What is the purpose of CSM Install base?

[e_wilber]

After reviewing Install Base, Sold Products, Installed Products for CSM, I don't understand what the purpose is.

Can anyone shed some light?

Assets and CIs, out of box, can be associated to Accounts and Companies. Even product models can be associated to the account and company.

What is the purpose of the Install Base/Sold Products/Installed Products if these elements can already be defined?

[Pranav Bhagat]

You might find answers in CSDM 3.0

Link

Common Service Data Model (CSDM) 3.0 Is Here

[e_wilber]

Thank you for the link. Although I'll say I am not familiar with CSDM as a whole, I did skim through and try to find any relation to the install base or product tables that are now in the CSM application.

I'm still not sure the use of these tables rather than just assigning assets and products directly to the customer.

[Pranav Bhagat]

This might be helpful

Sold product lets you track products/services that have been sold to a customer. Install Base Item lets you track the deployments/instances for a customer. Installed Products associates a sold product to an install base item to capture which products have been installed on which instances.

Let's consider the product journey from the time it is sold to the time it is deployed for a SaaS product.

1. Customer signs a contract to purchase 'billing service' and 'monitoring service' products, and the contract with the line items goes to the ERP system.
2. At this time we only know what products/services have been sold. They have not yet been deployed/provisioned for the customer. So sold product records would get created for the customer. Agents and customers can already start seeing this information in the workspace/portal
3. Next a prod and dev instance is provisioned for the customer. These are the install base items for the customer
4. Finally the"billing service' and 'monitoring service' applications are installed on dev. After some testing, customer decided to deploy only 'billing service' on production and continue testing 'monitoring service' on dev.

The reason for having these 3 tables with this relationship is to give customer flexibility around what information they track. Some customers may only be tracking install base items but not sold products, while some may have all the entities. This data model lets customers onboard with the data they already have, while moving towards the goal of eventually having the full information.

SOLD PRODUCTS

Billing Service

Monitoring Service

INSTAL BASE ITEM

Boxeo - prod

Boxeo - dev

INSTALLED PRODUCTS
Sold Product	Install Base Item
Billing	Boxeo - prod
Billing	Boxeo - dev
Monitoring	Boxeo - dev

[Allen Andreas]

Hello,

Just to give credit to the original person who posted this 2 years ago: https://community.servicenow.com/community?id=community_question&sys_id=d31720e2dbdc0c50feb1a851ca96...

Thanks