Best practice to classify device types

[zynsn]

Hi CMDB experts,

What are your recommendations of class and cmdb table to put MiFis under? Our mobile phone devices are currently in the 'cmdb_ci_handheld_computing' table extending 'cmdb_ci_computer'. And mobile phone devices are under 'Handheld Computing Device' class.

If we put the MiFis under the Handheld computing device class, it isn't easy to differentiate the device types of MiFis and Mobile phones. We don't have HAM. I did see some folks in the community are differentiating the different device types by having a custom device field on the hardware product model table. Is that still the recommended approach?

We are trying to keep it to best practices within ServiceNow.

Any guidance is appreciated. Thanks.

[Vikram Reddy]

Hi @zynsn ,

I have handled a similar classification discussion in customer CMDB implementations, and the approach I normally recommend is to classify the CI based on what the device functionally is, not only based on who owns it or how it is issued.

For mobile phones and tablets, using Handheld Computing Device [cmdb_ci_handheld_computing] is the right fit. ServiceNow also uses that class for managed handheld devices coming from endpoint/UEM sources.

For MiFi devices, I would not automatically put them in the same class as mobile phones unless your organization is only treating them as simple end-user assigned devices. A MiFi/mobile hotspot is primarily a network connectivity device, so the better CMDB design is usually one of these patterns:

1. If the MiFi is managed as an end-user issued device only
Keep it under Handheld Computing Device [cmdb_ci_handheld_computing], especially if the data is coming from an endpoint/mobile management source and your support process is the same as phones/tablets.

In that case, add a model-level classification such as Device Type = MiFi / Mobile Hotspot on the Hardware Product Model. This avoids creating a custom CI class just for reporting and keeps the CI model simple.

2. If the MiFi is managed as network equipment
Put it under the closest network-related CI class available in your instance/class model, for example Network Gear / Network Node / Wireless or gateway-type class depending on what is available in your CMDB CI Class Model version.

This is the better option if the device is monitored, has network ownership, participates in network service relationships, has SIM/carrier/IP relationships, or is supported by the network team rather than desktop/end-user support.

3. If you only need to differentiate MiFi vs mobile phone for reporting
Do not create a custom CI class just for that. Use a field on the Hardware Product Model or a controlled classification field on the CI/model. In similar environments, model-level classification works well because all CIs of the same model inherit the same functional type logically.

Example:
- Apple iPhone 15 model -> Device Type = Mobile Phone
- Samsung Galaxy Tab model -> Device Type = Tablet
- Verizon Jetpack / Netgear Nighthawk M6 model -> Device Type = MiFi / Mobile Hotspot

That gives you clean reporting without fragmenting the CMDB class structure.

4. When to create a custom class
I would only create a custom class if MiFi devices have materially different attributes, identification rules, relationships, ownership, reconciliation rules, or lifecycle processes that cannot be represented cleanly using an existing OOB class plus a model/device type field.

Since you mentioned you do not have HAM, I would keep the design lightweight:
- Use OOB CMDB classes as much as possible.
- Use Hardware Product Model to classify the device subtype.
- Keep phone/tablet/MiFi differentiation in a controlled field rather than creating many small CI classes.
- Revisit model categories and asset lifecycle later if HAM is introduced.

So my recommendation would be:

If MiFis are issued to users and supported like end-user mobility devices, keep them in Handheld Computing Device and differentiate using a Device Type field on the Hardware Product Model.

If MiFis are managed as connectivity/network devices, use the closest OOB network class available in your class model and avoid mixing them with mobile phones.

Thank you,

Vikram Karety,

ServiceNow Architect,

Octigo Solutions INC

Checkout these references:
- CMDB CI Class Models: https://www.servicenow.com/docs/r/servicenow-platform/cmdb-ci-class-models/cmdb-ci-class-models.html
- Handheld Computing Device class usage: https://www.servicenow.com/docs/r/servicenow-platform/service-graph-connectors/cmdb-workspaceone-cla...
- CMDB CI Class Model class list: https://www.servicenow.com/docs/r/servicenow-platform/configuration-management-database-cmdb/cmdb-ci...
- Model categories and CI/asset class mapping: https://www.servicenow.com/docs/r/it-asset-management/product-catalog/c_ModelCategories.html