This documentation supports the 19.02 version of BMC Atrium Core.

To view the latest version, select the version from the Product version menu.

Service and service catalog

A service is the utility that an organization provides and is defined by its service offerings, request actions, and service level targets. For example, the Calbro IT organization offers an email service, which includes gold and silver service offerings that have service level targets based on response times. 

The Service Catalog provides centralized management of business services across BMC products. It enables you to define in BMC CMDB a common list of services that IT provides to the business. You can use Explorer to dynamically update the infrastructure configuration items (CIs) related to these services by using queries and templates. In the Service Catalog, a service must have at least one service offering and can have one or more request actions. Creating a service catalog is a prerequisite to building a service model. 

Relating services to infrastructure CIs in your CMDB enables an IT organization to:

  • Establish and set clear expectations for service delivery.
  • Rationalize data across IT processes based on a business context.
  • Provide a service-oriented approach to enable management reporting.

With the Service Catalog, you can access a list of all the business services and their supporting technical services. 

Example of a service catalog

 service catalog is a list of IT services, logical assets, and physical assets that support business processes for a company. 

The service catalog must list all of the IT services with a summary of their characteristics, including values for the fields shown in the following table. 

For the Sales Logix IT service example shown in Example business service model spreadsheet, the detailed IT component information required by BMC Impact Model Designer is shown in the following table.

Type

Name

Description

Cell name

Status computation model

Relationship Policy

Provider instances that impact

Consumer instances depending on

Business process

Support service requests

Business function is customer support

Bogart

Direct

Tech Support Analysts

User community

Tech Support Analysts

Tech supporting service requests

Bogart

Standard

Direct

Sales Logix v6.01

Support service requests

Application

Sales Logix v6.01

Sales Logix application, v 6.01

Bogart

Standard

Increasing

Sales Logix server

Tech support analysts

Application server

Sales Logix server

Sales Logix server

Bogart

Standard

Increasing

Sales Logix DB software

Sales Logix v6.01 tech support analysts

Database

Sales Logix DB software

Sales Logic database software v6.0

Bogart

Standard

Direct

SALLOG

Sales Logix application tech support analysts

Database server

SALLOG

Sales Logix database server

Bogart

Standard

Direct

Sales Logix db software tech support analysts

Example of a business service model spreadsheet

The following example service model spreadsheet for the Sales Logix IT service shows how core competencies map to business functions and processes which in turn are dependent on IT services and components:

 Example business service model spreadsheet

Core competencies

Business functions

Business processes

IT services

IT component

Plan and develop products

Marketing

Market research

Research and development

Product planning

Manager customer relations

Front office sales

Response management

Customer support

Support service requests

FTP

Server: FTP

Sprint

Server: Walrus

Sales Logix

Database: SALLOG Applications: Sales Logix User group: Tech Support dept Servers: Antelope

Related topics

Building a service model

Service modeling


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