Incident Management and CSDM tables

Incident Management manages and uses CSDM tables. Several ServiceNow products benefit from and add value to Incident Management.

CSDM tables used by Incident Management

The Incident form references the following CSDM tables:

1. Application Service [cmdb_ci_service_discovered] table or any infrastructure CI.
2. Configuration Item tables [cmdb_ci*]
3. Business Service [cmdb_ci_service_business] table and Technical service [cmdb_ci_service_technical] table: Use the service classification attribute to identify business services, technical services, and application services as types of services.
4. Service Offering [service_offering] table: Uses the service classification attribute to identify business services, technical services, and application services as types of service offerings.

   See the Incident Management documentation for information about service commitments on a service offering (for example, resolution time for incident).

Figure 1. Tables used by Incident Management

Products that add value to Incident Management

When you use Incident Management with other ServiceNow products, you increase the value you get from Incident Management. These other ServiceNow products include:

Discovery

Discovery provides details about the hardware and software CIs you are using.

Service Portfolio Management (Service Portfolio Management)

Provides life-cycle information for a service.

Asset Management

Provides the related product model. Software Asset Management (SAM Foundation ) and Hardware Asset Management (HAM) provide lifecycle data for Incident Management.

Security Management

Provide initial information that helps in containing, eradicating, and recovery of security related incidents.

Risk Management

Provides IT risk and financial risk information.

Products that benefit from Incident Management

IT Service Management (ITSM)

Services have the context of the business and applications, along with the information and technologies layered beneath them.

Information Technology Operations Management (ITOM)

Understands the business context for the application services along with the hardware and software being managed.

Governance, Risk, and Compliance (GRC)

Auditors can leverage the business applications and related Information Objects. This helps auditors understand the design-time data sensitivity for scoping audits, measuring risks, and managing audit activities.

Asset Management

Manages the software and hardware life cycles for business applications and business services.

Customer Service Management (CSM)