Business Services in IMs and SRs
maybe someone from Community/Cireson can answer, share their experiences or write best practices.
We just had discussions with our colleagues analysing and adjusting our business processes.
They say business services (BS) are the cornerstone of ITIL driven environment and want them mapped to each SR and IR for basic reports.
They asked why those crucial BSs are not presented on General IR tab and analyst had to switch to Related Items to see/add BS(s). Our question is: are we missing something or is our thinking correct it's just 'hidden'? In case of answer b. I hope there's an easy way to move this section to General tab by editing /customspace/. Maybe you could advice or our web developers can investigate.
Our SLOs are set for queues based on Priority which is just combination of Impact and Urgency. Our business analyst demand to take BS into account, too. SLA (Priority) to solve 'End-user computer BS' issue should be always higher than 'Core infrastructure hardware BS' etc. How could we achieve this? Should we generate separate queue for each BS (we have /60 of them)/BS group and bind SLAs to those queues? That would be lot of queues to maintain. Or maybe assign queues/generate SLOs by script looking into some table containing BSs/Impact/Urgency combinations? Thank you.