Technical Service Type - Database Column?

[Paul Santaniell]

@Mark Bodman ,

Enjoyed the Youtube video that explained the different types of Technical Services. Is there a column in the database where the technical service type can be identified? I'd like to use this type to filter service service offerings on tasks. For example, the "delivery" Technical Service Offerings would not be applicable for Incident.

CSDM Technical Service Deep Dive

https://youtu.be/xmwdrwY15rA

Thanks,

Paul

[Mark Bodman]

Thanks for the feedback Paul. 

The Technical Service is not it's own table / class.  Caitlin and I discuss this in the Service Builder video.  So that's how you know ultimately.

We used to rely on an attribute called "Service classification" and have users select the type of service it is, with all of them in one table.  This is completely unnecessary in the CMDB, as the ability to sub-class is native to the CMDB CI structure.  Often, the classification wasn't in syc with the CI class, creating chaos and confusion.

Here are the 2 service types, and tables we use below.  Note that we also still set Service classification where possible, as many customers have not migrated their business logic to use the CI classes properly, but in general it's a good idea to re-factor so you are using the new tables.  Service Builder as you will see in the video, does this for you, so you don't have to think about what table, attribute to use.  It just does the right thing in the right tables.

[SebastianKunzke]

Hi,
I think it would make sense to mention, that also the sync of groups still relies to the service classification, so not only customer customizing 😉 (Or did that change in UTAH?)

But to answer the question related to servicer offerings reference qualifier on task, I would extend the reference qualifier to check the parent class. Every offering needs to have a parent and depending in what class it is, you can control the selection. However I would suggest to modify the reference qualifier for service offerings field, that it depends on the selected service within in the task and to not disable the feature to select technical service/service offering. Because for technical incidents/tasks it sometimes make sense to report based on technical service and service offerings and not only based on business service+offering.

[CMDB Whisperer]

My read of this question is that Paul is asking how to further categorize a Technical Service Offering, not just to determine whether the offering is a Technical or Business service offering.  From that perspective I would say that you should dot-walk to the parent Service and get its Taxonomy Node.  That way you can filter based on the specific Taxonomy Node (or its parent, etc.) whether to include "Delivery" technical services.

[Paul Santaniell]

CMDB Whisperer,

Correct, my question is about further categorization of a Technical Service. Here's a print screen from Mark and Scott's video showing the three types (Application & Platform, Infrastructure, Delivery). Re-stated, my question is "how do I know if the technical service type is Application & Platform, Infrastructure, or Delivery"?

If I'm following your recommendation, I'd traverse the hierarchy until I know what the type is. Does this imply that the type of service is defined by the SPM taxonomy Node? For example a hierarchy similar to the following:

Service Creation (Technical Service Offering) -> Service Definition (Technical Service) -> IT Delivery Service (SPM Taxonomy Node)

Or, is there an alternative such as a column on the Technical Service itself?

Thanks,

Paul