Relating Infrastructure CI's to Technical Service Offerings

[mhives]

I'm looking for a little help regarding how to map Configuration Items to Technical Service Offerings.

In the CSDM 2.0 Whitepaper it looks like we should use the “Manages:Managed By” relationship type, but I can see other relationship types mentioned in Orlando documentation and also in this forum.  My assumption is that for some of the cases below to work, the correct relationship type must be used.

Cases/Questions:

Users (both end users and "agents") might choose either the specific Infrastructure CI or the Service Offering

Choosing a Service Offering in Incident should filter the list that pops up for Affected CI's

When choosing an Infrastructure CI in and Incident that is related to a Service Offering, does the CI automatically pick up the commitments related to the Service Offering? Does the Service Offering field get automatically populated?

Does an incident on an Infrastructure CI create an outage for the related Service Offering? and therefore impact the Service Offerings availability?

If anyone has any insight, or can point me in the right direction I would really appreciate the help.

[Stig Brandt]

Hi @mhives 

I don't think you will get any help from CSDM/Whitepaper or other sources from ServiceNow, regarding the below questions.

When choosing an Infrastructure CI in and Incident that is related to a Service Offering, does the CI automatically pick up the commitments related to the Service Offering?

• In the old days, the Service Offering record needed to be in Affected CI field, to trigger SLA's/Commitments, not sure this has changed in Orlando.

Does the Service Offering field get automatically populated?

• No, there is no automatically bottom up functionality, which I think is missing

Does an incident on an Infrastructure CI create an outage for the related Service Offering?

• No, Outage is completely manual creation, some partners have earlier provided functionality in creating Outage records on impacted services and CI's in the upstream.

and therefore impact the Service Offerings availability?

• Impacted Services should be a standard OOTB Functionality on the related list on Incident and Change

You could also add question like - 

If we choose the CI and there is a Technical Service Offering and a Business Service Offering related to the CI - do you create TWO Incident's?

and how will this impact predictive intelligence?

[Mary Vanatta]

Use these relationships as aligned by the CSDM 2.0

[Mary Vanatta]

The technical service offerings are what drive the support, maintenance of the CI or service offering for Inc/Prob/Change

Please log into NOW learning at nowlearning.service-now.com  all clients and partners have access to take the CSDM course for free. 

The Incident  and Change Use case and SPM use cases have been released within this learning module. I have attached for your benefit.

[Stig Brandt]

Thanks, but this really doesn't answer the questions asked.

Here extract for Incident - use case:

What CMDB data is populated/used to determine impact on an Incident To determine impact and restore Services during an Incident the following activities are recommended:

1. Populate the Configuration Item attribute on the Incident form, configuration_item, with the CI “item or Service affected.” This CI can then be utilized to identify details for Incident routing using CI data such as “Support Group” and service impact using dependency relationships.

2. Populate the Impacted Services related list to the Incident form, task_cmdb_ci_service, with the Services that are related to the populated Configuration Item. These may include Services and Service Offerings.
3. (Optional) Utilize the Service and Service Offering attributes on the Incident form to help narrow the list of Configuration Items to choose from. Note: this is not OOB capability and will need configuration of the Incident form.

4. (Optional) Utilize the Affected CI related list to the Incident form, task_ci, to identify the CI or CIs that may have caused the Incident.

Cheers

Stig