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

[SteveMacWWT]

Akshay - I would recommend your option 2 above, but use the existing 'Business Criticality' field. The best way to do this would be via an Application Services, but it could be done on a Technical Service Offering. (Note: a CI should only ever be in one TSO, otherwise there can be issues with attribute synching.)

To go from the Impact / Urgency of the external system, I'd build out a matrix that determines the appropriate Business Criticality, just as is done with Incident Impact / Urgency. In this case there are 4 options to choose from as the Business Criticality.