Need insights on - How to design platform apps and desktop app services in the CMDB based on CSDM

[Anand Subramani]

Hi All,

We are in the process of redesigning/remediating our CSDM portfolio (tech / business services and offerings) which led us to take a hard look on what application services are defined in the CMDB. We identified a lot of opportunities for improvement and one particular scenario that I'm looking for some insights is on "Microsoft Intune Platorm".  

We use Microsoft Intune platform to request from and Install COTS applications such as Adobe, MS apps etc. The pain point is when incidents are raised for any desktop application such as Adobe, the tickets get assigned to the "MS Intune" team and they reach out to the actual application owner to provide support. This causes us a lot of delay and is severely affecting our CSATs. The Intune team cant provide support for Desktop apps because this team only maintains the Intune platform and not the apps that are installed via it.

So the question is -

1. Do we create an application and application service for each of the Apps available via Intune and train our SD folks to start selecting specific Desktop apps when opening Incidents and route it to App support groups

OR

2. Should we create the MS Intune platform as a Platform host and all other Apps as Application services underneath the Intune platform.?

Th problem I'm trying to solve is with incorrect incident assignments and also want to incorporate best practice CSDM directives.

Can anyone provide some insights from your experiences. 

Thank you.