Use CSM across the three workspaces

CSM supplies common context across Bourgos. ServiceHub lets people ask and follow up; AgentHub supports the conversation and guided handling; ExpertHub connects investigation, delivery and specialist work.

Before you start

Establish Services, usable default Offerings and responsible teams. Add technical detail only where it is maintained and needed. Each operational process keeps its own lifecycle, approvals and permissions.

Steps

1. In ServiceHub, let the consumer identify the service or select a requestable Catalog Item. Ordinary users do not need to select technical CIs when reporting an incident.
2. In AgentHub, use a Contact for the conversation and published applicable Service Desk Instructions for guided handling. Link formal work when appropriate; closing the conversation is not the same as resolving its Ticket.
3. For an Incident, confirm the Service/Offering, normal support team and targets. Staff can add Primary/Affected CIs in CSM Full and affected Assets when that module is enabled.
4. For repeated failures, use Problem investigation and verified Knowledge/Known Errors. Related records suggest investigation, not proof of a root cause.
5. For requests, maintain Catalog Item intake, approvals, targets and fulfilment Tasks. Review supported technical targets rather than assuming every conceptual object is selectable.
6. For planned modification, use Change risk, review, authorization and scheduling controls. A linked Change does not prove approval or completion.
7. For physical equipment, use employee profiles and Catalog Items to coordinate category/quantity requirements, then select concrete Assets and perform assignment or return.
8. Record actual disruption as an Outage with observed times. After restoration or change, update dependencies, custody and Knowledge where justified.

Example: Employee Portal failure

Employee Collaboration is the Service; Business Hours Support is the Offering; Employee Portal is the application; PROD and TEST are separate Instances. A technician identifies the PROD database CI, checks routing and potential dependent impact, then restores access. Actual user unavailability needs its own Outage evidence. A recurring database fault can lead to a Problem and an authorized corrective Change.

Example: new employee

An equipment Catalog Item expands profile requirements into category-specific Requested Items. Fulfilment selects actual equipment and records custody. Portal access is a separate requestable action using the appropriate Service/Offering and supported target. Completion evidence should demonstrate delivery to the intended person rather than merely the presence of a request record.

Example: shared platform maintenance

Keep one truthful shared database CI with explicit links to the deployments it supports. Check all applicable required maintenance windows and accumulated blackouts. After authorized work, review actual results and update the graph. A maintenance window does not itself establish downtime for every associated Offering.

Expected result

Workspaces share service context while conversations, operational work, equipment and measurement records preserve the evidence relevant to their purpose.

Important behaviour

Reference-model relationships do not bypass process authorization. Knowledge visibility/publication, Agent Supervisor rights, module activation, team membership and record ownership remain separate controls. Instructions guide people; they do not automatically execute actions on external systems.

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