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.

[John Green2]

Hi Daniel,

Thanks for the post link - the illustrations in there are the most helpful I've seen so far. Feels like progress!

[David Thigpen]

Hi - I just wanted to make sure that the participants and readers of this post are aware of the updated CSDM model (V 2.0) that is beginning to address a lot of these issues:

Community Link to CSDM 2.0

Regards,

David

[John Green2]

Many thanks David - I wasn't so that's helpful. A  more mature paper, and much improved.