How to differentiate Customer facing services & Technical facing services in Services

[perumalselvam]

How to differentiate Customer facing services & Technical facing services in Service Tables. what is the best practice in CSDM to flag it.

We already have Business service and Technology Management service as options, but this is something we need to go on step down so we can define it clearly on the people who is utilizing the services.

Is it a new attribute or layer / any suggestions ?

[Tanushree Maiti]

Hi @perumalselvam 

Refer : CSDM 4 - Technical Consumer vs. Business Consumers 

Customer/Business Facing Services (Consume Domain): Provide a direct, visible outcome to business users or external customers (e.g., Online Banking, HR Onboarding). They are consumed by people.

Technical/Technology Management Services (Manage Domain): Provide foundational capabilities to IT or act as enablers for other services. They are consumed by IT or other technology objects. Examples include Database Hosting, Compute, or Network Routing

Also attaching CSDM5 . Map the concept with latest model.

[perumalselvam]

Hi @Tanushree Maiti Thank you for the response and we have used this CSDM 4 & 5 as reference.
However, What we need is again the granular level from these segregations which in Business service. (Services which end customers are facing, instead of users faced within the organization). Is there any way apart from the new attribute introduction.?

[fknell]

Hi @perumalselvam,

The perfect world solution would be using CSM for external customers. In CSM you can link the sold products with your service offerings (Associate service offerings with sold products) and use install base items to track customer-specific instances.

Hope this helps!