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

[CasperJT]

Hi Cátia,

Can you add some more context. What is the difference between each tier?

Typically the idea behind CSDM would be that the hierarchy of the CMDB allows for each tier to manage different layers of the service.

For example you might have a Service Desk providing first line support, an On Site support team providing physical support, a Clients team providing support for the OS, a Software Distribution team responsible for packaging and so on.

//Casper

[catia_alves]

Hi Casper,

I think the ideia is, first layer (service desk) can't solve, must assign the second layer more specialized, and after that 3rd... The thing is we don't want to allow the selection via field assignment group, because it can create incongruences with the offerings, so, the only selection when creating or updating the ticket on that matter, would be the offering (its what service now says its best practice). Thank you

[CasperJT]

In that case I would lean towards multiple service offerings (Both Business and Technical).

[catia_alves]

But that wouldn't be the same as having the assignment group available? All those groups represent one service provided...so, for me it doesn't make much sense to have one offering for each group...and the work for achieving that is insane, not to mention user having to choose in big amount of offerings...

[CasperJT]

If you see it as one service, then I think you should treat it as one. You could customize your way out of it, by adding additional fields on the offerings referencing your 2nd and 3rd line support teams.