How to manually structure software suites in CMDB

Pete Laws · ‎12-17-2020

Can someone provide me with an example of how I should manually structure software suites in CMDB using the CI Class Manager? Using CMDB for INC management. Using the example of Microsoft Office

Option 1:
- Should I create a class under Applications (i.e. Microsoft Office)
- Then create a CI list of the applications under the new class (i.e. outlook.CI, word.CI, powerpoint.CI, etc)
Option 2:
- Build my CI's under the Software - Software Application class
- NOTE: when i tried it this way i was unable to create a relationship between my application service and the CI

Any help would be appreciated thanks!

Mary Vanatta · ‎12-18-2020

The CSDM 3.0 guidance from SN states that MS Office is not a Business Application, it has no underpinning services. Here is a link to the community article. Not following CSDM can limit achieving value out of the platform.

This is the way we have been advising, based on guidance directly from SN.

First, do not use the Applications table [cmdb_ci_appl] this is for the apps that are discovered using SN Discovery. ( I do tons of remediation on this)

Look at it this way from a "Service vs a CI" perspective.
This would require alignment to CSDM and Incident and Change reconfiguration to use the "Service Offering" field on Incident.

Service [cmdb_ci_service]: End User Services or something more definitive like Office Productivity (look into TBM Taxonomy)
Service Offering [service_offering]: Microsoft Office (what the business offers to their business users to do office work)
CI: Possibly the laptop that the application is being accessed or it is installed on.

The nice thing about this is the service offering can contain the support group for Incident.
You can do this and be CSDM aligned, and not need Discovery or a full CMDB of CIs

Business Applications are not to be used operationally for Incident and Change

I recommend the course in NowLearning for CSDM and CMDB. The CSDM 3.0 whitepapers are available in the course. Nowlearning is available to all partners and clients you will have to register.

View solution in original post

Damhoej · ‎12-17-2020

I would consider to build that structure via Models.

https://community.servicenow.com/community?id=community_blog&sys_id=4fdd2ae9dbd0dbc01dcaf3231f9619ef&view_source=searchResult

Then you have Office as an application with submodels

Pete Laws · ‎12-17-2020

If you are talking about Software Models then yes I have begun to play around with this. very useful informaiton in the software models and when we turn on SAM it will really help.

Im trying to follow the CSDM but I am wondering if I really need to follow it to the T.

I have my Business Application
I then created a Application Service
Now I am at the point to where I am trying to create the CI's for that service

If I was using the Microsoft suite example would this be correct?

Business application = Microsoft Office 360
Application Service = Email
CI = Outlook
CI = Exchange Server
Application Service = Microsoft word
CI = Word360

Daniel Carvalho · ‎12-17-2020

Hi

I think those adjusts are applicable:

Business application = Microsoft Office 360
Application Service = Email Service
CI = Outlook Web Acces / Exchange Online
Application Service = Microsoft Word Online
CI = Word360

Client "Outlook" desktop software I believe does not lies under any cmdb_ci & childen, not sure thou..

Cordial

Pete Laws · ‎12-17-2020

Next question is should I create a custom class under the OOB CI class = Application OR should I used the OOB CI class Software - Application Software

The application software CI list wont let me relate my CI to my application service like the CSDM recommends to do