Service and service catalog
Important
This information is applicable only if you are accessing BMC CMDB version 20.02 and earlier by using a browser that supports Adobe Flash.
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
A 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 |
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