How to Add Affected Configuration Items in ServiceNow

Adding affected CI in ServiceNow is key for incident management and minimizing impact. It lets teams communicate and collaborate better to resolve issues. Here’s how to add affected CI in ServiceNow:

  1. Go to Incident Management in ServiceNow.
  2. Click ‘Edit’ on the incident record.
  3. Find the ‘Affected Configuration Items’ section.
  4. Add CI(s) with criteria like name, type, and location.
  5. Save changes before exiting edit mode.

Connecting CIs to incidents in ServiceNow gives insight into recurring issues. This helps find root causes and prevent future disruptions. Companies that use effective incident management practices see 40% fewer service outages.

Understanding the concept of affected CI in ServiceNow

Affected CI in ServiceNow is about understanding relations between CIs and services. Being aware of this is crucial for managing incidents, problems, and changes well. Adding affected CIs helps with making decisions, prioritizing tasks, and resolving issues. It also keeps track of the IT infrastructure and its dependencies.

When a service disruption occurs, ServiceNow uses CIs to find out what may be impacted. Adding affected CIs to incident records gives a full view of the issue and helps with talking to stakeholders.

ServiceNow makes it easy to add affected CIs by using filters like CI type, name, or category.

An example of the importance of adding affected CIs is a major e-commerce website going down due to a server failure. If they had linked the server as an affected CI on ServiceNow, they could have assessed the scope of the issue quickly, prioritized restoration efforts, and given customers an expected resolution time.

Steps to add affected CI in ServiceNow


  1. Log into your ServiceNow account.
  2. Go to the Incident Management module.
  3. Push the ‘Create New Incident’ button.
  4. Fill in essential information like incident category, priority, and description.
  5. In the ‘CI Affected’ field, start typing the name or number of the CI that is affected.
  6. Pick the correct CI from the auto-suggested options.

Tip: Confirm the accuracy of the CI before submitting the incident.

Troubleshooting common issues

Troubleshooting issues is an essential part of tech support. To do this successfully, it is important to proceed systematically and diligently. Here are the key steps:

  1. Identify the root cause by analyzing logs, reviewing error messages, or conducting tests.
  2. Gather data such as system configurations, user reports, or error codes.
  3. Look for patterns among reported issues.
  4. Test different solutions to determine their effectiveness.
  5. Document your process and any changes made.
  6. Seek expert help if needed.

Furthermore, stay up-to-date with trends and technologies to tackle complex problems. Enhancing skills and knowledge will help to resolve even the most demanding challenges.

Best practices for managing affected CIs in ServiceNow

For smooth operations, it’s crucial to implement best practices for managing affected CIs in ServiceNow. Follow these four steps:

  1. Accurately identify and document the affected CIs.
  2. Examine the effect of each impacted CI on your service.
  3. Rank the resolution according to the importance and urgency of each CI.
  4. Inform stakeholders about the progress in resolving affected CIs.

To further refine your approach, here are some tips:

  1. Set up a standard procedure to gather data on affected CIs. This will guarantee uniformity and accuracy for each incident.
  2. Utilize discovery tools to automate identification and documentation of affected CIs. This will save time and reduce human mistakes.
  3. Employ AI-driven analytics to measure the effect of each impacted CI. This will assist you to make wise choices and deploy resources effectively.

And finally, stay in touch with stakeholders by supplying regular updates on the status of affected CIs. This openness builds trust and illustrates your dedication to solving problems quickly.

By following these best practices and suggestions, you can competently handle affected CIs in ServiceNow, leading to improved service delivery and customer satisfaction.


In short, adding CIs into ServiceNow is key for good incident management. Linking CIs to incidents lets organizations streamline troubleshooting and enhance service provision.

Firstly, it’s necessary to correctly identify and label CIs in the ServiceNow platform. This needs a thorough CMDB and regular CI records updating, with info like dependencies, relationships, and attributes.

After configuring the CIs in ServiceNow, the next step is to set up processes and rules for linking them to incidents. This can be done by designing incident templates or workflows that prompt users to pick applicable CIs when reporting an issue.

Support staff and technicians should also be encouraged to find and connect any new or affected CIs during incident resolution. This can be done by using automated discovery tools or by manually examining CI relationships to detect potential effects.

Organizations should also routinely review and modify the CI-incident associations based on fresh insights or infrastructure changes. This helps to ensure precise impacts can be assessed during future incidents, enabling rapid root cause analysis and reducing downtime.

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