Managed Services PSR

[Joshua Chen FX]

Hello all,

I was wondeering if anyone had examples of PSR for managed services? Company A is selling/offering managed services product B which contains incident management services, problem, change, event, etc.

How would you define the PSR?

[Tom Schnarr · Accepted solution]

We included some definitions for managed services in the Sales and Order Management (SOM) Implementation Essentials Course in Now Learning <see link> such as Device as a Service (and ConferenceRoom aaS).  Generally i advocate that the Managed services elements should be modelled as a Customer Facing Service Specificaiton, create one specification for each of the logical functions - problem, change, event, include the definitions/chars for each.  Then at the product specification layer bundle the selected CFSs in to a 'ITSM(?) managed services' product (or create a product for each and bundle in the Product Offering bundles (available in Q3'24 store release - launching tomorrow). include Product /PO chars for any chars that impact pricing or are customer selectable.  The fulfilment (subflow) of the product (or PO) should integrate to billing, the fulfilment of the CFS should call the orderTasks/functions to create the entitlements such as 'CSM:Customer Contract and Entitlements' (or calls to external applications)

[Joshua Chen FX]

@Tom Schnarr   We were thinking of having a CFS for each of those functions and bundle them under a PS. Glad that we are aligned there!

You touched on entitlements also. We have Account lifecycle events when onboarding customer and were thinking of creating/importing contracts/entitlements here (this is ootb task in the playbook). 

Is it better to have it contract/entitlement created during the OMT fulfilment instead? I'd assume foundational data should be set up before OMT process.

[Tom Schnarr]

That is the great thing about serviceNow we offer you many ways to solve similar problem - it depends upon more specific business requirements.  Are the entitlements sold as part of an order (and is SOM/OM) being used to fulfill the order - then use order mangement to fulfill and create the entitlemnts.  If SOM/OM is not in play, then use ALE to import/manage these elements from the sales/ordering tool.