Tracking phone services offered to our employees - software or hardware asset?

[ahbrook]

Hey everyone! 

I'm currently trying to figure out how best to handle phone services on my campus. Our university is very much like a small city, only we have a dedicated telecom/ISP. 

In our case, we offer phone lines to the campus, in the form of office numbers, elevator numbers, convenience phones, softphone-only numbers, fax lines, and a variety of other flavors.

On each of those, we have different options:

• Will the phone number display as masked or unlisted?
• Does a given device have a primary and a secondary phone line that goes to it?
• What kind of phone is deployed at the other end?
• Is there specific programming to the directory number? 
• Is there voicemail?

Underpinning all of these services are things like the actual voice/network lines and such.  

The more I investigate the offerings (both in TNI and in ITSM/ITAM), the more I'm thinking those features should all be product models of some kind, and therefore assets. Then they can be bundled up where people can request the whole package. 

My main question, though, is - do you classify these things as a hardware or software asset? Like, the physical Cisco phone I could see as an asset (and a CI of "Communication device"). If they have Cisco Jabber installed on their computer, that could be a software asset (and definitely a software CI). But how would I classify the phone number and all of its features, which may or may not link to physical components? What about if they want a phone number to have a call menu associated with it?

If anyone has real-world examples of how they've approached this or tracked this kind of information (even if they use an external system that then feeds into ServiceNow), I'm all ears. We have a ton of historical data, I just need to slice and dice it into the right ways in our new product.