How would you track related Service Offerings, Services, Products, and Product Offerings?
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‎06-02-2023 10:23 AM
Greetings,
I need to allow customers to order services. I would like advice on the best place to store and track the structure within CSM Order Management using CSDM.
Assuming these sample data elements
(1) Workplace Services > (2) Network Account > account service includes (2a) software, (2b) account creation, and (2c) ongoing operations
(1) Communication > (2) Conference Room Video > video service includes several selectable product characteristics
(1) Network > (2) Private Test Network (PTN)> PTN service includes different types of cloud services, each with their own set of product characteristics
(1) Network > (2) Site Survey > survey service includes several selectable product characteristics
Customer Account X will order from list (2) selecting the appropriate characteristics. The order lines can include the (2x) components or they can be included as product characteristics.
Is there an Out-of-box (OOB) association between Services/Service Offerings and Products/Product Offerings that I am missing?
Where is the best place to classify these sample elements?
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‎06-06-2023 05:31 AM
I found this useful article, but it doesn't include product offerings:
Customer Service Management and CSDM tables (servicenow.com)
I found these data model for Order Management articles, but they don't link back to the CSDM:
Data model for Order Management (servicenow.com)
Product catalog data model in Order Management (servicenow.com)
Product catalog and category data model in Order Management (servicenow.com)
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‎06-08-2023 02:54 PM
I should also mention that we are using the newer Order Management plugins only available to CSM since San Diego. The functionality is very different than standard CSM Order.

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‎06-12-2023 05:17 AM
I see many of you requirements related with n/w. I recently worked on similar line but it was OMT - Order Management for Telecom where Product Orders/Service Order was created and then decomposed after approval for fulfillment. Are you looking for similar kind of stuff. In my case it was Telecom Order Management.
Regards
RP