How to differentiate workflow, capability, product and product suits

[major li]

Hi Communities,

Hope you can have a nice weekend. 

When I am reading ServiceNow Capability Map  and Platform Operating Model., I have observed the 4 terms, workflow, capability, product and product suits. Does anyone could share your understanding how would you differentiate and connect these concepts? 

Thank you. 

[GlideFather]

Hi,
in my understanding the 4 terms can be understood as structural levels:

• Product suite
  • it is a collection of products,
  • Example: IT service management, Customer Service Management, ...
• Product
  • is a specific service/offering,
  • Examples: ITSM > Incident, Change, Problem, // CSM > Case management, Customer portal (B2B, B2C)
• Capability
  • a feature of a particular Product
• Workflow
  • it is a pre-defined sequence of steps/actions
  • Example: Onboarding, Incident resolution, Approvals

This would be like a house, going into the floors, then rooms, and eventually to some objects:
House = ITSM, Floor = Change management, Room = Standard change, Object = specific behaviour typical for a process: 1) standard change (skipping approvals), 2) while it would require Approval for Normal or Emergency change.

[major li]

hi @GlideFather ,

thanks for your explanation and vivid metaphor. 

Recently I happen to find a SPM Capabilities Map , which connect capabilities with SPM product suite, together with each product under it w/o workflow. Have you ever happen to se such documents to other product suite?