Modelling L2 production support in alignment with CSDM

[PG2]

Considering an organisational model where L2 prod support and L3 change/build/non-prod support of an application is provided by two distinct areas of technology, what would be the best approach to model a service that provides the L2 production support function?

Assuming the requirement for a distinct service, would it be best to model a Technical Service in the Manage domain or a Business Service in the 'Sell/Consume' domain?

[Barry Kant]

These teams manage IT, so it will be Technical Offerings if I model it. In that scenario you can create a task to these offerings to do their part of the ticket. 
There is an alternative if no distinctive Offerings are needed (no use of SLAs). 
There is a cmdb_rel_team table. This table is filled and synced on technical offerings for:
- Approval Group
- Support Group
- Change Group
- Managed by Group
You can link groups to CIs (in this case a Service Offering) per group type, where there can be one group type per CI. You can add group types to your need (L2, L3, ..). In ITSM task type records there is no ootb logic where you use this table, so more a potential way to model/administrate support model than usage in tickets.

BR,
Barry

[PG2]

Thanks Barry, appreciate the input & thoughts.

When posing the above question, I was particularly thinking about a scenario where a distinct service is required.

e.g. How would we best define the L2 prod support service that is being offered to consumers? While keeping in mind that this service does not provide or offer any "digital products" such as an instance of an application (i.e. Application Service). It just exists to support and monitor the operation of a digital product.

If a distinctive service offering is required to reflect the L2 prod support service, then the next question that pops to mind is, how does that offering relate to the Application Service. Multiple TSOs for Application Services.

[Barry Kant]

One way to do that is this to construct a Supply Chain:

 
Your Business Offering (Risk Application) does include a Technical Offering for monitoring (Underpinning Offering). Technically a monitoring team is monitoring eg servers and they are probably not aware what solutions are supported with these servers. 
Impact Analysis using the model should tell them and communicate to the consumers about a potential disruption (via outage records).
BR,
Barry

[PG2]

This seems to deviate from the CSDM content a little. I've not seen anything that would suggest a Business Service Offering would directly depend on a Technical Service Offering?

I know the CSDM suggests that a Business Service Offering may depend on an Application Service.