Business service offering

[sylvainbarr]

Good day,

We are starting to support business applications, we have defines Business services and BSOs. I need your thoughts on the following use case:

Business Application X = BAX

Application service = BAX Prod

Business Service = Workforce Transportation Service

Business Service Offering = BAX - Canada

I need to manage access request for BAX

We are using generic Request forms, my idea was to create a BSO = BAX Access req ( would regionalize it if required) that BSO would have specific Approval and support groups. We are publishing catalog items under the corresponding BSO, this is all good in the self service ESC portal

My concern is how will this be handled in the SOW when handled by an agent, will the agent need to select the offering? So far we have trained our agents to enter the impacted CI, in this case they would select BAX - prod and the service/BSO will autofill.

Hope I am clear, thanks for your help

[fknell]

Hi @sylvainbarr,

Aren't you going to open a Request and/or a Request Item for that? The form doesn't have a field for the 'impacted CI'. 

Or is your concern about processing incidents once access is given?

[Mathew Hillyard]

Hi @sylvainbarr 

If you mean an agent creating a request for access, then this would be quite a rare occurrence, nowadays right? Usually people raise these requests from a portal, which raises a request automatically and you can set it to be auto-populated with Service and Service Offering by relating the chosen Service Offering to the catalog item (you need to implement this, the logic to populate is not OOTB) and getting the Service from the Offering's Parent field.

When raising an Incident about this service offering, then I would guide your service desk to either start with CI then have Service offering filter on all Offerings that are linked via CSDM Services from that CI, or (and I think this is better) start with the Service Offering. Have it auto-populate the parent Service (which should be read-only) then have the CI field be filtered to show only those CIs that are linked to that Service Offering. It's not always the case that you know the causal CI on an Incident at creation, but you should always know the impacted Service Offering.

I hope this helps!
Mat