L1, L2, L3 Support Groups modeled in CSDM

[Mihai Kiss]

Hello,

We are trying to find out the best way to model different support groups that can be engaged in resolving Incidents for example, as part of the CSDM framework.

We can imagine that for example a TSO like Active Directory Prod can be split into two, one which will have as a support group the internal team (L2) and another for the vendor support (L3), each having different Service Commitments.

Our issue is related to the first level support group which is normally Service Desk. Is it  a good approach to define for each of the service to which Service Desk can offer L1 support, a specific SO?

Or maybe to have a more general BS and BSO which will act as a more general support service, related to a number of Application Services to which Service Desk will offer support?

I am interested in your experience on this topic.

Thank you,

Mihai

[Jan Strama1]

Hi Mihai,

with the Rome Release ServiceNow introduced a new "Teams" Related List.

I would suggest to adapt this and add additional Group Types for your support Levels.

You then could use assignment Rules or a Flow with a Decision Logic to route the Incidents based on predefined conditions to the right group.

@Chuck Tomasi has shared a good intor to the decision driven Flow in this Community Live stream.

Hope that helps?

Cheers

Jan

[Barry Kant]

Good day Mihai,

can you inform us what information is available on the creation of the Incident?

• Service
• Service Offering 
• Configuration Item

EG:

one option could be that the Business Service Offering has the L1 related and where the Configuration Item might be empty on creation the L1 is selected if the assignment rules are like this:

---

1. If Configuration Item is not Empty use the Support Group for assignment else
2. If Service Offering is not Empty use the Support Group for assignment else
3. If Service  is not Empty use the Support Group for assignment else
4. Fall back Service Desk

---

This means if the incident is created via monitoring (and the configuration item is not empty) it is routed the L2 or L3 depending what is the support group in the Configuration Item.

BR,
Barry

[Stig Brandt]

Hi

I would have 1st line support / Service desk - on the Business Service Offering and 2nd, 3rd etc. on the technical service level as per picture below. The challenge is when you escalate (and all is within Incident), then you should have a child ticket to make sure, that the User Service/SLA/Commitment is available for reporting.

Another scenario is if you have case management 1st level -> Incident 2nd level -> Problem 3rd level as the process.