Technical Service and Application Service is classification happen through CSDM or CMDB

SNOW44
Mega Guru

‎04-14-2022 10:42 PM

Hi All,

Technical Service / Application Service is the service classification. So, how can categorization be allowed on records that aren't in the technical service table or the cmdb_ci service database, both of which fall within the CMDB or CSDM?

Same service classification, but in different tables. And then ITIL sees 'Service' while in fact it's a technical service?

Thanks

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Barry Kant
ServiceNow Employee
ServiceNow Employee

‎04-14-2022 11:24 PM

Hi SNOW,

 

service classification becomes more and more obsolete by having specific tables for :

  • Business Service
  • Technical Service

Only Service Offerings are not split right now and are using Service Classification. 

On itself that is not the question (I think).

Depending how an Incident is created it is registered on the Business Service Offering OR on the Technical Service Offering.

  • Business Service Offering --> if creation is done by Consumers (Internal Employees, Business Customers)
  • Technical Service Offering --> if creation is done by Supporters (events, 2nd Line support, Suppliers)

In your example of a database :

  • Business Service Offering --> On the Application Business Service Offering that is underpinned by the database (in general end users do not know this database)
  • Technical Service Offering --> On the Technical Service Offering that is Supporting this database. 

ALL objects in the Infrastructure/Application part of the CMDB are/should be supported , meaning they have a relation to a Technical Service Offering (by dynamic ci group).

 

Hope this helps you forward,

 

Barry