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Services and Service Offerings

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In this lesson, you will learn:

  • What a service is
  • Business services and technology management services
  • What a service offering is
  • SNWR’s first services

🔁 Quick look back: Last time: Integrating Fulfillment with Other Systems. You learned how a spoke can send an order to a supplier and update the task when it ships.

1 “Is email down, or just slow for me?”

During the email outage, the Service Desk got 80 calls.

  • Each agent picked a different CI, or none.
  • Daniel couldn’t see how many people were hit.
  • Arjun, who owns email, heard last.

🎯 The problem: When records don’t say which service is affected, nobody sees the big picture.

👉 The fix: define SNWR’s services and offerings, so every record can point to one.

2 Services and offerings

Key term: Business service

A service employees use and would name, like SNWR Email.

Key term: Technology management service

A service IT teams provide to run things, like SNWR Network. Older releases call it a technical service.

Key term: Service offering

One version of a service, with its own promise, like SNWR Email – Standard.

SNWR's first services. SNWR Email is a business service owned by Arjun Mehta. Its offering is SNWR Email - Standard, a business service offering. SNWR Network is a technology management service. Its offering is SNWR Network - VPN, a technology management service offering. Employees see SNWR Email; IT teams use SNWR Network.
Figure 1. Two services, each with one offering.

3 Why offerings matter

  • A service can have more than one offering, like Standard and Premium.
  • Each offering has its own promise, support hours and who can use it.
  • Incidents and changes point to the offering, so reports show which promise was hit.

⭐ Remember: Service = what it is. Offering = the version people get, with its promise.

💡 Good to know: Need a refresher? See Fundamentals › CMDB Essentials › CSDM Basics.

4 Quick recap

  • A business service is one employees use, like SNWR Email
  • A technology management service is run by IT for IT, like SNWR Network
  • A service offering is one version, with its own promise
  • Older releases say “technical service”
  • Records point to services, so impact is clear

5 Check yourself

Think of your answer first. Then tap to check.

1 SNWR Email: business service or technology management service? Show answer

Business service.

2 What was a technology management service called in older releases? Show answer

A technical service.

3 Name SNWR Email’s offering. Show answer

SNWR Email – Standard.

4 Why point records to an offering? Show answer

Reports show which service and promise was affected.

Nice work! You can tell services and offerings apart. 🎉
Next up: Service Portfolios and the Service Lifecycle

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