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

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Kristine Naess · ‎03-02-2021

Hi all,

I think this slide from the CSDM primer pretty much explains it all:

Every Business application should have at least one Application service (instance) which again should be related to a Business service offering. The service offering should be scoped to providing the entire or just a specific part of the application service. So if you use service offerings on the incident form, you should be able to show related CI's in the form of related application services (instances) for that offering. You may choose to name the service offering identically to the BusApp (Online Banking Core) or the AppService (Online Banking Core Prod), or give the offering a name that the end user will understand, for example the name of a feature within the BusApp (Mobile Login).

Now, if the case is that there's something wrong with the database the application is utilizing, you need to use Technical service offering to show that. You may want to hide these technical service offerings from the service portal incident form if all you tech personel (vendors or employees) have access back end. If not, they may confuse the business end users. If you choose a tech service offering such as MySQL, the related CI's would be either a dynamic CI group showing only SQL-databases, or a flat list various named databases.

Kristoffer Pari · ‎03-02-2021

Hi Kristine and thank you for your input.

This is a interesting slide as there is no Technical Services/Offerings related to Application Services as in the CSDM 3.0. And this setup is why i opened this thread in the first place:

Btw, what is this CSDM Primer you are mentioning?

PerV · ‎03-02-2021

Kristoffer, I agree with Kristine and the CSDM Primer is a presentation based on CSDM 2.0. I am not 100% sure of the source but if it works, I will attach it here.

//Per

Kristoffer Pari · ‎03-08-2021

Maybe @scott.lemm or someone from ServiceNow could elaborate on this why the CSDM Primer examples seems to lack the Technical Service part for Applications.

All the examples of Services seems to be called Business Services or are in the SELL / CONSUME domain?

I really like the Primer but i think it conflicts with the newest examples provided by ServiceNow. I would really love to se a new version of the primer. Maybe there is one?

Some examples from the Primer that i think is confusing:

Kristine Naess · ‎03-03-2021

Ah, I see your point, Kristoffer.

I always thought of the tech service related to an application service in the CSDM 3.0 as being either TBM delivery services, such as application monitoring development, testing, support, secops, or other ITSM-related services. This since they are not directly connected to any CI's apart from the application service.

I have thought that as an application owner, you can order application monitoring from a tech service catalog, and once you have done that, your application service is shown as a related service on the application monitoring service offering.

Does this make sense? Or should I see it differently?