CMDB Service Class and Tables

[MFO1911]

Hello,

i have a question about the CMDB Services Tables. For my understanding we the Table cmdb_ci_service which contains all types of services e.g. Application Services, Business Services, Technical Services. In this table every record has a field called services classification where i can select one of this mentioned above service types. 

All of these services are viewed and selectable in the itsm modules: change, incident and problem management via cmdb_ci_service table for all users with the itil role.

I found some extended tables for each of the service types:

• Application Services: cmdb_ci_service_auto
• Business Services: cmdb_ci_service_business
• Technical Sevices: cmdb_ci_service_technical

Now I changed my Business Service Records from Class: Service / Service Classification: Business Service to

Class: Business Service / Service Classification: Business Service

After this the itil users cant view or select any business service in the itsm modules, cause there is security constraint by default. Regarding CSDM this business services should be available in the itsm modules. Of course i can change the acls or give the itil users also the service_viewer role but maybe someone can explain:

Why cant the itil users view and select the business services from cmdb_ci_service_business table OOTB?

Do i need the service classification in the service table or extended service tables and if yes for what causes?

Many thanks for your help!

MFO

[CMDB Whisperer]

I have run up against that ACL problem with Business Services as well.  The goal seems to be to explicitly hide the existence of Business Services from standard CMDB and ITIL users, and I'm not sure what the rationale was there.  That seems counterintuitive to me, but I think it is probably fine to modify the ACLs there.  They used to be available to everyone but not any longer.

As for Service Classification, that's not really used anymore for the most part.  Historically it used to be necessary to use Service Classification because we didn't have Application Services, Technical Services, or Business Services.  Then over several releases they introduced those three clases, and also introduced Service Offerings.  But in line with CSDM, the guidance provided was still to use Service Classification to distinguish between Technical Service Offerings and Business Service Offerings.  Since there are no Service Offering subclasses there.  But I would argue that even this is not necessary, because all Service Offerings have a parent Service which should already have a Class that tells you this information.

Bottom line, I think you are safe to ignore Service Classification as long as you have the information contained in the parent Service, and I think you are safe to add cmdb_read to your Business Service ACLs if it aligns with the user experience you are expecting, although I would be interested in some further insights from others on this latter point.