Can Application Services have more than one Technical Service Offering?

[Erick18]

On the Application Service page, at the bottom there is a list collector for Business Applications, Technical Service Offerings, Business Service Offerings, and Parent Application Service? 

Can each of these areas specifically technical service offerings contain more than one value? What are the relationship rules 1 to 1 or 1 to many?

[Dylan Veerman]

An example could be that you have different teams that are responsible for managing an application.

For example, you have:

• TSO: ServiceNow Functional Support Group (L1) - Application Service: ServiceNow
• TSO: ServiceNow Technical Support Group (L2) - Application Service: ServiceNow

In case functional support can not solve the issue because it is something technical, they can change the TSO towards the technical team TSO.

[cassieb_]

I found in the white paper the following on page 18.

"We recommend that each CI associated through the Dynamic CI group be related to only one Technical Service and Technical Service Offering. Having multiple Offerings with different SLA, OLA, Support Groups, and commitments will conflict with one another when using new features such as Data Synchronization introduced in Rome."

So although the capability is there to associate it with more than on technical service offering, I would use caution and justify the use case. Recall that the application service is the logical deployed stack.

I suggest you find the "CSDM Data Model Examples" in NowCreate and review the presentation. You may also want to consider the NowLearning course on CSDM Foundations, if you have not already done so.

[Barry Kant]

Good day all,

CIs related to Technical Service Offerings via Dynamic CI Groups is recommended for CIs downstream the Application Service. It represents the scope of supported CIs by that TSO. It also had benefits for data maintenance and if granular enough to be used in Change mgmt to unpack all CIs via the Dynamic CI Group. 

Application Services however are not linked via Dynamic CI Groups (I haven't seen it so far at  least). 

A common example for multiple TSO support on 1 CI might be:
- An Oracle Database instance that is hosted by an external party and administrated by an internal party. 
- A linux Server that has a hosting support offering and a disaster recovery offering. 

I agree with Mark that a CI has a primary owner/responsible party but from a supportability point of view there can be multiple offerings. 

I also agree that an Application Service has 1 upstream Business Application if the Application Service is a deployment of a Business Application. The name is confusing, but the object level of an Application Service in CSDM is basically representing a realized Digital Solution. Meaning it can also be a non application solution. In these models there is no direct upstream relation to a Business Application.

BR,
Barry

[CMDB Whisperer]

If you take into account the object hierarchy (i.e. a Dynamic CI Group actually is an Application Service, since it extends that table) I believe a more accurate way to define these object classes would be:

• Application Service - A method of consolidating infrastructure CIs that are used for a common purpose.  This is a base class that should not be used directly.  And perhaps a re-labeling of this base class is in order to avoid confusion.
• Mapped Application Service - An Application Service that represents a deployed instance of a Business Application.
• Dynamic CI Group - An Application Service that represents a grouping of similar infrastructure CIs serving a common function or purpose, or having a common group that manages and supports the CIs.

[Stig Brandt]

Hi @Erick18 

An example of multiple Technical Services / Offerings can be linked to an Application Service

Application A - can have

- Offering "Application support" - incident / case handling

- Offering "Vulnerability management service" - 

- Offering "DevOps services"

- Offering 1st line support, 2nd line support and 3rd line support can also be examples

Here is a link to an example for 0365:

Re: Can you provide O365 Use Case example for CSDM... - ServiceNow Community

All above services can be delivered by different groups / suppliers for the same application.