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Hi All,

 

I don't have a clear idea on using service delivery units in new service management module.

 

  1. Is service delivery unit a group of resources? If so what is the connection with Resource Groups? In standard tasks, we allocate resource group as a person demands. How this service delivery unit can be connected then?
  2.  When we transfer work task to mobile, we can transfer to specific resources or resource group as pool work. What is the similar functionality with service delivery units? 
  3. There is no separate page for service delivery unit. We can just create them under a service organization just by adding a row. Eventhough, we put same service delivery unit in different service organizations there is no any pop up message. 
  4. There is no specific place to add resources to a service delivery unit. We can include a resource to a service delivery unit when new service resource create. If we include a resource to a service delivery unit, when creating a new service resource, is that resource only available for that particular service delivery unit?

 

These are some concerns I have since I’m new to this new service management. Appreciate your valuable idea on how to use service delivery units. 

TIA.

 

 

 

​@kasunhp you may wanna read ​@Alexander Heinze’s NGSM Demystified - especially the chapter on Service Organization. He provides very good insights in to how SDU’s work within a Service Organization.

 

Have a look at 

1) The SDU is mainly a grouping within a Service Org and can be used to constraint visibility of request and task (e.g., in PSO). 

2) SDU doesn't affect the pool work, it's based on Resource Groups.

3) They may have the same name (e.g., North, South), but they always belong to "their" service org.

4) You associate a resource to a service organization. In the same place and completely optional, you can associate it to a SDU in that SO.

How many resources do you have in a Service Org? Is there any need for further segmentation (e.g., in PSO)? If not, just ignore the SDU for now.

Hi ​@Alexander Heinze 

 

Thanks for your response. 

We are still planning the structure. So, no idea about how many resources in a service organization.

Anyway, How can I associate a resource to a SDU and SO after creation a resource? I only see Access Groups. 

 

Thanks.

I don't have a system available at the moment, but if you look at the screenshot on page 82 (service resource>connections) can you not edit the SO and SDU?

Hi ​@Alexander Heinze 

Thanks for the info. I will look in to this.

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