Hi John,
150 services for one customer seems a lot. You may want to consider rolling
up services into more generic ones. Or, if the services being offered do
not relate to the same Customer, consider using multi tenancy while
defining the services.
As for categorization, there is OOTB workflow to fill tickets with prod cat
from CI when CI+ field is used. Note that you have to ensure that CIs have
a valid prod cat. OOTB does not validate prod cats mentioned on CIs. If you
have a discovery tool, prod cats may get overwritten if reconciliation
precedence rules are not defined.
Hope this helps.
Regards,
SriSamSri Appecherla
+61 478877812
On Sat, Apr 18, 2015 at 3:16 AM, John Marshall wrote:
> My colleagues and I are having a discussion about the best way to create,
> utilize and classify a combination of technical and business services
> within ITSM. We are anticipating about 150 or so total services being
> defined when we finish updating our service catalog
>
> With this in mind, one of the concerns that we have is the sheer volume of
> services that will be available from within the Service drop down field
> (i.e. within Incident and Change) as most of our customers will be ‘users’
> of most of the services. I am curious if those of you with a “large” number
> of defined services have an issues with such a list and/or how you handle
> the layout of such a list (i.e. somehow use a tier structure)
>
> Another item that we want to make sure is addressed is that the services
> are able to be rolled up and reported on at a higher level classification
> of the service. Some of the things we are thinking about to help this are
> of using the product tiers of the CI to have the tickets populate the
> initial ProdCats on things like Incident, but this workflow/behavior is not
> always consistent across other modules and would entail manual entry of
> these values in the ProdCats of the entry. Another option we have discussed
> is the use of joining in a report the Service listed in the various ITSM
> module tickets with the CI’s ProdCats for rollup purposes. We are curious
> if and how anyone else is doing this type of roll up.
>
> Lastly, we are trying not to create customized workflow/fields in order to
> accomplish these tasks.
>
> Thanks for any input and suggestions
>
> John
>
>
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