Replacing ITGlue flexible assets

[Mike Hashemi]

As an MSP, our operations teams use ITGlue today, to document our customers' IT infrastructure (among other things). We have a set of "flexible assets", which represent a templatized list of fields representing related objects. We define the fields required for each flexible asset. For example, to describe a customer's virtualization environment(s), we use the "Virtualization" flexible asset. Fields in this flexible asset include:

• - Name
  • A string
• Location
  • A link to a "location" object
• Virtualization technology
  • A choice box listing various technologies (e.g. VMware, Hyper-V)
• Management server
  • A link to the configuration item record for the management server
• Management URL
  • A string
• Login secret
  • A string (the URL to the credential in our password vault)
• Virtualiztion hosts
  • One or more links to the CI records for the VM hosts
• Storage systems
  • One or more links to the CI records for the storage devices
• In Monitoring
  • A checkbox indicating if the environment is monitored by us
• Date of last update
  • A calendar chooser, to select a date
• Technician assigned to update
  • A choice list of some of our employees

In ITGlue, our operations teams can navigate to a customer's page and see all of the flexible assets assigned to them. By selecting the desired flexible asset type (e.g Virtualizaiton), they can see a list of all instances of that asset, associated with that customer.

I am looking to replace this functionality in ServiceNow, but have not yet identified the way. I looked at technical service offering, but it doesn't seem to match. Maybe I am missing something there or is there a better way? Should this question be asked elsewhere?

[Ravi51]

Hi Mike Hashemi

By any chance did you migrate from IT Glue to SN? What was your architecture looks like? We are also planning to migrate from It Glue, any inputs / suggestions .

Thank you