Migrating Business Services from base cmdb_ci_service to Business Service table

[Daxin]

ServiceNow introduced a dedicated class for managing Business Services however there could be customers who were using the platform for a while might be still using the base cmdb_ci_service class / use service classification field.  

Migrating to dedicated service table  will help customers to seamlessly use capabilities like DPM , Service Builder etc. 

While there is an inbuilt utility to easily migrate from base service to different service class, this article would help teams to make sure that all the impacting areas are addressed and tested. 

Key points to consider during Migration : 

• Forms and Reference Qualifiers:  During the migration the data is moved from the base table to a child table. While the sys ids and the fields remain the same the sys_class_name is different.  So you are using a reference qualifier to show Business service with class names as "sys_class_name" these needs to be updated to cmdb_ci_business_service. Failure to do so will prevent users from viewing the required services on forms like Incident , Problem, Change etc.  If there are 
• Scripts: Review scripts referencing cmdb_ci_service. Scripts fetching records without class-specific filters will still work. However, scripts explicitly filtering on cmdb_ci_service will need modification to include or target cmdb_ci_business_service.
• "Managed by Group": While the migration will not create loss of data there is OOB Business Rule "CSDM Data Sync on Reclassification" that clears the "Managed by Group" when the class of the CI changes. This might have to be repopulated after the migration.
• Integrations: Integrations pulling from cmdb_ci_service won't be immediately impacted. However, new attributes in cmdb_ci_business_service won't be available without updating the integration logic.
• Migration Method: Utilize UI Actions or related list actions for migration to ensure attachments are also moved. Fix scripts require explicit handling of attachments.

Basically: Moving to the new Business Service class is much needed for being in-line with CSDM and it is simple step to migrate. Just double-check your forms, scripts, who manages things, connected systems, and how you do the move to make sure everything keeps running smoothly!