Business Applications with Information Object Relationship Get Well Playbook Business Application with Information Object 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 To help identify and correct missing relationships from Business Application to Information Object CIs Details about this playbook Author Scott LemmDate 08/14/2020Addresses HSD # HSD0007983Applicable ServiceNow Releases All ReleasesTime required Approximately 1 to 4 hours Audience Configuration Manager or Configuration Management teamServiceNow Admin or Discovery AdminApplication Owner Problem Overview Information Objects are the CIs that logically describe the types of data (or the information) that is interchanged between the application and the database. The Business Application has a relationship to these Information Object CIs to identify the types of information their application possess such as PII, PCI, and etc. If the relationships between the Business Application and Information Object are missing (unpopulated) then the business will lack visibility into the types of data interchanged within and beyond their applications. This playbook helps you identify those Business Applications without relationships to Information Objects. Executive Summary How this playbook can help you achieve business goals Information Objects, with relationships to Business Applications, provide a view into the categorization of data (information) exchanged as part of an application. Data classification includes Internal, Public, Confidential, and Highly Sensitive. With the Information Object you an identify and manage where data resides that may need higher level of service commitments. 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 Information Objects.Play 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 Information Objects. Use these guidelines to maintain effective data in your CMDB Problem Analysis Upstream Causes Information Objects did not exist in your original version of ServiceNowTransforms are loading Business Applications but not relationships3rd party integrations are not providing relationships to the Information ObjectYou may not be aware that relationships between Business Application and Information Objects are necessary Downstream Consequences Data Consequence Data classification is not available within the context of a business applicationData 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 data classification visibility will be unable to process dataReporting will lack data, unable to associate data classifications to the business applications they are designed for or the application services they operate withinPresence of sensitive data is unknown to Technology OwnersPresence of sensitive data is unknown to the help deskPresence of sensitive data is unknown to SecOps App Consequence Risk is unable to identify where sensitive data may be deployedIncidents are unable to identify criticality based on data classificationChanges are unable to identify criticality based on data classificationApplication Portfolio Management can not plan or manage data classification Impact on Your Business Missing relationships from Application Service to Business Application 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 display knowledge of deployed applications with sensitive dataAudit compliance - Unable to show where sensitive data resides and how it is managedIncreased MTTR - Without relationships, support teams will struggle to identify effective service response when applications containing confidential or highly sensitive data are involved Engagement Questions: Consider the answers to these questions: What are the major sources of Business Applications and their Information Object CIs in your CMDB?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 Application CIs in your CMDB do not have relationship(s) to Information Objects 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 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 Information Objects Required tasks Use CMDB Query Builder to create a report of Business Applications missing relationships to an Information ObjectNavigate to the CMDB Query Builder module in the left navigation menuSelect Create New to (1) and popup box is displayed. Give it a name (2) such as Business App without Rel to Info Obj and then select Create Select the CMDB Class of Business Application (1) from the left navigation and drag it onto the center scratch pad. Now select Information Object and drag it onto the center scratch pad. Hover over the Business Application (2) and check the box that is now displayed. Now hover over the Information Object to check its relationship box. This links the two tables for your queryClick on the new relationship line (1) that was drawn between the Business Application and the Information Object. Make sure the relationship type has the No Relationships checked. Save and Run (3) your queryThe result should be a list (1) of Business Applications that need Information Object relationships Play 2: Fix Play - Populate Missing Relationship What this Play is about This play tells you how to add a relationship from an existing business application to an existing information object CI using the form view of a business application Required tasks Open a business application from your Business App without Rel to Info Obj queryScroll 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 Uses (parent) is the Suggested relationship type. The Class filter should auto set to Information Object (1) and select Run Filter (2) to view only the Information Object CI typesIn the Configuration Items list check the box of the Business Application(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 applications with information object relationships Required tasks Periodically run and review the output of your saved query to see if there are any application services missing relationships to business application Congratulations You have completed this Get Well Playbook.