Coordinate specialist work across Bourgos
Access to the relevant operational records and actions; technical and asset functions require their own prerequisites.
CSM connects what is supported, the Offering commitments, deployed resources and actual operational work. ExpertHub uses those connections while preserving each process's lifecycle and evidence.
Before you start
Establish the Service/Offering and accountable support team. Verify which view/modules are available and which role/team/ownership rules apply. General visibility is not universal authorization.
Steps
- Triage an Incident using its Service/Offering, symptoms, priority where permitted and contact details. In CSM Full, add relevant Primary/Affected CIs where useful.
- Check normal Offering routing and any explicitly enabled Primary-CI or one-hop parent Instance override. Inspect potential impact separately from assignment logic.
- Consult Knowledge/Known Errors, record findings and create Incident Tasks for specialist work where needed.
- Record a separate Outage when actual unavailability/degradation is observed. An Incident, announcement or predicted impact is not downtime evidence by itself.
- For repeated failures, review Problem Candidates, link related Incidents, investigate cause/workaround and identify a corrective Change where justified.
- For a requested action, manage Requested Items, approval tracks and Tasks, record fulfilment evidence and confirm delivery.
- For a Change, maintain risk, test/rollback plans, approvals and scheduling. Satisfy all required maintenance windows and applicable blackouts.
- After restoration or delivery, update relevant Knowledge, CI facts, Asset custody and communication under their own processes.
Portfolio and equipment context
Services define outcomes; Offerings define specific support scope, teams and targets. Explicitly select a usable default. Business Applications identify the application; CI-backed Instances represent deployments linked to Offerings by explicit roles.
Profile-based equipment fulfilment can expand category requirements into Requested Items. Actual assignment/return belongs to Asset custody actions. Do not overwrite operational CI data merely because stock or commercial information changed.
Reporting and announcements
Authorized managers can publish Outage, Maintenance or Information announcements for tenant communication. A notice does not create or resolve the underlying Incident or Outage.
Where Analytics is enabled, use Report setup and Preview to inspect entities, columns, filters, groups and charts. Check field semantics and limits; live SLA breach values need not be final stored measurements. Contact-performance reporting has separate access restrictions.
Expected result
A reported Portal failure can lead to restoration, verified disruption evidence, Problem investigation, an authorized corrective Change and reusable Knowledge without merging their records.
Important behaviour
Problem Candidates are suggestions, not proven causes. A Request's Change link is not approval. Predicted impact is not confirmed downtime. The hubs share context and records while preserving action-specific permissions.