Further understanding Technical Service / Technical Service Offerings

[Alec Hanson]

Hi,

I am getting into the detail of implementing CSDM with Technical Service/Offerings and that they "are what drive the support, maintenance of the CI".

For me at the Application Service level these might equate to the Support/Run teams within an organisation for a collection of Applications Services e.g. Mortgage Support Services.

At the technical infrastructure level this would be the platform support teams e.g.Database Hosting or Big Data Tools.

The client I have already uses the terms Technical & Business Service but it seems to me they are a mix of things and more split down by IT4IT services or IT to support the business, as opposed to "the support, maintenance of the CI".

For example the following are seen as Technical Services:

• Employee provisioning
• Backup and recovery
• Storage
• Self-service help desk 
• MS Office 365 Support Tools

I wouldn't see the last two as "the support, maintenance of the CI" - thoughts?

A number of organisations split their services between "Business" i.e. those than bring in money/income to the company  and "Technical" i.e. those that provide technical support i.e. Email Services, Domain Services etc. Both seem to fit under "Business Service" in the model. Has anyone distinguished this in any way or just via the Portfolio they sit with?

Alec 

[james wells]

I have been distinguishing by "who would be requesting the offering", e.g. an IT person or a business side person - per CSDM 2.0.

[CasperJT]

I would agree with you James. A 'customer' is not necessarily someone who buys the company's products, but can also be an internal customer, that consumes services from its own IT department.

[Alec Hanson]

Yes I always advocate that a 'customer' can be internal or external - people do get stuck on it being external.

"who would be requesting the offering" - is a useful guide. All those above are clearly Technical consumers (assuming "Self-service help desk" is an technical help desk :-))

It is interesting that CSDM 2.0 state "A technical service is a service type that is published to service owners." but the diagram has it being published to Technology Consumers.

[Ryan126]

I also like the highlighted portion in the transcript below, from Scott Lemm's K20 lab.  Link here:  https://community.servicenow.com/community?id=community_article&sys_id=30c67dc81b95d0107a5933f2cd4bc...