Business Services vs Business Applications

cnharris1 · ‎01-26-2022

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 · ‎01-26-2022

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.

View solution in original post

Willem · ‎01-27-2022

You are very welcome! 🙂 If you have any additional question, feel free to reach out.

(Please do not forget to mark replies as helpful and correct, that will reward points for assisting and highlights the answers for others to more easily find)

Welshblacklab · ‎11-22-2023

Sure it is the business service offering that would be made available in the catalog than the business service itself ??

Leonard Salas · ‎09-19-2022

This may be helpful.