Service Definition form

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Service Definition form

    The Service Definition form within the Customer Service Management (CSM) application provides essential information about service definitions offered to customers. This form captures key details that enable effective service management and customer support.

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    Key Features

    • Name: Identifies the service definition.
    • ID: Automatically generated identifier for the service, which must be unique and can include alphanumeric characters and underscores, up to 40 characters long.
    • Table: Specifies the table the service definition applies to, such as the Case table or extended tables.
    • Customer service type: Categorizes the service as Pre-sale, Post-sale, or General, allowing for context-based service display.
    • Playbook record generator: Links a playbook to the service, which agents can use during case handling.
    • Image: Displays an associated image in the service definition card for easier recognition.
    • Order: Determines the display sequence of services; lower values appear first.
    • Active: Toggles the service definition's availability.
    • Use service catalog item: Designates which service definitions launch record producers.
    • Description: Provides additional context about the service definition.
    • Default table field values: Sets automatic values for fields in the target table when a record is created.

    Key Outcomes

    By effectively utilizing the Service Definition form, ServiceNow customers can enhance their service management processes, ensuring that service definitions are well-organized, easily accessible, and aligned with customer needs. This leads to improved service delivery and customer satisfaction.

    In the Customer Service Management (CSM) application, the Service Definition form displays information about a service definition configuration. This information record stores the details about a service that is provided to customers.

    Table 1. Service Definition form
    Field Description
    Number (deprecated) The unique number of the service definition record.
    Note:
    Starting with the Washington DC release, this field has been replaced with the ID field.
    Name The name of the service definition.
    ID The ID of the service definition.
    The system auto-populates the ID field with the name of the service definition and replaces the spaces with underscores. The ID can contain alphanumeric characters and underscores and can be up to 40 characters in length.
    Note:
    The value in this field must be unique.
    Table The table that the service definition is available for, either the Case table or a table that extends the case table.

    For example, if the service is available for the onboarding case type, select the Onboarding Case [sn_onboarding_case] table.
    Customer service type The type of service:
    • Pre-sale
    • Post-sale
    • General

    A service type enables the system to display services based on the context.
    Playbook record generator The playbook record generator associated with the service definition.

    If a service definition has an associated playbook, the agent can use the playbook in a tab on the case record. For more information, see Associate a playbook with a service definition.
    Image The image associated with the service definition.

    Service definitions appear in the case type selector or case task type selector in a card view. The image appears in the card for a service definition along with the name and description.
    Order This value determines the order in which the services are displayed in the case type selector or other workflows. Service definitions with the lowest order value are displayed first. The default value is 100.
    • Service definitions with no order value appear above the ordered service definitions.
    • If one or more service definitions have the same order value, the system displays the service definitions in alphabetical order.
    Active Enables the service definition.
    Use service catalog item This check box enables the admin to specify the service definitions that launch record producers.
    Description The description of the service definition.

    Service definitions appear in the case type selector in a card view. The card includes the name, description, and image for a service definition. Customer service agents can search for services by entering keywords found in the service definition name and description.
    Default table field values One or more fields and default values from the target table (the table that you selected in the Table field). When a record is created for the target table for service definitions, the system uses these values to automatically fill in the record fields.
    After creating and saving a service definition, the following related lists are available on the Service Definition form:
    • Product Service Relationships
    • Catalog Service Relationships
    • Service to Service Relationships
    • Service Definition Category Relationships
    • Reports