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12-07-2016 03:57 PM
Hi,
I am trying to understand what should be defined as a Business Service vs Technical Service.
Is there a standard definition for a business service and technical service with some examples and how this definition impacts CMDB/CIs in ServiceNow?
I also looked at the sample data provided by ServiceNow as Business Services.
For e.g. SAP MM, SAP HR, SAP Payroll, PeopleSoft Financials etc. Shouldn't these be created as applications in the CMDB than as Business Services?
And shouldn't be the Business Service definitions be more generic like Materials Management, Human Resources Management Systems etc. than technical and then establish relationship between Materials Management and SAP MM as Depends On?
Appreciate your help.
Thanks
Solved! Go to Solution.
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12-08-2016 08:32 AM
elewis33 mark.stanger robpickering mitzakavlbond
Dear Experts can you please shed some light here and help me?
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12-08-2016 09:45 AM
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12-08-2016 10:22 AM
Who, me? I'm terrible at this kind of stuff.
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12-09-2016 03:10 AM
Hey srirao - so I can give you some perspective based on how we use it in OneCloud @ VMware.
Business Service for us is any service which we provide to our customers / tenants, wether these tenants are external or internal. If we have people who are end consumers of the service, then we consider the service as a business service. One more point to that from SNOW perspective is that for us, a business service is something which you can subscribe / unsubscribe to. In our environment, based on this subscription you are informed on cases where the underlying CIs supporting that business service are affected, causing the business service to be affected. Also, business services are the ones we measure availability against.
When it comes to technical services (or depending on the architecture, enhancing services as we called them), we treat those as services which need to be in place in order to guarantee and support the operation of the business services (most of the cases, there are some stand-alone ones). Commonly, technical services would not be exposed to the customer, but having the service mapping of the underlying CIs is always a gift, as you can do proper impact analysis in cases of scheduled changes, maintenance, incidents, etc.
If I have to provide a simple, really simple example:
* business service - email
* technical service - exchange server
* technical service - active sync
I hope this helps a bit. Of course, again, this is from my use case perspective.
Cheers!
