How can we automate the deletion of duplicate CIs in ServiceNow?

[Mark Wood]

Hello Team,

Recently, during an interview, I was asked about automating duplicate CI remediation. I answered that it can be done using a De-duplication (De-dup) Task, but the interviewer cross-questioned me, saying that in a De-dup Task, we still need to manually select the main CI, choose relationships, and merge them. They asked if this entire process can be automated — and if yes, how?

Can any CMDB expert please guide me on how to achieve this automation? Is there any out-of-the-box (OOTB) functionality available in ServiceNow for this, or do we need to develop this functionality ourselves?

Thank you.

[jonsan09]

To automate de-duplication tasks, you'll need to setup some 'de-duplication templates' via the CMDB Workspace (De-duplication Dashboard). The template defines the rules to automate re-conciliating  duplicate CIs, you can find detailed info here: https://www.servicenow.com/docs/csh?topicname=workspc-dedup-create-template.html&version=latest 

[SK Chand Basha]

Hi @Mark Wood 

You can achive with De-duplication Templates

Please refer the Lab document below

[Shubham_Jain]

@Mark Wood 

1. De-duplication Templates & Libraries

• You can create de-duplication templates that define:
  • How to select the main CI
  • Which attributes to consolidate
  • What to do with the duplicate CIs (e.g., retire, delete, archive)
• These templates can be applied in bulk to multiple de-duplication tasks.
• Once published, they can be run automatically to remediate duplicates without manual intervention. 

2. De-duplication Dashboard

• Located in CMDB Workspace, this dashboard provides:
  • Insights into duplicate CIs
  • Access to templates and task libraries
  • Bulk remediation capabilities using preconfigured templates

3. Now Assist for CI Deduplication

• Uses Agentic AI to:
  • Identify duplicate CIs
  • Suggest merges
  • Automate the remediation process
• Reduces manual effort and improves accuracy.

[Harish Bainsla]

Hi @Mark Wood 

Use  De-duplication Templates

https://www.linkedin.com/posts/harish-baisla-8895aa22a_de-duplication-template-activity-735402260448...

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