Relating CIs to Business Services

[olivershields]

2 Questions;

I am currenly in the middle of a piece of work to map out services end to end in ServiceNow. I am dealing with relating CIs upto each other fine but the issue i have is that we want to be able to see Services as a whole.

I understand the that the new gen BSM maps have this capability when using service watch which means that you can link each CI to a business service and this can then be displayed in the BSM map easily. We arent using Service Watch at the moment and dont really need the functionality of it other than to be able to link CIs to Business Services.

Would anyone know a way to do this without having the purchase Service Watch?

My second question would be around flagging certain CIs as critical. I want to be able to say that if Server X goes down then Service Z is degraded but if Server X & Y go down then Service Z is down. We have created a tool which does "soft" links and "hard" links but we would prefer to have this functionality centrally in Service Now.

Any help of advice would be much appreciated.

Thanks

[williamsun]

I have not purchased ServiceWatch and have been using this functionality for a while now.

Once you have linked all the dependencies to your Service Offering you can then open the record, make sure you are on the Default view, and then click on the "BSM View" icon (below)

Also, on the "BSM Map" Application, there is a module called "View Map".   Once you click on that you can browse for your particular CI and then see it's map.

[olivershields]

Please see response below

[Michael Fry1]

You can related Business Services to CIs, or vice versa by using Relationships. You can add CI Relations to your CI forms and create the relationships there, or from the business service.

In some cases, the Business Service or CI determines the Impact. Urgency comes from the person/monitoring system opening the ticket. Impact & Urgency determine Priority.

[olivershields]

Please see response below