Shared Services Model (formerly "CIO As a Broker") White Paper

[Erik Ryan]

Hi All,

Attached is a new white paper around the topic of implementing the CSM “Shared Services” model (formerly referred to as “CIO As a Broker”), which describes the process of configuring CSM to allow a Central IT Services organization to enable multiple locally-based service desks, where each local service desk manages their own support structures. The use cases so far have been primarily state government but the strategy is also relevant for the private sector. Intended audience is employees/partners/customers. 

As always, if there are comments/edit suggestions I’m happy to quickly incorporate them. Thanks again to my Product Success teammate Tom Ficarro for his help on this paper.  

-Erik

p.s. Going forward I’ll be sharing new content in link form to another ServiceNow resource so that posts such as these will always contain an updated version of the white paper.

[The SN Nerd]

Hey,

Thanks for sharing this.

Something not mentioned in the document is that the Industry Data Models plugin currently requires a CSM Professional subscription. Unfortunately, I would see that as a blocker to many customers to implementing the strategy outlined in this document.

Regards,

Paul

[Carol Rintamaa]

@Erik Ryan  @Tom Ficarro - this is great. I'm glad you got this documented.  A couple of things.

1- on page 10 for the shared services university scenario, you may want to update the image to change the "practitioner" title to location agent. That was very specific to a use case that will not make sense in general. 

2 - I'm curious if CSM query rules can be used instead of ACL's for the request management.  

3 - page 12 and 13 are a little confusing.  Members of a location can be any type of contributor role or a location agent, correct?  So a member of one specific business location can just be a self_contributor but his case would route to the location agent of that business location (if set up that way).  There is a good chance I have been doing that wrong. 

[Carol Rintamaa]

So far we haven't seen the licensing as much of an issue.  With standard you get account/contact and householding/consumer.  

[Erik Ryan]

@Carol Rintamaa @Paul Morris Thanks much for the comments. I was under the impression that the plugin/roles as outlined in the document could be leveraged through CMS Standard. Just want to confirm before I add that edit. 

@Carol Rintamaa 1. Great, I'll change that 2. I'll investigate but if you have any further comments on this please let me know. 3. Pages 12-13, definitely want to change if confusing. Do you mind giving specifics on how to better present that? If you want to DM me (email or Slack) maybe that would be good.

thanks guys! -E

[Erik Ryan]

(Latest version now attached) -Erik

[The SN Nerd]

I had made that assumption too!
Best to always test assumptions 🙂

[Dr Atul G- LNG]

Hi @Erik Ryan 

Do you have the latest version of the white paper, as now on Yokohama and I am sure a lot get changed.