Hello.
I have been trying to understand how to arrive to the total IT Operations cost (Incident, Problem, Change) and how to allocate through the cost model.
According to the TBM taxonomy this is how I mapped:
| Team | IT Tower - Sub Tower | Type of Ticket |
|---|
| Desktop Support | End User - Deskside Support | User Service Requests, User Restoration |
| Service Desk | End User - IT Help Desk | User Service Requests, User Restoration |
| Infra Support team (level 2) | Delivery - ITSM - infra | User Service Requests, User Restoration, Infrastructure Event, Change, Problem |
| App Support team (level 2) | Delivery - ITSM - app | User Service Requests, User Restoration, Infrastructure Event, Change, Problem |
| Infra/App Platforms (level 3) | Delivery - ITSM - [team] | User Service Requests, User Restoration, Infrastructure Event, Change, Problem |
Then,I collect all the Incidents, Problems, Events, Changes and this is how I segregate the cost.
IT Help Desk - Divide equally to all incidents where the type is "User Service Requests" and "User Restoration", plus the Assigned Team is Service Desk. I make sure that IT Help Desk costs is tagged to the User's Department only.
Desktop Support - Divide equally to all incidents where the type is "User Service Requests" and "User Restoration", plus the Assigned team is Desktop Support. I make sure that IT Help Desk costs is tagged to the User's Department only.
Delivery - ITSM - infra - Divide equally to all incidents where the type is "User Service Requests, "User Restoration", "Infrastructure Event", "Change" and "Problem", plus the teams are related to Infra Support. Infra Support costs are tagged to the infra/app area tagged to the incident. Where I have the product ID I tag to the actual device.
Delivery - ITSM - app - Divide equally to all incidents where the type is "User Service Requests, "User Restoration", "Infrastructure Event", "Change" and "Problem", plus the teams are related to App Support. Application Support costs are tagged to Application tagged to the incident.
Delivery - ITSM - [team] - Divide equally to all incidents where the type is is "User Service Requests, "User Restoration", "Infrastructure Event", "Change" and "Problem", plus the teams are related to level 3 support. Costs area tagged to the infra/app area tagged to the incident. Where i have the product ID I tag to the actual device.
To summarize:
- All the cost related to IT Help Desk/Desktop Support go to all departments directly
- Cost of a ticket/problem/change will be cost of level 2 support or level 3 support (only 1 will be associated, typically the Assigned Team)
Please let me know your thoughts regarding the way my logic is implemented.