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

[justin_anonuevo]

For me, a lot of this has to do with how you interpret those fields. 

For my understanding, "CI" represents the impacted object. Over the life an incident, it may start with a Business Service/Service Offering as that is the most information you have and it would be used to route the incident to the appropriate group. Then over the remainder of the lift of the incident, the specific problem CI would be identified. 

For example: Someone calls in saying they cannot connect to WIFI. You identify its not the client and WIFI is having an issue. But the agent has little transparency into that infrastructure. So they would set the CI to the WIFI business service, that would route it to the proper support group and Lever 2 or 3 support may set the CI as a specific device, application server, etc. So it should be resolved with a more specific CI than it started with. This also helps with the fancy logic in ServiceNow to walk through the CMDB and determine impacted services using the dependency map. 

The Service Offering and Business Service/Service fields are usually related to the impacted service instead of the offered service. So if you are helping with sales force, you would select salesforce services, not desktop support or other services the agent may be providing.

I have hear people who want to categorize their work use Business Service and Service Offering for that instead of the impacted service. I dont know of any logic that runs on those, so as long as you are consistent, I dont see an issue with that. So in the Wifi case, that may be desktop support related services, with an impacted CI related to Wifi.