5.2 Business Services

Part of the BSM manual — see also 1. Introduction, 2. What's New, 3. Scope, 4. Setup, 5.1 How to use, 5.3 Application Services, 5.4 Service Map, 5.5 RACI Matrix, 5.6 RACI summaries, 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
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
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
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
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.