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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

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.

Success Checklist

Define and map out your business services

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

Success Map

Service Mapping

See our resources to help you implement, maintain, and get maximum value from Service Mapping.

Best Practices

Build organizational support for enterprise services transformation

Resources to help you gain support, sponsorship, and adoption of enterprise services transformation.