APM Indicators for Incident, Problem and Change: Business Application Breakdown

[Mathew Hillyard]

I have an issue with setting up APM Indicators and collecting data around ITSM records. The APM Indicators related to Incident, Problem and Change (IPC) collect data from existing PA Indicators, for example, 

Application Portfolio Management > Application Indicators > Number of Incidents

The Indicator is Number of New Incidents, an existing PA Indicator. When activating APM, a new Breakdown is added to this, based on Business Application (an APM table). So for Incident, for example, the Facts table is incident and the field is cmdb_ci_business_app.

However, This field is neither on any of the IPC forms OOTB, nor does any functionality in the platform appear to populate the Business application field on an IPC record. This means that the Application 360 > Workload tab will display no results. 

The APM Implementation NowLearning course states in the section on APM and ITSM integration (I quote)

"In order for base system indicators to work, you should use the application service records when making these associations, NOT the business application records".

I have tried this in a PDI - OOTB nothing on an IPC record will populate the Business application field and the PA collection jobs return no results. If I add the field to the form and enter a Business application manually, then run the PA collection jobs, scores are calculated 

I can also find no information about this specific issue within NowLearning, the Community, Developer, Docs or any of the relevant YouTube videos. Am I missing something vital here?

[Paul Hutchins]

Hi Mathew,

Did you make any progress on this? I am struggling with this issue: Do I use Business Applications for tasks (incident, problem, change) so the analytics work, or do I follow the guidelines from ServiceNow and use Application Services?

Regards

[Jen L Scarlato]

Hello,

What we guide our clients to do is follow the guidelines from ServiceNow and utilize Application Services, however, we will create a business rule on the IPC table to derive, and set, the Business Application behind the scenes. The first APM releases came out before the CSDM model and guidelines, and the indicator framework was based on those early releases. By creating the background script to set the Business Application we remain in alignment with the guidelines, but also provide the connection that the APM module and Indicator framework is dependent on.

Cheers,

Jen

[Doron Orbach]

A short update from ServiceNow side - we are aware of the issue and planning to resolve it. I will update when we'll have some more concrete progress.

Thanks,

Doron

[Adithya6]

Hi Doron,

Any updated guidance as the script in PDI is still seems to be pointing the Business Application to be linked to IPC

[Mathew Hillyard]

As per my update at the bottom of this thread, this has been fixed in the Vancouver release for Incident and Change. I have checked and validated this in a PDI (albeit on Washington). The APM Indicators now use the Impacted Business Application table as the source for Application Scoring data. Because Problem records do not contain OOTB automation for impacted services you will need to replicate the solution provided for Incident across to the relevant APM Problem Indicator.