Application Services with Business Application Relationships Get Well Playbook Application Service with Business Application Relationship A step-by-step guide to analyze and remediate CMDB data Table of Contents Summary Goal of this Playbook Audience Problem Overview Executive Summary How this playbook can help you achieve business goals How this playbook is structured Problem Analysis Upstream Causes Downstream Consequences Impact on Your Business Engagement Questions Remediation Plays Summary Play 1: Analysis Play 2: Fix Existing Data Data Governance Summary Goal of this Playbook To help identify and correct missing relationships from Application Service to Business Application tables Details about this playbook Author Scott LemmDate 08/14/2020Addresses HSD # HSD0007984Applicable ServiceNow Releases All ReleasesPrerequisites CMDB and CSDM Data Foundations DashboardsTime required Approximately 1 to 4 hours Audience Configuration Manager or Configuration Management teamServiceNow AdminApplication OwnerTechnical Service Owner Problem Overview Application Services is the operational view of a unique deployed instance of a Business Applications. The Business Application is the design view of the Application Service. Together these CIs provide a complimentary summary of data from design to deploy to manage. If the relationships between Application Services and Business Applications are missing (unpopulated) then an Application Services will lack the ability to identify design details including the type of information (ex. PCI, PII) that could be present within the Application Service. This playbook helps you identify those Application Services without relationships to Business Application instances. Executive Summary How this playbook can help you achieve business goals Application Services, with relationships to Business Applications, provide a view into the design of the application with details including but not limited to technical owner, architecture type, data classification, planned usage, installation type, and emergency tier. How this playbook is structured This Playbook will guide you through 3 plays. Play 1 (an analysis play) helps you identify which Application Service CIs in your CMDB do not have relationship(s) to Business ApplicationsPlay 2 (a fix play) tells you how to add a relationship to an Application Service from the form viewPlay 3 (a Data Governance play) lists the guidelines and processes for relationship management between Application Service and Business Application. Use these guidelines to maintain effective data in your CMDB. Problem Analysis Upstream Causes CI relationships are not enabled on the Application Service form viewTransforms are loading Application Services but not relationshipsServiceMapping is auto generating Application Services but relationships to Business Application are not discoverable3rd party tags are not providing the Business ApplicationYou may not be aware that relationships between Application Services and Business Application are necessary Downstream Consequences Data Consequence Unable to share data between related CIsData silos will occur that can lead to unwelcome customization Operation Consequence Erodes trust in the accuracy of the CMDB. Results in a poor user-experienceProcesses that rely on CI relationship hierarchy will be unable to process dataReporting will lack data, unable to associate Design Domain and Manage Technical Services Domain elementsPresence of sensitive data is unknown to the help desk App Consequence Incident Management MTTR increases due to a lack of detail in the CMDB dependency viewIncident and Change criticality is unaware of data classifications when determining impactRisk is unable to identify where sensitive data may be deployed Impact on Your Business Missing relationships from Application Service to Business Application affect the following areas of your business A poor User Experience (internal and external) making Work harder than it needs to be.Erosion of CMDB trust accompanied with a general lack of adoption and enthusiasm.Security - Unable to display knowledge of deployed applications with sensitive data.Audit compliance - Unable to show complete process for Plan -> Deploy -> ManageIncreased MTTR - Without relationships support teams will struggle to identify design details about a deployed application. Engagement Questions: Consider the answers to these questions: What are the major sources of application service CIs in your CMDB?Do you know the planned environments for your business applications before they are deployed?Do you import data manually? If so, what process do you use? Does your process include populating relationships? Remediation Plays Summary The table below lists and summarizes each of the remediation plays in the playbook. Details are included later. Play Name Play 1: Analysis What this play is about Identify which Application Service CIs in your CMDB do not have relationship(s) to Business Application Required tasks Run report to help identify target CIs Play 2: Fix Existing Data What this play is about Populate missing relationship Required tasks Add a relationship to a Service Application from the form view Play 3: Data Governance What this play is about Helps you establish standard operating procedures, as well as periodic data certification Required tasks Provides detailed advice, best practices and data audit instructions Play 1 - Analysis What this Play is about Identify which Application Service CIs in your CMDB do not have relationship(s) to Business Application Required tasks Install CMDB and CSDM Data Foundations Dashboard from the ServiceNow App StoreNavigate to the CSDM Data Foundations Dashboard module in the left navigation menuSelect the Crawl tabSelect the App Service Missing Business App Relationship report to view a list of application services CIs that are missing relationships to business application Play 2 - Fix Play - Populate Missing Relationship What this Play is about This play tells you how to add a relationship to an existing application service CI using the form view of an application service. Required tasks Open an application service from the App Service Missing Business App Relationship report Scroll down to Related items on the form and view the resultsIn the Related items section, select the + button, which says Add CI Relationship when you hover over it. Add a new CMDB relationshipThe CMDB relationship editor opens. Ensure Consume by (child) is the Suggested relationship type. Set Class to filter by Business Application (1) and select Run Filter (2) to view only the Business Application CI typesIn the Configuration Items list check the box of the Business Application(s) you wish to create a relationship to (1) then the + sign (2) to add the Relationship(s) to the list below (scroll down to view new relationship)Now hit Save and Exit. A confirmation pop-up will want to confirm your change to the CMDB, choose OK Data Governance What is this Play about? This play lists the best practices and processes for application service relationships Required tasks Periodically review the CSDM Data Foundation dashboard report to see if there are any application services missing relationships to business application. Congratulations You have completed this Get Well Playbook.