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See health of my Business Application

Henrik Jutterst
Kilo Sage

3 weeks ago - last edited 3 weeks ago

Background:

I'm trying to visualize incident impact on my Business Application, but I don't see an easy way for the Application owner to see if there are any ongoing issues to their Business Application.

 

I've created a Business Application called "Space traveling". It has connection to a related Service Instnace called "Space traveling (prod)", and there is a "Space traveling" Business Service Offering that's also related to a Business Service. All relations are there and with correct type.

 

I've created an Incident and added my "Space traveling" Service Offering to it.

 

 

Question:

How can I as a application owner/service owner see that there is incidents related to my Business Application?

As a service owner or Business Application owner I take it for granted that I should be able to see this fairly easy - at best in SOW.

 

Looking for OOB solutions for this.

 

I remember when working with Event Management and ITOM Health that we could see status very easy in the Service Dashboard:

HenrikJutterst_0-1783674557241.png

https://www.youtube.com/watch?v=lplSq7K4Gt8

 

 

ITOM Health | Getting started with Event Management
ITOM Health | Getting started with Event Management
youtube.com/watch?v=lplSq7K4Gt8
Provides an overview of the features of the Event Management application of the ServiceNow ITOM Health product. #servicenow #servicenowdemo For more information: ServiceNow product documentation: ...
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Vikram Reddy
Tera Guru

3 weeks ago

Hi @Henrik Jutterst,

 

Short version: there's no OOB twin of that dashboard built on Incident data. The tile view in your screenshot is the Service Dashboard in Service Operations Workspace, and it's fed by ITOM Health / Event Management alert severity, not by Incident records, so you can't just point it at your "Space traveling" app and get the same red/green tiles.

I worked on something similar during a CSDM rollout: an app owner wanted this exact persona view for Incidents, and we ended up confirming there's a real gap here, not a config mistake on your end. A couple of things worth knowing before you build anything:

  • You did the CSDM-correct thing by putting the Service Offering on the incident instead of the Business Application directly. ServiceNow's own guidance is explicit that Incident/Problem/Change should link to the Application Service (via Service/Service Offering), not to cmdb_ci_appl, because Business Application is a portfolio/EA object without environment-level detail.
  • That's actually part of the problem. Even if you have Application Portfolio Management licensed, its Incident/Problem/Change indicators expect a cmdb_ci_business_app value on the task record, and that field isn't on the Incident form OOB, nothing populates it automatically from the Service Offering relationship. So APM's rollup to the Business Application record doesn't happen cleanly either, even when everything downstream is modeled correctly like yours is.
  • The pragmatic fix we used was a saved list/report on Incident filtered on service_offering = your offering (or Business Service, one level up) and active = true, pinned to the app owner's homepage or added as a workspace widget. Not as pretty as the ITOM Health tiles, but it's live, OOB, and doesn't need scripting.
  • If you want the actual Business Application record to reflect it, you're looking at a small scheduled job or Flow to stamp cmdb_ci_business_app on Incident from service_offering.business_service.business_application, so APM's indicators start picking it up.

Happy to sanity-check your relationship types or the flow logic if you want to go the last route, just share what you've got.

 

Thank you,
Vikram Karety
Octigo Solutions INC

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