How are you using OUTAGE [cmdb_ci_outage] today?

[Suggy]

Are you using OUTAGE [cmdb_ci_outage] today?

If yes, are you tagging the CI or Service or Service Offering on the Outage form?

I am looking for best practices to leverage the actual purpose of Outage concept in ServiceNow

[Hemanth M1]

Hi @Suggy ,

Its not mandatory to have SPM, if you have the CMDB as per CSDM you can still do it on the Service offering, Business Service, Business Application, App Service, CIs.

[Diego Peukert]

Hello Suggy,

I have been working with ITOM for a long time, and by combining ITOM/ITSM, I can give you an answer as to what would be the best model for controlling these outages.

ITOM

1 - With Event Management, https://www.servicenow.com/docs/bundle/yokohama-it-operations-management/page/product/event-manageme..., I can associate SLAs directly with Class ICs such as Application Service when I identify an interruption.

2 - This allows me to better control technical outages related to the application layer.

ITSM

1 - Given an outage in the Application Service layer, which is directly impacting service delivery, I automatically open an INC through Event Management, assigning the INC a priority, usually high, to be handled by the Incident process.

2 - As the Incident is created via ITOM, already enriched by monitoring and pointing to an Application Service, if you are using CSDM modeling, it is possible to identify the associated Offers and Services by running the Impact map.

3 - When finalizing the incident, the correct thing to do would be to mark the unavailability or intermittency, on the Incident side, for the most affected IC class. If only one group of Offers was impacted, it would open only for one or a group of offers; if the entire service and its offers were impacted, it would open for the Service;

This way, part of the unavailability information is controlled with Event Management (which I believe more in because of monitoring) and part with Incident, where there may also be some automation, but it requires a high level of maturity in the process to do so, and a very good level of monitoring in the Services layer.

The unavailability itself is closely related to the architecture of the affected application and how it serves the service.

[Suggy]

Thank you for your insights.

[Jacques Clement]

In my opinion you should target for the Service Offering to be the CI you link your outages to. Main reason is how Service Level Management works out of the box. From a business standpoint, you want to measure service levels for each offering separately, as the expected level is probably different for each offering. Also the Service Commitment capability of the platform is using service offering as the base object for its calculation.

Hope this helps.

Cheers.

[Suggy]

Thanks for your insights.

But I see that ServiceNow uses other CIs as well - In which all ways Service Commitment can be used? - ServiceNow Community