Are application services created for external SaaS solutions?

[Karen_K]

My team is in the early planning phase of implementing mapped application services as CIs, and we've been discussing if/when to remove the business application class from available CIs for Change, Incident, etc. This brought to light that we have a number of business application records in APM (EA Workspace) for external SaaS solutions. 

I have two questions: 1) Should there be an application service for external SaaS solutions, and 2) what is the recommendation on eliminating the business application class from available CIs for Change, Incident, etc.? 

[kaushal_snow]

Hi @Karen_K ,

Yes, it's advisable to create Application Service records for external SaaS solutions within ServiceNow. These records serve as logical representations of the services provided by these applications, enabling you to manage and monitor their availability, performance, and dependencies effectively. Even though the infrastructure is managed by the SaaS provider, capturing these services in your CMDB allows for comprehensive service mapping and impact analysis....Regarding the removal of the Business Application class from available CI for Change, Incident, etc, it's essential to align this decision with your organization service management strategy. While Business Applications represent broader business functions and may not always be suitable for direct incident or change management, they can provide valuable context...

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