question Re: Business Services vs Business Applications in ITSM forum

Business Services vs Business Applications

cnharris1 — Wed, 26 Jan 2022 22:41:08 GMT

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

Re: Business Services vs Business Applications

Willem — Wed, 26 Jan 2022 22:57:32 GMT

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/csdm-conceptual-model.html

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

Re: Business Services vs Business Applications

cnharris1 — Thu, 27 Jan 2022 13:54:24 GMT

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

Re: Business Services vs Business Applications

Willem — Thu, 27 Jan 2022 14:07:28 GMT

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.

Re: Business Services vs Business Applications

cnharris1 — Thu, 27 Jan 2022 15:24:11 GMT

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

Best regards,

cnharris

Re: Business Services vs Business Applications

Willem — Thu, 27 Jan 2022 15:38:44 GMT

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)

Re: Business Services vs Business Applications

Leonard Salas — Mon, 19 Sep 2022 21:54:19 GMT

This may be helpful.

Re: Business Services vs Business Applications

Welshblacklab — Wed, 22 Nov 2023 09:02:31 GMT

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