Asset and CI management
Summarize
Summary of Asset and CI management
Asset and Configuration Item (CI) management in ServiceNow Australia release involves creating and managing assets, setting their states, synchronizing assets with CIs, managing consumables, and retiring assets. Assets focus on financial tracking, while CIs are tracked in the Configuration Management Database (CMDB) for operational visibility. Synchronization between asset and CI records ensures consistent and accurate status reporting.
Show less
Asset-CI Relationship and Synchronization
Assets and their corresponding CIs are synchronized through business rules that update fields bi-directionally, focusing primarily on the asset State and CI Status fields. These fields are mapped logically rather than one-to-one; for example, an asset state of "In Stock - Pending disposal" maps to a CI status of "In Disposition." Synchronization supports hardware and non-hardware CI statuses separately and can be driven from either asset or CI updates.
Key synchronized fields include asset tag, assigned to, company, cost (one-way from asset to CI), location, model, serial number, warranty expiration, and others critical for asset and CI alignment.
Asset, CI, and Install Base Item (IBI) Synchronization
Install Base Items (IBIs) represent items sold or serviced and are linked with assets and CIs through the Model category table. Synchronization of lifecycle fields between assets, CIs, and IBIs depends on the activation of the Common Service Data Model (CSDM) plugin and a system property controlling whether lifecycle synchronization uses legacy state fields or CSDM lifecycle stages and statuses.
Updates to lifecycle fields on any of the three components (asset, CI, or IBI) propagate to the others, maintaining consistent lifecycle status across your ServiceNow environment.
Configuration and System Properties
- glide.createalmasset.async: Controls whether assets are created immediately upon CI creation or delayed via a scheduled job. Delayed creation enhances performance during bulk CI imports.
- glide.asset.createciwithire: Enables creation of CIs from assets using the Identification and Reconciliation Engine (IRE) for hardware CI classes based on serial number identification.
- snitamenablecacheforassetcimapping: Improves performance by caching asset-CI field mappings used during synchronization.
- snitamcommon.macaddresssync: Allows asset and CI synchronization using MAC addresses when enabled.
CMDB Success Advisor for Hardware Asset Management
ServiceNow provides a CMDB Success Advisor dashboard specifically for Hardware Asset Management to help customers monitor and improve data quality in the CMDB. It offers insights into data coverage, completeness, and integration recommendations, supporting better hardware asset data governance.
Asset and configuration item (CI) management refers to creating assets, setting appropriate states and substates, synchronizing assets and CIs, managing consumables, and retiring assets.
Relationship between asset and CI
It’s important to manage the relationship between assets and associated CIs. Assets are tracked with the Asset Management application, which focuses on the financial aspects of owning property. Configuration items are stored in the CMDB, which is used to track items and make them available to users.
When an asset has a corresponding configuration item, the asset record and the configuration item record are kept synchronized with two business rules.
- Update CI fields on change (on the Asset [alm_asset] table)
- Update Asset fields on change (on the Configuration Item [cmdb_ci] table)
Asset-CI mapping and synchronization
The State field of asset record and Status field of CI record are synchronized so that changes made on one form trigger the same update on the corresponding form, ensuring consistent reporting.
The following diagram illustrates the concept of Asset-CI mapping and synchronization.
This synchronization and mapping is based on the following factors:
- Asset state and CI status aren’t mapped on one-to-one basis. Rather they’re mapped to the most logical counterpart on the other table. For example, for a hardware asset set to state In Stock - Pending disposal, the corresponding CI is set to In Disposition with no substate.
- This synchronization happens between the asset’s State field and the following CI fields:
- Install Status field: Install Status doesn’t have a sub status and must be used for non-hardware CIs.
- Hardware Status and Sub status field: Hardware Status is visible only for Hardware CI.
Drive changes by updating the state on the Asset form. The Asset-CI synchronization can be driven in the following ways:
- Asset to CI synchronization: Change to the asset’s status updates the logically mapped CI’s Install Status or Hardware Status and sub status.
