Business Relationship tracking in Wiscit

An overview of what objects in WiscIT are used to track consumers of services

Business Relationships are tracked via Service Instances

Service Instances relate a customer group to a Technical Service.  Customer groups were designed to be flexible allowing them to track either individual people, departments, or other existing groups.

Service Instance

A service instance is titled automatically by combining the Technical service and the customer group.  example: Shared Drive - File Storage - Arts, CCI-Virtualization - AIMS

The following categories of data can be captured about a service instance:
  • Billing Info
  • (Account) Ownership
  • Primary and Secondary Customers (individuals)
  • Contacts Dates
  • Service Level
  • Status (Prospective, Agreement, or Retired)
  • General Descriptions
Service Instances also link to 
  • Tasks
    • For account follow up and administrative tasks
    • Incidents should still be used to track work requested by the end customer
  • Incidents
    • Tie end user requests to their instance of the service
  • Configuration Items
    • Used to track specific CIs created and/or supported by this Service Instance
    • example: virtual servers created as part of a virtualization service
  • Timeframes
    • Used to track specific business needs particular to that Service Instance
    • example: enhanced On call support for a registration period

Customer Group

used to detail who is consuming a service

Contains fields to track:
  • Primary and Secondary contacts
  • General and Support Notes
  • UDDS
Links to:
  • Membership
    • used to detail out groups not well defined by UDDS or to call out specific roles assigned to individuals
  • Service Instances
    • Used to detail what services this group consumes
    • Note: due to federation and multi user input this data may not be complete, please review similar customer groups to get a complete picture

Keywords:BRM, Business, Relationship, CRM   Doc ID:83183
Owner:Andy B.Group:DoIT IT Service Management
Created:2018-06-25 14:22 CDTUpdated:2018-07-16 15:26 CDT
Sites:DoIT IT Service Management, DoIT Staff, Systems & Network Control Center, Systems Engineering and Operations
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