CSDM ITSM Product View

[Joe Dames]

CSDM ITSM Product View 

We recommend 4 configuration and operational changes to maximize the potential of CSDM in the Incident application process.

1. Get started with CSDM on the Incident form by creating Service offerings, dependently linked to Services
2. Configure your incident form so that Services are automatically derived from service offerings
3. Populate the Service Offering first when creating new incidents
4. Auto-populate the Service. Examples are included below.

Following those recommended changes, the form should look similar to below.

Services Automatically Derived from Service Offerings

We recommend to Configure form so that Services are automatically derived from Service Offerings

These changes to the incident form will reduce data inaccuracies and inconsistency, making Incident reporting more reliable:

1. Make the Service field read-only
2. Configure the form to auto-populate the Service once the Service Offering is populated.
3. Add filtering on CI classes to display those that relate to a typical IT environment

Populate the Service Offering

The hierarchy described in CSDM needs to be reflected and asserted within the form. The critical field on the record is the service offering. Taking a one up / one down perspective, populating this provides filtering for

• Business Service
• Application Service / CI

This reduces the potential for level of error in populating these fields and time required. The diagram below shows how the modified form and CSDM relate to each other and the required actions to populate.

Auto-populate the Service

There are a range of scenarios that apply to when record is created, Three of the most common for end users are illustrated below:-

• Scenario 1: End user device issue
• Scenario 2: Cloud Native (SaaS) Application
• Scenario 3: Infrastructure / Cloud Hosted App

Scenario 1: End user device issue

1. Service Offering is entered by agent
2. Service auto-populated from Service Offering and read-only
3. CI selection from those associated to service offering

The agent should fill in the service offering first for consistency and then fill in the CI.

Changing the Service Offering should update the Service.

Scenario 2: Cloud Native (SaaS) Application

1. Service Offering is entered by agent
2. Service auto-populated from Service Offering and read-only
3. CI not populated for cloud native environments

With cloud native environments the value of CI is limited value as the service offering represents the key artifact.

Scenario 3: Infrastructure / Cloud Hosted App

1. Service Offering is entered by agent
2. Service auto-populated from Service Offering and read-only
3. CI populated post initial incident by technical team, which may impact Service Offering

• Upon initial raising of the incident the Infrastructure CI is unlikely to be known unless monitoring systems have previously raised an event / outage.
• Child incident can be raised for the Technical Service Offering

CSDM Support of ITSM Summary