Technical Services - CSDM

[Mark113]

All,

This might be a 'its depends' question - but how high level should Technical Services be, some examples:-

Should it be "Monitoring" or  "SolarWinds Monitoring" or "Azure Monitoring" 

Should it be "Directory Services" or "Active Directory" or "Okta Directory Services"

My thinking is keep the Technical Services high level i.e. Monitoring and use specifics for Technical Service Offerings as they will relate back to contractual SLAs/Commitments.

How is everyone else doing it? 

Thanks

Mark

[Troy24]

You're on the right track.  For us, we started with our Service Portfolios, and worked our way down.

For Instance:

The Technical Service Portfolio for us is: "Delivery Services"

We have a Taxonomy Node (Category) of: "Operations"

The Technical Service is: "Event Management"

The Technical Service Offering is: "Monitoring"

The Technical Service Offerings are: "Network Monitoring", "Application Monitoring", "Systems Monitoring", etc.

This is how we built ours.  You'll need to determine how your Service structure best fits your business.

Here is a great document to supplement getting you on track for the CSDM framework, from the TBM Council (Technology Business Management Council).

https://higherlogicdownload.s3.amazonaws.com/TBMCOUNCIL/c15d372f-9951-46c8-9c3f-213c696401b6/UploadedImages/TBM_Taxonomy_V4_0.pdf

[Mark113]

Hi Troy,

That's great thanks.

On the Technical Service Offerings - are you aligning those to contracts and vendor / support partner SLAs and Availability? 

Thanks

Mark

[Troy24]

We have not tied those into our contracts as of yet, as we do not own anything outside of ITSM, ITOM Visibility, and Integration Hub at the moment - long term, yes we would like to do that.

[Maik Skoddow]

Hi Mark

the following video can answer your questions: https://www.youtube.com/watch?v=xmwdrwY15rA

Kind regards
Maik