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

Molly Holladay · ‎01-26-2023

@Barry Kant - Are you able to share this "offerings diagram" in larger/clearer fonts? TIA!!

Barry Kant · ‎01-27-2023

will this help?

Morne Lombard · ‎07-19-2023

Hi Barry

Great article!

Where can I obtain original copy of the TBM model?

Best Regards

Morné

Paul Kilkelly · ‎02-09-2021

Hi. Another method that I find helpful is to consider the consumer/supplier model again and apply the following 'rules'. 1 - All supplier services are 'technical'. 2 - Consumer services who are not also suppliers are 'business' (consumer<supplier & consumer<supplier). Following this method I'd expect a 'business' service to contain 'business' service offerings. These might depend on application services that are 'owned' by other services (suppliers). I'd expect a 'technical' service to contain (own) 'technical' service offerings that manage infrastructure, and/or application services. A technical service might also contain service offerings that depend on other services that they don't own (those they consumer but don't manage). Hope that helps?

Kristoffer Pari · ‎02-09-2021

Hi, and thank you guys of all the great answers. What i’m still wondering about is that are there any use case where a Business service offering would be set as the ”Service Offering” of a incident. I understod from a servicenow PEAK webinar that the field shouls be always populated with a ”Technical Service Offering” and related ”Business services” wouls be as inpacted services?