Business Criticality

[Rub_n Aragunde]

I would like to clarify some concepts regarding 'Business Criticality'. In one hand, there is a criticality defined for each Business Applications, and on the other hand a criticality that follows the path of Business Services, Application Services, Technical Services. Next, I show the data model with those paths and the default values

The questions are:

1. What is the relationship between the criticality of Business Applications and the Business Service line?

Apparently, there could be an incompatibility between the criticality of a Business Application and the Application Services that supports it.

2. In the case of 'Business Service Offering' you can indicate a criticality different from that indicated by its father 'Business Service'. What about Application Services? Do they inherit the maximum criticality of the Business Services they support?
3. Can I indicate for each CI a criticality different from the Application Service they support? What criticality will inherit a CI that supports more than one Application Service?

[Mark Bodman · Accepted solution]

Hello Rubén,

The Business Application can be seen from a Enterprise Architecture and Planning perspective.  The subsequent Application Services and CI's will be built and deployed to meet the business criteria as captured in the Business Application.  So think about the Business Criticality in the Business Application being used to design and build.

Business Services however set the criticality on consumption and use of the Application Services.  The use of the Application Service may differ from the design of the Application Service (or system) that meets the business needs of consumers.  The Offering is where we capture that SLA, OLA and commitments of actual performance.  Reporting and communication is funneled through the Offering and Service to the consumers and owners of the Service.

This works well if the design Business Criticality in the Business Application meets or exceeds the Business Criticality of the consumer.  

However, if the Business Criticality expectations from the consumer exceed the design, you have potential risks. IF nothing fails and the subsequent technical services meet expectations, no harm no foul. However there is an inherent risk that is being taken and if there is a failure because the Business Application was simply not designed to meet the Offering SLA / OLA, you have a serious problem.

Capturing Business Criticality from both a Design and Consumption perspective, you can better mis-aligned expectations, risks, and expectations. Often the criticality of the consumer changes, but the system design is not changed to meet the new consumer expectations.

[Claudia Garcia]

Hello,

How does servicenow manages the criticality of a site (cmn_location)? So, that I can tell for example if a telecom service on a given location (building) is critical or not.

Thank you!

[FYL]

Can the choices of the Business Criticality be modified ? Are there are other dependencies on these values to take note of if we customize them?

Most Critical 
Somewhat Critical
Less Critical
Not Critical 

Thanks

[Caleb Cordes]

FYL,
I have a similar question. Since this post has been resolved, I started a new post for our question. 
https://www.servicenow.com/community/apm-forum/business-criticality-on-business-application-vs-busin...