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