Digital Workplace service CSDM

[1__Fredrik_CSDM]

Hi Community

A company offers Digital workplace as a service to customers. This service descriptions includes

IT Workplace hardware = Orderportal for Mobilephones, laptops, desktops etc including lifecycle management of these.

Managed Workplace =  The service means that the Supplier provides and maintains the management platform to handle lifecycle management of client images including antivirus and base applications (O365m VPN etc) such as Windows clients, MAC, Mobile devices (iOS and Android) and Azure Virtual Desktop.

Commitments

Operations and support

Role-based profiles for devices

Basic config of client images

Management of client policies

Lifecycle management  base applications

Management of secure protection for the Customer's digital workplace

Software as a service/ IT-Workplace productivity software

Commitments

Packaging and distribution of base applications

Packaging and distribution of add-on applications (Application that are not base apps)

Operations and support

Packaged application lifecycle management

How would you use the CSDM model to categorize/config this service with the CSDM objects like Business service and Service offerings, Technical service and service offerings?

For example the service portfolio could be Digital Workplace with several services and offerings

[Mathew Hillyard]

Hi @1__Fredrik_CSDM,

Think in terms of the Service Portfolio taxonomy. All of the services mentioned look like they would be "sold" to customers as part of "end user" services. At the highest level the CSDM is stratifying what your organization does (business capabilities) into the  business services that deliver these capabilities and the (application and technical) infrastructure that provides them (which is the Design and Manage Technical Services domains).

As a first step describe the Digital Workplace service portfolio and each Service's Service Offerings. There is some debate as to whether these kind of end user services sit in the sell/consume space (Business Service) or manage technical services domain (Technical Service) - there are justifications for either approach, so I will leave that up to you to decide.

From a business perspective the consumers of the service won't need to know (and won't care) whether these are provided by your organization or its third parties - just which services are offered. Depending upon the model for your organization (e.g. an MSP) you could decide to split the lines based on how the services are provided but typically in CSDM the business facing part should just describe the service being offered, its scope (subscriber/user base), SLA(s) and commitments.

Once you get to the supporting infrastructure (directly connected or related App Services/Dynamic CI Groups typically linked to underpinning technical service offerings) you can establish how the services are provided (directly and with supporting technical services), where they are provided from (location/geography) and by whom (internal/external). For a service offering like "desktop hardware support", this isn't typically mapped with an App Service as the "service map" is just the list of end user hardware devices in scope, so this is usually handled with a Dynamic CI Group - the CSDM doesn't call this out specifically but it is fine to link this directly to either a business/technical service offering (depending upon where your organisation believes the service sits in the portfolio).

As a final observation, some of the items you have listed look like activities carried out within a service offering rather than the service itself or the infrastructure that provides it - for example, "Basic config of client images" and "Management of client policies" could both be activities carried out by as part of a Desktop Management technical service within a Windows Desktop Image technical service offering, for example. This information could be a part of either the documentation or related knowledge, or even a link to a further supporting technical service - the approach very much depends on how your organizational structure works.

[1__Fredrik_CSDM]

Thank you Matthew, and  agree on that the commitments activities mention would be a part of a service offerings. My take was that Managed workplace was a Business or tech service and and the commitment activities was a simple description of what is included in that service that is carried out by service offerings