We are in the process of implementing Service Manager as our new IT Service Desk product (replacing HP Service Desk).

My question relates to the suitability of the SM product for non-IT Service Desks, as we may consider this down the track. I note someone's advice that SM is tightly bound to the Configuration Management database.  

Now, if for example, we were to try and use it to record non-IT matters (e.g. lift failures, electrical failures, broken furniture, walk-in clients etc all items that are not recorded in the CM database) would this be easily do-able? Or would we be trying to use a hammer to tighten a screw?

Are there organisations using SM for non-IT service calls and incidents? How would we find out how well they succeeded?

Appreciate any feedback!

Ian

Hi Ian,

we had delivered SM before to serve 11 different BUs (4 of them are IT related, the rest of them are related to courier/delivery, Building maintenance, Security cards, ...)

what we have done for non- IT BUs: 

• Extended the "Service Offering Category" list to cover the BUs
• Created a dedicated Service Offerings (with the related Request offerings) per BU then associated it to the right "Service Offering Category"
• The tickets (Incident/Service Request) assigned directly to the right BU queue (based on the template that the RO is using)
• View (Incident/Service Request) per BU such as Open Incident Assigned to BU1, Service Request Assigned to BU2, ....
• Queue per BU
• Business Calendar per BU, then a SLA per BU
• Hide some of the SO/RO on the portal depends who logged in....

it's all working well, the customer loved it.

forgot to mention, the "Incident Category" and "Service Request Area" were extended to cover the breakdown categories of the Business Units as this will be used for reporting purposes, and a dedicated Dashboards to cover some of the BUs.

Ayman,

That's very helpful - the team here are most appreciative for your comments.

Looking very positive.Cheers

Ian