Linking a CI to a Business Criticality for Incident Service Level Management

[jtshone]

Hi, company has a list of 150 (CIs) that it has tiered Gold, Silver and Bronze.  Incident SLAs for P1-P3, resolution times are based on the G/S/B tiering.  Company has no mature CSDM and is not using service or service offering to any real extent and only 50 CI relationships defined.

In order to do this I see 2 options:

A) Add the CIs to each SLA definition, e.g. P1 Bronze Resolution will have x CIs added as a start condition

Effort=low, Complexity=low, Maintability=medium

To achieve this I'd make the cmdb_ci mandatory on the INC

B) Leverage the business criticality on the ci_service level and map CI to the service

Effort=medium, Complexity=medium, Maintainability=medium

To achieve this I'd:

require cmdb_ci field to be made mandatory on INC

require service field to be made r-o on INC

require SLA condition to dotwalk to service criticality (working OK)

require Bronze, Silver, Gold Level Application Services creating

possibly requires a new ci relationship type to create 1-2-1 mapping

requires logic (SI) to lookup Service from the given cmdb_ci value on INC and use as a ref qualifier on INC.business_service

requires more logic to set the value automatically in business_service field

I have coded a first draft SI to validate the feasibility and all OK, but I'd like to know:

1. Is Option B OK as an approach or is Option A best here?

2. Am I ok to create new CI relationship types (I've not found any documentation on this) so that I am confident of a 1-2-1 match on cmdb_rel_ci lookup routine?

Basic SI below:

function u_CIServiceLookup() {

var svc = ' ';

var a = current.cmdb_ci;

//return everything if the assigned_to value is empty

if(!a)

return;

//Example encoded query child.name=ADCCCMB1^parent.name=SCCM^type=60bc4e22c0a8010e01f074cbe6bd73c3

//sys_user_grmember has the user to group relationship

var rel = new GlideRecord('cmdb_rel_ci');

rel.addQuery('child',a);

rel.query();

while(rel.next()) {

if (svc.length > 0) {

//build a comma separated string of groups if there is more than one

svc += (',' + rel.parent);

}

else {

svc = rel.parent;

}

}

// return Groups where assigned to is in those groups we use IN for lists

return 'sys_idIN' + svc;

}