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 LemmDate 08/14/2020Addresses HSD # HSD0007935Applicable 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 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 ServicesPlay 2 (a fix play) tells you how to add a relationship to a Business Application from the form viewPlay 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 viewTransforms are loading Business Applications but not relationshipsYou may not be aware that relationships between Business Application and Application Services are necessary Downstream Consequences Data Consequence Unable to share data between related CIsData silos will occur that can lead to unwelcome customizations 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 elements App Consequence Technology Portfolio Management (TPM) can not display risk to deployed Application ServicesIncident Management MTTR increases due to a lack of detail in the CMDB dependency viewIncident Management may select the wrong CI without a relationship to Application ServicesIT 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 beErosion of CMDB trust accompanied with a general lack of adoption & enthusiasmApplication Portfolio Management - Unable to link business application records to deployed instances for portfolio managementAudit compliance - Unable to show complete process for Plan -> Deploy -> ManageIncreased 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 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 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 Open a business application from the Business App Missing App Service Relationship reportScroll 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 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 typesIn 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)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.