Are technical service offerings mandatory in CSDM service models?

l337 · ‎08-14-2023

What if no SLA/OLA exists for a support group supporting an application.

I don't see any reason why it is necessary if no SLA/OLA exists. It should be just fine relating a technology service to an application service, can I get confirmation from someone that this is okay?

Thanks!

CMDB Whisperer · ‎08-14-2023

To best support the expectations of the platform and any business logic, attributes, etc. as well as the future growth of your company's service management program you would be well advised to use the CSDM CIs and relationships. I would simply create a single default Offering for your Service.

I would look at it like this: it's not that you have no offering. You have only one offering. It's not necessary that you have defined service commitments in order to consider it an offering. The service represents the value that is delivered to consumers, and the offering represents how that value is delivered. If you define a service without an offering, that's having the what without the how. That won't serve you well.

The opinions expressed here are the opinions of the author, and are not endorsed by ServiceNow or any other employer, company, or entity.

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l337 · ‎08-15-2023

Thank you for pointing this out!

l337 · ‎08-15-2023

Thank you for the detailed explanation.

CMDB Whisperer · ‎08-14-2023

I should also add that the relationships in your diagram are going in the wrong direction the Application Service should be depended on by the Service Offering, not the other way around. And technically you should not need to have a relationship between the Service Offering and the Technical Service; rather, this is related as a reference in the Parent field of the Offering, though it probably won't hurt anything to also have an explicit relationship, as long as you also have the Parent reference.

The opinions expressed here are the opinions of the author, and are not endorsed by ServiceNow or any other employer, company, or entity.

l337 · ‎08-15-2023

CMDB Whisperer, thank you for catching those errors in the relationships. I have updated the direction in relationship between the Technical Service Offering and Application Service, and also removed the relationship between the Technical Service Offering and the Technical Service.