CSDM

[Carlis Ragland]

Hi, 

I am hearing that the Business Application CI should not be used as the Configuration Item on an Incident form. Which CIs are others selecting as the Configuration Item for an incident form. 

[maroon_byte · Accepted solution]

Usually, Technical Services or Application Services are used.

[maroon_byte · Accepted solution]

Usually, Technical Services or Application Services are used.

[Carlis Ragland]

To add more context. 

We have business applications running on VMs or Physical Servers we managed. They have an App Service. 

We have business applications that are desktop or third party housed (cloud, private cloud, etc.). Should they have a Technical or an Application Service as well. 

The approach for selecting Business Apps as the CI in an Incident would cover both applications that do not have a service (such as desktop or third party hosted) or those that do have a service. From there, you can easily see impact. 

Thoughts anyone?

Or Desktop and Third Party Apps are not listed as Business Applications? 

[Barry Kant · Accepted solution]

hi Carlis,

the Business Application is a conceptual layer in the model. ITSM is about the operational layer. 
In incident mgmt there are 2 ways of registrations:
consumer initiated: consumers raise a disruption on a business offering or application service.
technical initiated: (events, providers, 2nd line) those are registered on technical offerings and CIs.

If you run an impact analysis based on the CI then you can also get the affected Business Applications as output. There are system properties to do so. This is for regulatory reporting. 

There is another scenario that I see Business Applications used in incident mgmt and that is when the sell and consume domain is not there yet. So the Crawl, Walk etc is done in an Application approach:
Business Apps > App Services > Apps

Business Applications are Applications that provide a Business Value / support a Business Process. In general those are not desktop software but for sure can be third party apps. Most of it is in data centers or in cloud.

BR,

Barry