Technical Service Offerings with Parent Technical Service Reference Get Well Playbook Technical Service Offering with Reference to Technical Service 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 Play - Populate Missing Reference Data Governance Summary Goal of this Playbook To help identify and correct missing references from Technical Service Offerings to Technical Service CIs Details about this playbook Author Scott LemmDate 08/14/2020Addresses HSD # HSD0007988Applicable ServiceNow Releases All ReleasesPrerequisites CMDB and CSDM Data Foundations DashboardsTime required Approximately 1 to 2 hours Audience Configuration Manager or Configuration Management teamServiceNow Admin or Discovery AdminTechnical Service Owner Problem Overview Technical service offering is a service offering type defined as a stratification of the technical service into options including localization/geography, environment, pricing, availability, capability, support group (for incident), assignment group (for change), technical approval group (for change), and packaging options (commitments). Technical Service offerings consist of one or more service commitments that uniquely define the level of service in terms of availability, criticality, scope, pricing, and other factors. For example, an organization may offer two levels of support for an application service: a "Prod" offering of high availability and criticality for the production instances with commitments of 5 minute response guarantee 24/7: a "NonProd" offering of limited availability and criticality with commitments of 60 minute response guarantee between 8-5 on weekdays. Technical service is a service type that is published to service owners. Using technical services lets you view and manage the technology you provide to the business. A technical service may have an operational view made up of one or more technical service offerings. If the reference between the Technical Service Offering and its parent Technical Service are missing (unpopulated) then the Technical Service Offering will be an orphan, unable to provide data rollup to its parent for reporting purposes. This playbook helps you identify those Technical Service Offerings without references to a parent Technical Service. Executive Summary How this playbook can help you achieve business goals A technical service has an operational view made up of one or more technical service offerings. This allows for KPI reporting across a broad view of offerings within a particular Technical Service for their service owners. This reporting may include insights into total cost, outages, SLAs, and availability How this playbook is structured This Playbook will guide you through 3 plays. Play 1 (an analysis play) helps you identify which Technical Service Offering CIs in your CMDB do not have a reference to a Technical ServicePlay 2 (a fix play) tells you how to add a reference to a Technical Service from the Technical Service Offering form viewPlay 3 (a Data Governance play) lists the guidelines and processes for reference management between Technical Service Offerings and Technical Services. Use these guidelines to maintain effective data in your CMDB. Problem Analysis Upstream Causes Servicer Offerings did not exist in your original version of ServiceNowTransforms are loading Service Offerings but not parent reference dataYou may not be aware of the rewrite to Service Portfolio Management with added capabilities to Service Offerings starting in the New York releaseYou may not be aware that references between Service Offerings and parent Services are necessary Downstream Consequences Data Consequence Data grouping to identify service performance from a collection of technical service offerings will not occurData 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 measuring performance from a collection of technical service offerings will be unable to process dataReporting will lack data, unable to associate technical service offerings to their parent technical service structureVisibility of service performance is unknown to Technology Owners Level 2 automated assignment, group contact often stored at the Technical Service layer, is unavailable for routing App Consequence Costing is unable to identify total cost without reference to technical service offering and the infrastructure stackService Portfolio Management is unable to rationalize Services without the parent reference from technical service offering to the parent technical serviceIncidents are unable to identify level 2 provider of technical services Impact on Your Business Missing references from Technical Service Offering to parent Technical Service affect the following areas of your business A poor User Experience (internal and external) making Work harder than it needs to beErosion of CMDB trust accompanied with a general lack of adoption & enthusiasmAudit compliance - Unable to show service owners the performance metrics and costs of their servicesService Portfolio owners are unaware of performance indicators within their services. Engagement Questions: Consider the answers to these questions: What are the major sources of Service Offerings and their parent Services in your CMDB?Do you import data manually? If so, what process do you use? Does your process include populating critical reference attributes? Remediation Plays Summary The table below lists and summarizes each of the remediation plays in the playbook. Details are included later. Play Play 1: Analysis What this play is about Identify which Technical Service Offering CIs in your CMDB do not have a reference to a parent Technical Service Required tasks Run report to help identify target CIs Play 2: Fix - Populate Missing Reference What this play is about Populate missing references Required tasks Add a reference to a Technical Service Offering from the form view 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 Technical Service Offering CIs in your CMDB do not have reference to their parent Technical Service 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 Walk tabSelect the Technical Service Offering Missing a Reference to Technical Service report to view a list of Technical Service Offering CIs that are missing a reference to their parent Technical Service Play 2: Fix Play - Populate Missing Reference What this Play is about This play tells you how to add a reference to a parent Technical Service the form view of a Technical Service Offering Required tasks Open a Technical Service Offering CI from the Technical Service Offering Missing a Reference to Technical Service report Scroll down to Parent (1) on the form and select the parent Technical ServiceNow hit Update to save your changes Note: The Parent attribute is a required entry of Service Offering. Your instance may not have this requirement (pre New York) or this requirement is disabled in your form view. Ensure that this attribute is required on the form. Data Governance What is this Play about? This play lists the best practices and processes for technical service offering references to parent technical service Required tasks Periodically review the CSDM Data Foundation dashboard report to see if there are any technical service offerings missing references to parent technical services Congratulations You have completed this Get Well Playbook.