Software Packages

Frank Eck3 · ‎03-09-2026

Hi there,

we want to setup the Software Packaging process in ServiceNow and I'm thinking what is the best place to store the information. We have SAM Pro in use and know that what is installed will be collected via the respective source.

What we want to cover is the Packaging itself, so someone requests it (Service Request) and the Information shall be linked to the Software Model. So I can see which packages are available, what is up to date and so on.

Seems there is no real place for the package informations, or am I looking at the wrong place?

Best regards,

Frank

fknell · ‎03-09-2026

Hi @Frank Eck3,

It’s a good question and you're right, there is no class in CMDB.

The idea is to have your software models set up, that you can order them via requests. They are mapped in Client Software Distribution (CSD) to groups, which will trigger the installation / removal on the client. Meaning if you have multiple versions of a package e.g., for different languages you have to create additional models and make them available.

Nevertheless I also have seen implementation with CMDB class extensions, especially in MSP scenarios, where you want to push packages to multiple clients or the requestor is coming from the EUC department and is aware of all technical details, the version above is hiding.

Hope this helps!

View solution in original post

fknell · 3 weeks ago

Hi @ritajit,

Here’s the corresponding documentation page: Define an SCCM configuration

Hope this helps!