Sell/Consume domain in the CSDM framework
Summarize
Summary of Sell/Consume domain in the CSDM framework
The Sell/Consume domain in the Common Service Data Model (CSDM) framework represents the portfolio of business services that either sell or consume elements from the Manage Technology Management Services domain. It focuses on managing business service offerings that depend on deployed digital products, primarily supporting Service Portfolio Management (SPM) and Customer Service Management (CSM) processes.
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This domain enables business relationship managers, customer service managers, and business consumers to manage and request business services through request catalogs. While use of SPM or CSM products is not mandatory, they facilitate workflow management and service-related reporting.
Key Components and Tables
- Business Service Offering [serviceoffering]: Represents configurable service offerings derived from business services, defining service levels such as availability, scope, pricing, and commitments.
- Business Service [cmdbciservicebusiness]: Extends the core Service table; represents business services associated with business users and business capabilities, often containing multiple service offerings.
- Service Portfolio [spmserviceportfolio]: A non-CMDB table organizing collections of business services, products, projects, or applications into hierarchical groups aligned with strategic business objectives.
Business Service Offerings
Business service offerings are the foundational elements for configuring Service Portfolio Management. They:
- Tailor services by capability, availability, pricing, and packaging.
- Include commitments defining service delivery obligations (e.g., response times, coverage hours).
- Record subscriptions indicating which users have access.
- Are linked to specific business areas and entities where services are delivered.
- Support multiple service levels (e.g., silver and gold desktop support offerings with different SLAs).
It is recommended to configure at least one service offering for each operational business or technology management service. Service offerings can be exposed as catalog items in the Service Catalog, enabling consumers to request services through the service portal.
Business Services
Business services represent services aligned with business users and capabilities, often layered beneath business capabilities. They are mapped to the cmdbciservicebusiness table and can contain multiple service offerings. Business consumers can order these services and related offerings via the request catalog.
Service Portfolios
A service portfolio is a hierarchical grouping of business services, products, projects, or applications, facilitating lifecycle and management as a coherent group. Portfolios can be organized by business objectives, capabilities, organizations, or geography.
Request Catalog and Catalog Items
The request catalog provides a consumer-facing interface for ordering and managing business and technical products, services, and service offerings. Catalog items are individual services or products that users can request, each linked to a specific service offering. These items are presented through the service portal and made available based on user subscriptions or job responsibilities.
Practical Benefits for ServiceNow Customers
- Enables clear management and differentiation of business service offerings with defined service levels and commitments.
- Supports efficient service portfolio management aligning IT services with business objectives.
- Facilitates consumer access to services through request catalogs and tailored service offerings.
- Improves SLA management by associating SLAs with specific service offerings rather than only at process level.
- Integrates with Incident and Change Management processes via selectable domain tables.
The Sell and Consume domain represents the portfolio of business services that may sell or consume elements of the Manage Technology Management Services domain. The Sell/Consume domain involves the tables used by Service Portfolio Management (Service Portfolio Management) and Customer Service Management (CSM). This is the portfolio and request catalog of business service offerings that depend on the deployed digital products.
Typical users are the business relationship manager and the customer service manager. Business consumers can request business services through the request catalog. Catalogs are described in detail in Service Catalog. You're not required to use Service Portfolio Management or CSM to use the referenced tables, but those products enable you to manage workflows and report service-related data.
- Business service offering table [service_offering].
- The Business Service table [cmdb_ci_service_business] extends the core Service table [cmdb_ci_service]. Note:Before the Business Service table was added, all Business Services existed in the Service table. In the future, all Business Services might migrate from core cmdb_ci_service to cmdb_ci_service_business. Until then, both tables operate identically.
- Service portfolio table [spm_service_portfolio]. The Service portfolio table is not a CMDB table.
You can select the tables in the Sell/Consume domain to use with Incident Management and Change Management.
Business service offerings
Business service offerings are the starting point for configuring Service Portfolio Management. Business service offerings inherit from Business Services. Business service offerings consist of one or more service commitments that define the level of service in terms of availability, scope, pricing, and other factors. For example, an organization might offer two levels of desktop support:
- A silver offering of upgrades and virus protection.
- A gold offering with the silver commitments plus a response time guarantee of 30 minutes between the hours of 8:00 a.m. and 5:00 p.m., Monday through Friday.
- Business service offerings tailor the service by capability, availability, pricing, and packaging options. You can use the service offering to set different levels of performance and features for a particular service.
- Business service offering commitments define the agreed-upon service delivery obligations.
- Business service offering subscriptions record which users have access to an offering.
- Business service offerings are the CMDB records that identify the specific business area and the entity where the service is delivered. Some business services and service offerings depend on the service instance.
- Business service offerings are derived from the service and are refined depending on how the parent serves a particular business need.
You can view your business service offerings in the Digital Portfolio Management (DPM).
Business service offerings typically have different service-level agreements (SLAs) depending on their commitments. Without a business service offering, SLAs remain at a process level only. For example, the SLA stays at a P1 incident or a minor change, and doesn't refer to the affected service offering.
You can represent business services and business service offerings as catalog items in the service catalog to make them available for consumers.
Business services
A business service is associated with business users and is typically layered beneath one or more business capabilities. A business service can contain one or more business service offerings.
Business consumers can use the request catalog to order business services, business service offerings, and service commitment levels. Catalogs are described in detail in Service Catalog. Business services are mapped to the [cmdb_ci_service_business] table and are classified as “business services.”
Service portfolios
- Objective (business intent)
- Capability
- Organization (for example, enterprise resource planning [ERP] or financial management)
- Geography (location)
Request catalogs
A request catalog enables consumers to order and manage business and technical products, services, service commitment options, and offerings (for example, the Human Resources [HR] service catalog). Catalogs contain catalog items and are the starting point for consumers to access available services. Catalogs are described in detail in Service Catalog.
Catalog Item
A catalog item is an item or a service that a consumer can request from the catalog. A service can contain multiple catalog items (for example, the employee onboarding catalog). Catalog items are listed on the service portal and are available to the users that need them (either through subscription or job responsibility). Each catalog item is linked to one service offering.