Establishing Technical Services and Service Offerings

jjbautz475
Tera Contributor

‎02-13-2023 08:56 AM

We are looking to establish an initial set of Technical Services and Service Offerings.  Is there available a stock listing of IT services and offerings that a typical IT organization would be expected to provide its customers?  Trying not to start from scratch, show our IT organization examples of base services to get them thinking and then expand from there.

 

Thanks in advance for any support.

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Mark Bodman
ServiceNow Employee
ServiceNow Employee

‎02-14-2023 06:39 AM

Here are a few more resources that provide guidance on establishing your technical services:

 

  •  TBM Council is should be most applicable for Technical Services.
  • All videos related to CSDM can be found in this playlist including more frameworks that might be of value.
  • This Canadian National Railway session from K20 provides a good overview on how they use TBM Council for their Technical Services. 
  • This Technical Services deep dive  will help create them in a manner that connects the services to CI's for metrics, reporting and automating 
  • This documentation provides details on how to use the data synchronization for Support, Change, and Managed by groups once you establish the Technical services as discussed in the video referenced above. 
  • If there is confusion between Business and Technical Services, this video explores how to distinguish one vs. the other.

 

CMDB Whisperer
Mega Sage
Mega Sage
In response to Mark Bodman

‎02-14-2023 07:44 AM - edited ‎02-14-2023 08:56 AM

(Edited/Corrected original post)

 

On a somewhat related note, TBM defines three different branches of the taxonomy that align well with internal facing business services, i.e. services that represent business outcomes delivered to internal business users, as well as external facing customer services. 

 

CMDBWhisperer_0-1676389416064.png

 

@Mark Bodman In posts I have seen lately there seems to have been an evolution of the concept of business services in CSDM in that they are considered as business services only if they are external.  But I don't see a lot of basis for that.  Can you elaborate further on whether you also see TBM as relevant to Business Services?  I am very interested in your insights as I am currently preparing to facilitate a workshop on Service Portfolio Management where we will be defining the Service Taxonomies for both Technical and Business Services and I was looking to recommend TBM for both sides if possible.

 

Appreciate your insights!


The opinions expressed here are the opinions of the author, and are not endorsed by ServiceNow or any other employer, company, or entity.
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Mark Bodman
ServiceNow Employee
ServiceNow Employee
In response to CMDB Whisperer

‎02-14-2023 08:38 AM

OP's question was about Technical Services, not business services.  What's the contradiction? 

CMDB Whisperer
Mega Sage
Mega Sage
In response to Mark Bodman

‎02-14-2023 08:52 AM - edited ‎02-14-2023 08:53 AM

Sorry I misunderstood and completely got tunnel vision while searching for my own line of questioning and took yours out of context, thinking you were saying that TBM was "most applicable for Technical Services [as opposed to Business Services]" which seemed to contradict other advice I have seen on the matter.  Sorry to detract from the OP thread.  I'll edit the comment so I don't lead others astray.  🙂


The opinions expressed here are the opinions of the author, and are not endorsed by ServiceNow or any other employer, company, or entity.
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