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Business service definition and mapping

Why this is important

Our experience with digital transformation across customers has surfaced a three-stage framework for launching digital business services, regardless of the business line or whether the service customer is an employee, customer, or supplier. Use these resources to establish a system of engagement for digital business services, define clear processes and roles for digital business services, and build insight and integration across digital business services.

Steps covered

1. Establish a system of engagement
2. Convert engagement to action
3. Build insight and integration

Key takeaways

The most important things to know

  • The construction of a digital business service begins with the customer—by developing a system of engagement built around the organization’s most viable digitization use cases.
  • To deliver an outcome to a customer, a digital business service requires a baseline set of defined processes for support and governance and clear roles and responsibilities to support them.
  • You can unlock the full value of digitization with insight. Service and process owners should collaborate to develop performance measures and integrate with related systems.

The payoff of getting this right
With digital business services, you can bring new efficiencies and better decision-making to core business processes across your enterprise.

What you need to get started

Prerequisites
An initial understanding of key enterprise service management (ESM) concepts so you can educate your business partners effectively

When you should start this activity

Either after you’ve established—and realized value from—your initial implementation, when you see opportunities for expansion, or when you find that your organization needs new digital business services

More resources to check out

Success Playbook

How to launch digital business services

Learn three critical steps for launching digital business services in ServiceNow.

On-Demand Webinar

How to launch digital business services

Simplify your digital transformation process.

Success Checklist

Define and map out your business services

Download our step-by-step action plan for delivering digital business services using ServiceNow.

Success Checklist

Implementation readiness checklist: Service Mapping

Prepare to gain visibility into the IT infrastructure that makes up your business services.

Success Playbook

Build organizational support for enterprise services transformation

Learn how to accelerate enterprise adoption of digital business services.

Success Quick Answer

What are services and service offerings?

Learn the difference between services and service offerings, the types of services, and how services relate to each other.

Success Quick Answer

What digital workflows are key to CSM?

Learn what systems are key to digitizing customer workflows when you're serving external customers.