- CI to Asset: Change to the CIs Install Status or Hardware Status updates the logically mapped asset’s states and sub states.
- For a CMDB hardware CI, if both Hardware Status and Install Status is updated, the Hardware Status change is considered for mapping the corresponding state of the asset.
- CIs Install Status and Hardware Status work independently, so the two fields aren't related. CI’s Hardware Status change doesn’t change CIs Install Status and vice versa. To avoid confusion, keeping both status for CMDB CI Hardware isn’t recommended.
List of the fields that get synced between Asset and CI
When changing any of the following fields on the asset or CI record, the same field on the corresponding record is automatically updated (except for the Cost field, which is informational-only on the CI record).
The following is a list of fields that are synchronized.
- Asset tag
- Assigned
- Assigned to
- Checked in
- Checked out
- Company
- Cost (synchronizes in only one direction: asset to CI)
- Cost center
- Delivery date
- Department
- Due in
- Due
- GL account
- Install date
- Invoice number
- Justification
- Lease id
- Location
- Managed by
- Model (model_id in CI)
- Order date
- Order received
- Ordered
- Owned by
- PO number
- Purchase date
- Purchased
- Serial number
- Support group
- Supported by
- Vendor
- Warranty expiration
Asset, CI, and IBI synchronization
Any item that is provided as a service or sold to your customer is tracked as an Install Base Item (IBI). The Model category table associates Asset, CI, and Install Base Item (IBI). The synchronization between the asset and IBI is through the CSDM Life Cycle Stage and Status fields.
- When the system property is set to false, synchronization of the CSDM Lifecycle fields is through the legacy State and Substate fields.
- When the system property is set to true, the CSDM Life Cycle Stage and Status fields are directly synchronized.
- Synchronization of updates from asset to IBI and CI
- Updates made to the State or Substate field of an asset are synchronized with the associated IBI and CI. For example, when the State field of the asset is updated to In use, synchronization happens as follows.
- The Life Cycle Stage and Life Cycle Stage Status of the asset are set to Operational and In use, these field values are then synchronized with Stage and Status fields of IBI asset.
- The Status and Substatus fields of the CI change to Installed and In use.
- Synchronization of updates from IBI to asset and CI
- Updates made to the Life Cycle Stage and Life Cycle Stage Status fields of an IBI asset are synchronized with the legacy State and Substate fields of the asset through the CSDM fields. The legacy fields of the asset are then synchronized with the associated CI. For example, when the life Life Cycle Stage and Life Cycle Stage Status fields of an IBI asset are updated
to Defective and In Stock, synchronization happens as follows.
- The Life Cycle Stage and Life Cycle Stage Status of the asset change to In Stock and Defective. These field values are synchronized with the State and Substate fields of the asset.
- The State and Substate fields of the asset are then synchronized with the corresponding fields of the associated CI.
- Synchronization of updates from CI to asset and IBI
- Updates made to the Status and Substatus fields of a CI are synchronized with the corresponding fields of the asset. The legacy fields of the asset are then synchronized with the Life Cycle Stage and Life Cycle Stage Status fields of the IBI asset through the CSDM fields. For example, when the Status and Substatus fields of a CI are updated to Retired and Donated, the corresponding fields of the asset change. The changes from the asset are synchronized with the IBI asset and the Life Cycle Stage and Life Cycle Stage Status fields change to End of Life and Retired.
- Synchronization of updates from asset to CI and IBI
- Updates made to the legacy State and Substate fields of the asset are synchronized between the asset and CI as follows:
- The Life Cycle Stage and Life Cycle Stage Status fields of the asset are updated with values corresponding to the legacy State and Substate fields of the asset.
- The State and Substate fields of the asset are then directly synchronized with the corresponding legacy fields of the associated CI.
- The Life Cycle Stage and Life Cycle Stage Status fields of the asset are then directly synchronized with the corresponding CSDM fields of the associated CI.
