5.1 How to use

Part of the BSM manual — see also 1. Introduction, 2. What's New, 3. Scope, 4. Setup, 5.2 Business Services, 5.3 Application Services, 5.4 Service Map, 5.5 RACI Matrix, 5.6 RACI summaries, 6. Troubleshooting.

Creating and classifying a service

Open Management > Business Services or Management > Application Services to see the existing records and add new ones. Every service is classified by Service type (Customer-facing or Supporting) and Customer scope (Internal or External) — both are mandatory. An Application Service can also be linked to one or more Business Services it supports.

Assigning RACI actors

Each service's own form has an Actors section for its Responsible, Accountable, Consulted and Informed users, groups and suppliers — this is the only place actors are assigned or changed. The RACI Matrix page (under the BSM menu) is a read-only, filterable overview of every service's assignments at once, useful for auditing who holds which role across the organisation without opening each record. A user can also see every service they are an actor for from their own My RACI tab (Preferences), and from the RACI (as actor) tab on another User, a Group, or a Supplier.

Reading the Service Map

The Service Map (under the BSM menu, or from a service's own record) draws the dependency chain from Business Services down through Application Services to the underlying assets. Use the Group by control to cluster nodes (for example by role or by contract), the Legend panel to read the tier colours, badge colours and equipment border styles, and the fullscreen button for a larger working view.

Generated for BSM 0.21.0-beta.1 on GLPI 11.0.8 — 2026-09-13.