I saw the response to Cheryl earlier about how to show Level 3 support teams, part of which was to engage with other ServiceNow product teams about how to deal with ticket re-assignment. I have a couple of related questions on that:

One is whether you would classify Level 1 support as a Technical Service? For example, an organisation might have several different channels available for business users to report incidents, perhaps with different SLAs dependant on the channel. Is that something that can be reflected within the Technical Services model?

Secondly, I am aware of that within the CSDM Documentation there are the various Product Views already available, and I’ve also watched the recent video posted to the community on how Change Management leverages the CMDB. Going back to the earlier response to Cheryl, the question of how incident re-assignments work is for me a key one when it comes to modelling services, and the SLAs and OLAs linked to the service offerings. Is it possible to get more integration with the other product teams within this community so that we can see what they have to say to some of these questions?