Are technical services (and its offerings) only "managing" services?

[Hans Peter]

Hi,

Currently trying to understand CSDM. I've watched a few example videos and read the whitepaper, the only thing I feel I don't fully understand is the function of technical service (offering).

When I first started, I thought the dependencies between objects would be as follows (arrow as "depends on"):

Business service -> application service -> technical service -> actual infrastructure CIs

However, from seeing some examples, it seems to me that I've got that wrong, and apparently, the application service depends on the actual infrastructure CIs, while the technical service kind of stands on the side and manages those infrastructure CIs - but this just feels like a glorified support group to me, and I'm sure there's more to a technical service.

I'd be grateful to see how you use technical services, and if it's only in a "manages / managed by" kind of relationship, or something else.

[Barry Kant]

Hi Hans Peter,

I think it is primarily a manages/managed by function, which has the benefit that it auto-syncs attributes from the service offering to each related CI (via the dynamic CI Group).
The granularity could be that a single Support group can serve multiple offerings as well. In that sense it isn't different than Business Service Offerings. 

When this granularity is set up than each offerings can have their own OLAs (or UCs).

The other part that isn't shown in CSDM is the Service Composition, or underpinning services. 

in Service Portfolio Management (Digital Portfolio Management) this breakdown of underpinning service offerings is shown (a business service offering depends of these technical service offerings). From a Portfolio Manager this is interesting for eg renewing business service offering on a new technology (eg: was 5G now 6G) so it means the underpinning agreements play a role as well. (For this reason service models can be used as well).

The technical service offering the way you visualized it is pretty much service mapping from ITOM point of view. It hasn't so much to do with the supportability of CIs but more a flat version of the underpinning CIs of that application service. (can still be used, it serves a different use case.

Cheers,

Barry

[Peter Kindbom]

Hi Barry,
We have started using Technical Service with Technical Service Offering (TSO) and are trying to figure out how to make it useful. One exampel of TSO is Managed Windows server Gold.
How does the Business Service owner and delivery manager see/verify that a specific PROD-server really is "Gold"? We have a manually set parameter on a specific server now.
What is the benefit for the Technical Service Owner and delivery manager? Can there be a SLA/OLA-breach on a TSO?
Have a nice sunny weekend 🙂

[Barry Kant]

Hi Peter, 

In my opinion from a Technical Service Owner: 
This is my portfolio of service that I offer for (mostly) internal audience. EG application owners can select from what I offer. I need a Server with a Service Level Bronze or Gold. It could be a decision to have PROD servers on Gold and non-prod servers on Bronze. But it is my portfolio so I should know. 

The Business Service Owner doesn't need to know unless the Business Service Owner is also the product owner. A product owner need to deliver a product with certain SLAs (business side) and needs to get his back covered by corresponding Technical Offerings. So are my underpinning Technical Service Offering Service Levels in line with by Business Service Offering Service Level. (question)

Yes there can be a breach on the TSO as you might have agreements (and penalties) with the providing parties. If not than still it gives an insight in time left and priority sense. 

Sunny it is. Have fun on the sports track.
BR.
Barry

[Peter Kindbom]

Thank you for quick and good reply.
If I am Service Owner (and Product Owner) and have negotiated a SLA with our customer. How do I verify that my PROD-servers are on the right level? Can I see that in some view in the dependency view?