Hi
Looks like we live in the same city. More than happy to guide you.
First I would say as a CSDM advisor that I use the TBM Taxonomy to help define those higher level services, and yes Network Services is a good place to start.
Mapped out what you are asking for several clients.
I see this as your main ask " I want my network engineers to have a view where they can see the status (Green, Yellow, Red) of all the sites and be able to drill into those services to see the Alerts, Incidents, etc driving the status. "
To have a view where they can see the status I assume you are using Event Management, correct?
Start with this:
Technical Service - Network Services
Service Offering - Network Monitoring - Chicago - contains local support group
Service Offering - Network Monitoring - Wichita - contains local support group
Not every technical service has a an application service or a business service, these are "underpinning services." That is another discussion. Called out in a recent PEAK training for implementation partners.
Here is what you are missing, your almost there:
Create a CMDB Query using the CMDB Query builder. (This may take access)
Once you create a query, you will add it to a CMDB Group.
Then you can attach the CMDB group to the Dynamic CI class - This can ONLY be done in PARIS.
Lastly, you will create a "contains relationship" on the Network Monitoring - Location and add the Dynamic CI Group.
- Navigate to Configuration and click CMDB Query Builder.
- Click Create new. Enter a Name – Network - Wichita
- In the CMDB Classes list, locate for example the IP Switch class, and drag it to the canvas.
- Use the condition filter above the Windows box on the canvas.
Set the conditional filter to Operational Status is “Operational” and Location contains Wichita - Click Save, and then click Saved Queries on the left to see the widget for the saved query.
- Click the query widget to return to the canvas in edit mode.
- Click Run to execute the query.
Review the query results. Each row displays the name of a ip switch CI
You may run queries on multiple tables or a parent table like "Network Gear"
Add columns to the query results:
- Click the Switch node on the canvas once or twice so that the Server 1 Report Columns section appears in the right-side pane. Click Add Columns.
- Select Manufacturer and then click outside the columns list to close it.
- Click Run. Review the query results which now include the Manufacturer column.
- Click Save again to save all your customization for this query.
Reference ServiceNow Documentation for building other queries
Add Queries to a CMDB Group -
Navigate to CMDB Groups>New
Name the Group to be similar to the Dynamic Group and Offering (Network Gear - Location)
Submit
Add Query - The new query you just created
CMDB Groups can be added to a Dynamic Group
Navigate to Dynamic CI Group
Fill it out (yes support groups can be added here as well)
on the CMDB Group field - select your CMDB group that you just created.
In event management you can use this to display the "Red, Yellow, Green" on the dashboard.
Dynamic CI groups can also group together CIs that "make up an application service" and mapped to the Application Service in the Application Service wizard.
So this is where CSM and SPM comes into play. The Network Services use some "application" to monitor the network. This would be an "Application Service" like LogicMonitor or Splunk or some Cisco application. They can be SaaS deployments.
The Application Service is "depended on" (csdm relationship) by the Offering.
You "offer" Network Monitoring as a Business Service Offering. There is a Tier 1 support at this level, an SLA, availability, and a commitment to the business.
This can be tracked through Service Portfolio mgmt.
Likewise, if you use Customer Service Management, a portal used by the "Account" they have a "Sold Product" of "Network Monitoring." The Sold Product relates back to the Business Service Offering via reference. This is found when Service Portfolio Mgmt is activated.
