Service Business Criticality Impact

[FrancescoF82933]

Hi All,

When implementing a new Service record on the cmdb_ci_service_list, one of the fields you need to fill in is the "Business Criticality". You have to choose between:

• Most Critical
• Somewhat Critical
• Less Critical
• Not Critical

Depending on which one of these you choose, are there elements that this value will directly affect (such as incident management, change management, etc.)?

Thank you.

[Dr Atul G- LNG]

HI @FrancescoF82933 

https://www.youtube.com/watch?v=mwFIBmTyYcQ

https://www.servicenow.com/community/enterprise-architecture-forum/business-criticality/td-p/2689904

https://www.servicenow.com/community/common-service-data-model-forum/csdm-in-action-business-service...

[yashkamde]

Hello @FrancescoF82933 ,

Business Criticality on a service helps determine the business impact of incidents and changes. Organizations typically use it to calculate incident priority, define SLAs, and evaluate change risk for services that are critical to business operations.

Basically It may be used by incident & change. Found on the business service offering. The business criticality maps to the attribute business_criticality. The business criticality maps to the attribute criticality. A business service may have multiple offerings, each with differing criticalities.

The below diagram will illustrates how Technical Services, Application Services, and Business Services relate, and where Business Criticality is typically considered when evaluating service impact.


Refer this :

Set Impact based on Business Criticality of CI 

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