Technical or Business Service

[Donna Olsen]

I am aware that this question gets asked all the time, so I do apologize. I have gone through the CSDM model over and over again, along with many discussions with peers and browsing through this community.  I understand the difference between the both, however, when I am reviewing model samples they tend to deviate from the prescribed relationships which beg my question if this is good practice.  For instance, there are models where the technical service offering "DEPENDS ON" the application service, rather than the "CONTAINS" relationship.  What are your thoughts on this and do you see any concerns with taking this approach?

[Robin Chytil]

Hi Mary,

Thank you for the clear answer. I still wonder how to deal with this case: how should a Hosting service, or a DNS service, that is provided by the Infrastructure team and supporting many Business services, be considered: a Technical Service Offering, or a Business Service offering?

I understand that the "Hosting administration and management" is a Technical service offering, and that it "contains" the CIs required to offer the hosting and should probably be linked with a 8x5 SLA

But the "Hosting service" itself or "DNS service" are much more critical: they must has a higher SLA, are monitored 24x7 (requiring an on-call emergency service), as they are building blocks for many Business services offerings. 

For me, even if IT is a business unit, if the "consumers" of the hosting service are service owners of applications services, the "Hosting service" should be recorded as a Technical service. Am I correct?

If this is true, shouldn't CIs providing the hosting service have a "Depends on" relationship with this service?

Thank you for your reply.

Robin

PS: What would @EricDohr , @Barry Kant and @Mark Bodman think?

[Stig Brandt]

Hi Robin

As I see it, if the dns and hosting "services"  goes down, the any "service" that are depending on this service is impacted.

So ex. Business Service "internet access" depends on  technical service "dns service"

But you could argue that the dns service is a business service and then use depends on.

Anyways i use service "i depends on" and ""depends on me on the offering related list.

Bt

Stig

[Robin Chytil]

Thank you Stig for the reply. 

Yes, Internet access can be both a Business service for end-users (as they need to access Internet), but also a Technical service required for example for EDI connections (with suppliers or providers of the company). Not sure how to model that. 

[Mary Vanatta1]

The business user would not call it "DNS Service."  A business service would be more like "Connectivity" or Network business offering,  the business "offers"  __________.  The IT "offers" to administrate ________.  The Technical Service offering and a business service offering is where the SLA to fix and monitor resides.   There may be an SLA at the business service offering that states they will respond in X number of minutes and a OLA on the technical service offering that it will be fixed in X number of minutes. 

[Mary Vanatta1]

Here is the link to the newly updated and published version of the CSDM Data Model Examples in Now Create. 
We also have a Feedback feature after you open the asset to download in the lower right hand corner, click on Feedback.  We answer these promptly.