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?
