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12-14-2022 01:27 AM
Setting up context:- In considering the CSDM aspect, I am interested in understanding how ServiceNow and CI fields are used together. As organizations mature, they often begin utilizing a range of different products, such as Service Portfolio Management, Digital Portfolio Management, Vendor Management etc. The way in which Incident has been used in the past few years can be crucial for new products to efficiently access and utilize old incident data. Therefore, it is essential to properly utilize these fields from the outset.
Questions:-
- If I have issue with "Leave Management Service" (Application Service), should I create incident with CI as application service? Or should I set application service in service field and use CI to pin point any specific CI part (like database server) of Leave Management deployed stack?
if I use Service=Application Service, then this impact the reporting capability in other product. For example:-Digital Portfolio Management reports any incident under "run" tab only if the application service is associated with "CI" field (and not Service field, or affected/impacted service related list - is it not suppose to?).
If I use CI=Application Service, then what do I use service field for? or are we suppose to use only BS and TS in Service field? - Making Service and Service Offering mandatory - If you use Service Portfolio management or Vendor Management, have you made these fields mandatory to ensure accurate reporting?
- How do I ensure Services and CI are related to each other? - Have you done any customization to ensure that CI selected is part of selected service dependency view to avoid data inconsistency? I understand not all the time selected CI will be part of dependency view, but trying to understand if someone made any effort?
- Service for My asset issue - If I have issue with my laptop, my computer CI will be selected in CI field. what would be service field value? I am assuming it would be "IT Support" service and Service Offering depending on nature of issue (like hardware SO, software SO). How is it setup in your organization?
- Is "IT Support" service example of BS or TS and why?
Thanks.
#CSDM
Solved! Go to Solution.
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12-14-2022 03:48 AM
Hi,
lot of questions, 🙂 Hope this will help a bit.
see comments in line:
- If I have issue with "Leave Management Service" (Application Service), should I create incident with CI as application service? Or should I set application service in service field and use CI to pin point any specific CI part (like database server) of Leave Management deployed stack?
if I use Service=Application Service, then this impact the reporting capability in other product. For example:-Digital Portfolio Management reports any incident under "run" tab only if the application service is associated with "CI" field (and not Service field, or affected/impacted service related list - is it not suppose to?).
If I use CI=Application Service, then what do I use service field for? or are we suppose to use only BS and TS in Service field?
An Application Service is a realized solution (can be dev, test, prod etc). The Business Service Offering(s) is/are how this is offered for consumption. The Business Service is parenting the Offering.
The Application Service will be in the Configuration Item field in the incident. The Application Service is in general the level of knowledge an end user might know if it comes to CIs. Continuing troubleshooting the root-cause might be some downstream CI. - Making Service and Service Offering mandatory - If you use Service Portfolio management or Vendor Management, have you made these fields mandatory to ensure accurate reporting?
Yes, at least when resolving an incident, however it would be kind of minimum input to start with for the first receiving party. - How do I ensure Services and CI are related to each other? - Have you done any customization to ensure that CI selected is part of selected service dependency view to avoid data inconsistency? I understand not all the time selected CI will be part of dependency view, but trying to understand if someone made any effort?
Services are parenting Service Offerings.
Service Offerings have a depends on CI Relation to Application Services.
Application Services are supported by Applications and Infratructure.
I would prefer to use the relations to look for a small set of supporting CIs. In big environments the CI Relations might be enormous. Then the Application Service of type Dynamic Service might help to flatten out a number of levels CI Relations. That way it becomes faster. - Service for My asset issue - If I have issue with my laptop, my computer CI will be selected in CI field. what would be service field value? I am assuming it would be "IT Support" service and Service Offering depending on nature of issue (like hardware SO, software SO). How is it setup in your organization?
Might be something like: End User Services > Workplace Solutions > Compute - Is "IT Support" service example of BS or TS and why?
Yes that could be a Technical service. BS are consumed Services, TS are managed Service (support)
BR,
Barry
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12-14-2022 10:39 PM
Hi Jim,
the Service and Service Offering are primarily used on ticket registration (business wise or technical wise).
The Service is always an SPM service and the Application Service is a CI record level. (According to the CSDM concept)
Still the Application Service(s) can be found in the affected Services related list. Like Service Offerings and Business Applications. I know some dashboards are not up to date. I case of an Technical initiated Incident (Alert, 2nd line, provider ticket) I register them on the Technical Service (Offering). The impact analysis will show the impacted application service and the impact to the business side.
BR,
Barry
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12-14-2022 06:31 AM
FYI --> This may be a bit in the weeds but I discovered that unless a default selection filter is defaulted the Service Desk (person classifying the ticket) may encounter 10,000+ entries to go through. There is a pre-built filter of sorts if you go through the CI Class Manager for appropriate classes and toggle them as 'principal class'. In the form is a filter selection (menu stack) of Principal Class. I had the ServiceNow Admins on staff default the principal class for all Service Desk staff.
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06-03-2025 04:10 AM
If the Service field is intended for Business Services, as the label suggests, then why is there an out-of-box dictionary override in place?
From what I’ve observed, if I want an Application Service to be selectable in the CI field on the incident form, I need to set it as the Principal CI. Once I do that, it starts appearing in the CI field—but to my surprise same dictionary override been used for service field too.
Technically, if the intention is to use only Business Services, then I would need to remove the dictionary override on the Service field and change its reference back to the Business Service table.
This raises the question: What does ServiceNow actually intend for us to do here? Are we expected to customize this ourselves?
