Why not incidents on Business Application 'level'?

Go to solution
Toby2
Kilo Contributor

‎02-17-2021 01:26 AM

Hi all 

I'm in a fairly small organisation (in relation to ServiceNow typical customers) where we have recently rolled out incident and change. We are now looking into the CSDM 'crawl' stage regarding CMDB. 

We get a lot of incidents from users through our service portal. 

Our service desk/1st line is not necessarily able to determine the exact CI the incident is regarding. 

We are inclined to have the user/ 1st line relate incidents to the 'business application' - even though this is not recommended in the CSDM whitepaper(s), because 'business application' isn't a "operational CI". 

 

Can anyone elaborate on why we should NOT do this?

 

Thanks 

/Tobias

0 Helpfuls
  • 3,071 Views
1 ACCEPTED SOLUTION

Go to solution
CasperJT
Tera Guru

‎02-17-2021 01:42 AM

Hi Toby,

The straight reasoning from ServiceNow can be found in the Common Service Data Model product view: Incident Management (servicenow.com) (under FAQ)

  • Business applications are portfolio objects used for designing and planning your enterprise architecture. Business applications don't contain attribute-level details such as version, environment, and localization (for any deployments using one or more applications).,

As I understand it. The Business Application simply doesn't have valuable information for the teams resolving incidents, since it will basically only provide the over arching name of the Application Service that they are working with.

I understand your inclination to use the Business Application to populate the Configuration Item field. However, since you could also write in the description, what business application is affected and achieve the same level of information, maybe you are better off doing that and then populating the Configuration Item, once it is clear which Application Service is affected.

Additionally your Services are not linked with the Business Application, so your structure will fail to help you with managing your incidents, when you move in to the walk/run stages.

 

Best regards,

Casper

View solution in original post

10 REPLIES 10

Go to solution
Antal1
Tera Contributor
In response to RussLaPlante

‎08-16-2022 08:37 AM

I would think because the tool does not know

  • what is in your CMDB
  • how do you want to use it, what is the organization maturity

The filtering capability is there OOB, once you start marking classes in the CMDB CI Class Manager as Principal Class only CIs on those classes will be available on the Incident form