MSP Domain Separation - CSDM 4.0

[ashleygiann]

Hiya,

I work for an MSP who offers and support infrastructure services to customers, our customers are onboarded to our platform as part of domain separation and our domain model is defined. 

I am trying to wrap my head around the CSDM service structure for services in this way. 

As an example an Infrastructure Service.
Traditionally you would create a business service called Infrastructure Management and have Service Offerings called Standard, Gold ect....
As part of CSDM that Offering would be related to an Application Service for say the data centre.
This would then have CI's for all the servers as part of that data centre.

For an MSP this doesn't work due to not having the visibility per customer.

I have been trying to design a few models

1. Business Service - Infrastructure Management, Service Offering - Customer X Infrastructure Management, Application Service - Customer X Data Centre

2. Business Service - Customer X Infrastructure Management, Service Offering's - Maintenance/Access/Software, Application Service - Customer X Data Centre

Any advice would be appreciated and if there is any reference material for this out there to read would be helpful.

[a_soto87]

Ashley,

We leverage ITOM Health and ITOM Visibility. I've not yet been tasked with figuring out how the organization will incorporate CSDM principals in our Discovery but I do think about it often.

Curious to know what you've come up with. We have a lot of clients, the services vary including the level of responsibility, and we have a taxonomy in place that I'm not sure would even work well for CSDM. In my discussions with leadership, I've advocated for only implementing CSDM for our larger, strategic, accounts. I mean, for example, we have Network Management but I can't just throw the network hardware against that Business Service because it could be 5,000 devices across various networks. That's when you start to get into defining the services at each location, ownership of the services, CIs for that and then looking into how to set thresholds on that stuff.

It's going to be a massive undertaking.

Hoping to hear back from you!