SCSM Design - Multiple Instances
SCSM Design Considerations - Multiple SCSM Management Groups Designing Microsoft Service Manager for future growth is quite difficult as it seems to have a build it and they will come approach. Once Service Manager is implemented for one business group, other areas learn about it and want to join in as well. If you are lucky this does not create any issues, but more often than not, the new business unit has some business process or requirement that isn't compatible with the existing users of Service Manager.
Our answer has been to create new instances of Service Manager. This seems a bit excessive at first, but is surprisingly easy and makes the business areas a lot happier when they get the customization they need to have for their individual business process. With our customers we have found that there are two main reasons to create a new instance of Service Manager:
1. Security: The business area does not want any possibility of some other team seeing their jobs. Privacy concerns, sensitivity of data or they just don't want to play nice means a new instance. Queues could be used to restrict certain jobs to a team, but the delays in the workflow running usually make this unpleasant to use. Analysts lose new jobs when they assign them to a restricted team. And this applies even if they are a member of the restricted queue, until the workflow assigning the queue runs no one has access. It also introduces more conflicts on updating the job, as the queue workflow can take over the job. HR is a classic for wanting their data kept private and secure, even sometimes from other sections of HR.
2. Business Area Customizations: The business area wants customizations to the forms, extra fields, extra lists or list values. It is hard to accommodate all the requests that each business area wants in one form design. Usually the changes are fairly minor and both sides get frustrated when the changes cannot be accommodated. Service Manager needs to be flexible to the business processes of the analysts\users. With more business units on the system it gets harder and harder to provide for all the different processes.
Creating new instances of Service Manager makes these headaches go away and you can provide a better service to each business area. Those crazy requests you get will only affect their instance and if they really want to operate like that, then you can oblige and make everyone happy. The added benefit is that you will have smaller, simpler and more manageable SCSM instances. The official Microsoft SCSM IPD also recommends multiple SCSM Management Groups for the reasons mentioned.
There is only one little glitch to the multiple instances and that is most business areas are not independent of each other and they want to pass Incidents to other areas.
Xapity have created Xapity Transfer to solve this problem. It will allow incidents to be passed to other instances of Service Manger creating a relationship between these instances. These SCSM instances don't even need to be in the same Windows Domain.
This will allow an update of status to be reflected in each instance, it will allow analysts to view the job details in the other instance and also allow notifications to be sent when a job is resolved. The original incident can also be automatically resolved when all the transferred incidents have been resolved.
So now there is no excuse not to have another look at the design of Service Manager. Consider multiple instances to keep the databases small and spread the workload. And as always hopefully make your job easier and more manageable when dealing with multiple business units with unique business processes.
Xapity Transfer securely enables Analysts to send Incidents to remote SCSM Instances. In real time, Analysts can track the transferred Incident, remotely update the Incident’s Action Log and be notified when it is resolved. Key details such as Title, Description, Affected User, Attachments can be transferred as well as additional Comments. Plus much more!
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