CI a Priority urgency from third party tool

[BAK2211]

Hello Everyone,

We are integrating the third party tool to get the CI’s data in ServiceNow and would get values for Priority and Urgency associated to CI. As per the customer requirement, we need to map this data over the CI only.

For this, we need to create fields over technical CI classes(OR over the parent cmdb_ci being it to be available for all classes in future if required).

As per the our current implementations and as a best practice/data model for CSDM/CMDB, we are using the business criticality field on application service level to calculate and set the impact of incident ,change etc.

We need your inputs and recommendation –

1. If it would be fine to create fields over technical CI level OR over parent class.
2. We should stick to service CI(application services OR offerings)

Thanks,

Akshay

[Dr Atul G- LNG]

Hi @BAK2211  / Akshay,

Greetings!!

My thoughts say stay OOTB and dont create these 2 new fields in SN. Also, need to ask to client what the significance of Priority and Urgency value on the CI? What value these 2 are driving , how it has been used in As- IS system. Bcz I am think loud side, if these 2 are driving any thing, SN must have added as OOTB. 

Also as it is an integration, adding these 2 field will create another lop if any value get change. SN provide critically and we must use that. if client still not agree create these on parent table only. 

[Ashok Sasidhara]

It is better to stick to services. That is the recommended method. Avoid creating any unnecessary fields on the other CI classes. Custom fields should be created on any CI classes only when it is absolutely necessary for some valid business objective which cannot be met by any of the OOB fields.

[BAK2211]

Hi @Dr Atul G- LNG @Ashok Sasidhara 

Thank You for your response.

We are doing the migration from SM9 to ServiceNow. In SM9 they have priority and urgency field for the each CI’s and based on that the impact is set on incident , change etc and urgency set manually.

now they are looking similar approach but as per CSDM/CMDB standard it is not best practice.

So this is the reason I am trying to understand the suitable solution.

Thanks,

Akshay

[Dr Atul G- LNG]

Hi @BAK2211 

Thanks for update. Please discuss the points wih client and proceed.