Service Consumption domain in the CSDM model
Summarize
Summary of Service Consumption domain in the CSDM model
The Service Consumption domain in the Common Service Data Model (CSDM) enables internal or external consumers to request business services via request catalogs. These catalogs contain business service offerings, which are deployed digital products managed in the Service Delivery domain. Business relationship managers and customer service managers may sell or consume elements of the Service Delivery domain.
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This domain supports Service Portfolio Management (SPM) and Customer Service Management (CSM) by using specific tables that also integrate with Incident and Change Management, helping manage service requests and workflows efficiently.
Key Features
- Business Service [cmdbciservicebusiness]: Represents business services, such as "Manage HR," extending the core service table. Both the core and business service tables currently coexist but may consolidate in the future.
- Business Service Offering [serviceoffering]: Defines service offerings consumers select from catalogs. Each offering links to service instances in the Service Delivery domain and includes service commitments defining availability, scope, pricing, and SLAs.
- Service Catalog [sccatalog]: Contains business service offerings as catalog items for consumer selection, facilitating ordering and management of services.
- Service Portfolio: A hierarchical grouping of business services, products, projects, or applications aligned with strategic business objectives, enabling lifecycle management and organization by capability, geography, or business intent.
Practical Application for ServiceNow Customers
- Consumers can order business services and offerings through request catalogs linked to the Service Consumption domain.
- Configure business service offerings to reflect different service levels, SLAs, and commitments—such as varying desktop support tiers—to meet diverse business needs.
- Use business service offerings to specify service delivery obligations and track which users have access via subscriptions.
- Leverage Service Portfolio Management and Customer Service Management to enhance workflow management and service reporting.
- Represent business services and offerings as catalog items to streamline service availability and consumer access through the service portal.
- Maintain at least one business service offering per operational business service or technology management service to enable SLA tracking at the service level.
Key Outcomes
- Enhanced visibility and control over business services and their offerings throughout the service lifecycle.
- Clear linkage of service commitments and SLAs to specific service offerings, improving service quality and consumer satisfaction.
- Improved consumer experience by providing structured, catalog-based access to business services and offerings.
- Facilitated management of service portfolios aligned with organizational objectives and business capabilities.
Internal or external consumers can request business services through the request catalogs in the Service Consumption domain. The business service offerings in the request catalogs are the deployed digital products in the Service Delivery domain. Business relationship managers and customer service managers might sell or even consume elements of the Service Delivery domain.
Tables in the Service Consumption domain
Tables in the Service Consumption domain are used by Service Portfolio Management and Customer Service Management (CSM). You can select the tables in the Service Consumption domain to use with Incident Management and Change Management.
- The Business Service [cmdb_ci_service_business] table (Service Classification is Business Service) extends the core Service [cmdb_ci_service] table. For example, a service might be "Manage HR".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.
- The Business Service offering [service_offering] table holds the offerings that consumers can select in the catalog. Taken together, the business service offerings make up the business service. In the HR example, offerings might be "Manage Onboarding" and "Manage Interviews". Each offering has a Depends on::Used by relationship with a service instance in the Service Delivery domain.
- Service Catalog [sc_catalog] table. The Service Catalog tables hold the business service offerings that consumers can select.
- Business capability Provided By::Provides Business service
- Service portfolio (reference attribute) Business service
- Business service (reference attribute) Business service offering
- Business service offering Depends on::Used by Service instance
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.
Tables used during the Service Consumption phase of the service life cycle
Business service offerings
Business service offerings (Service Classification is Business Service) 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-on 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 business 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)
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 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 business service offering.