IT Infrastructure to Customer accounts relationships

kg4ult
Tera Contributor

‎01-27-2025 07:57 AM

Good morning,

 

I have to create relationships between supporting IT infrastructure and customer accounts. 
Currently i related supporting IT infrastructure to the customer application services CIs. 

Note: This environment is pretty complex.
I was told by one developer in this company that there is a list of Business Application and Business service offering and how these should be linked to their supporting IT infrastructure. 

So if i can see some examples this would help me get a better idea. 
I have searched google extensively with nothing that seems similar to the environment i am working in.

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Runjay Patel
Giga Sage

‎01-27-2025 08:10 AM

Hi @kg4ult ,

 

In complex IT environments, creating relationships between supporting IT infrastructure, business services, and customer application services is crucial for mapping dependencies, ensuring service continuity, and managing incidents or changes.

 

See below real time example.

 

Business Application → Business Service → Supporting IT Infrastructure (CIs)

  1. Business Application:
    • Definition: A business application provides the core functionality needed by a business to carry out its operations (e.g., a CRM application).
    • Example: "Salesforce CRM"
  2. Business Service:
    • Definition: A business service represents a customer-facing service or a service that is used internally to support the business application. It could be a web portal, a financial transaction service, etc.
    • Example: "Sales Order Processing Service"
  3. Supporting IT Infrastructure:
    • Definition: The infrastructure supporting the business service, such as servers, databases, networks, etc.
    • Example: "Application Server for Salesforce", "Database Server (Oracle for Salesforce)"

Relationship Mapping:

  • The Salesforce CRM (Business Application) relies on the Sales Order Processing Service (Business Service).
  • The Sales Order Processing Service depends on the Application Server for Salesforce (Supporting IT Infrastructure) and the Database Server.

 

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Runjay Patel - ServiceNow Solution Architect
YouTube: https://www.youtube.com/@RunjayP
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