CMDB and Request Items

[Diane22]

When a developer creates a workflow, as a self-serve catalog item (RITM or Record Producer) under an application scope, from a CMDB perspective, would it be defined as an Application (a distinct CI) or a RITM/Record Producer.

The answer to me is that a request item remains what it is, and an application service/CI are very different.  But then again, if everything developed by a development team, is under the same scope, then maybe it could be defined as an application ? 

I'd like to know how others do this ... preferable either ServiceNow best practice, or a large organization with multiple development teams,

thank you   

[Mark Manders · Accepted solution]

The complete build (so Record Producer/Catalog Item and all logic surrounding it with flows, BR's, etc) is an application. By the way: the sc_req_item table is a global table, so not scoped. If you create a RITM from a scoped application, you are creating a global record and are misusing the table. 

The record producer itself is just that: a record producer. The record is in the application. Just like the RP for incident is a RP and the incident a record and all of it combined, is the Incident application (or ITSM application if you look at it from a wider point of view).

So the RP will never be an application, because it's just for creating records that your application is doing something with. The entire scope is the application, the RP just a part of it.

[Mark Manders · Accepted solution]

The complete build (so Record Producer/Catalog Item and all logic surrounding it with flows, BR's, etc) is an application. By the way: the sc_req_item table is a global table, so not scoped. If you create a RITM from a scoped application, you are creating a global record and are misusing the table. 

The record producer itself is just that: a record producer. The record is in the application. Just like the RP for incident is a RP and the incident a record and all of it combined, is the Incident application (or ITSM application if you look at it from a wider point of view).

So the RP will never be an application, because it's just for creating records that your application is doing something with. The entire scope is the application, the RP just a part of it.

[Diane22]

to make sure I'm understanding correctly:

-The complete build (so Record Producer/Catalog Item and all logic surrounding it with flows, BR's, etc) is an application.

What do you mean "the complete build" - so if i were to log an incident, because a workflow (RITM) is broken, would I use ServiceNow as the application CI?

[Mark Manders · Accepted solution]

Yes. A workflow within ServiceNow is broken, so something is wrong with ServiceNow. 

When the touchpad of a laptop doesn't work anymore, you also select the laptop as CI, not the touchpad.

You could diversify into the applications that run on ServiceNow (ITSM, CSM) or even further down to the processes, but that doesn't really make sense (especially from an end user's point of view). Something is wrong with ServiceNow. The end user doesn't care if it's a workflow, a form or the login. It needs to be fixed. The more options you give, the higher the chance that 'other' is being selected, because it's way to complex to select the correct thing.