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 ?

[fknell · Accepted solution]

Apart from the Consumer Type on the Service Offering, I have nothing in mind that might be available out-of-the-box. 

[perumalselvam]

Nice one, Thank you @fknell 

[SGienow]

For specific services, then business service vs. application service, would be where I differentiated based on consumer audience.  Business services are consumed by customers/etc, while Technology Management Services are technology-facing.

For who is utilizing the services, that would likely be at the service offering level, where the specifics of who/how/where the specific offering are, and again Business Service Offering vs. Technology Management Service Offering depending on the consumer/audience.

At the service offering level you can set the specifics for who uses/manages/owns the offering, and all the other details around it.   For this part, look at using Service Builder, as its a little bit nicer wizard for that, layout wise.

[Mathew Hillyard]

Hi @perumalselvam 

What do you want to do with the data?

1. Understand who is connected to which service
2. Understand what type of Service offering it is
3. Understand what class of consumers it is entitled for

1. Service offerings have the ability to relate subscribers (Subscribed by Users related list). The basic idea that that each user of the Service Offering is either identified as using it on day 1 when you set up the Service Offering (so the users get added in bulk at go-live), or you link the Service Offering to a Catalog Item and each time a user requests the item, you add them as a subscriber user. This then gives you a precise map of who is entitled to which Service Offering, which is great for service management generally, but in particular for sending targeted communications - no more blanket emails about a service you've never heard of! You also have the choice to add subscribed by Companies, Departments, Locations and Groups by adding the corresponding related list to the Service Offering form
2. If however it is a simple designation, then the Service classification field on the Service Offering is set based on the Parent - if it's a Business Service then it is set to Business Service, and if it's a Technology Management Service, ditto. It's not on the form by default.
3. he Consumer type field is primarily to indicate internal vs external, but I've seen it extended for additional user types, but depending on the number of user types this may not be the best choice for this data. This field is also not on the form by default.

I hope this helps!

Mat