Again, struggling to find additional clarity in an ATUM definition.  Specifically, use of the phrase "Smart Hand' support in the Data center subtower definitions. In trying to communicate/use these definitions consistently across the 45 state agencies we have in Apptio, we'd like to find a little clarification on what this phrase actually includes/excludes. Help?

escalated to Apptio Support

Smart Hands is an enterprise-class technical support service that varies from vendor to vendor.  Generally, it refers to on-demand expertise for data center management.  This might include things like troubleshooting hardware or connectivity issues.  And it's designed to meet response time SLAs.  Some vendors offer different level of Smart Hands that differentiate between onsite and offsite expertise; some have different capabilities in offering true on-demand expertise 24/7/365.

In terms of ATUM, this cost would roll up from external labor into enterprise data center, but it's also a component of either the service desk (above ITRT in the model) or hosting (also above ITRT in the model).