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]

@Ravi Peddineni  are you saying end users should select the 'service' on the incident record producer and submit?

[Ravi Peddineni]

@Suggy 

Yes that would be my suggested approach until the process gets matured. And I agree with Barry’s suggestion too since it suggests to go more granular by making the Service Offering mandatory. This way you could auto fill the Service. But all these options should be considered only after the end users who raise incidents and agents who work on them are trained and given proper documentation of the process. Maybe you could also make use of AI to give suggestions to users who are raising incidents. Not a required thing but it would def help to select options.

[sayali97]

Hi @Ravi Peddineni 

What if we have to achieve 

• In case of a Service was selected, only those Service Offerings and CI are being displayed in the reference fields, which are related to this Service
• In case of a Service Offerings was selected, only those Services and CI are being displayed in the reference fields, which are related to this Service
• In case of a CI was selected, only those Service Offerings and Services are being displayed in the reference fields, which are related to this Service

[Ravi Peddineni]

@sayali97 

Yes that is the desired state for Incident according to CSDM framework. We could have reference qualifiers and ui policies in place to achieve that when creating an incident.

[RichardHeap]

Hi, have you seen this video, it's one approach which could be used/

https://youtu.be/pVW5QJzzBkE?si=r3cy49fgp0Bmmjcp