Should End-user services be recorded as Business services?

[Robin Chytil]

HI Mark and all,

Quick question that I have not seen clearly explained neither discussed in this forum (let me know if I missed it):

At a customer, we try to align as much as possible to TBM and CSDM. We defined Business services for the Business divisions (Finance, Sales&Marketing, R&D, etc.).

I am clear on defining Technical services such as "PC support" (or even "Laptop support" and "Desktop support" if required), "Compute hosting", "Cloud hosting" or "Service Desk", which are Support, Delivery and Infrastructure services provided by IT in the background (and supporting Business services).

But what about services provided directly to End-users (called "End-user services" by Gartner and "Workplace" in TBM), such as "Office PC", "Video conferencing" or "Email". Should they be considered as Business services or Technical services (consumed by "Technology Consumer" as depicted in the CSDM v4.0 schema)?

I would tend to advise to keep them as Business services, can you confirm?

Robin

[EricDohr]

A Business Service [cmdb_ci_service_business] would be applicable as it is a service type that is published to business users. Also it typically underpins one or more business capabilities.

A Technical Service [cmdb_ci_service_technical] is published to Service Owners.  

With TBM, you could have a parent node of Workplace and services of Client Computing, Communication and Collaboration, and Connectivity.  You could also have Workplace and the second layer both as nodes with services and offerings underneath, depends on your organization.  

Client Computing could include offerings such as Google Chrome, MS Edge, Mozilla Firefox, etc. 

[c016smith]

Thank you for that reply/explanation, that's helpful for sure! Has ServiceNow put together any examples for these end-user/workforce services/offerings that are typical for an enterprise IT org? 

Thanks!

Chris

[EricDohr]

Check Out Now Create | CSDM Data Model Examples

This deck has a few examples of various models including Services and Offerings.  Slide 39 has a few examples of End User Services, but the whole deck is helpful.

Because each organization defines their Business and Technical Services differently (and resulting Offerings), there is no template.  TBM is a great example that you can build a framework for Technical and Business Services.  

@Mark Bodman  has a few YouTube videos that are helpful with this topic

• CSDM Discussion: Technical Service vs. Business Service
• CSDM Example Series: Shared Tech and Client Compute services
• CSDM V3 Framework Mapping: TBM Council 3.02

[Barry Kant]

hi,

this is the TBM mapped to business vs technical services:

so business side are:

• End User Services
• Shared Services
• Core Business Services

good luck,

Barry