Business or Technical Service Domain for Application/Infrastructure Support?

[Donna Olsen]

Use Case: I have an organization with its own IT support group that supports over thousands of applications and services to setup in the CSDM. 

I have thoughts on how others would handle which Service group to use when following CSDM.

I have two options:

1.  Setup the Application Support Services and IT Infrastructure support in the Consume domain as a Business Service and Business Service Offering, and then only use the Technical domain to setup Technical Services and Technical Service Offerings for systems or what is "technically provided" (not human).

2. Setup the Application Support Services in the Consume domain as a Business Service and Business Service Offering, and then use the Technical Domain to setup Technical Services and Technical Service Offerings that are provided both by humans and systems.

3. Setup Application support services and Infrastructure Support in the Technical Domain as Technical Service and Technical Service Offerings as well as the Technical Services and Technical Service Offerings for what is "technically provided" (not human).

Keep in mind in all cases:

We will have SLAs for all offerings

We will use IT Employee Services and Offerings in the Consume Domain as Business.

I have been solutioning for 1, but now leaning toward 2.

I am curious what others would opt for or outside of and why.

Anything you think I should be concerned about?

[Richard Lawson · Accepted solution]

I've always understood the distinction between Business and Technical services to be the intended consumer of such services.  Is the requester an end user or an application owner (CSDM refers to these as a Business or Technical Consumers)?  If say, you have a financial application, and someone needs a new report, or a new user needs access, that is a business service.  If however that same app needs patching, or a new version installed in the test environment, those would be technical services.  So using this example, I would set up both a business and technical service (and relevant offerings) for application support one in the Consume domain and one in the Technical domain, covering both types of requests.

Infrastructure support is almost always primarily a technical service--an end user wouldn't request memory to be added to a server or ask for a new firewall rule.

[Donna Olsen]

Thank you for your response. Your response was very helpful.  I am in agreement with the layout of the scenario you provided.