Incident Management considerations

Consider these points while implementing the CSDM framework.

Incident Management considerations

Business applications are not referenced in Incident Management

Business applications are portfolio objects used for designing and planning your enterprise architecture. Business applications don't contain attribute-level details such as version, environment, and localization (for any deployments using one or more applications).

Application service

An application service is an operational CI and a unique instance of an application.

An application service is the logical representation of the underlying hardware and software CIs that work together to implement a business application or system. The application service represents an instance of the business application or system.

Using application service on an Incident form

You can use the application service CI on the Incident form in scenarios like the following:

• The incident is for an application-related issue. On the Incident form, you can enter Application Service in the Configuration Item field to represent the application. For example, you can report the application service called MyApp 3.0 Production as unavailable.
• The incident is for an infrastructure CI that is affecting one or more services. On the Incident form, the Impacted Services/CIs related list identifies the application service affecting services. For example, the Server Acme42 CI might be identified as affecting the MyApp 3.0 Production and other related services.