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 

[Suggy]

Thats good to know how you have configured but I am really curious - how many services do you have? do the end users understand and pick the services rightly? Because, generally end users are not aware of the services. They will be aware of the application names generally  ex- Teams application is not working, payroll website is down etc.

[Siddhesh Wani1]

Actual end user is not able to select anything in the Incident form. The agent's are used to add those details manually. 

[Ravi Peddineni]

@Suggy 

It all depends on your data and training given to your support agents and people who raise the incidents. The default logic is: Service -> Service Offering -> CI.

But this can change. I've seen organizantions ask people to fill Service by making it mandatory while creating an incident as they would definitely know the service they are facing issue with and then based on the description, agents can fill the other two fields.

But i would like to know how is your data setup in the foundation phase?

[Suggy]

@Ravi Peddineni You mean, configuring just the Service field as mandatory? and not making the service offering field as mandatory? 

[Ravi Peddineni]

@Suggy 

Yes that is correct. Keep the Service field mandatory and other two as optional for the people who raise the incidents and when the incident is assigned to an agent, you can make the Service Offering and CI fields mandatory before moving to next states. This way end users will easily create an incident and agents can take care of the rest since they will have all the required information.