Services as configuration item

[12Fred24]

Hello,

We have 3 fields to categorize our change requests : Service, Service offering and Configuration Items.

I noticed that in the Configuration field, you have the possibility to chose Application services, business services, or technical services.

But we already have this information, as we have the field "service" just above.

I wanted to know what are the best practices on this subject, as many of our requester just select the same service in "Service" and " Configuration Item" and it just doesn't make sense.

Thank you for your help

Fred

[Kieran Anson]

The simplest, and usual starting place, for filtering the CI list is to leverage the principal CI class filtering option available. OOB the reference qualifier will take into account this classification. If you're already using the principal class field, you may want to remove service, and offering as principal classes.

https://docs.servicenow.com/bundle/xanadu-servicenow-platform/page/product/configuration-management/... 

[12Fred24]

Hello Kieran,

Thank you for your answer.

I know that I can filter it with Principle class, but that 's going to filter it also for the other processus, Incidents, Requests, etc...

In fact, the question was more on best practices : Is it correct to have Services showed as Configuration Items while you have the Service field just above ?

And how do other customers do to manage this ?

Thank you

Fred

[Kieran Anson · Accepted solution]

I wouldn't allow technical service, business service, or offerings to be selected in the CI field. It should be a configuration item, a dynamic ci group, or application service. 

[12Fred24]

Thank you Kieran, your answer goes in the same way than my thought.

I am going to do it like that I think.