Service Classification

[FrancescoF82933]

Hi All,

When implementing a new Service record on the cmdb_ci_service_list, one of the fields you need to fill in is the "service classification". By default, you can select one of three categories: Business Service, Application Service, and Technical Service.

Is there a definition of these three categories that I need to know in order to choose the most accurate category for the Service I'm creating?

Thank You

[Dr Atul G- LNG · Accepted solution]

Hi @FrancescoF82933 

This whitepaper helpful.

https://www.servicenow.com/community/common-service-data-model/csdm-5-finally-get-the-csdm-5-white-p...

A Business service is a service type that is published to business users, and it typically underpins

one or more business capabilities as it provides specific value and outcomes.

o Business Service are the most abstract and will represent the highest value level in a

CMDB (see CSDM Service). A Business Service is how the customer sees the service

being delivered not what IT calls it.

o A Business Service type is related to a Business Service CI, and it’s associated with a

service owner and has one or more Business Service Offerings.

o Single Level; not a hierarchy

o Is an Operational CI (cmdb_ci_service_business), used for impact analysis in Incident,

Problem, Change (IPC). Also used for Approvals for Change.

• A Technology Management Service, previously documented as a Technical Service, is a service

type that is published to service consumers, and that provides the administrative and

operational functions to manage the technologies that are typically layered under one or more

Business and/or Application Services.

o A Technology Management Service type is related to a Technology Management Service

CI, and it’s associated with a service owner and has one or more Technology

Management Service Offerings.

o Users can view and manage the technologies that are provided to the business, and as

such should be Provider focused.

o Event Management enables monitoring of service performance and identifies health

issues for related infrastructure CIs and application services.

o Technology Management Services can be managed as part of the Service Portfolio in the

Service Consumption domain (that is, a Service Portfolio hierarchy can be referenced

from a Technology Management Service).

o Single Level; not a hierarchy

o Is an Operational CI (cmdb_ci_service_technical), used for impact analysis in Incident,

Problem, Change (IPC).

• A Service Instance, previously documented as an Application Service, is a service type focused

on the instantiation of a Service. We have added several new Service Instance siblings to the

preexisting Application Service table. An Application Service remains a logical or designated

instance of a Business Application or Application Function based on the deployed and

operational system + application/software stack.

o An instance may be designated by environment such as Development, Test, Production,

Prod1, Prod2 etc.

o An instance may be designated by region, line of business (LoB) or otherwise. Instances

can be regional or cross-region as well.

o Is an Operational CI (cmdb_ci_service_auto), used for impact analysis in Incident,

Problem, Change (IPC).

o Application Service (Instances) can be created through Manual Mapping, Service

Mapping with Entry Point, Tags or Dynamic Query.