CMDB CI for item that is a consumable

[Russell Abbott]

I have a requirement to track some consumable items in ServiceNow INC and REQ. The requirement asks that we be able to select them on the 'Configuration Item' field on each of the INC and REQ forms. 

Problem is, they're consumables. Leadership however want to be able to report on trends/historical data, of INC of these devices.

My first idea would be to create a generic ci on the cmdb_ci_ip_phone table. I know that generic CI's are frowned upon but I feel like this is a unique case. j

What are your thoughts? Have you encountered a similar issue and if so, how did you get around it?

Thanks!

[Shubham_Jain]

@Russell Abbott 

While using a generic Configuration Item (CI) is a common quick fix, it is not a best practice and can lead to CMDB data integrity issues. It is better to use a supported, standard method to track consumables and still meet your reporting requirements. 

Here are the some of the thoughts from my end: 

1. Enable the Consumable asset class: 

Instead of using a generic CI, leverage the standard asset functionality for consumables.

• Activate the IT Asset Management (ITAM) plugin if it is not already enabled.
• Navigate to Asset > Consumables > Models and create a Consumable Model for the item, such as "IP Phone Handset." This is the core record used to track the item's details.
• Track the item's inventory. When you purchase new phones, create a new Consumable Asset record for each batch. This will track your inventory counts and allow you to link procurements to usage. 

2. Add a Consumable field to the Incident and Request forms

Instead of misusing the CI field, create a dedicated field to track the consumable item on the Incident and Request forms.

• Create a new field as per your wish.
• Add the field to the forms: Place the new Consumable field on the Incident and Request forms.
• Hide or make the CI field read-only: To prevent agents from accidentally or incorrectly using the Configuration Item field, you can use a UI Policy to hide it or make it read-only when the Consumable field is populated. 

Last option but this is optional if there is mandatory need to use CMDB only: 

Create a "Consumable" CI for reporting and relationship visibility (optional)

If the CMDB relationship is an absolute requirement, you can create a single, non-operational CI to represent the entire "IP Phone Handsets" category.

• Create a new CI record:
  • Create a single CI record on the IP Phone table (cmdb_ci_ip_phone) with a name like "Consumable IP Phone Handsets."
  • Ensure this CI is configured so it is not accidentally put under normal IT service management control or populated by discovery tools.
• Link the items:
  • On INC/REQ: Have the agent populate both the new Consumable field and the Configuration Item field (with the "Consumable IP Phone Handsets" CI).