Understanding CMDB, CI, and Asset Management in ServiceNow

Imagine the time you were a student and your school have 200 laptops...

• 200 computers

• 20 printers

• Smart boards

• Wi-Fi routers

One of the computer in classroom 6 not working and a student report to the management.

"Computer in classroom 6 not working"

The IT helper creates a ticket and fixes it but the question is how does the IT helper know...

• Which computer it is?

• Who uses it?

• What software is installed?

• What other systems depend on it?

Help desk person knows it because the school keeps a master file that have all the details about their IT equipments. That master file is called CMDB or configuration management database.

Configuration Items (CIs) and Their Significance

Configuration Items (CIs) refer to any components that need to be managed in order to deliver an IT service. This includes hardware, software, documentation and more.

In our school example, a CI could be:

• A computer

• A printer

• A Wi-Fi router

• A server

• Even a software application

If it is part of the school’s technology and affects how things work, it can be a CI but an asset on the other hand is something the school owns that has value.

For example:

• A laptop the school purchased

• A printer bought last year

• A projector in a classroom

Assets focus on:

• Cost

• Purchase date

• Warranty

• Ownership