Configuration Items (CI) on Incident, Change and Problem (ICP) with CSDM

[MFO1911]

Hello,

We have a Question about the using of the Configuration Item field on the ICP - Forms. We are using the CSDM so we have de Technical Services / Business Services and related Technical / Business Service Offerings defined. For all Business Applications we have Application Services and they are managed by our Technical Service Offerings and Business Services Offerings depending on them. We have Defined Support Group for Incident, Change Group for Changes and Managedby Group as CI Owners. Our CMDB contains all CIs created from an Asset + addtional technical Information from Discovery, Service Graph Connectors etc.

So for 1st Level during the Incident Categorization everything is available and our Service, Service Offering and Configuration Item fields are mandatory...following the KPIs from the Playbooks on the OOTB CSDM / CMDB Data Dashboards. For the Configuration Item field we also use the Principal CI Class Filter...in fact not all CIs needs to be selected.

Now the Question is about some easy Exception:

A User has a defect keyboard and wants to replace this...opens a Incident with Category "Inquiry/Help" as our flag as this is a Service Request instead of an Incident. The 1st Level Categorizes Service and Service Offering...and now is the Question what Configuration Item they should choose? There is no CI for this Keyboards because its an consumable asset. An kind of placeholder like: "Computer Periphal" in the same Class are possible but in referencing CSDM is not so nice. Other Idea is to choose something like an Application Service like: ServiceNow Asset Management...cause the old and new keyboard are managed in ServiceNow Asset Management. Of Course we also can change the field to not mandatory...and 1st level will left this field blank...but this will negatively impact the CSDM KPI.

Other sample :

A user wishes a Correction of his Mobile Phone Contract...this Contract is not an CI...so our first Idea is to select the Mobile Phone Contract Software (Application Service) because the Contract is managed in this Application...

Do we use the process correctly? Do we missing something?

We are happy and open for any recommendations or maybe some examples how other Companies manage this field 🙂

Many thanks Best Regards

MFO