ITIL 5 Product & Service Design Builder

Design a complete IT product or service following the ITIL 5 framework — covering all four dimensions of product and service management, the ITIL Value System (VS), the Product & Service Lifecycle Model (PSLM), and a full financial model with CAPEX, OPEX, ROI, and cost showback.

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How to use this tool

Work through the 8 steps in order — each one builds on the previous:

The financial model is fully dynamic — every number you enter in Steps 2–4 feeds automatically into Step 6. The Product & Service Blueprint (Step 8) compiles everything into a printable / exportable document.

Exporting & importing into ITSM platforms

Once your blueprint is complete (Step 8), four export buttons appear in the header:

Relation handling — a flat CSV can only create one table at a time. The ServiceNow Script and Postman Collection both handle full relational import: Business Service → Application CIs → Server CIs → cmdb_rel_ci links → Service Offering → Vendor Contracts → Support Groups, all in the correct dependency order.

ServiceNow — Background Script (recommended)

The fastest way to import everything into ServiceNow in one operation.

What gets created:

Steps:

1. In Step 8, click ↓ ServiceNow Script — a .js file downloads.
2. In your ServiceNow instance, navigate to System Definition › Scripts - Background.
3. Paste the entire script content into the editor.
4. Click Run script.
5. The output log prints each created record with its sys_id. Copy the Business Service sys_id from the last line.
6. Navigate directly to the record: /cmdb_ci_service.do?sys_id=<your_sys_id>.
7. Open the CSDM map to verify all CI relationships: /cmdb_ci_service_auto_list.do?sysparm_query=parent_service=<your_sys_id>.

Permissions required: admin or a role with write access to cmdb_ci_service, cmdb_ci_appl, cmdb_ci_server, cmdb_rel_ci, ast_contract, sys_user_group.

ServiceNow — Import Sets (CSV ZIP)

Use this approach if you prefer a UI-driven import or need to go through a staging table for data governance reasons.

Steps:

1. Click ↓ CSV ZIP and extract the archive. You get:

   • service.csv — the main service record
   • configuration_items.csv — all application and server CIs
   • people_roles.csv — team roles and FTE data
   • suppliers_kpis.csv — vendor contracts and KPI definitions
   • README.txt — import order and field mapping notes

2. Import in this order (respect foreign-key dependencies):

   a. service.csv → cmdb_ci_service

   • Go to System Import Sets › Load Data.
   • Select target table cmdb_ci_service, upload service.csv.
   • Create or reuse a Transform Map: map name, short_description, owned_by, managed_by, business_criticality, operational_status.
   • Run the transform.

   b. configuration_items.csv → cmdb_ci_appl and cmdb_ci_server

   • Filter rows where ci_type = Application → import to cmdb_ci_appl.
   • Filter rows where ci_type = Server → import to cmdb_ci_server.
   • After both imports, create cmdb_rel_ci records manually or via a script to link CIs to the Business Service.

   c. people_roles.csv → sys_user_group

   • Map role → name, headcount / allocation_pct → description.

   d. suppliers_kpis.csv → ast_contract

   • The file contains two sections (Supplier rows then KPI rows, separated by a blank line). Import only the Supplier rows here.
   • KPI rows must be configured manually in Performance Analytics › Indicators.

Tip: Save your Transform Maps after the first import — they are reusable for future blueprint updates.

ServiceNow — Postman Collection

Use the Postman Collection when you want full control over each API call, need to integrate the import into a CI/CD pipeline, or want to inspect and modify the request payloads before sending.

Steps:

1. Click ↓ Postman and import the .json file into Postman (File › Import).
2. Open Collection › Variables and fill in:
   • sn_url → https://YOUR-INSTANCE.service-now.com
   • sn_user → your API user (basic auth)
   • sn_pass → password or API key
3. Run the collection folder 🟢 ServiceNow — Table API using Collection Runner.
4. Keep Run in order checked — each request captures the sys_id from the response and stores it as a collection variable for the next request (relationship chaining).
5. After the run, check the Test Results tab — each request has a 201 Created assertion.

How relationship chaining works:

POST /cmdb_ci_service     → captures svc_sys_id
POST /cmdb_ci_appl        → captures app_0_sys_id
POST /cmdb_rel_ci         → uses {{svc_sys_id}} + {{app_0_sys_id}}
POST /cmdb_ci_server      → captures srv_0_sys_id
POST /cmdb_rel_ci         → uses {{svc_sys_id}} + {{srv_0_sys_id}}
...

BMC Helix — Postman Collection

The same Postman Collection includes a 🔵 BMC Helix — REST API folder.

Steps:

1. In the collection variables, also fill in:
   • bmc_url → https://YOUR-BMC-HOST
   • bmc_user / bmc_pass → your Helix credentials
2. Run the folder 🔵 BMC Helix — REST API.
3. The first request creates a BMC_BusinessService record and captures its ID from the Location response header.
4. Subsequent requests create BMC_ApplicationService CIs linked to the parent service.

BMC Atrium Data Import (ADI) — CSV alternative:

If your organisation uses ADI instead of the REST API:

1. Extract configuration_items.csv from the ZIP.
2. In Helix ITSM, go to CMDB › Data Management › Data Reconciliation › Import Data.
3. Select class BMC_ApplicationService, upload the CSV, map columns to class attributes (Name, Vendor, Status, Description).
4. Repeat for BMC_BusinessService using service.csv.
5. Create impact relationships in CMDB › Service Impact after both imports.

