Entering Configuration Item Information in ServiceNow

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.

When to Make Changes

Specific life cycles exist for different CI classes but in general, all assets go through the following phases:

Changes are required to the CI record in the CMDB whenever an asset moves from one phase to the next in its life cycle. Changes reflecting the current operational state of an asset may also be required while the asset is in service (Phase 4). The two primary attributes used to indicate the current life cycle phase of an asset are Install Status and Operational Status. These are used as follows:

 

There are some additional options available for these fields and these are detailed below.

CI Maintenance Form Field Definitions

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.