Business and Technical Management services

KellyL
Tera Contributor

4 weeks ago

Can someone please tell me what is the appropriate way to connect Business Services to incidents and changes?  We are implementing CMDB and EA modules.  We already have ITSM and SAM in place.  I am trying to figure out the best way to develop insights into how IT brings value to our user departments.  I wanted to use business services and technical management services.  We are also setting up app services but we do not have service mapping in place.  How do I establish the connections in the ServiceNow platform?  Is it standard or appropriate to make business services mandatory on incidents and changes?

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lpruit2
Kilo Sage

4 weeks ago

Greetings @KellyL. I would recommend becoming familiar with the Common Services Data Model (CSDM) 5.0 white paper. I will include a link to the PDF file below. Page 48 has a helpful diagram. 

 

CSDM 5.0 White Paper 

 

lpruit2_0-1765675819418.png

 

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VijayaMannapura
Tera Guru

3 weeks ago

@KellyL  Best way to connect Business Services to ITSM(Incident and changes) is to select the relevant Service from 'Service' field on the incident/ change form. 

Where there are any incidents or changes associated with the service, it will be shown on the application service- Service map. This way you can show the value IT brings. 

You can do an easy tag-based service mapping for an application service and use that service on incident/change form. Later open the Service map for that application and it will show the link between IT Infra and also the Incidents/changes associated with it. This way you can show as a Proof of concept (POC). 

I don't think, making business service/ technical service mandatory on Incident form is appropriate as Incident might not be related to them. Sometimes, Incident might be just on the CI.

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