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 

[Alec Hanson]

Yes that is useful, though being pedantic if a Technical Service is at the Application level i.e. the "who would be requesting the offering" would be Technology Consumers, then the statement is not 100% correct as it might be "provisioning or the providing of technology that the technology consumer will consume"?

[Megha Padale]

Hi,

Check this link

https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/success/quick-answer/...

If my answer helped you in any way, mark answer as helpful and correct.

Thanks and regards,

Megha.

[Alec Hanson]

Thanks for the responses above. I think an added confusion is that we have "Technical Service" at two levels:

1. Related to the Application Service

2. Related to the Technology Stack

I have not seen any examples of "Technical Service" at the Application Service level.

I believe what we are saying is that if the Consumed service is from the Business Consumer you would have an example that encompasses the below:

But if the Consumed service is from the Technology Consumer you would have an example that encompasses this instead:

[CasperJT]

Hi Alec,

I recall an example with ServiceNow, where there was a Technical Service named something along the lines of Platform Management and an Offering called Cloud Platform, which then managed the ServiceNow Application Service, while a Business Service (Change Management) and offerings like Normal, Standard and Emergency consumed the Application Service.

I do also see the possibility of having a Technical Service that only manages the infrastructure layer, while the business manages the Application Service, in which case you would not have any Business Services or offering, but just the 'Manage Technical Services' and 'Design' layers.

As an example our Procurement department have got a business application used for training purposes. This is instantiated by a single production instance, which runs on a single server. Our IT department run the server, but have no involvement in the Application Service, thus we do not have any Business Services related to it.

Br.

Casper

[Alec Hanson]

Hi Casper,

I appreciate the input - think I am getting it now :-0

I should have re-looked at the examples I have been collating recently as I do have some with Technical Services at the Application Service Level.

One is a ServiceNow example - which might be the one you thought off - but I believe it maps to both the views I have above i.e. 2 separate structure together (which is great to see)

So with your Procurement example, I assume you do not have either a Technical or Business Service linked to the Application Service? I had many like that in a recent client!!