Business Services vs Business Applications

[cnharris1]

Hello everyone,

I know this question has been asked several times by other community members but could someone give me a clear understanding of Business Services and Business Applications?

The context of this question is that we are working on revamping our service catalog to help out with better reporting and metrics. I'm trying to figure out what needs to happen when someone creates an incident regarding software/applications. For example, when a user submits a ticket, would they create a ticket against the Business Services or would it be against Business Applications or could it be both?

Any guidance will be greatly appreciated!

Best regards,

cnharris

[Willem · Accepted solution]

Hi,

I would say most common is creating/reporting on/selecting the the Business Service Offering:

The Application Service is more a technical entity and the Business Application and Business Capabilities are more in the Design domain. Meaning both would not be used or referred to (directly) by customers. So it makes more sense to focus the (business) catalog around the Sell/Consume side of CSDM.

Technical Services and Technical Service Offerings can also be a part of both your offering and supporting catalog, but are more focussed on technical usage.

Reference: https://docs.servicenow.com/bundle/rome-servicenow-platform/page/product/csdm-implementation/concept...

Note: CSDM 4.0 whitepaper is also floating around, but the same principle in terms of disclosing applies there as well.

[cnharris1]

Thanks for the information Willem!

So business services are what I'll use in the catalog? Does Service Mapping pull those in or can I enter those in manually? 

Sorry for all the questions, this part of ServiceNow is still a new area for me.

Best regards,

cnharris

[Willem]

Hi cnharris,

No problem, happy to help. I would advise you to follow this CSDM training on NowLearning, it is filled with examples and helps you step by step in applying its principles:

Common Service Data Model (CSDM) 3.0 Fundamentals

If any of my comments helped you, please feel free to mark them as helpful. That helps others find the comments/answers as well.

[cnharris1]

Thanks for your guidance on this Willem! That fundamentals course is just what I needed.

Best regards,

cnharris