Clarification on Product Models, Assets, and CI in ServiceNow

[Mohamed Elsayed]

Hello everyone,

I have an issue related to product models, assets, and configuration items (CI) within our ServiceNow CSM installation. Our implementation partner initially configured the relationship between product models and companies as a one-to-one mapping. However, this approach has led to multiple records for the same product, and I do not think this is the best practice (Please correct me if I am wrong).

For instance, consider the product named Microsoft 365 E3. Despite having identical model numbers, we now have 20 separate records—one for each company or customer associated with this product. This redundancy is causing confusion and inefficiency.

So, I want to confirm if my below understanding is correct:

• Our product models should be the list of products we have and not associated with any account/company.
• Each product can be added as an asset to different accounts/companies.
• CIs can be linked to assets.

For example, the product Microsoft 365 E3:

1. Product Models:

   • The product model Microsoft 365 E3 should exist as a single item under the product models category.
   • It should not be directly associated with any specific customer or account.

2. Assets:

   • When a customer (e.g., Customer A) purchases the Microsoft 365 E3 product, we associate the product with the customer by creating an asset.
   • the same product can be associated with multiple customers via assets.

For example:

List of product models:

1- Laptop

2- License

3- Support services we provide to our customers.

Any of the above can be associated to multiple customers via assets.

Regards,

Mo

[Mark Manders · Accepted solution]

You are correct and that implementation partner clearly didn't know what they were doing. Did they explain why they did this? 

You have a model, which is generic, and multiple instances (products) of that model to relate to the different companies. This can be sold products, ci's or assets, but not the model. It's a model for a reason: every thing that is related to the product itself can be set here and the specifics can be set on the product/ci/asset itself.

[GChanner]

Hi Everyone,

We are beginning to construct a model for Hardware Assets and would like to set the proper foundation. Currently we have a model 'Computer' which I found includes laptops and desktops.

Question: Is this Ok to simply use Computer or should we create new models to break apart Computer for more granularity?

Example:

Laptop

Desktop

Thanks

Garfield