What Service and Service Offering to select when register an Incident, Business or Technical ?

[Pia Herrstromer]

What Service and Service Offering to select when register an Incident, Business or Technical?

Hello Experts!

We are looking for guidance how to utilize the ServiceNow functions the most and understand thought behind, so that we can guide our users in a good way

Scenario: HR Business Consultant contact the IT Support, explaining there is an issue when trying to save an update on a recruitment activity.

The support agent think that is most probably an issue with the Application Service  “ServiceNow –Prod” and select that as the Affected CI - on the Incident form but …

What Service and Service Offering is recommended for the Support agent to enter in the incident form?

-A, the Business Service and the Offering reflecting the function customer having issue with?

Or

-B, the Technical Service and the Offering providing the technical Solution by Application Service “ ServiceNow – Prod, consumed by the Business Service offering and its Customer

* Note in our case Auto Assignment Group is picked from Technical Service offering, responsible for the selected Configuration Item

-What OOTB functions would come with what choice?

-And will both the OLA between Tech Service offering and Business Service Offering and the one between Business Service Offering, and Business Customer kick in regardless of choice?

Appreciate all guidance on this matter.

Kind Regards Pia

[Paul Curwen]

An interesting question. OOTB The Service field on the Incident form just looks at all Business Services, and then the Service Offering filters on the selected Business Service. So no Technical Services are exposed with this method. I think for the majority of cases this should work. There is of course an element of educating users what a Business Service actually is.

You are correct that the HR Agent in your example will probably know they are using ServiceNow Production (Application Service), but the Business Service would likely be something like 'Recruitment'.

There is an interesting discussion on this here

https://www.servicenow.com/community/common-service-data-model-forum/technical-services-business-ser...

but I have yet to see any definitive best practice other than the model that is  OOTB. 

Anyone have any more insight into this?