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Multi-Departmental Support RRS feed

  • Question

  • All;

    We have an organizational structure such that all Support Services (IT, Security, Facilities, Custodial) report to the same area.  That said, the organization would like to centralize all requests to one point, regardless of the actual department to perform the task.

    We in IT chose SCSM due to its integration with the other System Center products, and it will prove very useful for us no doubt, but how would we provide this centralized support for the other departments?

    I'm presuming a "support@..." email address rather than "ITHelpdesk@..." and then set up various categories with prefixes such as "Facilities - Plumbing", "Security - Physical Altercation", "IT - Desktop Issue", etc...and then from there, configure the notifications, etc.

    This seems like a LOT of work...and at the end of it, would it even succeed in performing the job as expected, or would we be better off having a separate system for the other groups?

    Any help with this would be much appreciated.

    Thanks,

    Will

    Monday, February 7, 2011 12:07 AM

All replies

  • Hi

    It´s good with centralized support and just one way in for every requests.
    It sounds that you have done a quite good analyze of what you have to do.

    Maybe you have thought about this also, but if you haven´t this is a hint of what you can think about:

    For each department that will have their own Analysts(people that solves the incidents), you can create a Support Group, so "First Line" can delegate incidents to right Support Group. 

    Then you can create a Queue for each of this Support Group with criteria "Support Group" = "name of the support group".

    Then you can create a "incident resolver User Role" that represents each Support Group, with the rights to see just the Queue for their own Support Group.

    This will result in that they can just work with incidents that concern their department.

    Yes, this maybe seems to be a lot of configuration, but it will work.
    Even if you dont use SCSM for other departments you will probably do this configuration anyway, if you have first, second, third line support, and some other "support groups" that will resolve other specific incidents.

     


    Stefan Allansson, Lumagate, Sweden, www.lumagate.com Blog: www.scsm.se
    Tuesday, February 15, 2011 2:53 PM
  • Hi Will

    another possible solution that could help you: you could add an additional attribute that holds information about the different services of the company. I have a blog post about that (indeed it describes how to make service manager customer-aware, but it's the same approach).

    check this --> http://blog.scsmfaq.ch/2011/01/24/make-service-manager-customer-aware/

    Regards
    Marcel

    Wednesday, February 23, 2011 9:00 PM