
- Technical Services (Transmisson Network/Access Network/CPE etc enabling the service delivery)
- CI:s (Protocols used, Equipment, VLAN, VRF, CPE, etc etc)
hope this helps
I build this example for a customer for network services:
