What table do you use for software like WinZip or Windows 10?

[tammykuhns]

We are implementing the CSDM and trying to move from everything in the software table to to appropriate tables such as cmdb_ci_service, cmdb_ci_appl, etc.   I'm trying to determine where to put Configuration items used by Incident/Problem/Change which are actually software - examples:  WinZip, Windows10, SnagIt, etc.   

What is the best practice?

[Sanjay Arora]

Agree with you generally, but what if one had a requirement to track incidents by software model. i.e how many calls did the service desk regarding Excel vs. Outlook vs. Winzip. Thanks in advance!

[Chris Chambers1 · Accepted solution]

Hi Tammy,

The Software Model [cmdb_software_product_model] table is used for storing the... Software Models! e.g. Winzip v24, SnagIT 2018 etc. The actual installations of those is cmdb_sam_sw_install, mentioned before - the installs will need to relate to a Model.

You might also consider the Business Application [cmdb_ci_business_app] table to store the items you mention, which has software models related to them, through services and their lifecycles. Take a look at it, its a standard CMDB table now.

A common misconception used to be that such applications are store in the cmdb_ci_appl table, but the right home is cmdb_ci_business_app. You will need to decide which table suits your purpose: storing Software Models vs Software Installations vs Applications.

Hope this is helpful,

Chris

[tammykuhns]

Thank you for the recommendations.   I appreciate all input to have talking points when implementing a new way of tracking and reporting on incidents/calls.  

The problem I'm trying to solve is that our Incident Management team is used to tracking their incidents by a software configuration item.  

Examples:   20 calls on WinZip, 30 calls on Windows 10, 40 calls on SAP, etc.  

We are trying to move them away from this "old" thinking and get them to using PC for the config item and possibly a service (application, business, or technical).   However, they continue to insist that they need to know how many of the calls/inquiries are for each type of application/software.  Business Applications and Software Models/applications/installations are not operational CI's.

Again, thanks for the insights

[Ashutosh Munot1]

Hi,

We have a hierarchy meaning we have a Service Offering attached to business service and then business service to CI where we have applications and normal CIs.

So i would suggest that you implement a proper Model and then save yourself from future issues. If you start doing discovery then it will be an issue for you to adapt servicenow model.

When it comes to reporting then i will create on extra category and subcategory to highlight it as a Windows Issues or winzip issue.

Which will give you a insight of ok 10 windows issue on this 10 machines. So you get benefited 2 times. You get Ticket count and well as affected machine.

Thanks,
Ashutosh

[Alec Hanson]

Hi,

This is a very interesting as I am not 100% on software installed on a laptop not being an operational CI.

If WinZip is not working the affected 'thing' is WinZip and not my laptop - which is operating as normal.

If you are not running SAM or Discovery within Servicenow that the model would be to use the cmdb_ci_spkg, cmdb_software_product_model and cmdb_software_instance table and the Software would be deemed selectable within an Incident.

In reality I understand and would expect the laptop to be selected, but then would expect the Categorization that Ashutosh suggests to be driven from the cmdb_software_instance or cmdb_sam_sw install tables to correctly identify the impact.

Alec