How to create 3 Tier Support Group For Application CI and Map to in Scope ITSM Application

[NidhiPriya]

We need to create 3 Tier Support Group For Application CI and MAP to in scope ITSM Application

[Community Alums]

Hi @NidhiPriya,

I haven't done this myself, but you could use the Teams related list for this, although it is really related to the Service [cmdb_ci_service] table and its descendants (Application Service, Business Service, Technical Service and Offering).

The Teams related list enables you to associate multiple groups with CIs, and also include a 'Group Type' such as 'Support Group'. You can add new Group Types, though - 'Tier 1 Support', 'Tier 2 Support', 'Tier 3 Support' for example.

You can add the Teams related list to the Application form if you wanted to. If you have a lot of Applications, and you're using CSDM, add the Teams related list to the Technical Service Offering form instead, which will make it easier to manage.

If you're going to auto-populate the Assignment Group in an Incident, be aware that the Support Group associated with the Service Offering or Configuration Item field may be auto-populated into the Assignment Group field. Also, you would need some logic to find the correct Teams group to populate into the Assignment Group field, based off the 'Group Type'.

Hopefully this info proves useful - if so, please mark as helpful - thanks!

Jason

[Barry Kant]

Good morning, 
Yes teams table is a good way to do this. It is already filled for Technical Service Offerings. You can extend it in a way Jason mentioned. In ITSM there is no logic to read this content (that would make sense). 

Alternative it to use Technical Service Offerings and depends on Technical Service Offerings and use the Support Groups from those Offerings. That way you need to create Service Offerings per support tier. 
Also here there is no ootb way to consume this data in ITSM. 

The helpful way for ITSM is to model it via teams or Technical Offerings and to be able to downsize the offered assignment groups accordingly. (as first choice).

BR,
Barry

[Sarah Saxon]

Barry and Jason,

Thank you for your thoughts. I am keen for more detail on the line above, about how the support offerings can be mapped out via Service Offerings.

An example of an Application Service's support model:

• L2 is performed by an outsourced application support team with their own commitments and SLA's (Events are routed to the L2 team initially.)
• L3 is performed by a support group who own the application service with specific commitments and SLA's.

Therefore I've created separate TSO's for L2 and L3. I'm unsure on how to associate the TSOs to the Application Service - it's my understanding that an application service can have only 1 relationship to a TSO. If that is the case, I am assuming the L3 support group that are ultimately responsible for the app service is the 'contains: contained by'  relationship, looking like this:

In modelling the TSO's in this way to reflect the support levels, how can we then downsize the list of assignment groups/TSOs associated to an application service, to include the L2 Support team Service Offering?

Thanks, I appreciate any thoughts,

Sarah