Service and Application CI relationships

[John Green2]

Hello,

As an ITSM team within a fairly large and diverse organization, we have defined our business services in the ITSM product (for example, 'IT services for the estates management division') and we are starting to define the specific service offerings that hang off the business services. For example, 'Estates management application xxxx user assistance' - where xxxx is our corporate facilities management application, hosted in our own data center. So, if a user reported an incident with that application, we would link the incident to the 'estates management application xxxx user assistance' service offering. So far, quite logical.

As we will be introducing Application Portfolio Management in the near future, we need to ensure we start to use the various application-related CI classes/service classifications in the way the designers of the ServiceNow config management/service management/application portfolio management features intended.

The problem I have is that I'm struggling to find any product documentation or articles that give a coherent picture of the expected types of relationship between Application Services, Applications, Business Applications and Service Offerings. Can anybody assist?

Thanks in advance,
John.

[Gundeep Singh]

Hi,

you can look over to all the relations with CI in cmdb_rel_ci table . There they are defined in parent child formation.

For example in your case xxxx will be parent and will have child CI attached to it as 'Estates management application' you can get the data of these from the table and you can show the same in your incident by wrting the script.

For example if you want to show it in field you can define reference qualifier with script include inside it which is filtering the child records of the application affected and just showing the services in it.

Mark it Helpful or correct if it works for you.

You can ask your Query if have any further questions.

Regards,

Gundeep Singh

[John Green2]

Thank you for your response Gundeep. Analyzing the cmdb_rel_ci table did help to some extent, but in the end, I got what seemed to be the most useful information, from the Suggested Relationships table - that helped to construct a kind of reference model for CI classes I'm working with.

Best wishes,

John.

[Daniel Billing · Accepted solution]

Hi John,

There are many of us struggling to set this up in a way that everyone understands and at the same time make sure all Baseline features can be used.

have a look at this Justin post where the CSDM model is explored

https://www.justinlabs.io/servicenow-csdm-updated-example-of-an-actual-service-portfolio-data-model/

[Paul Santaniell]

My two cents on application service portion of the justinlabs example. I see the service offering relating to the application service, as opposed to the underlying applications. The rationale is that service mapping automates the linkage to the apps. Adding this to service offering implies manual maintenance of relationships to apps which isn't practical. If I'm missing something here feel free to comment.

Paul