Understanding the Differences Between Business, Application, and Technical Services in ServiceNow

[SemihU]

How should we structure services in ServiceNow, and what are the key differences between Business Services, Application Services, and Technical Services?

Is this example correct according to the ServiceNow data model and best practices?

• Business Service: A user-facing service like an Internal Developer Portal -> Ownership: Business/Product Teams
• Application Services:  -> Ownership: IT/Development Teams
  • Application Service 1: IDP Production
  • Application Service 2: IDP Production
• Technical Services:  -> Ownership: DBA/Cloud/Network Teams
  • Technical Service 1: Azure SQL Database
  • Technical Service 2: Kubernetes Clusters
  • Technical Service 3: Azure Redis

Additionally, the Azure Cloud Discovery documentation suggests mapping tags with Application Services. What is the best or recommended way to map cloud resources like Azure SQL or Kubernetes to Technical Services in ServiceNow? How should these cloud resources be structured in the model?"

[Community Alums]

Hi @SemihU ,

Please refer to this solution: https://www.servicenow.com/community/itsm-forum/business-service-vs-application-service-vs-technical...

[SemihU]

@Community Alums I read that as well before posted this question, but clarification on my question will be really helpful. So is that structure align with ServiceNow data model? What is the exact definition of technical services and what makes the real difference between Application service?

Meanwhile, as I asked, cloud discovery suggested to map Azure tag with Application services. But what is the suggested way to map technical services in this case?

[Alexey7]

For cloud based technical services you can user either CMDB queries or tag based service mapping. For example, if you have a solid tag based strategy that should be fairly simple task. On the other hand CMDB queries may work better if tags are not enforced across cloud subscriptions or CI classes.