Why HR Services are not Business Services?

[anand9]

Why I don't see the concept of CSDM in HRSD? To me, HR Services like "New Hire Onboarding" seems like business Services, but in ServiceNow, there is no relationship between HRSD's HR Services and Business Services.

Even in "CSDM Data Model Examples" PPT in now learning assets, onboarding via HRSD is the first example, but it seems we have to configure HR Services and CSDM separately, instead of HR Service table deriving from Business Service (for example).

Thanks

[CMDB Whisperer]

I think the answer you will likely find not very satisfying.  It's because they just didn't consider HR Services from the service provider's perspective.  HR Services seem to be more akin to Service Catalog Items/Categories.  And that ambiguity in the term "Service" isn't necessarily anything new.  We talk in terms of "Service Requests" and "Requestable Services" when we talk about the Service Catalog, but these are not Services according to CSDM.  Rather, they are requestable items that are associated with Service Offerings.  Likewise I think the HR Services are implemented more in that fashion.  They relate to Catalog Items, which represent the Consumer perspective.  That said, there is nothing to preclude you from defining matching Business Services that provide the business perspective, and associating it with the same Catalog Items that relate to the HR Services.  In that case you would end up with an HR Service called "New Hire Onboarding" and a Business Service (or Business Service Offering) also called New Hire Onboarding.  And they would both relate to the appropriate Catalog Items.  This could definitely have been architected differently, but it wasn't.

[SteveMacWWT]

The word 'Service' is overloaded in the IT landscape, and in this case you are running into 2 different usages. As @Ahmed Drar points out (in his much fuller answer) HR Service is an operational table tied to the work that takes place in HRSD. Business Services are (again, as Ahmed pointed out) "Business service is a service type that is published to business users, and it typically underpins one or more business capabilities." 

In this case I can see how they could be very closely aligned, but not completely.

If you wanted to keep them aligned, I'd suggest a BR or Flow that will create/update the appropriate Business Service when an HR Service is created / changed. 

[jMarshal]

I could be wrong here...but aren't "Business Services" the services which the business provides to customers? IE. Unless you're in an HR Management firm, that's not what you're offering to customers, it's an internal service/activity offered by a specific department (HR) to users within the organization -- like "getting a new email account created", for instance.

For example, if you work for a florist, "Bouquet Sales" could be a "Business Service" and your CSDM will roll up all associated HR Services and/or IT Services and/or Field Services and/or CSM and/or CIs and/or Universal Requests, etc, etc, etc, which goes into selling bouquets.

[Barry Kant]

Hi JMarshal, 

partly, If the SN solution is owned/configured for the internal IT department then the customers are probably including the rest of the company as well. 

it is seen as consumed services which could be:
- End User Services
- Shared Services (like HR Services, Sales Services, etc)
- Core Company Services (Services the company provides to customers --> which SN is solutioning via CSM most of the times).

So there are multiple levels of consumers (internal and external) like there are multiple levels of providers (internal and external).

BR,
Barry

[jMarshal]

Thanks for the insight @Barry Kant