Hello All,
I have been struggling to get this understanding right. Please help me with your advise.
An Incident can be of two types, it can be an Application issue OR it can be an Infrastructure issue.
1)Application related issue:
If an issue has to be raised by an agent, the Incident is raised with a Business Service Offering (ADP Payroll) in the Service Offering field, and Application Service (example : ADP Payroll - Production) in the CI field. Since the first assignment group ServiceDesk may not be familiar with where the issue lies, it sends to the Incident to the ADP application Support by changing the Service Offering from a Business Service Offering (ADP Payroll) to Technical Service Offering (Application Management Services)
2)Infrastructure related Issue:
Once the Application Support team comes to know if is an issue with the DB, then it sends the Incident to DB support team by Changing the Service offering again to a Technical Service Offering ( for example : Oracle management Services).
In both cases, it is the Technical Service Offerings that is used for routing the Incidents, hence my question is, what is the role of Business Service Offerings in Incident Management.
One of my guesses is that, it is used in Impacted Services to understand the Impacted Business Services.
Awaiting for your thoughts, Please feel free to correct if have misunderstood the concept.
