Technical Services/Business Services in Incident management

[Kristoffer Pari]

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 · Accepted solution]

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

[kellyobrien]

Hi Barry, 

This is super helpful information. Is there a way you can share a clearer picture of the Technical and Business services? This is really great to help us start to make sense of how we can design our rollout. 

Thanks!

[Barry Kant]

I hope those are in better shape:

Enjoy,

Barry

[richbest]

Apologies Barry, found this further down in the tread.  TY 

[PerV]

Barry, I remember these pictures from some document, but I can´t find it, either in my memory or in my saved docs. What is the source for these?

BR/Per