Further understanding Technical Service / Technical Service Offerings

Alec Hanson
Tera Guru

‎06-25-2020 08:44 AM

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 

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Barry Kant
ServiceNow Employee
ServiceNow Employee

‎07-02-2020 06:23 AM

Hi,

A ticket initiated by Business End User can be linked to Application Service support. Take a payment solution were a business end user probably know the business service, and related to the application service (PROD) to get that application service support?

 

Technology users that might know the next levels db instance/webtier to get another level of support. But likely they start with the same application support for their tickets. Which is the support group of the technical service offering related to the application service (prod). Might even be on the application service (dev), that might have a different technical service offering. 

I don't see the point that business end users will not make use of application service related technical service offerings.

 

Cheers,

Barry