CSDM – Recommended approach to populate Assignment Group based on Application Service or CI

[AvinashU]

Hi Community,

I am designing an incident model using CSDM for AWS/Azure discovered resources and would like to understand the recommended ServiceNow approach.

My requirement is:

• We have multiple Application Services.
• Each Application Service may have an Assignment Group.
• Application Services are related to the appropriate cloud account/AWS/Azure resources.
• On the Incident, users can select either an Application Service or a specific Configuration Item (CI).

I want the following behavior:

Scenario 1 – Application Service selected

If the user selects:

Application Service = SAP AWS

then the Incident Assignment Group should automatically populate with the Assignment Group defined for that Application Service.

Scenario 2 – CI selected

If the user selects a specific discovered CI, for example an AWS EC2 instance, ServiceNow should determine the appropriate Application Service for that CI and then populate the corresponding Assignment Group.

My question is:

What is the recommended OOB/CSDM approach for this requirement?

Should we use:

• Application Service Assignment Group?
• Dynamic CI Group?
• CI relationships/service mapping?
• Assignment rules?
• Another CSDM-supported mechanism?

I am particularly interested in avoiding unnecessary customization and following ServiceNow/CSDM best practices.

Also, is a Dynamic CI Group recommended for determining the Application Service from a selected CI, or is there a better OOB approach?

Thanks in advance for your guidance