Ask the Expert: Live Chat | Assets and Models and CIs, Oh My!

[ServiceNow]

Original Air Date: Thursday, July 9, 2015 | 10:00 AM (PDT) | 1:00PM (EDT)

Do you struggle with the difference between Assets and Configuration Items? And why do we need Model records? Isn't that just another thing to maintain? Get a better understanding of these items, how they are different, and how they work together in this session with Ben Sweetser.

Ben Sweetser is a ServiceNow "old timer" with experience on the full platform with focus on Asset and Configuration Management and Automation, such as Orchestration and Discovery.

[dklimas]

Ben -

What is your recommendation on tracking mobile phones and tablets?

I am considering:

• Create both an asset and CI
• Extend Communication table and create a Mobile Phone table (u_cmdb_ci_mobile_phone) - Asset class Hardware
• Extend Communication table and create a Tablet table (u_cmdb_ci_tablet) - Asset class Hardware

[Community Alums]

David,

This varies from company to company based on how they handle phones and tablets. The setup you describe is good if your organization purchases the phones and tablets.

The one thing I would question is this: Do you have specific mobile phone or tablet only details that you need to track from a configuration standpoint? Or do you need to have a different form for these items than the standard Communication Device (or even Computer [cmdb_ci_computer] for the tablet)? If not, you could probably get away with just using those devices and identify the form factor on the Models, which you could then use for reporting.

[Ryan Gladwyn-Na]

Ben - You stated the operating information (the RAM, CPU, etc.) should be located on the CI and not the asset or the model. From our understanding, the CI is showing the computers configuration in real time of discovery. Our organization frequently adds components (i.e. RAM) to a computer.

If the CI shows the live time configuration (8 GB of RAM since we've added 4 more GB) of the computer rather than original configuration of the computer (4 GB of RAM). Would it make sense to show the original form factor on the model and then carry that information over to the asset record? If not, how do you suggest we note the original form factor of a machine v.s. what discovery shows the item has installed live time.

Thanks,

[Community Alums]

Ryan,

I would put the base RAM included with the Model in the Model record. Or at least the base you purchase with the sytems if your standard includes a different amount. You can then track additions of RAM through Consumables that are consumed by the Asset when you add it. For data center items, you will likely have a change request associated with this you could use to track the change. End user devices would likely use a request to handle the process.

I do not say form factor here because to me the form factor is the device form, such as laptop, mini-tower, tablet, etc. and does not have bearing on the default configuration.

[Community Alums]

As promised in the session, here are some additional resources related to this topic that you might find useful:

• Role Model, or Why Model Management is Important-The first in a series of blog posts on Model Management. Check out the entire series for more information on some of the points covered in this session.
• Is there any guidance on how to setup wireless device and circuit management in ServiceNow? - Some discussion on how to handle items, whether as assets, CIs, or both.
• Model Categories - ServiceNow Wiki - Wiki discussion of Model Categories.
• ServiceNow | Training | Asset Management, IT Asset Managers - Official Asset Management training in ServiceNow.
• The Who, What, When, Where, and Why for Asset Management Training - Some guidance to determine if the Asset Management training is the right fit for you.