Business Application with Application Service Relationship


Get Well Playbook

Business Application with Application Service 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: Review your data

Play 2: Fix your Data

Data Governance



Summary

Goal of this Playbook

To help identify and correct missing relationships from Business Application to Application Service tables

Details about this playbook

Author

Scott Lemm

Date
08/14/2020
Addresses HSD #
HSD0007935
Applicable ServiceNow Releases
London, Madrid, New York, Orlando, Paris
Prerequisites
CMDB and CSDM Data Foundations Dashboards
Time required
Approximately 1 to 4 hours

Audience

  • Configuration Manager or Configuration Management team

  • ServiceNow Admin

  • Application Owner

  • Technical Service Owner

Problem Overview

Business Applications have relationships to the unique deployments/instances identified as Application Services. These relationships from the Business Application enable functionality within Application Portfolio Management including risk mitigation, application rationalization, and planning. If the relationships between Business Application and Application Services are missing (unpopulated) then a Business Application becomes orphaned and unable to provide insight into operational deployments or take full advantage of Application Portfolio Management.

This playbook helps you identify those Business Applications without relationships to Application Service instances.

Executive Summary

How this playbook can help you achieve business goals

Business Applications, with relationships to Application Services, help decide investment by measuring cost, risk, and quality while evaluating their significance and usage.  

How this playbook is structured

This Playbook will guide you through 3 plays.

  • Play 1 (an analysis play) helps you identify which Business Application CIs in your CMDB do not have relationship(s) to Application Services

  • Play 2 (a fix play) tells you how to add a relationship to a Business Application from the form view

  • Play 3 (a Data Governance play) lists the guidelines and processes for relationship management between Business Application and Application Services. Use these guidelines to maintain effective data in your CMDB.


Problem Analysis

Upstream Causes

  • CI relationships are not enabled on the Business Application form view

  • Transforms are loading Business Applications but not relationships

  • You may not be aware that relationships between Business Application and Application Services are necessary

Downstream Consequences

Data Consequence

  • Unable to share data between related CIs

  • Data silos will occur that can lead to unwelcome customizations

Operation Consequence

  • Erodes trust in the accuracy of the CMDB. Results in a poor user-experience

  • Processes that rely on CI relationship hierarchy will be unable to process data

  • Reporting will lack data, unable to associate Design Domain and Manage Technical Services Domain elements

App Consequence

  • Technology Portfolio Management (TPM) can not display risk to deployed Application Services

  • Incident Management MTTR increases due to a lack of detail in the CMDB dependency view

  • Incident Management may select the wrong CI without a relationship to Application Services

  • IT Business Management is unable to rationalize total cost of Business Applications

Impact on Your Business

Missing relationships from Business Application to Application Service affect the following areas of your business

  • A poor User Experience (internal & external) making Work harder than it needs to be

  • Erosion of CMDB trust accompanied with a general lack of adoption & enthusiasm

  • Application Portfolio Management - Unable to link business application records to deployed instances for portfolio management

  • Audit compliance - Unable to show complete process for Plan -> Deploy -> Manage

  • Increased MTTR - Without relationships support teams will struggle to identify correct CIs and Technical Owners

Engagement Questions:

Consider the answers to these questions:

  • What are the major sources of business application 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: Review your Data


What this play is about

Identify which Business Application CIs in your CMDB do not have relationship(s) to Application Services

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 Business 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 - Review your Data

What this Play is about

Identify which Business Application CIs in your CMDB do not have relationship(s) to Application Services

Required tasks

  1. Install CMDB and CSDM Data Foundations Dashboard from the ServiceNow App Store

  2. Navigate to the CSDM Data Foundations Dashboard module in the left navigation menu

  3. Select the Crawl tab

  4. Select the Business App Missing App Service Relationship report to view a list of business application CIs that are missing relationships to application services


Play 2: Fix Play

This play tells you how to add a relationship to an existing business application CI using the form view of a business application.

Required tasks

  1. Open a business application from the Business App Missing App Service Relationship report

  2. Scroll down to Related items on the form and view the results



  3. In the Related items section, select the + button, which says Add CI Relationship when you hover over it. Add a new CMDB relationship



  4. The CMDB relationship editor opens. Ensure Consumes is the Suggested relationship type. Set Class to filter by Application Service (1) and select Run Filter (2) to view only the Application Service CI types



  5. In the Configuration Items list check the box of the Application Service(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)



  6. 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 business application relationships

Required tasks

Periodically review the CSDM Data Foundation dashboard report to see if there are any business applications missing relationships to application services.


Congratulations

You have completed this Get Well Playbook.