Business Service Offerings with Application Service Relationship


Get Well Playbook

Business Service Offering 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: Analysis

Play 2: Fix Play - Populate Missing Relationship

Data Governance



Summary

Goal of this Playbook

Goal of the Playbook

Details about this playbook

Author
Scott Lemm
Date
08/19/2020
Addresses HSD #
HSD0007929
Applicable ServiceNow Releases
New York, Orlando, Paris, Quebec
Prerequisites
CMDB and CSDM Data Foundations Dashboards
Time required
Approximately 1 to 4 hours

Audience

  • Configuration Manager or Configuration Management team

  • ServiceNow Admin

  • Service Owner

  • Technical Service Owner

Problem Overview

Business Service Offerings have relationships to the unique deployments/instances of Business Applications identified as Application Services. These Application Services often impact the business. The business is represented as Business Service Offerings with relationship(s) to Application Service(s) in the CMDB. Together these CIs provide a complimentary summary of the technology provided for the business to consume.

If the relationships between Business Service Offering and Application Services are missing (unpopulated) then a Business Service will lack the ability to show impact from Application Services on the business.

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

Executive Summary

How this playbook can help you achieve business goals

Business Service Offering, with relationships to Application Services, provide a view into the potential and active impact technology has on the business. Business Services that depend on technology need to know when those services may be impacted in addition to providing rapid MTTR for any incidents that arise. The Application Service to Business Service Offering relationship is critical to maintaining business services.



How this playbook is structured

This Playbook will guide you through 3 plays.

  • Play 1 (an analysis play) helps you identify which Business Service Offerings 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 Service Offering from the form view

  • Play 3 (a Data Governance play) lists the guidelines and processes for relationship management between Business Service Offerings 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 Service form view

  • Transforms are loading Business Service Offerings but not relationships

  • You may not be aware that relationships between Business Service Offerings 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 technology to the business that sells or consumes said technology

  • Active impact of Application Services to the business is unknown to the help desk

App Consequence

  • Incident Management MTTR increases due to a lack of rapid identification into the cause of business impact from an Application Service

  • Incident and Change criticality is unaware of business impact from Application Services

  • ITOM Health is unable to support service impact without a relationship to the Business Service Offerings

  • Service Owner Workspace is unable to track and remediate outages caused by Application Services or elements of an Application Service

  • Service Owner Workspace is unable to document total cost

  • Service Owner Workspace is unable to show accurate service status


Impact on Your Business

Missing relationships from Business Application to Application Service 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 identify impact to services

  • Audit compliance - Unable to show complete ownership and impact

  • Increased 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 what applications your Business Service Offerings depend on?

  • 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



Play 1: Analysis

What this play is about

Identify which Business Service Offering 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 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 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 Run tab

  4. Select the Business Service Offering Missing App Service Relationship report to view a list of business application CIs that are missing relationships to application services. If you see a count of zero then this playbook is not applicable to you.



Play 2: Fix Play - Populate Missing Relationships

What this Play is about

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

Required tasks

  1. Open a business application from the Business Service Offering 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 Depends on 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 service offering relationships

Required tasks

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



Congratulations

You have completed this Get Well Playbook.