Hi,
We are having a discussion internally about adding IT operation tools like for example a Monitoring software as a Business Application. As we understand is quite common that companies also add these kind of IT Business Application as Business Application not only Business Application that are for direct benefits for the business.
So our discussion has been is we choose to add a Monitoring Application as a Business Application and what to add a Service and Service offerings. Should it be a Tech Service or Business Service? As i understand you creataean relationship to the Business Capability that this Business Application support to the Service object. And the Business application itself has a relation ship to the Service instance. I would say Monitoring of servers or applications is a Tech service. But some of my collegues believe is a Business Service. Since they think it support the IT Business. See picture below
Hi Fredrik,
Adding on to Mathew and Anders' replies.
Unless you are offering monitoring as something that can be bought as a separate service, it is not a business service. It underpins your infrastructure to help you ensure its stability.
Straight out of the CSDM white paper:
"A Business service is a service type that is published to business users, and it typically underpins
one or more business capabilities as it provides specific value and outcomes.
o Business Service are the most abstract and will represent the highest value level in a
CMDB (see CSDM Service). A Business Service is how the customer sees the service
being delivered not what IT calls it.
o A Business Service type is related to a Business Service CI, and it’s associated with a
service owner and has one or more Business Service Offerings"
And
"A Technology Management Service, previously documented as a Technical Service, is a service
type that is published to service consumers, and that provides the administrative and
operational functions to manage the technologies that are typically layered under one or more
Business and/or Application Services.
o A Technology Management Service type is related to a Technology Management Service
CI, and it’s associated with a service owner and has one or more Technology
Management Service Offerings.
o Users can view and manage the technologies that are provided to the business, and as
such should be Provider focused.
o Event Management enables monitoring of service performance and identifies health
issues for related infrastructure CIs and application services.
o Technology Management Services can be managed as part of the Service Portfolio in the
Service Consumption domain (that is, a Service Portfolio hierarchy can be referenced
from a Technology Management Service)."
As Mathew also pointed out, TBM is quite helpful in figuring out whether something is is a technology or business service.
The top three categories are business oriented and the bottom three are technology oriented.
Monitoring typically falls within "Operations" which is a Delivery Service.
It is worth considering the domains as well. Service Delivery and Service Consumption. You are monitoring your services to ensure proper availability and response times, but those are commitments in your offerings, not indivual offers to your business or clients. The purpose of monitoring your services is to ensure they can be delivered, thus it underpins them rather than being sold separately.
Hope this helps.
//Casper
