Adding and maintaining configuration item information occurs at various stages of a CIs life cycle and is performed by different people. Use the following guidelines when entering CI descriptive or status information.
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Each CI class has a different maintenance form designed to collect the information specific to assets in the class. However, there is certain information that is required for all CIs regardless of class. The following table lists these fields. The fields are listed in alphabetical order by field name and not in the order they appear on the CI maintenance form. If the form you are presented with in ServiceNow does not include all the fields listed here then make sure you are using the view named Default view. If you are in the default view then notify the OIT Help Desk or one of the CMDB Administrators.
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Field Name |
Description |
Choices |
Default |
Required |
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| Provide the unique name used to identify the asset represented by the CI. Naming standards exist for most CI classes and these should be followed as closely as possible. A list of naming standards is located Here. | | None | Yes | | A concise description of the asset that can be used to clarify the CI name. The description should never be more than a paragraph and rarely more than a few sentences. If a more detailed description is needed then either include a link in the description or attach a document to the CI record. | | None | Yes | | Additional information about the asset. The Comments field is not usually shown on reports and inquiries against the CMDB table unless specifically requested. | | None | No | | Provide the name of the primary group responsible for supporting the asset in production. This is usually the group that would be contacted first for questions and technical support. | Select from reference list | None | Yes | | If there is one specific person in the support group who provides support for the asset, name that person here. It is generally not a good idea to name a person in this way since assignments and responsibilities change frequently. It is recommended that this field be left blank. | Select from reference list | None | No | | If there is a specific support group that should be automatically assigned to all incidents relating to the asset then name that group here. Leave this field blank if the assignment group is the same as the support group. It is recommended that this field be left blank. | Select from reference list | None | No | | If there is one specific person in the assignment group who should be automatically assigned to all incidents relating to the asset then provide that person's name here. It is generally not a good idea to name a person in this way since incidents will be assigned to that person whether he or she is available or not. It is recommended that this field be left blank. | Select from reference list | None | No | | For assets that are supported for a specific functional unit other than OIT, provide the name of the group here. Use this field only if the asset is used by a single functional unit. | Select from reference list | None | No | | For assets that are supported for a specific functional unit other than OIT, provide the name of the person primarily responsible for the asset. | Select from reference list | None | No | | Select the appropriate installation status of the physical asset represented by the CI. Note that the default value for this field when adding a new CI is Installed. This indicates that the asset has been acquired or developed and is in place, ready for use. If this is not the case than change the installation status as needed. | | Expand |
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| title | View Installation Status options and definitions... |
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| - Absent - Asset is cannot be located or otherwise accounted for.
- In Maintenance - Asset is offline or otherwise unavailable due to maintenance.
- In Stock - Asset is not currently being used but is in inventory and can be deployed if needed.
- Installed - After project tasks are completed and the work is in production, an evaluation is performed to highlight project performance.
- On Order - Asset has been ordered or is being developed and is not yet ready for installation.
- Pending Install - Asset has been acquired or development is complete but the asset has not yet been installed for use.
- Pending Repair - Asset requires maintenance and is not available for use but maintenance has not yet started.
- Retired - Asset has reached its useful life and has been removed from service. Retired assets are typically salvaged or otherwise disposed of.
- Stolen - Asset has been physically removed without permission or acknowledgement of OIT management.
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| Installed | Yes | | Select the appropriate operational status of the physical asset represented by the CI. Note that the default value for this field when adding a new CI is Operational. This indicates that the asset is online and is being used as intended. If this is not the case than change the operational status as needed. | | Expand |
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| title | View Operational Status options and definitions... |
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| - Operational - Asset is fully deployed and is ready for use. This status should only be used when the installation status is Installed.
- Non-Operational - Asset is offline or otherwise unavailable due to maintenance or repair.
- Repair in Progress - Asset is offline being repaired.
- DR Standby - Asset is installed and ready to be used for disaster recovery purposes. Assets marked with this status should not be used for any other purposes as they must be immediately available when needed.
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| Installed | Yes | | Indicates the origin of the CI record representing the physical asset. When adding CIs manually this should be set to Manual Entry. When assets are added via an automated discovery process the field will be updated by the automated process. | Select from list | None | Yes | | The date the CI was last reviewed for completeness and correctness. | Date | None | No | | Name of the person who typically provides first line support for the asset. Multiple names are allowed and a group name may be provided. Although this may contain the same information as the Supported by and Assigned to fields, it is not a replacement for those fields. Supported by and Assigned to are used to auto-assign incidents while Tech Support is used for reference only. | Free form | None | No | | Name of the person who typically provides second line support for the asset. Multiple names are allowed and a group name may be provided. Although this may contain the same information as the Support group and Assignment group fields, it is not a replacement for those fields. Support group and Assignment group are used to auto-assign incidents while Tech Support is used for reference only. | Free form | None | No | | Disaster Recovery criticality used to prioritize the recovery of assets in the event of a major disaster. A knowledge base article that contains details of what the options mean is available Here. This field is mandatory for the Business Service and Application classes. However, it can also be used by individual support teams to document DR priority for assets supported by the team. | | Expand |
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| title | View Details of DR Criticality options... |
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| - 15 Minutes
- 6 Hours
- 24 Hours
- 5 Days
- 30 Days
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| None | No |
This section is used to document relationships and dependencies between assets. |
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