operational configuration items

rbettencourt
Tera Contributor

4 hours ago

Hi folks, 

 

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

 

 

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PoonkodiS
Mega Sage

4 hours ago

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

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