Leveraging CI relationships in Incident and Change Management

[AlexandruT13875]

Dear colleagues,

I was trying to find documentation / use cases on how to best leverage the CI relationships in Incident / Change Management. As an example, I have implemented an automation that notifies automatically to business application owners that have a relationship like "receives data from" the impact CI of a P1 Incident, so they can proactively check if they also have an impact.

Many thanks for your contributions!

[Dr Atul G- LNG]

HI @AlexandruT13875 

In the current era, it's not just about Configuration Items (CIs); services also play a crucial role. The CI dependency view is one of the key features that helps in this aspect.

At the core of your use case lies accurate data and correct relationship mapping. If there are any errors or inconsistencies, the automation is bound to fail.

[AlexandruT13875]

Hello AG. Indeed we have already services also in place, our applications are modeled according to the CSDM Standard. My question is, now that we have this data, how can we leverage the most of in Incident Management or Change Management?

[Dr Atul G- LNG · Accepted solution]

Hi @AlexandruT13875 

If you have a dependency map for Change Management, it can be utilized in several ways:

• Risk Assessment – Helps determine if any CI is already down or if a failed change occurred in the past month.
• Change Approval Process – Supports decision-making for high-risk and Priority 1 changes.
• Information Messages – Displays alerts when a change is being deployed on a critical service.
• Automated Outages – Enables the automatic creation of outages.

For Incident Management, the dependency map can be beneficial in:

• Potential P1 Identification – Detecting and raising a potential Priority 1 incident if multiple incidents occur on related CIs.
• Email Notifications – Triggering alerts for P2/P1 incidents.
• Auto Assignment & Routing – Automating ticket assignment and escalation processes.

These are just a few practical use cases demonstrating its effectiveness.

[David77]

I think AlexandruT13875 
 is asking specifically how to leverage the relationships. 

For example, in Change Control, you can do the following:

1. Select a primary CI, say a server

2. Select the "open dependency view" icon to left of CI

3. In the dependency view, right click on any CI and choose "Add Affected CI(s)"
This will add that CI as being affected by the Change.