Business processes and capabilities within ITSM processes

[Chaz_]

Hi,

If an area of the business would like to start reporting on Problems and group by themes which seem to be a crossover between business capabilities and business processes what would be the best way to set this up?

I can see that Business process is not a field available on the Problem record. However it exists as a related list. One issue is that users prefer a field rather than having to deal with related lists due to ease of use.

What’s the best way to set this up, while minimising customisation? Also, how would business processes fit in and relate to capabilities, business applications etc? I can see business applications has a field for the APM business process. The CSDM shows business processes as a foundation entity.

Thanks.

[cassieb_]

I would recommend having the CSDM populated with Business Services, Business Service Offerings and Application Services. The Business Services should be related to the Business Capabilities, and Business Service Offerings should be related to the Business Services. The Application Service, representing the deployed stack, then are related to the Business Service Offering. Then the Service and Service Offering are available on the Problem record and you can dot walk from the Service to the Business Capability for reporting purposes.

The population of the Service Offerings and Application Services would help in starting their CSDM maturity Journey.

[Barry Kant]

Good day, 

ootb business processes are n:n related to business capabilities and 1:n related to business applications. 
If you populate impact analysis as well on business applications you could add the business process attribute in the related list view. That is the easiest that can be done ootb. 
If there is a need to understand the business capability and business processes related to business capabilities then you need to add a richer analysis output. Keep in mind that this is suggested impact (indicative). 
The alternative route can be application services > service offerings > services > business capabilities > business processes. Also it requires a richer output than ootb available. 

BR,
Barry

[SteveMacWWT]

Going off of both cassieb_ & Barry's responses - Business Processes are not 'Operational' focused; i.e. they aren't intended for direct consumption by Incs, Prbs, Chgs, etc.. I would suspect that what your users are thinking of as Business Processes are a better fit for Services/Offerings.

For a fast(er) solution that does not start down the wrong (shortcutted) path, I suggest getting your business processes set up as Services & Offerings, and using those OOtB fields for tasks. You may need to add the fields to your forms. 

Once you do that, as you build out the capabilities around CSDM you are in a good starting position and will have less that needs to be refactored.