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Can a business service offering be created without one single application service linked to?

Jinzhen Xiang
Tera Contributor

Monday

Hi,

 

I have a question about ServiceNow service modelling best practice, specifically for desktop applications managed by a Digital Workplace unit.

 

The unit is responsible for delivering communication and collaboration solutions, including WinZip, Adobe Acrobat, and Microsoft Office 365 (Excel, Outlook, PowerPoint, and Word).

 

There are two opposing views on how these applications should be modelled in ServiceNow:

 
  1. Opinion A: Each desktop application should be created directly as a Business Service Offering, with no Application Service linked to it.
  2. Opinion B: An Application Service should be created for each desktop application, with a Business Service Offering created at a higher, aggregated level.
 

My questions are:

 
  • Can a Business Service Offering exist in ServiceNow without any Application Service linked to it?
  • What is the recommended best practice for modelling desktop applications within the ServiceNow service model?
  • Which of the two approaches above better aligns with ServiceNow's CMDB and ITSM best practice, and why?

 

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marcelhorn
Tera Guru

Monday

Here you go with the answers to your questions:

 

  1. Can a Business Service Offering exist in ServiceNow without any Application Service linked to it?
    Yes, Business Service Offerings may exist without the need of a relation to a Service Instance.
     
  2. What is the recommended best practice for modelling desktop applications within the ServiceNow service model?

    Create a Business Service + Business Service Offering for each of your Productivity Tools.
    Business Service: End User Productivity Management
    Business Service Offering: Adobe Reader Services
    CI: Desktop / Laptop / VDI / etc.

    This is in line with the enclosed leading practise guide from ServiceNow.

    marcelhorn_0-1777357799381.png

     

  3. Which of the two approaches above better aligns with ServiceNow's CMDB and ITSM best practice, and why?

    Option A - Desktop Software is not a Business Application. Hence no need to create a Service Instance.

Software that is installed locally on a laptop or PC is NOT a business application.

Why?

Because these tools:

  • Do not run on enterprise-managed servers

  • Do not have application services

  • Do not need application admins

  • Do not have architecture documentation

  • Are simply utilities installed on personal devices

marcelhorn_1-1777358282066.png Not Business Applications

  • Adobe Reader

  • Microsoft Office (local install)

  • WinZip

  • Chrome / Firefox / Edge

  • Notepad++

  • VLC Player

  • Any end-user tool installed via SCCM/Intune

These tools are part of the End-User Computing Service, not enterprise application architecture.


The full referenced article can be found here:
Stop Confusing Business Applications with Business Services: A Simple Guide for Everyone

Best
Marcel

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