Configuring service definitions

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Configuring service definitions

    ServiceNow system administrators can configure service definitions to define and manage the services offered to customers. These definitions enable customers to request appropriate services through associated features like case types, playbooks, and catalog items. Proper configuration ensures agents receive the right case types and workflows to support those services efficiently.

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    Key Features

    • Create a service definition: Define the specific service offered to support a product.
    • Associate products with service definitions: Link services to the products they support.
    • Associate case types: Specify the case resolution process relevant to each service.
    • Associate playbooks: Attach step-by-step guidance for resolving cases, including configuring playbook record generator views to facilitate case creation.
    • Configure default field values: Set default values for target table fields to auto-populate new records related to the service.
    • Configure catalog items: Enable end users to request services via catalog items and record producers accessible from the service portal.
    • Configure related services: Establish parent-child relationships between services, such as linking case tasks to case types.
    • Associate service organizations: Link service definitions to the organizations responsible for providing the services.
    • Create and manage service definition categories: Organize service definitions into logical categories for easier management and discovery.
    • Add case types to the Case interceptor: Ensure new case types appear in the Case interceptor UI, allowing agents to create appropriate customer service cases.

    Key Outcomes

    By configuring service definitions effectively, ServiceNow customers can:

    • Provide customers with clear, accurate service requests aligned to their needs.
    • Ensure agents receive the correct case types and guided workflows to resolve cases efficiently.
    • Streamline service request handling through catalog items and record producers.
    • Manage service offerings with organized categories and related service structures.
    • Connect service definitions to responsible organizations for accountability.
    • Enhance the agent experience by making all relevant case types available in the Case interceptor interface.

    Create service definitions for the types of services required to support your products. Associate different features such as case types, playbooks, and record producers with service definitions so that customers can request the services they need and agents can create cases of the right type to support those services.

    System administrators can use the service definitions feature to define the services that are offered to customers and connect those services to products, case types, playbooks, and catalog items.
    Table 1. Service definition configuration tasks
    Task Description
    Create a service definition Create a definition for a service that's offered to support a product.
    Associate a product with a service definition Configure the relationship between a product and service.
    Associate a case type with a service definition A case type defines the case resolution process for a service definition.
    Associate a playbook with a service definition A playbook provides step-by-step guidance for resolving a specific type of case. Defining a playbook record generator view enables case creation for a requested service.
    Configure default field values for a service definition Configure default values for fields in a service definition's target table. When a record is created for this table, the system uses these values to auto populate record fields.
    Configure catalog items for a service definition End users can select a catalog item from the service portal and use the record producer to create the service request.
    Configure related services for a service definition Associate one or more related services with a service definition to create parent-child relationships between service definitions. For example, you can create service definitions for case tasks and associate them with a service definition for a case type.
    Associate service organizations with a service After creating a service definition, you can associate service organizations offering service with a service organization.
    Create a service definition category Create a category for service definitions. You can use these categories to create logical groupings of service definitions.
    Associate service definitions with a category Add service definitions to a category. A category can have one or more associated service definitions and a service definition can belong to multiple categories.
    Add a case type to the Case interceptor In the Core UI, the Case interceptor lists the types of customer service cases that an agent can create. If you create a case type and you want that case type to appear in the Case interceptor, you need to add it to the Case interceptor configuration.