Servicenow configuration item

Servicenow configuration item DEFAULT

Configuration Item [cmdb_ci] class

Asset tag Asset tag/service tag for the specific assetAssigned Date and time of assignment to userAttributes Description of usage of attributes for the instanceCan Print Indicates whether the instance can print Category Name of category applicable to the instanceChecked in Date and time of checking inChecked outDate and time of checking outClassSystem class nameComments Comments related to the instanceCorrelation IDID of the instance from another data sourceCostFinancial value in local currency (as defined in the Cost Currency field)Cost currency Name of currency (such as dollars, pounds, Euros)Created Date and time record was createdCreated by Name of person/data source which initially created the recordDescriptionFit (how deployed) and function (purpose) of the instance Discovery sourceName of primary (most trusted) discovery sourceDNS DomainName of the DNS domain to which the instance belongsDomain ID of the domain to which the instance belongsDomain Path Path of the domain to which the instance belongsDue Date and time instance was dueDue inDescription of the manner of which the instance was due Fault CountNumber of faulty recorded against the instance to dateFirst DiscoveredDate and time instance was initially discoveredFully Qualified Domain NameFull path name of domain to which the instance belongsGL account General Ledger account name/numberInstalled Date and time instance was most recently installedInvoice number Invoice number used in acquisition processIP AddressPrimary IP address used by the instanceJustification Description of the justification for the instanceLease contract Number of current leasing contracts MAC AddressMAC address of the instanceModel NumberManufacturer original model numberMonitorIndicates whether the instance is monitoredMost Recent DiscoveryDate and time instance was last discoveredName Name of the CI instanceOperational StatusConfigurable choice list for current operational statesOrder received Date and time instance was initially receivedOrdered Date and time instance was initially orderedPO number Purchase order number used in acquisition processPurchased Date instance was purchasedRequires verification Flag indicating whether verification is required for the instanceSerial number Serial number of the instanceSkip sync Flag indicating whether synchronization between Asset Management and CMDB can be skippedStart DateDate and time the instance was last startedStatus Configurable choice list with values for current functional statesSubcategoryName of Subcategory applicable to the instanceSys ID ServiceNow Sys ID (GUID) Tags Related tagsUpdated Date and time instance was last updatedUpdated by Person/data source which last updated the recordUpdates Configurable choice list with values for update statesWarranty expiration Date current warranty expires

Creating a Configuration Item in ServiceNow

ServiceNow Configuration Item (CI)

When constructing a CI, keep in mind that the focus of the information is to provide the support teams with the information they need to quickly resolve incidents and manage change requests.

The following are the required fields in the Configuration Item: 

  • Service Name: Select a name that is meaningful for support staff, as they need to quickly find the service in ServiceNow. This can include the vendor product name. 
  • Service Description: Should be a short and concise description of the service that is relevant and meaningful for support staff.
  • Business Unit: For UIT provided services, the Business Unit is UIT
  • Department (UIT options include):
    • IT Services
    • Client Support
    • Information Security Office
    • Enterprise Technology
    • Service Strategy
    • Research Computing
    • Chief of Staff
  • WorkGroup: The pull-down menu will display the Workgroups associated with the Department selected in the previous field.
  • Maintenance Schedule: The maintenance schedule defines the time when scheduled and approved work on the service will be completed. Many workgroups in UIT have adopted the following maintenance schedule: 
    • Thursday, 4 to 6 p.m.
    • Saturday, 5 to 8 a.m.
    • Sunday, 5 to 8 a.m.

Check with the service manager if you are unsure about the maintenance time for your service. If your service maintenance window is different than the standard, please document in this field.

Services purchased from cloud vendors typically build in redundancy and geo-diversity, and as such, do not have published maintenance windows, although some vendors send notifications of major scheduled work. Vendor notifications should be submitted as informational changes through the Change Advisory Board (CAB).

  • Service Tiers: Service Tiers define the path these define the path a ticket will take to resolve. The following is an example of Assignment Tiers for a UIT service:
    1. Tier 1 - UIT Service Desk 
    2. Tier 2 - UIT Service Desk ETS 
    3. Tier 3  - Typically the workgroup offering the service
    4. Tier 4  - Typically the team with the most knowledge and skill in supporting the service. 
  • Vendor: Provide the vendor name

Service Criticality

The following table can help you determine your service criticality level. If you'd like more information on how to assess criticality for your service, visit the Service Criticality webpage in the IT Resilience toolkit (access restricted).

1 - Critical

Mission-critical services that require continuous availability. Breaks in service are intolerable and significantly damaging and may represent significant financial and reputational impact. These services could also provide major dependencies for other services. Work is performed 24x7 to restore production availability. 


2 - MajorBusiness-critical services are those that require continuous availability for effective business operation, though short breaks in service are not catastrophic. 
3 - ModerateBusiness-operational -  These services contribute to the efficient running of business operations. These services have limited dependencies on other services, and "workarounds" may be available. 
4 - MinorThese services are on the level of office productivity tools that are required in order for the business to operate. Outages are undesirable but can be tolerated. There is no justification for additional expenses to provide a higher degree of service availability. 

It is not necessary to identify staff for approval at each level, in fact; if no one is identified, the change approval requests roll up to the Business Owner. However, best practice dictates that at least one person be identified in each of the risk categories.

  • Creating OnCall Instructions: The OnCall field provides the IT Operations Center (ITOC) with the service-specific instructions they need to address after-hours incidents. This is REQUIRED for all services with a Service Criticality Level of 1 or 2. 

OnCall instructions should include the following:

  1. Triage instructions (if applicable).
  2. Whom to contact in the event of service disruption and the best contact method, OR a link to the service’s on-call schedule with contact information. 
  3. If this is not an SCL of 1 or 2, please note  “N/A” in the “OnCall” field.
  4. Some Service Owners also add support group-specific information in the Assignment Field. To do so, click on the Info (“I”) button next to an assignment group, AND reference this in the OnCall field.

The following is an example of  instructions that ITOC expects to see in the OnCall field:

  • After confirming service down, Call the following:
    • 1st: 1-251-255-4154 x8 (leave message)
    • 2nd: Mgr of "UIT ADV Systems Infrastructure" group
  • See additional information on "UIT ADV Systems Infrastructure" group
  • AND in all cases call or text (name) and/or (phone number)
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ServiceNow Configuration Management Database (CMDB)

What is the Configuration Management Database (CMDB)?

The CMDB is the ServiceNow database that stores information about all technical services. Within the CMDB, the support information for each service offering is stored in a Configuration Item (CI) specific to that service. This information includes the service name and description, assignment groups, change management approvers and service roles as well as other information directly related to the service support. 

Why do I need to establish my service in the CMDB?

Technical services must be established in the CMDB so clients can get help and support staff can manage Incidents and  Change requests.

How do I establish and maintain my service in the ServiceNow CMDB?

  • Submit a ServiceNow request to add your service to the CMDB well in advance of the service launch.
  • Ensure the freshness of your data in the CMDB by updating as needed when staff leave or change their role.
I want to:Here’s how:When:Who is responsible?
Establish my service in the CMDBAdd a Configuration Item (CI) to the ServiceNow CMDB by submitting a Help request. For help creating a CI, review "Creating a Configuration Item."Submit the request as soon as you get permission for service developmentService or project manager
Update the service CMDB recordModify a service in the ServiceNow CMDB record by submitting a Help request.Staffing changes, data is outdated or incompleteService Manager

Learn more about the CMDB:


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Item servicenow configuration

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#13 #ServiceNow System Administration Training - What is CMDB in ServiceNow

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