How are you using Service + Service offering + CI on the Incident form for Assignments?

[Suggy]

Hello,

People who have experience on implementing CSDM for Incident management, and where the customer has started their CSDM journey focussing on 'SERVICES', please share your inputs.......

1. Which all fields have you used on incident form: Service + Service offering + CI ?

2. Have you made any of those fields as mandatory? If yes, which all?

3. How are you asking the support agents to fill the fields? Any order like fill the 'Offering' first then then the service and CI

or

fill the Service, then offering, then CI

or any other order?

Thank you in advance 🙂

I am looking 

[debendudas]

Hi @Suggy , 

Here is an amazing video on How to configure incident management to align with CSDM which you can refer: Link

Please mark it as an accepted answer and give a thumbs up if it is helpful ✔️

[Siddhesh Wani1]

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Hello @Suggy,

In our Incident Management process, we utilize the Service, Service Offering, and Configuration Item (CI) fields.

There is a parent-child relationship between the Service and Service Offering fields. In our system, every Service Offering is associated with a specific Service. To ensure accurate categorization, both fields are set as mandatory. Users must first select the Service, after which the corresponding Service Offerings related to that Service become available for selection.

Currently, there is no defined relationship between the CI and the Service or Service Offering. The CI is selected manually by the end user based on relevance to the incident.

Please let us know if you need further clarification.

If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

[Suggy]

@Siddhesh Wani1 CI is selected by 'end user'? who exactly you mean by end user? when/where will they select the CI? and you did not answer regarding 'Assigning the incident'. How are you assigning? Using CI or SO's support group or how?

In case of different groups present for CI and SO, how are you handling it?

[Siddhesh Wani1]

In our case End user means the user who creates the Incident.