operational configuration items

[rbettencourt]

Hi folks, 

What operational configuration items can be selected and populated in the configuration item field on an incident or change request record?

[PoonkodiS]

Hi @rbettencourt 

Operational configuration items (CIs) in the Configuration Item field of an incident or change record represent any manageable component in the CMDB needed to deliver IT services. These include

physical infrastructure (servers, routers), software, cloud resources, logical components, and business or technical services

Example:

I created a Virtual Server CI and related it to an Application Service CI in the CMDB.

The relationship is defined as:

• Application Service → depends on → Virtual Server

With this relationship in place, if an issue occurs on the Virtual Server (for example, server down or resource issues), ServiceNow can identify which Application Services are impacted through impact analysis.

This setup helps ensure:

• Incidents are logged against the Application Service to reflect business impact

• Changes on the Virtual Server show the affected Application Services

• Proper impact and risk analysis using CMDB relationships

As long as the relationship direction is correct and the CIs are operational, affected services will be visible when server issues occur.

Hope this helps .

Thanks,

Poonkodi

[Alec Hanson]

In direct response to the question @rbettencourt , when you look in a new SN installation, then you can select anything that is:

- Not a Service Offering

- Not in 'Retired' Operational Status 

- Is a Principle CI (if there is at least 1 selected)

So this is in effect configurable by selecting the Principle CIs - but I am not sure what the best guidance is for 'Principle CIs'

So for example @PoonkodiS if you add on the VM Instance

• Application Service → depends on → Virtual Server ->  Instantiated by -> VM Instance

So would we expect the VM Instance to be a Principle CI? Would we raise Incidents on these CIs on just the Virtual Server itself?

Alec