---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Service health status for install base

# Service health status for install base {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

View the real-time health status of a customer's install base. Correlate customer issues
with the operational health of their install base to provide more informed responses to your
customers.

## Service health tracking overview {#service-health-pcso__section_qhc_jt4_sjb}

The integration between Customer Service Management and the Event Management console in IT
Operations Management enables you to track the service health status of a customer's install
base.

When an issue affects one or more install base items and an alert is created, the severity of
the alert is calculated in Event Management. It is calculated according to alert impact
calculation rules. Based on the severity of the alert, the service health status of each install
base item is calculated. Customer service agents can view the service health status of install
base items in an account or a case in Customer Service Management.

​For more information about how the severity of an alert is calculated, see [Alert impact calculation](https://www.servicenow.com/docs/access?context=c_EMImpactCalculation&version=xanadu&pubname=xanadu-it-operations-management&ft:locale=en-US).  
To provide the service health status for an install base item in Customer Service Management, the following fields are mapped.{#service-health-pcso__table_vmm_yjw_vjb__entry__2}

| Event Management (em_impact_status table) | Customer Service Management (sn_install_base_item table) |
|-|-|
| Business Service | Service Context |
| Element Identifier | Configuration Item |
| Severity | Health Status |
[Table 1. Event management fields for calculating alerts]

{#service-health-pcso__table_vmm_yjw_vjb}  
Note:  
The service health status is displayed only if the install base item has both a Configuration Item (CI) and a service context associated with it. Service context is the application service associated with the underlying CI for impact calculation in Event Management. For more information about application services, see Lesson 2 of the [Event Management operator guide](https://www.servicenow.com/docs/access?context=operator-application-services&version=xanadu&pubname=xanadu-it-operations-management&ft:locale=en-US).

The service health status is displayed in Customer Service Management as follows.  
{#service-health-pcso__table_brq_pgf_3jb__entry__2}

| Severity of alert (Event Management) | Service health status on Account and Case forms (Customer Service Management) |
|-|-|
| Critical | Critical: Resource is either not functional or critical problems are imminent. |
| Major | Major: Major functionality is severely impaired or performance has degraded. |
| Minor | Minor: Partial, non-critical loss of functionality or performance degradation occurred. |
| Warning | Warning: Attention is required, even though the resource is still functional. |
| Info | Normal: No severity. An alert is created. The resource is still functional. |
| Clear | Normal |
| Empty/Null | Not Available |
[Table 2. Health status alerts]

{#service-health-pcso__table_brq_pgf_3jb}

For more information about alert severity, see Lesson 1 of the [Event Management operator guide](https://www.servicenow.com/docs/access?context=operator-application-services&version=xanadu&pubname=xanadu-it-operations-management&ft:locale=en-US).

## Roles {#service-health-pcso__section_idp_kv4_sjb}

As a system administrator, configure form views to add the Service Context, Health Status, and Health Status Last Updated fields to the relevant forms.

As a customer service agent, view the service health status of install base items on the
Account or Case form.

## Activation information {#service-health-pcso__section_jy3_ht4_sjb}

This feature requires the Proactive Customer Service Operations with Event Management plugin
(com.snc.proactive_cs_itom).
**Related concepts**   

* [Integration with Event Management](https://www.servicenow.com/docs/bBrcIfb8P8cuGxGdVxW0ZA "Create cases proactively from alerts either manually or through automation. Track the accounts and health status of the corresponding install base items affected by the alert to better correlate customer issues and provide faster responses.")  
**Related tasks**   

* [Configure form views for Proactive Customer Service Operations](https://www.servicenow.com/docs/WQV1UjJp7MyALJYwkbbrkQ "Configure the form layout and related lists for the different views of the Case, Install Base Item, and Account forms to display the fields you require.")
* [Track the service health of install base items in Agent Workspace](https://www.servicenow.com/docs/i3Rfh1Pipp0T15PNwv3eQg "Track the operational status of install base items belonging to an account, to better correlate customer issues and provide faster responses.")