Modelling 3rd Party Service providers in the CMDB

[Rob Barnett]

How are folks modelling internal Technical Services which have a dependency on an external service provider -

e.g. an internal team managing/configuring/supporting Mainframe and having Technical Service and Service offerings but also a Service provided by IBM to support.

Or

an internal team managing/configuring/supporting Public Cloud and having Technical Service and Service offerings but also dependent on the services provided by Microsoft or Amazon etc.

I ask as the EU DORA requirement specifies Complete inventory of your entire IT Provider ecosystem - including 3rd party service providers

[Marc De Mol]

We can even look at ServiceNow, we have 1 prod platform, supported by our team who has a contract with ServiceNow for support, no end user should be in contact with ServiceNow directly, our team has that relation. This needs somehow to be found through the impact tree.

[Stig Brandt]

Hi Rob

Here is my take, you need to have an offering for each support agreement,

1: for all, use subscribe by

2: for 2nd/3rd line only subscribed by specific

You then have 2-3 offerings/level (different contracts/vendors) on the same technical service, then you also can Use offering dependency to link them together.

then on incident form, you will be able to select either 1. 2nd or 3 rd level offering based on the service.

Hope this make sense.

Cheers

Stig

[Jacques Clement]

I was always under the impression that a given CI should be supported by only 1 service offering. @Stig Brandt with your suggestion I suppose my assumption is wrong.

Service Offering table has a business rule that synchronizes the support, managed by and assignment groups between the technical service offering and all the CIs of all Dynamic CI Groups that have a relationship with it (BR: CSDM - Sync Group Attributes).

With multiple TSO’s, we would constantly change the related CI’s groups based on which one was the last updated.

Any thoughts?

[Stig Brandt]

Hi @Jacques Clement 

I think your assumptions are correct, seems like ServiceNow, are recommending only ONE TSO per CI, and though, I  have not really been able to meet customer requirements based on that recommendation, and it also seems that others are struggling, so maybe you have a good explanation for the different use cases?

br

Stig