Recommendations on populating the 'support group' field for Services that are supported based on geographic location

mikej2 · ‎07-07-2022

Our Institution has some services such as Device Support that have multiple support teams that are based on location. I'd appreciate any insight into how others are denoting the 'Support Group' in the CMDB for any service that has a location-dependent support assignment- especially as it relates to the population of the Assignment Group on Incidents related to the Service.

For example, are you using a central 'Device Support' group to triage the Incident and reassign it to the applicable support team?

Thank you for any input here!

Tony Chatfield1 · ‎07-07-2022

Hi, you could add a location reference field to your sys_user_group records and then use a ref qualifier to match this to the tasks caller\requester or location. But, if you wanted to auto populate and you have multiple resolver groups per location then you would need to include some mapping to identify the correct assignment group; there is a location field on cmdb_ci and this could also be used as a reference referenced.

EricDohr · ‎07-07-2022

Can you clarify if you are using Services and/or Service Offerings?

What if you had something to the extent of:

Desktop Support (Technical Service)

Desktop Support - Florida (offering)
Desktop Support - Wisconsin (offering)
Desktop Support - California (offering)

From a CSDM Foundation standpoint, you would make sure you have corresponding users, locations, and groups.

This way each offering could have a seperate Owned By, Support Group, Change group, etc. Huge bonus as you could then differentiate between the offerings for commitments and metrics as you look to adopt Service Portolio Management. This way it aggregates to an overall Desktop Support.

There is a document in Now Create that is called CSDM Workshop. I grabbed a screenshot of two slides, but this could give you an idea.

mikej2 · ‎07-08-2022

Thank you for the detailed response! And lots of great stuff in that Now Create document.

We are using Services and Offerings. For example our 'Device Support Services' Service has offerings such as 'Data Recovery', 'Device Configuration', 'Lost Device Replacement' , etc. There are other similar setups for other services like 'Mobile Device Management'. And the location-based device support teams each provide these services and offerings. I definitely get the idea of location-based offerings, but we'd maybe need to do that for each of our current offerings.

EricDohr · ‎07-15-2022

It is a tough balance as you of course do not want 25 offerings because of 25 locations. Almost comes down where is there logic where we have to differentiate becuase of support groups, commitments, etc. Also remember you can have multiple offerings that are contained by (if technical service) to an app service as an example.