However, synchronization of updates from asset to IBI is only through the CSDM Lifecycle fields.
- Synchronization of updates from IBI to asset and CI
- Updates made to the Life Cycle Stage and Life Cycle Stage Status fields of the IBI are synchronized as follows:
- The legacy State and Substate fields of the asset are synchronized through the CSDM fields.
- The legacy fields of the asset are synchronized with the legacy fields of the associated CI.
- The Life Cycle Stage and Status fields of the asset are directly synchronized with the corresponding CSDM fields of the associated CI.
- Synchronization of updates from CI to asset and IBI
- Updates made to the Life Cycle Stage and Status fields of a CI are synchronized as follows:
- The Life Cycle Stage and Status fields of the CI are directly synchronized with the corresponding CSDM fields of the asset.
- The legacy fields of the asset are then updated with the values corresponding to the CSDM fields.
- The legacy fields of the asset are then synchronized with the corresponding fields of the CI.
- The legacy fields of IBI are synchronized with the asset through the CSDM Lifecycle fields.
Asset and CI creation properties
- glide.create_alm_asset.async
The system property glide.create_alm_asset.async controls whether assets are created immediately when a configuration item (CI) is created, or are created after a delay. A delay in asset creation enables large numbers of CIs to be created quickly. When this property is set to true, assets are created by the Asset - Create asset delayed sync scheduled job that runs every 15 minutes. View the status of the scheduled job in the Asset Job Log table [asset_job_log]. To view assets waiting to be created and asset creation errors, navigate to . To reprocess an error, update the state from Error to Ready. The next time the scheduled job runs, it reattempts to create the asset.
When the glide.create_alm_asset.async property is set to false, assets are created immediately from CIs.Note:If you upgrade to Australia from Orlando or earlier, the default value of this property is false. Before updating this property, review your processes that depend on an asset value present on a CI and make any necessary changes to account for delayed asset creation.- glide.asset.create_ci_with_ire
- The system property glide.asset.create_ci_with_ire enables CIs to be created from assets using the ServiceNow® Configuration Management Database (CMDB) Identification and Reconciliation engine (IRE). This property affects CI classes that have an identification rule on serial number and have no dependent relationships with other CI classes.The default value of this property is false if you upgrade to Australia from Orlando or earlier. Before updating this property, review the customizations on the Serial number field and any integrations or flows that use an existing serial number to create an asset.Note:CIs created with the IRE are named using the formatThis property is applicable to CI classes that are extended from the hardware CI class [cmdb_ci_hardware].
Serial number - Model nameand the source isSNAssetManagement. The Serial number field is required on assets with model categories that correspond to these CI classes. Asset creation fails if its serial number is present on an existing CI or asset. The Serial number field is also required to receive purchase order line items for model categories that correspond to these CI classes. The Serial number field isn’t required to create pre-allocated assets, but the serial number must be provided when the asset is allocated.
Other Asset and CI system properties
- sn_itam_enable_cache_for_asset_ci_mapping
- The asset and CI fields are synchronized based on the mappings defined in the relevant mapping tables. Fetching these mappings on the update of an asset or CI has an impact on the performance. The
sn_itam_enable_cache_for_asset_ci_mapping system property enables you to cache the following mappings:
- Asset and CI fields
- Asset state and CI install status
- Asset state and CI hardware status
Unless there isn't any change in the mapping tables, these cached mappings are fetched during the synchronization resulting in the improved system performance.
- sn_itam_common.mac_address_sync
- The sn_itam_common.mac_address_sync system property enables you to synchronize asset and CI using the Mac address. By default, this system property is set to false. To enable synchronization through the Mac address, set the value of this system property to true in the Asset Property [asset_property] table.
CMDB success advisor for HAM
Use CMDB success advisor for Hardware Asset Management (HAM) to monitor and improve hardware asset data quality in the CMDB. The advisor dashboard provides insights into data coverage, attribute completeness, and recommended data integrations for your hardware asset model categories. For more information, see Using CMDB success advisor for HAM.