How to articulate service offering and service mapping / event management

[Zoso]

Hello Community,

Here is my situation:

We are in Kingston and have domain separation, we use service offerings from Portfolio management and use it in the task to identify the affected service (with custom field referencing it).

We usually create a new service offering based on a difference of clocks or in the supporting architecture.

I am trying to start using service mapping and event management properly but I'm struggling to understand how am I supposed to articulate those 3 records (Service offering, the manual service [event] and the Business Service [service mapping]). I understood how the Business Service [Service Mapping] can be used in the Event management module but still don't understand how to apply the logic with the service offering.

I would appreciate any advice on this.

Thank you in advance,

[DaveHertel · Accepted solution]

Hi - In case you haven't seen this:   
    ServiceNow has defined key terms and concepts for modeling in what we call the Common Service Data Model (CSDM).  Download the CSDM white paper here.  

It might help, but this space (all the 'service' terminology and related entities) is challenging.  I just found this whitepaper myself... hope it helps?  

[Zoso]

Thanks Dave, it is a good starting point indeed.

[aleck_lin]

Definitely take a look at the white paper that Dave Hertel gave you, but keep in mind that it is more of a goal that we're heading toward; there are still pieces where it doesn't quite line up perfect. 

As for your question, I would tell you that in the ITOM world, Application Service is what ended up settling on for business services. The nice thing is that it does extend from the Business Service table, so the same way you would have Service Offerings come off of the Business Service table, you can have Service Offerings off of the Application Service table as well. 

Since you're still on Kingston, you currently have automated and manual services still. They do both extend from the Business Service as well, so it's still fine, but keep in mind that Application Service will essentially combine automated and manual in London. 

[christianmalone]

Adding to Aleck’s suggestions- OOTB Service Offerings can be used for requesting services, tracking SLA’s, and assigning user subscription. With that in mind you might consider one offering and one application service per environment which has its own infrastructure and users. Maybe that’s by dev, test, prod or maybe instead or also by region or organization. Anywhere you have different stacks you likely have different users affected.