CSDM and ITSM Modules

[Gururaj Kulkarn]

What could change if we transition from the traditional service map to CSDM. e.g. currently we use Business Service Name to create an Incident, Request. With CSDM, maybe we need to select the service offering in the Incident form instead? Basically what is the positive impact on OOTB ITSM processes by migrating to CSDM?

[CMDB Whisperer]

It's not so much an either-or scenario.  The incident task already supports three separate fields out of the box:

• Service - The business or technical service where the incident was observed, e.g. Email
• Service Offering - The specific business or technical service offering where the incident was observed, e.g. Corporate Outlook Email
• Configuration Item - The specific infrastructure CI or Application Service where the incident was observed, e.g. MS Outlook Prod US or USWIN-O365-01.

Depending on the scenario and method of incident submitted, you may end up with one or another of these populated at incident creation time.  The incident triage process should seek to refine this information to more accurately determine the nature of the incident. 

By following this method you will be better able to determine the potential and true impact of service outages, to route incidents more effectively and efficiently, thus reducing MTTR, and more effectively categorize and classify incidents, to gain insights that will support business decisions and reinforce continual service improvement initiatives.

[Cheshire Cat]

Hi Gururaj - Can you provide an example of a business service name you are using?