what is the difference between business service and application service

JohnMMcLaughlin · ‎04-18-2019

I'm new to the London version, could someone explain to me what the difference is between business service and application service, from what I am reading they look to be the same thing, are they or are they different?

If they are different when would you use application service over business service?

Thanks in advance,

Raj68 · ‎04-18-2019

Hi John,

Business Service: Work or goods that are supported by an IT infrastructure. Within ServiceNow we then break these down into different types of Business Services (Business Service, Technical Service, Service Offering, Shared Service, Application Service, Billable Service). Business Services of type Business Service are the most abstract and will represent the highest level in your CMDB. These should be how the customer sees the service being delivered, what do THEY call it (forget what IT calls it). Ask your users to describe the services they consume in a day, you'll probably hear "Email", "Purchasing", "Marketing", "Computing", "Telephony", "Finance". A mix of departments and services, that's fine, because your goal is to minimize the time it takes to communicate to your users the state of these services, and to quickly allow your users to communicate to your service desk when there is an issue. I cannot stress enough to talk to your user community to build these, if you build them from an IT point-of-view you'll miss a lot of the value of having a service-aware CMDB. You can read more here: Business service tables

Application Service: Similar to Technical Service, an Application Service is a grouping of CIs and Business Services that are Application specific.

for reference go through below link:

https://community.servicenow.com/community?id=community_question&sys_id=0f87c3a9db1cdbc01dcaf3231f9619d0

NOTE: Mark correct or helpful if it helps you.

Warm Regards,

Raj patel

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big-m0dem · ‎04-07-2020

In the CSDM 2.0 world, should cmdb_ci_appl be auto discoveryed, or a mix of manually entered/discovered items? Or, is cmdb_ci_business_app where you want to put your manual entries and non-discoverable attributes?