Service Offering on the Incident form

[craigrowlson]

I'm curious about your experience with CSDM implementation and adding the Service Offering to the Incident form. If you've done this, do you make the Service Offering field mandatory? If yes, how do you handle calls about unrelated topics? Conversely, if you don't make it mandatory, how do you ensure it's completed when relevant?

[Ravi Peddineni]

@craigrowlson 

This setup is could be different for each organization. But here is the general guide of best practices for Incident Management: How to configure incident management to align with CSDM; a leading practice guide 

[Barry Kant]

Hi Craig, 

IT solutions are offered for consumption via offerings. 
The offerings links:
- What are the conditions of this offering (commitments/KPIs)
- Who is entitled for this offering (subscriptions)
If you have SLAs on the service that are delivered then the offering is needed in your incident record. 
To be able to communicate a disruption to the right stakeholder subscriptions might be helpful. 

What incidents are expected that are not offered for consumption via service offerings? Something not IT related?

BR,
Barry

[craigrowlson]

Thank you for your response, Barry! Im thinking of those one-offs that come in related to something outside of our Services but fall into that grey area that IT may provide limited support. Maybe something like home printing issues or home wifi issues. Do we lump those into existing services even though we don't manage those external resources? 

[Blobbo]

You might consider that the service being consumed is IT Servicedesk Support itself.