Service model components
To support a service model that complies with ITIL v3, BMC Atrium Configuration Management Database (BMC Atrium CMDB) includes several components that combine the utility (what a service does) and warranty (how the service is delivered). The following figure shows a high-level view of these components.
Service model components
- Service — Describes functionality that an organization provides. In BMC Atrium Core, the service is a container that includes service and requestable offerings and service level targets.
- Business service — Services available to customers that show the consumer view of services, such as email or an online store.
- Technical service — Supporting IT and infrastructure resources required to support business services that are not visible to customers, such as servers, applications, and network configuration items (CIs). These technical services can be associated in BMC Atrium Explorer with CI queries.
- Service offering — Defines what service an organization provides and how it is provided that customers can select. All technical and business services must have at least one service offering, but a service can have more than one service offering. Each service offering defines a level of service for a price: it combines the service (utility), a service level target (warranty), and add-on options. You can also associate a service offering with a technical service.
- Requestable offering — Defines what service an organization provides and how it is provided. Unlike a service offering, end users can select a requestable offering. The requestable offerings provide options for how IT implements the service offering. Service offerings do not require a requestable offering but can have one or more. Each requestable offering defines a level of service for a price: it combines the service (utility), a service level target (warranty), and add-on options.
- Service level target — Describes measurements for the performance of a service or offering.
- Options — Describes discrete choices that customers can select. for a service, requestable offering, and transactional offering. Each option has one or more choices, each of which has cost and price information. These options and their choices are available for users to select. They are managed separately from offerings because they do not rely on a specific offering, making the options reusable.