Intune Service Graph Connector - CI Naming

[sgrison]

The Intune Service Graph Connector for ServiceNow automates the import of mobile device data from Microsoft Intune into the ServiceNow CMDB, streamlining asset tracking and lifecycle management.

By default, the connector sets the Name field on the mobile device CI to a combination of the MAC address and model. According to a ServiceNow KB article, this design choice was made to ensure uniqueness across all CI records. While the deviceName field from Intune might seem more user-friendly, it’s often not unique—many devices may simply be named "iPhone" or "iPad," which can cause conflicts during import. If multiple devices share the same name, only one will be imported unless you customize the Identification and Reconciliation Engine (IRE).

Why This Matters

In most cases, the default naming convention works well. However, I encountered a scenario where a customer wanted the CI name to reflect the device name from Intune. Their reasoning? It’s more intuitive for agents and end users trying to locate their device in the CMDB.

While it’s technically possible to change the mapping to use deviceName, doing so introduces risks:

• Duplicate names can cause import failures.
• IRE customization may be required to handle non-unique identifiers.
• Downstream processes like reporting, notifications, and workflows may be impacted.

Key Takeaway

If you're considering changing the default behavior of the Intune Service Graph Connector, make sure there's a strong business case. A simple mapping change might seem harmless, but it can have ripple effects across your CMDB and operational processes.