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03-13-2025 08:27 AM
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!
Solved! Go to Solution.
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03-14-2025 03:51 PM
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.
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Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
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04-24-2025 12:30 AM
Thank you @David77 , this is exactly what I am looking for. Is there also a way to look into those relationships for the Conflict Calendar? Or by adding them manually as you mentioned they will be taken into consideration?
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04-29-2025 10:48 AM
Not sure, I know that if you call out a CI in, say, Incident Mgt, then click on the hierarchy icon next to it, you can right-click and add a CI as an "affected CI". Not sure if that helps with conflicts.
