Link services to configuration items

Service-to-CI assignments describe the technical components supporting a service. A service may have multiple CIs, and a CI may support multiple services. A service, an individual CI and a ticket-to-CI link remain separate objects or relationships.

Create an assignment

1. First create or check the required active services and configuration items. CMDB master data is managed in administration.

2. Under Administration → Services, edit the required service. Save a new service before assigning CIs.

3. In Assigned configuration items, search for a CI number or name using Add configuration item.

4. Select the correct CMDB search result and click Add configuration item.

5. Check the new row showing CI number, name, type, status and active flag.

6. Open the CI using its number. The associated services must also be shown there; the assignment is recorded in immutable CI history.

Example and removal

Assign ERP-PROD-01 to the ERP service and FILE-PROD-01 to the file-storage service. A shared technical component may additionally be assigned to both services. This records the dependency without creating a duplicate CI.

Use the remove action in the service’s corresponding row to remove an assignment. This removes the relationship, not the service or CI. Removal is also recorded in CI history.

Distinction from tickets, customers and ITSM

A service-to-CI assignment does not automatically grant a customer the service or an SLA. Customer Services remains responsible for that configuration. Nor does it replace selecting a service or linking a CI on an individual ticket.

The relationship provides a foundation for ITSM add-ons to derive affected services from CIs and include them in impact and change-conflict handling. Available ITSM actions depend on the installed add-on; creating a service-to-CI assignment alone does not create an ITSM record.