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Service Definaton vs Service organization in CSM ?

jay97
Tera Contributor

yesterday

Hello Team, 

 

I am bit confused about this concept of Service defination and Service Organization  ? 


Could you please explain the real world example to understand it well.


Thank you, 

 

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Marcos Kassak
Kilo Sage
Kilo Sage

yesterday - last edited yesterday

Hi @jay97,

 

Service Definition is basically what the service is, the purpose of the service, type of cases it handles, SLAs and entitlements tied to it... A quick example: At a bank, a Service Definition could be Credit Card Support. It will cover all case types related to credit card issues (activation, lost card, transaction dispute).

 

Service Organization defines who delivers the service, it could be an internal group or an department responsible for supporting that Service Definition. Continuing our bank example, the SO could be Credit Card Operations Team and they are the group assigned for fulfilling the Credit Card Support service definition.

 

More here: https://www.servicenow.com/docs/bundle/zurich-customer-service-management/page/product/customer-serv...

 


✅ If you found my answer helpful or correct in any way, please don't forget to mark it to help future readers! 👍

 

 

Kind regards,


Marcos Kassak
🌟 ServiceNow MVP 2024, 2025
🎯 Certified Technical Architect

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