Question on Service reference on ITSM tasks

[Randy Fisher]

We are in the early stages of establishing our service management program and defining our business & technical services. We are currently discussing adding the fields for service and service offering back to our core ITSM forms for incident, problem, and change. I know that applications services are a service classification of the cmdb_ci_service table along with business service and technical services. Given the service field is referencing the cmdb_ci_service table, then application services appear in the lookup for the service field but are also in the lookup for the configuration item field. What we are discussing is adding a filter condition to the service lookup on cmdb_ci_service to filter to just the business and technical service classifications, therefore excluding the applications services. Tasks for application services would have the app service listed in the configuration item field.

Our thought process here is it makes the fields easier to define. In addition if the app service was populated in the service field, the task would then be excluded from the parent service metrics.

Hopefully that makes sense. Ultimately, we are trying to understand what risks we would have with applying this filter or what was the logic in the existing filter including application services.

Thanks and please let me know if you have any thoughts or recommendations.

[Andreas Borell]

In order to be more CSDM compliant, we have done the exact same change - limiting [service] on incidents, changes etc. to be only [technical or business services]. This is also the only way the [offering] field on those objects make sense, because other "services" don't have offerings.

What has to be remembered is that there are multiple places this needs to be considered - different workspaces and templates and item recorders all needs a review - changing the standard form is good, but if someone then makes an incident template and can autofill the field breaking the rules, statistics and reports become at best unreliable and at worst break.

If there was a single page from Servicenow describing all changes to a vanilla OotB system to make it CSDM "compliant" or better yet a selection of scripts to apply that would make "all" the changes, it would be good.