Mapping Services that Don't Focus on Incidents and/or Have and Associated CI?
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06-18-2025 07:51 AM
I'm trying to develop a service model for IT services. The model for incident resolution is well defined. However, I'm unsure how to justify mapping services that are less focused on direct interaction with the end user and more on serving the business or other IT functions. For example, aspects of provisioning endpoints, endpoint software deployment, and endpoint engineering. Is it a CSDM best practice to map services that are more likely to work with request or asset management (as opposed to handling tickets)? Does a technical service model have to be associated with an explicitly named CI?
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4 weeks ago
Why would you consider these any different? In this scenario, the company is the customer of your IT department. You are providing IT Services to the company. The application that you have to provision endpoints is a business application that has an instance and infrastructure. It has a technical service offering and there are also business services which would be "Endpoint Provisioning" which could be service requests.
There is always a customer.
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4 weeks ago
Hi @CD4WG
Incident Management will depend upon a complete understanding of impact, bottom to top. Each Business Service will contain applications and infrastructure that depend upon other services. This is the purpose of the Service Delivery Domain with Technology Management Services and Service Offerings. This is just as critical in Change Management where working on a CI means understanding exactly what is impacted. Imagine doing Server patching without knowing which Business Services a Server that is not directly mapped in a Business Service will support? as @Robert Campbell mentions, there is always a customer. For Technology Management Services the customers are Service Owners and support/management for Business Services.
In short if you want a complete service-aware CMDB you need both Business and Technology Management Services.
I hope this helps!
Mat
