Hi Community,

We had a discussion in out TBM team recently about the allocation from the object "IT Resource Towers" to the "Tickets" object.

Since our "Tickets" object is based on data from ServiceNow, there is cases of all kinds:

Change Request
Change Task
Incident
Problem
Problem Task
Work Order

These cases probably represent more than one IT resource Tower....

At first we tried to use the "End-user IT Tower" as part of the allocation key. But then we figured that this is not correct, since a Change Request or Problem is probably not wihtin the "End-user IT Tower".

How do you allocate cost from "IT Resource Towers" to "Tickets" ?

Regards,

Simon

Hi Simon,

Typically, what ends up going to Service Desk (Tickets) object is the Sub-Tower under End User for Service Desk.  I have attached a few places within Community that have details on the tickets data.   In addition, the other sub-tower that I would think if you have the data within ServiceNow and can identify whether it was a hands on support issue you could send Field Support. 

This content has moved [Doc 2785->Doc 5700] 

End User Devices from Altiris and Service Desk tickets via ServiceNow 

Gather Service Desk Data 

Here are two slides that provide some information on allocation strategies from ITRT to Service Desk and then to Business Services as well.

Hi Simon,

Great question!

As customers first start to deploy the "Tickets" object, I generally recommend they think solely in terms of "IT Help Desk/Service Desk" tickets, thus we simply allocate the "End User - Service Desk" ITRT across the entire population of tickets. 

That being said, I have had a few clients who have wanted to expand out the tickets object above and beyond that view, with some of the items you listed above. A few options:

1. Allocate additional IT Towers and Sub Towers

      End User - Field Support

      Application - App Support & Ops (Change Requests)

2. You can also leverage the 'Resource Tower Metadata 1' and 'Resource Tower Metadata 2' fields in IT Resource Tower Masterdata to include additional granularity of a single Tower/Sub Tower. For example:

IT Tower      IT Sub Tower      Metadata 1

End User      Service Desk      Incident

End User      Service Desk      Change Request

End User      Service Desk      Problem

End User      Service Desk      Change Task

You could then add this metadata field to your key from ITRT to Tickets, thus giving you additional allocation granularity.

Hope that helps!

Hi Justin,

Thanks for answering.

Does that mean, that the only criteria for money to flow from ITRT to "Tickets" is the ITRT (End-user Service-desk)? 

I our case we have a time tracking object in the model as well, below the ITRT Object.

Many of the time registrations are connected to a ServiceNow ticket ID. Would it be a good idea to use both the ServiceNow ticket ID and the ITRT in the allocation key?

Hi Simon,

We are currently going through the same process of bringing in data for

Change Request
Change Task
Problem
Problem Task
Work Orders

We had the same challenge of "how do we split the costs?". We generally split ticket costs 2 ways; Application & Ops and Service Desk (End User Tickets), both of these end up in the Tickets object in our model.

We are currently using metadata as Justin described in his comment to allocate costs from Internal App Support teams and External partners using a "Time Tracking" object similar to what you have described.

Our time tracking object comes after IT Resource Towers, that allows you to weight each activity (Incident Management, Change Management etc) before allocating the costs to the Tickets object, assuming your Time Tracking data provides you with this level of detail. Take a look at my example in the image below.

I hope this helps.

Thanks

Francis