CSDM & Open Source Applications

[Jimmers]

Typically our company does not allow Open Source Application to be present in our enterprise. But times have changed. Recently we have been requested to represent a few Open Source Applications or Tools into the CSDM framework. I was thinking of representing them like any other Application, until the requirement delivered of Support. For some of these applications there may be "light support" from our support teams. For others they would not be supported internally, but customers would need to work with what ever support is available externally. So my question is, has anyone had to deal with something like this before, where there is no Support Group listed for Incident/Change routing, and if so, how did you deal with this?

Thaks, Jimmers

[SwarnadeepNandy]

Hello @Jimmers 

Here are some suggestions, which may help

• You can represent the open source applications or tools as business applications in the CSDM framework, just like any other application. You can use the Business Application table (cmdb_ci_business_app) to store information about the open source applications or tools, such as name, description, version, license type, owner, and so on. You can also relate the business applications to other CIs, such as information objects, application...
• You can create a custom support group for the open source applications or tools, even if there is no internal support team for them. You can use the Group table (sys_user_group) to create a group record for each open source application or tool, and assign a group manager and members who are responsible for managing or using the application or tool. You can also assign a group email address that can be used to contact the external support sources, ....
• You can associate the open source applications or tools with a support offering that defines the level and scope of support available for them. You can use the Support Offering table (cmdb_ci_support_offering) to create a support offering record for each open source application or tool, and specify the support level, hours, SLAs, and contacts. You can also relate the support offering to the business application and the support group.

Kind Regards,

Swarnadeep Nandy

[Jimmers]

Thanks, Swarnadeep.  That's not too far off from what I was considering!

[l337]

"You can use the Support Offering table (cmdb_ci_support_offering)"

I checked and noticed the table above does not exist. I believe you were referring to the Service Offering table which can be accessed using string "service_offering.list". This table is not listed as a CMDB table.

[l337]

I would do the same as you were thinking, create an application service representing the open source application, relate the application service to an upstream business service CI representing whatever service the application is providing (biz service "depends on" application service). Create a Technical Service Offering (TSO) representing the limited amount of support with the support group information in that record, and relate the TSO upstream to the application service (TSO contains application service). Create a Business Application CI record with a consumes relationship to the Application Service.