Service Catalog & CMDB Integration

[#1]

Hello

I am looking to find out how the Service Catalog and CMDB relate to each other. Firsty, what comes out-of-the-box and secondly, what bespoke integrations are people doing?

The main thing we'd be looking to do is update the CMDB with a new CI (or update an existing CI) when it is ordered through the Service Catalogue.

Thank you

[rob_phillips]

There is a business rule on the Request Item table (sc_req_item) which creates a CI once the Service Catalog Request fulfillment process is complete. It's called: Create Inventory Item. This example focuses on populating computers into the CMDB, but could be altered for any type of CI.

[Jeff Mayrand1]

Wouldn't it make more sense to create the Service Offering (Catalog Item) as a CI class? Along the same lines create CI's for Subscriptions (Orderable:Service Offerings) this way applications like demand management can be implemented. It seems really disjointed that the system doesn't do this naturally. It also creates issues with referential integrity since a SLA and SLO CI does exist but these items are not dynamically added to the Service Catalog descriptions for offerings. You end up with service offerings that could potentially be out of sync from the SLA calculations since on the form this is user entered data (at least thats the way it seems to me but I have very short time with the product.)

I am considering an addition to our CMDB classes to support this type of functionality but I have found that Service Now has a default "Service" CI class which represents (Service Ports) of all things. Also "Business service" which seems like an after thought that someone needed.

I'll check out the business rule a little bit more and see how that ties the relationship together. Like I said I'm still learning the product but I worry about altering default classes as I do not know all the hooks between the applications and them.

- Jeff Mayrand (jmayrand)

[#4]

Hi - I am looking at updating a subscription property on completion of a catalog task - is there a script for this too?

Thx