Does SWSD have the ability to identify software and systems by support tier? Or a place to identify this in the CMDB?

Looking to somehow identify what software/systems are Tier 0, Tier 1, Tier 2, etc... This way when we see an alert come in for (X System) we can identify it quickly and start a major incident process and know who the contacts are without having to dig in contracts and/or whatever is in our SharePoint.

Any leads or ideas on this? How are you doing it?

Thanks!

Find more posts tagged with

cmdb

Major Incident Management

incident management

Accepted answers

All comments

joel.blagg

Hi LIzAsche. I'm not entirely sure I know what you mean. However, there is a Technical Owner field on the CI record that can be used to associate a support group with a CI.

LizAsche

We do have technical owners identified but what I'd be looking for is a means to rank importance. So for example if we have an entry for [Mission Critical Business Application] and someone logged an incident on it, that it would have some sort of flag or popup or indicator that it's a Tier 0 / Tier 1 app and needs to be treated with white gloves. We'd apply the same Tiers to our servers, etc so we have easy ways to look at our DR, etc.

joel.blagg

Now I understand. Assuming you are on the Professional Tier of of Service Desk, then a custom field would be the way to go. You can create a custom drop-down field with your Tier values. It won't allow for a pop-up to point out when you have a higher tier, but you would at least be able to view the tier on the asset record.