Business service, Technical service, Application service, Service offering
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‎11-10-2024 06:14 AM
Hi Community,
We are building our CMDB in our service now instance. We have a tool that will be mapping our CIs at the Infrastrucutre layer like, applications, servers, Networking devices etc. So this is going well. However we are having great difficulty mapping Application services, Business services, Technicall services and service offerings. I have some questions please:
1. What is the general hierachy of the 4 services Application services, Business services, Technicall services and service offerings, basically what sits at the top.
2. I think we have to do this manually as we do not have ITOM , can you help on how to do this.
3. Do you have a basic example of how we can do this , for exampel using somethign like Sharepoint or maybe Email?
Thanks in advance.
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‎11-10-2024 10:28 AM
Hi,
It's not as simple as these 4 classes are directly connected in a straight hierarchy. There are more pieces to this puzzle. You should start by studying the Common Services Data Model that will explain how these things connects.
The Business Service would be what is provided to the consumers, this is done through a Business Service Offering. In the email example this could be "SMTP Mail", a service that allows sending email using smtp protocoll.
The Application Service would be the logical representation of an installation of a Business Application. In the email example that could be your Exchange production environment. This will group all infrastructure CI that hosts the Application Service.
The Technical Service in the email example is the service provided by the team that manages the Exchange production environment. This is done through a Technical Service Offering. There may also be other Technical Services managing the infrastructure CIs.
To make the hierarchy complete and connect the dots, you should also include Business Application and Business Capability.
Regards,
Niklas
