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?

[Barry Kant]

Good day Craig, 

from a consumer point if I am not sure how the ticket will be registered. (printing, application disruption, connectivity, ...). 
The nature of consumer initiated tickets is that the rootcause is normally unclear and the first line support needs to triage this for a proper response either the best option for dispatching to another team. It might be that the initial offering is the experienced service disruption, but in the end not the cause of the disruption. Meaning if it is home wifi, all connectivity depending activities will be disrupted. 

It might be related to a more technical initiated incident that reflects the cause of the issue. Those techical offerings and business offerings do not match 100%. You can related them in Digital Portfolio Management to understand the dependency (supply chain). In this example it is less relevant, but if the home internet is an office Wifi, then it might be more interesting to understand such relations.
BR,Barry