Duplicate hardware model getting created by ServiceNow Discovery and SCCM

[ANKIT BHARDWAJ]

Hi ,

In My instance both ServiceNow discovery and SCCM are enabled and causing duplicate models.
When we are trying to Normalize - it says Partially Normalized as Model field is missing in the Model.

Could you please help me with the solution on how to remediate existing duplicate models and how to prevent the new duplicates


Also, the best practices to manage the Hardware Model 

[Omender Singh]

Hi @ANKIT BHARDWAJ 

This issue happens often when both Discovery and SCCM are importing CI data — they create duplicate hardware models due to inconsistent naming or missing values.

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✅ How to Fix Existing Duplicate Models

1. Use Normalization Candidates:
   Go to → Product Catalog > Hardware Models > Normalization Candidates

   • Identify similar models (e.g., same device but name/manufacturer slightly different).

   • Pick the correct one, and update the CIs to use that model.

   • Set the unused ones to retired or inactive.

2. Manually Normalize Missing Models:
   If normalization shows "Partially Normalized," it means the model field is empty or invalid.

   • Update the Hardware Asset Model with correct manufacturer, model name, and map to cmdb_hardware_product_model.

3. Model Mapping (Optional):
   You can also define Model Mapping Rules under CI Class Manager to help link incoming names to the right model.

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✅ How to Prevent Future Duplicates

1. Enable Model Normalization:

   • Set system property:
     glide.cmdb.normalize_models = true

2. Define Reconciliation Rules:
   Go to → Data Reconciliation > Reconciliation Rules

   • Prioritize Discovery over SCCM for fields like Model or Serial Number.

3. Use IRE (Identification and Reconciliation Engine):

   • Ensure proper identification rules exist for hardware classes.

   • Include Model in the identification rule if possible, and map SCCM/Discovery inputs properly.

4. Restrict Auto-Creation of Models:

   • You can disable or restrict model auto-creation from SCCM, or route it through a staging table + approval flow.

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✅ Best Practices for Hardware Models

• Use cmdb_hardware_product_model as the approved catalog.

• Normalize Manufacturer names using the standard dictionary (cmdb_mfr).

• Regularly monitor Normalization Candidates for cleanup.

• Keep one source of truth — either Discovery or SCCM — as the lead for model data.

• Use Model Category to group devices (like desktops, laptops, etc.) consistently.

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If this helped, please consider marking my response as ✅Helpful or Correct — it really helps others in the community.

Thanks!

[ANKIT BHARDWAJ]

Hi @Omender Singh 

I tried the first solution but not getting option for Normalization candidate under Hardware models

I am using second option currently to remediate the duplicates and will keep you posted on the preventing one as welll