ITAM License Overages Due to Mobile Devices Categorized as End User Computers

[Singhpushpendra]

Hi Community,

We're currently experiencing an overage in our ITAM licenses in our ServiceNow instance, and upon investigation, it appears that a significant number of mobile devices (specifically iPhones and iPads) are being discovered and categorized under the Resource Category: End User Computers.

This categorization seems to be contributing to the license overage, as these devices are being counted as licensed assets.

My questions are:

1. What could be the reason ServiceNow is categorizing mobile devices like iPhones and iPads as "End User Computers"?
2. Is this behavior expected based on default Discovery or CMDB classification rules?
3. What steps can we take to correctly classify these devices to avoid unnecessary license consumption?
4. Are there best practices or configuration changes we should consider to prevent this issue in future discoveries?

Any guidance or shared experiences would be greatly appreciated!

Thanks in advance.

[abby_singh786]

Step 1: Identify Affected Cis

• Go to CMDB → CI Class Manager or cmdb_ci_computer table.
• Use a filter like:

[Model Name] contains 'iPhone' OR 'iPad'
AND [Resource Category] = End User Computer

• Export the list for further validation. 

Step 2: Confirm Discovery Source

• Check the Discovery Source field on the CIs.
• Identify if these are coming from:
• ServiceNow Discovery
• Intune
• JAMF
• SCCM
• This will guide how you handle reclassification.

Step 3: Review and Update CI Classification Rules

• Navigate to: Discovery Definition > CI Classifiers
• Find the classifier responsible for mobile devices.
• Update the classifier logic:
• Add conditions based on OS, model name, or manufacturer.
• Ensure devices like iPhones/iPads classify to cmdb_ci_mobile_device, not cmdb_ci_computer.

Step 4: Create a Fix Script or Scheduled Job

• Build a scheduled fix script or background script to:
• Reclassify wrongly categorised CIs.

• Test first in a sub-prod environment.
  • Example script logic:

var gr = new GlideRecord('cmdb_ci_computer');
gr.addEncodedQuery("model.nameLIKEiPhone^ORmodel.nameLIKEiPad^resource_category=End User Computer");
gr.query();
while(gr.next()) {
 gr.sys_class_name = 'cmdb_ci_mobile_device';
 gr.resource_category = 'Mobile Device';
 gr.update();
}

Step 5: Modify Resource Category

• Ensure once devices are correctly reclassified, their Resource Category reflects “Mobile Device” or another non-licensable value.
• Create a Business Rule that updates the Resource Category on insert/update if the model name matches iPhone/iPad.

Step 6: Validate with License Workbench

• Navigate to Software Asset > License Workbench.
• Run a reconciliation job.
• Check whether the devices are still being counted against the ITAM license.


Step 7: Implement Long-Term Safeguards

• Create logic in Transform Maps (if using integrations like Intune) to assign the correct class on import.
• Periodically review CMDB Health → Class Mismatch reports.
• Consider excluding such devices in SAM Exclusion Rules (if using SAM Pro).