CSDM - Service offerings with more than one support groups/tier.

[catia_alves]

Hello,

We are implementing csdm in our instance and came across this problem:

We have created service offerings each with one support group. But our customers have two or more tiers for some of the offerings.

Example:
Offering - Windows administration
Support group 1 - Tier 1 support for Windows
Support group 2 - Tier 2 support for Windows
Support group 3 - Tier 3 support for Windows

The CSDM format of service offerings only allows selecting one support group for incidents, one for change and approvals.

Since this a typical ticket management organization (having levels of support), what are the possibilities oob for dealing with this requirement?

Thank you
Cátia

[luffy3478]

include tiers in service offerings name to differentiate

[catia_alves]

We thought about that but we would have to create too much offerings with almost same name (only chnanging the end). And the service offering is basically the same…just changes the assignment group…

[luffy3478]

you can manage different SLAs and impact

[luffy3478]

you can also create a parent group, adding the se groups as child