ServiceNow Data Model: Product Models, Sold Products, and Install Base

ServiceNow is a versatile platform that offers a comprehensive data model to manage enterprise service processes, including those centered around IT service management, operations, and asset management. A key part of maximizing efficiency with ServiceNow, particularly for businesses, involves understanding how Product Models, Sold Products, and Install Base fit together and serve various business operations.

Product Models

Product Models represent the templates for the types of products your organization can offer. They include essential information like:

• Product name and description
• Model number
• Manufacturer
• Product specifications and attributes

Key Functions:

• Acts as a foundation for catalog offerings in service portals.
• Facilitates the creation and maintenance of product-centric data.
• Serves as a central point ensuring data consistency across products.

Sold Products

Sold Products are instances of products sold or subscribed by customers. They typically reference a specific Product Model with additional data such as:

• Serial number
• Sale date
• Customer details
• Contract terms

Key Functions:

• Captures and manages customer-specific product transactions.
• Provides a record for customer service, support, and entitlement tracking.
• Links sales to contracts and billing systems for processing recurring charges.

Install Base

Install Base refers to all products and services deployed or used by a customer. It describes the current state of the Sold Products in terms of:

• Location
• Status (active, inactive, retired)
• Configuration information

Key Functions:

• Offers a definitive view of customer asset deployments.
• Essential for support operations and incident management.
• Plays a crucial role in planning service upgrades and renewals.

Integration and Interaction

The integration of these data models supports streamlined operations:
– Sold Products are mapped to specific Product Models, and their details feed directly into the Install Base.
– Enables holistic view of customer engagements, from initial sale to ongoing support.
– Facilitates consistent communication across service, sales, and support teams.

Business Model Examples

B2B: MSP Offering Microsoft Support Services

1. Product Models defined for each Microsoft service tier: Standard, Advanced, and Premium Support.
2. Sold Products track each business customer’s subscriptions, detailing terms.
3. Install Base manages deployments (e.g., number of licenses, configurations).

ISV Selling Software Products

1. Product Models for each software suite or app offered.
2. Sold Products document each software sale to businesses and individuals.
3. Install Base records product installations, usage data, and related support packages across diverse client bases.

Conclusion

Understanding and utilizing the ServiceNow data model effectively enables organizations to:

• Deliver enhanced customer service through comprehensive and accurate data retrieval.
• Streamline entitlement tracking, ensuring customers receive only contracted services.
• Improve billing processes, ensuring accurate invoicing based on up-to-date subscription and usage data.
• Support proactive management through clear visibility of the customer’s installed base, leading to quicker issue resolution and more deliberate service planning.

These interactions contribute to more efficient operations, improved customer relationships, and the potential for increased revenue through better managed service lifecycles.