Business services are activities that support a company’s core operations, but don’t result in the production of a tangible product. Examples of business services include IT, payroll, marketing, and other support functions that help companies function effectively and stay competitive.
These services may be provided by an outside service provider or by the company itself. Outsourcing allows companies to focus on their core businesses while leveraging external providers for noncore, specialized services. This trend has increased in recent years as consumers have more money and free time, driving demand for services such as lawn care, dry cleaning, and babysitting.
Mapping technical services to business services enables non-technical stakeholders to understand what impact an incident will have on the company. It also helps to prioritize incidents based on the impact to critical business services. You can model business services using the Services Management tool, or in a service catalog/CMDB or other monitoring system.
For example, a service that monitors a device (DNS Server) and a database can be modeled as a Business Service to indicate the business impact of those devices. You can then use the service model in your incident management workflows and status dashboards to make sure that only those incidents that have an impact on business services are reported.
You can create a new business service in Services Management by navigating to Business Services and selecting the Add Business Service button. The following fields are available in the business service configuration: Name: Enter a meaningful name that describes the service. Team (Only available on the Business, Enterprise for Incident Management, and Digital Operations (Legacy) plans): Select the team that should be associated with this business service.