Change Request Service and CI best practice

[Bingnan1]

In Change Request form there are 2 fields where records of Service (cmdb_ci_service) could be selected:

・Service

・Configuration item

And selected service will be added to related list below:

・Service → Impacted Services/CIs

・Configuration item → Affected CIs

Then what's the difference between these 2 fields? How are they supposed to be used in normal change request as best practice?

[Danish Bhairag2 · Accepted solution]

Hi @Bingnan1 ,

In a Change Request form, the "Service" and "Configuration Item" fields serve different purposes:

1. **Service (cmdb_ci_service)**: This field refers to the broader service category or type that the change request is related to. It could be a specific service offered by your organization, such as "Email Service" or "Network Service." Selecting a service helps to categorize the change request and provides context about the area of the business that will be impacted by the change.

2. **Configuration Item (CI)**: This field pertains to a specific configuration item within the selected service. A configuration item is a component of an IT service that needs to be managed in order to deliver the service. It could be a server, software application, database, or any other IT asset. Selecting a configuration item provides detailed information about the particular element that the change will affect.

In normal change request best practices:

- **Service**: Choose the appropriate service category to indicate the general area of impact for the change. This provides a high-level overview of the change's scope, making it easier for stakeholders to understand the context of the request.

- **Configuration Item**: Select the specific configuration item(s) that will be affected by the change. This provides detailed information about the individual components that will be modified, allowing for a more precise understanding of the change's impact. It helps in tracking changes to specific assets and ensures that the necessary resources and testing can be focused on these items.

When the service and configuration item are selected, they are added to related lists like "Impacted Services/CIs" and "Affected CIs." This documentation is crucial for change management processes, as it helps in tracking changes, understanding their scope, and coordinating necessary actions among different teams involved in the change implementation.

Mark my answer helpful & accepted if it answers your question.

Thanks,

Danish

[Bingnan1]

Hi Danish,

Thanks for your kindly answer.

If there's a new change request, and the target change CI is just a Service not any specific asset, what should I do? Will it be same result that I select target service in **Service** field or **Configuration Item**?

BR

Bingnan

[Danish Bhairag2]

Hi @Bingnan1 ,

It should be selected under Service Field as it is a service. Also you can check with your instance admin whether any specific condition could be applied to filter on CI should be visible under CI field & not service.

Thanks,

Danish