Hi

Perhaps if we start from the basics we can work this together.  Lets imagine we are just talking laptops.

The laptops are sold by you to this customer?  If so, then they go through normal asset creation process (hardware model -> hardware asset).

If the laptops are not sold by you, but the customer still requires you to manage their asset estate, then again they are added as assets.  Both scenarios follow the familiar CSM processes.

In terms of providing a managed service, your example has no reference to internal infrastructure providing service to this customer, or indeed internally.  So my view is it follows the standard CSM path: assets, contracts, entitlements.

CSM only interacts with ITSM when a service is being consumed by the customer.  For example, lets say your company has monitoring software that collects firmware and build information from the laptops, and that service is offered to the customer.  This is where the application service and offerings would come in.

If there is "fresh air" between your company and the customer - standard CSM works.  In myview anyway.

Your task of "Entering Services", to me is simply defining the type of Entitlements.  You don't give examples of these services, lets say Gold, Silver and Bronze.  You can either lock down the Entitlement descriptions with a choice list, or, extend the product model class table to include "Entitlements" (alongside hardware and software), and assign these to Entitlements.

The requirement to install software on the laptop would be presented to the customer as a catalog item in the customer service catalog, for example.  A case is really for exceptions.

My 2c.