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?

[Tanushree Maiti]

Operational CIs are the records that are actively used in IT Service Management (ITSM) processes, such as Incident, Problem, and Change Management.

1. Application Service :

   • The Application Service  is defined as an operational CI that logically represents a deployed system, application, or product stack.

   • The Service Delivery and Service Consumption CSDM tables are designated as "operational" and are therefore available to select for ITSM processes such as Incident, Problem, and Change.

   • In a demonstration scenario, the configured CD-Service Instance/Application Service was selected and populated in the Configuration item field on an Incident record and on a Change Request record.

2. Dynamic CI Group:

   • A Dynamic CI Group is classified as a type of service in ServiceNow and is stored in the cmdb_ci_query_based_service table.

   • Dynamic CI Groups are used in Change Management because when a Dynamic CI Group is selected as the configuration item on a change request form, its member CIs are automatically unpacked and displayed in the Affected CIs related list. This demonstrates its function as a valid operational CI target for ITSM processes.