Configuration Items

[RMendoza]

Hello, 

Our agency is new to ServiceNow and we're trying to understand the purpose and benefits of using Configuration Items within our platform.  What are the long term risks if we don't link a CI to a Service Offering when we go live?  Also, can a CI can be tied to multiple Service Offerings?  

Thank you, 

Rosa M. Mendoza 

[Dr Atul G- LNG]

Hi @RMendoza 

What are the long-term risks if we don't link a CI to a Service Offering when we go live? 

Atul: Implementing CMDB and CSDM is long journey. You will not see any immediate risk but when your CMDB gets robust and you start using relationship for change/problem or Inc then it can be risky as there are no relationships you will find which can cause impact assessment.

Also, can a CI can be tied to multiple Service Offerings?  

Atul: Yes, we can. Here is my video to understand this in a better manner.

https://youtu.be/jejk8Bp_jFA

CSDM

https://www.youtube.com/playlist?list=PLi0Ik1xCDEbLzEpjQFl0LcT3MpjPcOAs5

[AshishKM]

Hi @RMendoza 

A CMDB is a central repository that acts as a data warehouse, storing information about your IT environment and it is a purpose-built database for configuration management. It's main functions include discovering, controlling, and keeping track of relationships between IT assets. Purpose-built means a lot of standard practice already considered.

I would rather say, a lot's of benefits if we are using any kind of cmdb repository, either ServiceNow or other one. Keeping CMDB up-to data, Its continuous improvement process. None of CMDB are 100% accurate. 

Service Offering : A service offering is more specific component of delivery of the service like email, printing, backup cloud etc, It's high-level item which reflect some kind of action on individual configuration items, so Service Offering refer the CI (entity) as whole not the individual.  A Service Offering can mapped with multiple type of CI. Example : A printer can print, copy, email so these are three difference services but the printer is same. 

Let me know if you have more question over CMDB.

Refer:

https://www.servicenow.com/products/it-operations-management/what-is-cmdb.html

-Thanks,

AshishKMishra

[Amit Gujarathi]

HI @RMendoza ,
I trust you are doing great.

Understanding the purpose and benefits of Configuration Items (CIs) within ServiceNow, and their relationship with Service Offerings, is crucial for effective IT Service Management (ITSM). Here's a detailed explanation:

Purpose and Benefits of Configuration Items (CIs) in ServiceNow:

1. Centralized Information: CIs in ServiceNow provide a centralized repository of information about all the elements that are part of your IT environment. This includes hardware, software, networks, and people.
2. Change Management: By using CIs, you can effectively manage changes in your IT environment, understanding the impact and dependencies of each element.
3. Incident and Problem Management: When incidents or problems arise, CIs help in quickly identifying the affected components, leading to faster resolution.
4. Compliance and Security: Tracking CIs helps in ensuring compliance with regulations and standards, and enhances security management.

Long Term Risks of Not Linking a CI to a Service Offering:

1. Lack of Visibility: Without linking CIs to Service Offerings, it becomes challenging to trace which IT components are supporting specific services. This lack of visibility can lead to challenges in service delivery and management.
2. Inefficient Change Management: Unlinked CIs make it difficult to assess the impact of changes, leading to increased risks of service disruptions.
3. Compromised Incident Management: In the event of an incident, it’s harder to pinpoint the affected service or the underlying CIs, delaying the resolution process.
4. Resource Misallocation: Without clear linkage, resource allocation becomes less efficient, as it’s harder to determine which CIs are critical to specific services.