How Would We Represent This in CMDB?

[Gary28]

Hello

In Federal government many agencies have adopted GSA's Enterprise Infrastructure Solution, https://www.gsa.gov/technology/it-contract-vehicles-and-purchasing-programs/telecommunications-and-n.... Simplest terms our vendor provides us WAN and other managed services (by the vendor). As a Federal worker our job is oversight and program management ensuring SLAs/KPIs are met. The vendor does the managing, troubleshooting and repairing of WAN and other services.

All offered services are in attachment named "EIS Top-level ...".

First general question is, how to represent these services in CMDB, as technical, business, other-solution service?

Second more specific question regards the concept of the attachment named "USDP Arch ...." This abstracted service named USDP (Service delivery Point) is a local office's connection point for WAN services. A USDP is a bundle of Managed Service, Managed Security, router, some locations might have a switch as part of implementation. In the diagram you'll notice Profile Type on left side of graphic. This depicts service speed saw Office 10  represents 10Nbps service and so on down the list. At this point in time we have a USDP asset table with pertinent attributes that capture of above that also creates a CI object in CMDB. Our CMDB is in its infancy so open to hear all suggestions

Questions regarding USDP abstracted managed service:

• USDP only a CI?
• USDP a technical, business or other service in CMDB?
• We have four regional gateway sites that USDPs connect to for WAN and other services. Talk about them later

For now, we'd like to represent this managed service object, USDP, in a standard way if possible in ServiceNow. Down the road a typical single location (we have 8,000+) would have a USDP, and any umber of other managed services listed in other graphic.

Thoughts? Thanks, Gary

[Ashok Sasidhara]

Almost everything mentioned in your EIS Top-level services attachment seems to be network related. All those should be 'Technical services'. Only 'Contact center service' and 'National security and emergency preparedness' seems to be suitable candidates for Business services. 

Also for each of the service which you create, you need to create service offerings (technical service offering or business service offering depending on the type of service) based on appropriate parameters like geography, pricing, SLA commitments, availability etc. Every service is recommended to have at least one service offering.

Any individual devices or components like switches, circuits, routers, wireless access points etc. should be represented as individual CIs.