Technical Services/Business Services in Incident management

Kristoffer Pari · ‎02-09-2021

Hi,

i have a case where ServiceNow is used purely for managing a Company internal Application needs.

Users who report e.g. incidents are internal users or vendors.

We would like to use service offering in some cases for users to choose when reporting incidents.

Now the question is, should i use Technical Service offerings or Business Service offerings?

From different materials i have read, i get the understanding that Business Service Offerings are used mainly when you have a service that a company Sells and should only show the Business Impact for a incident? Are there any reason why a Business Service Offering would be created for a internal Application if it is not related to any sold/provided customer faced service, and populated to the Service offering field on a incident?

Regards,
Kristoffer

Barry Kant · ‎02-09-2021

Hi Kristoffer,

I would use a decision model like this to judge to decide the audience:

So it is not necessarily and end-user offering to make it part of the Customer Catalog. That can be internal users as well. The distinct would be more on Technical Consumer level, which likely end up in the IT Catalog.

In relation to TBM model it can be visualized this way:

In this case the Green Offerings are still all internal (either end user services or shared services. The other green part will be Core Business services which is more customer facing).

Best regards,

Barry

View solution in original post

Barry Kant · ‎02-11-2021

Hi Per,

this is a part of the TBM model, mapped to the CSDM Managed and Sell/Consume domains.

Were specially the Technical Objects are quite common sense objects and also the Sell/Consume objects speak for it-selves. It is a nice starting point to open discussions in those areas.

In the Sell/Consume there is a 3th part :

End User Services
Shared Services
Core Business Services

which are more the industry specific services.

I am not sure if there is a public version of this to be honest.

Cheers,

Barry

CasperJT · ‎02-11-2021

You can find the taxonomy here, but not the neat looking table that Barry has unfortunately. https://www.tbmcouncil.org/learn-tbm/tbm-taxonomy/

PerV · ‎02-11-2021

Thanks both of you for the info, Barry and Casper. I have a vague recollection of the pictures from a demo video, could be from a K20 session. I´ll give a try to find it.

BR/Per

CasperJT · ‎03-10-2021

Me again! I found official TBM contents with these tables and an Excel format as well at the TBM Forum:

TBM Taxonomy v4.0 FINAL Documents

There is also a useful guide for implementing TBM in ServiceNow:
ServiceNow Common Service Data Model (CSDM) 3.0 vs. TBM Taxonomy 4.0

All the best,

Casper

richbest · ‎02-14-2022

Hi Barry, would you be able to share a more readable copy of your TBM slide above please. I would greatly appreciate it!