# 5.2 Business Services

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![logo](https://docs.tic.gal/uploads/images/gallery/2026-09/vd8bC8LLNHQ1OCcV-embedded-image-dluexzt2.png)

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*Part of the **BSM** manual — see also [1. Introduction](https://docs.tic.gal/books/bsm/page/1-introduction), [2. What's New](https://docs.tic.gal/books/bsm/page/2-whats-new), [3. Scope](https://docs.tic.gal/books/bsm/page/3-scope), [4. Setup](https://docs.tic.gal/books/bsm/page/4-setup), [5.1 How to use](https://docs.tic.gal/books/bsm/page/51-how-to-use), [5.3 Application Services](https://docs.tic.gal/books/bsm/page/53-application-services), [5.4 Service Map](https://docs.tic.gal/books/bsm/page/54-service-map), [5.5 RACI Matrix](https://docs.tic.gal/books/bsm/page/55-raci-matrix), [5.6 RACI summaries](https://docs.tic.gal/books/bsm/page/56-raci-summaries), [6. Troubleshooting](https://docs.tic.gal/books/bsm/page/6-troubleshooting).*

A Business Service is a Tier 1 record: something the organisation delivers or depends on, such as a customer-facing portal or an internal payroll run. Every Business Service is classified by who consumes it and how, and can name the people and teams who answer for it.

## 5.2.1 Open the Business Services list

From the main menu choose **Management → Business Services**. Each row shows the service, who owns it, and the group in charge.

![The Business Services list](https://docs.tic.gal/uploads/images/gallery/2026-09/lG6TfxqYtit5TZKk-embedded-image-pykhnumh.png)

*The Business Services list*

## 5.2.2 Open an existing Business Service

Click a service's name to open its record. This example opens **Customer Portal**.

![A Business Service record](https://docs.tic.gal/uploads/images/gallery/2026-09/wMpxR1gL9d4ZxJTM-embedded-image-joxw3szz.png)

*A Business Service record*

## 5.2.3 Classify the service

- **Service type** — *Customer-facing* (delivered under an SLA directly to a customer) or *Supporting* (underpins another service rather than being consumed directly). Both this field and Customer scope are mandatory: a service cannot be saved unclassified.
- **Customer scope** — *Internal* (consumed by people inside the organisation) or *External* (consumed by customers outside it).
In this example, **Customer Portal** is Customer-facing and External.

![Service type and customer scope](https://docs.tic.gal/uploads/images/gallery/2026-09/wMpxR1gL9d4ZxJTM-embedded-image-joxw3szz.png)

*Service type and customer scope*

## 5.2.4 Assign who answers for the service

- **Business owner** / **Business owner group** — the *Responsible* side: the person and team who run the service day to day. The group list is limited to groups the chosen owner actually belongs to.
- **Technician in charge** / **Supplier in charge** — the *Accountable* side: who signs off on the service and who is accountable if it is run by an external provider.
The unremarkable **Field Service Dispatch** record leaves all four blank — nothing prevents saving a service before its actors are decided.

![Responsible and Accountable actors](https://docs.tic.gal/uploads/images/gallery/2026-09/wMpxR1gL9d4ZxJTM-embedded-image-joxw3szz.png)

*Responsible and Accountable actors*

> **Note:** The full Responsible/Accountable/Consulted/Informed assignment, including multiple users and groups per role, is covered in the RACI Matrix chapter.

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