What CI should be filled out on an incident record?

[Erick18]

What class of CI should be filled out on the Incident record? Technical Service Offering, Business Application, or Application Service? For example if there is an issue with SAP Production Application and we have a business application called SAP, an Application Service called SAP Production and a Technical Service Offering called SAP Production Support which one should be selected in the CI field on the incident record. 

Thanks,

Erick

[Alexey7]

I think you can select any of them, but the correct one is Application Service. There should be additional fields for Business Service and Service Offering on Incident table. Starting from the Paris release (or later) these two fields are part of default layout of the incident form.

[Anshu_Anand_]

It should be SAP application service , because that service outage will be an incident which impacts the business. Business Service and Service Offerings are kind of logical representation .

Hope its helpful

[Bruce W]

If the issue is the application as a whole then we are using an Application Service that we create for each environment, e.g., SAP ERP - Production, and we have manually associated servers to it via Depends On relationship.

If it's a particular infrastructure CI, e.g., a database server, then we select that as the CI.

In either case the Service is 'SAP ERP' and we create a corresponding business service for each business application.

Thanks, Bruce...

[CMDB Whisperer]

Bottom line is that it should be the a CI that is as specific as possible within the Application Service, if you know what the specific CI is where the incident is observed, or if not known, choose the Application Service itself.  The reason is that the Application Service is the pivot point where you know everything you'd want to know about what is impacted.  It will tell you what Business Applications and Business Capabilities are impacted, as well as telling you what Technical/Business Services and Offerings are impacted.  If you just select the Service Offering, then you won't be able to trace this to the Business Applications and Capabilities, nor will you be able to identify any Business Services that may also have a dependency on the Application Service.  And of course choosing the Business Application as the CI is right out, because that is not even a serviceable configuration item.

That said, there are some cases where you might have Technical Service Offerings that don't actually have dependencies on any Application Services or Dynamic CI Groups.  And in theory you should still be able to log an incident against those service offerings.  So in those cases you can either use the Service Offering as the CI, or use the service_offering field on the incident so that you can track the incident without a specific CI.