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 LemmDate 08/19/2020Addresses HSD # HSD0007929Applicable ServiceNow Releases All ReleasesPrerequisites CMDB and CSDM Data Foundations DashboardsTime required Approximately 1 to 4 hours Audience Configuration Manager or Configuration Management teamServiceNow AdminService OwnerTechnical 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 ServicesPlay 2 (a fix play) tells you how to add a relationship to a Business Service Offering from the form viewPlay 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 viewTransforms are loading Business Service Offerings but not relationshipsYou 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 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 technology to the business that sells or consumes said technologyActive 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 ServiceIncident and Change criticality is unaware of business impact from Application ServicesITOM Health is unable to support service impact without a relationship to the Business Service OfferingsService Owner Workspace is unable to track and remediate outages caused by Application Services or elements of an Application ServiceService Owner Workspace is unable to document total costService 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 beErosion of CMDB trust accompanied with a general lack of adoption and enthusiasmSecurity - Unable to identify impact to servicesAudit compliance - Unable to show complete ownership and impactIncreased 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 Name 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 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 Run tabSelect 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 Open a business application from the Business Service Offering 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 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 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)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.