question Re: Business Service Offering VS Technical Service Offering: One Simple Question before I go crazy! in Common Service Data Model forum

Business Service Offering VS Technical Service Offering: One Simple Question before I go crazy!

Martin58 — Tue, 15 Feb 2022 15:29:08 GMT

Dear CSDM Co-Fighters,

I'll keep this short:

We are an internal IT service provider that provides IT services to our "customers". We are a cost center and do not sell services in that sense.

We also do not offer business services, such as "human resources management" or "financial accounting". It is limited to onboarding and offboarding at the moment.

Instead, we offer access to individual business applications/systems.
Access to Application XY (SAP PM1, Teams, Editorial System, Active Directory, Okta, etc...)

This is of course includes Technical Services, now do I offer this via Technical Service Offerings or via Business Service Offerings?

To my understanding these people are Technology Consumer.

I have a problem offering it through Business Service Offerings.
So for each Technical Service I would have to create a Business Service with the same wording.

I would be very grateful if you could tell me how you would solve it.

Many thanks and
Greetings
Martin

Re: Business Service Offering VS Technical Service Offering: One Simple Question before I go crazy!

Linda S — Tue, 15 Feb 2022 15:39:45 GMT

Martin,

I agree with your understanding and keeping true to the definition of Technical Services and Service Offerings. Keep the Business Services/Offerings available for expansion of the use of the platform.

Linda

Re: Business Service Offering VS Technical Service Offering: One Simple Question before I go crazy!

markbodman — Tue, 15 Feb 2022 15:54:18 GMT

I would suggest listening to this video where we discuss the similarities / differences between the Business and Technical Service. This is a question we often get, this session will help determine what way to go with defining one vs. the other.

Application vs. Business Service Discussion

Re: Business Service Offering VS Technical Service Offering: One Simple Question before I go crazy!

Martin58 — Tue, 15 Feb 2022 16:05:43 GMT

Hi Mark, I just had to laugh out loud because I watched this exact video yesterday.

At which point is exactly this question answered?

Martin

Re: Business Service Offering VS Technical Service Offering: One Simple Question before I go crazy!

Martin58 — Tue, 15 Feb 2022 16:11:55 GMT

Hi Linda,

thank you much for your answere.

Hope, this video below highlights it.

Martin

Re: Business Service Offering VS Technical Service Offering: One Simple Question before I go crazy!

SebastianKunzke — Tue, 15 Feb 2022 16:15:46 GMT

Your example is a good example, why CSDM at the end is a framework. At the end I would like to turn around the question, what do you want to support:

1. Cost: You are one cost center, so you do not want to distribute the cost to other departments. So you have no necessity to capture subscriber to a business service offering.
--> You can stop in the walk phase for CSDM

2. Enabling the ordering of access: Your "customer" should be able to order access to various systems.
--> Therefor you could use catalog items. The availability can be managed over user criteria and not over the subscription of a service offering.

3. You want have visibility about your service offerings based on a technical view.
--> You can stop in the walk phase

4. You want to use the structure in the incident management. Now it gets interesting. Based on your targets I would say, you can work with configuration items.

For ever other process (Change, problem, etc.) just ask you, what do you need. At the end the CSDM is a framework to accomplish that big enterprises can manage different requirements and use cases within ServiceNow. But with stopping in some phase you do not obstruct something for future improvements.

I hope that helps.

Re: Business Service Offering VS Technical Service Offering: One Simple Question before I go crazy!

Christian Prob2 — Wed, 16 Feb 2022 17:33:18 GMT

Hi Martin,

reading the definitions I would say you do provide Business Services in the spirit of CDSM.

Business Services are consumed by your business 'units' - HR, Production, Finance, etc. And you can use Business Services and Business Service Offering to uniquely define constraints around how you provide access to application services in terms of availability, scope, pricing, and other factors.
Technical Services are consumed by other (IT) services so by that very definition an HR person/unit can't directly access or consume a technical service.

That - and as @Sebastian Kunzke said if you have no need to create and maintain business services and business service offerings I wouldn't go crazy over it 😉

Hope that helps a bit?

Christian

Re: Business Service Offering VS Technical Service Offering: One Simple Question before I go crazy!

Martin58 — Thu, 17 Feb 2022 15:02:51 GMT

Hi Christian,

Yes, that is how we have implemented it so far and I will put the technical services aside for our case for now.

However, these answers to my question show that opinions differ.

Thanks for your help

Best regards
Martin