Seeking advice, on configuration

User004
Kilo Contributor

Sunday

I already have a service called General Printing, and have various categories as to what "user" issues will be reported for users printing. One such "thing" with be our new printing application, what I am seeking to achieve is to determine when users report an issue I am wanting to determine if the issue is due to the print application we will phase out over next year or if issue is due to the new application we are running in parallel for the next year before deciding if we are going to go with one or the other?  So say this new application should be added as a "Service Offering".

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21121A3359
Tera Contributor

Monday

Hai @User004 

Yes, using a separate Service Offering for the new printing application would be a good approach here.

Since you already have the parent Business Service “General Printing,” you can create two Service Offerings underneath it, for example:

  • Legacy Printing Application

  • New Printing Application

This allows users or support teams to associate incidents with the specific printing platform involved. Over time, you can then compare:

  • Incident volumes

  • Recurring issue patterns

  • MTTR/SLA performance

  • User impact and stability between both applications

It also aligns well with CSDM best practices, where:

  • Business Service = overall printing capability

  • Service Offerings = specific delivery variations/platforms

You could additionally:

  • Make the Service Offering mandatory for printing-related incidents

  • Auto-populate it based on assignment group, portal selection, or catalog item

  • Build PA/Reporting dashboards to compare both offerings during the transition period

This would give you cleaner operational data before deciding which platform to fully retain next year.

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