Jira Assets (Insight), Freshservice & others

Use the CSV ZIP export. The import process is a two-pass operation on all platforms: first create the objects, then create the links.

Jira Assets (JSM):

1. In Jira, go to Assets › Object Schemas › Import.
2. Import service.csv to create a Service object type.
3. Import configuration_items.csv to create Application and Server object types.
4. Use Insight Groovy scripts or the Assets REST API to create object references (relations) between Service and its CIs.

Freshservice:

1. Go to IT Assets › Import and upload configuration_items.csv.
2. Map columns to the Freshservice asset fields (Product, Vendor, Description).
3. In the Service Catalog, manually create the service record using data from service.csv.
4. Link assets to the service via Service › Associated Assets.

Ivanti Neurons / Cherwell / ManageEngine:

All support CSV import for asset / CI records. Use service.csv first, then configuration_items.csv. Relationships must be created via the platform UI or REST API after both files are imported. Refer to README.txt inside the ZIP for the recommended field mapping.

OpenText SMAX & Service Manager

OpenText offers two main ITSM platforms: SMAX (SaaS / on-premise, AI-native) and the legacy OpenText Service Manager (formerly HP Service Manager / Micro Focus SM). Both support the CSV ZIP export. SMAX additionally supports a REST API import that mirrors the Postman Collection approach.

OpenText SMAX — REST API (Postman Collection)

SMAX exposes a REST API compatible with the Postman Collection exported from this tool. You will need to adapt the endpoint paths.

1. Click ↓ Postman and import the collection into Postman.
2. Duplicate the 🟢 ServiceNow — Table API folder, rename it 🟣 OpenText SMAX.
3. Update the collection variables:
   • sn_url → https://YOUR-TENANT.saas.microfocus.com/rest/YOUR-TENANT-ID
   • sn_user / sn_pass → SMAX credentials (or use the LWSSO_COOKIE_KEY token auth header)
4. Update endpoint paths for SMAX entities:

5. Request body format changes slightly — wrap fields in "properties":

{
  "entity_type": "Service",
  "properties": {
    "DisplayLabel": "My Service",
    "Description": "...",
    "ServiceOwner": "admin"
  }
}

6. Run the folder in order — SMAX returns the entity Id in the response body (result[0].entity_result.entity.properties.Id). Update the test scripts to capture this instead of sys_id.

Authentication: SMAX uses a cookie-based SSO token (LWSSO_COOKIE_KEY). Obtain it via POST /auth/authentication-endpoint/authenticate/login with your credentials, then add it as a header on all subsequent requests.

OpenText SMAX — CSV import (UI)

1. Extract the ZIP and open configuration_items.csv.
2. In SMAX, go to Configuration Management › CI Types.
3. Select the target CI type (e.g. ApplicationComponent), click Import › CSV.
4. Map columns:
   • name → DisplayLabel
   • vendor → Vendor
   • license_model / unit_cost → Description (or custom fields)
5. Repeat for service.csv → CI type Service.
6. After import, create relationships in Configuration Management › Relationships by linking each Application CI to the parent Service with relationship type DependsOn.

OpenText Service Manager (legacy)

If your organisation runs the on-premise OpenText Service Manager (formerly HP SM):

1. Use service.csv and configuration_items.csv from the ZIP.
2. In SM, go to Configuration Management › CI Management › Import/Load.
3. Use the Database Manager or the SM Import Wizard (tailoring/load module).
4. Map CSV columns to the device / ci file fields:
   • name → logical.name
   • ci_type → type
   • vendor → company
   • parent_service → related.cis (requires a secondary pass or a JavaScript rule)
5. Service records map to the businessservice table. Relationships are stored in cirelationship — create them via a second import or the SM JavaScript API (lib.smis.createRelationship()).

OpenText Asset Manager (AM): If you use OpenText AM alongside SM, import configuration_items.csv into the Assets module (amAsset table) and link assets to the service portfolio via amPortfolio.

ITIL 5 framework used

This tool is structured around the ITIL 5 Four Dimensions of Product and Service Management and the ITIL Value System (VS):

• Organizations, People & AI — who (and what AI) delivers the product/service; includes the ITIL AI Capability Model (6C)
• Information & Technology — tools, data, AI platforms, and infrastructure needed
• Partners & Suppliers — external dependencies, underpinning contracts
• Value Streams & Processes — how value flows across the lifecycle

All of this sits inside the ITIL Value System (VS) — ITIL 5 renamed the former "Service Value System" to remove "Service" and explicitly cover both IT products and services. The VS is governed by the 7 Guiding Principles (unchanged from ITIL 4) and driven by the Product & Service Lifecycle Model (PSLM): Discover → Design → Acquire → Build → Transition → Operate → Deliver → Support.

Key ITIL 5 additions vs ITIL 4:

Glossary

Definitions of all abbreviated and technical terms used throughout this tool.

Financial Terms

ITIL & Service Management

SLA & Resilience

Technology & Infrastructure

Compliance & Standards

Acronym Quick Reference