Definition:

A team or group is responsible for a particular record in ServiceNow. Typically responsible for managing and resolving a specific type of work, such as incidents, tasks, changes, or service requests. This group is collectively accountable for ensuring that the work assigned to them is handled efficiently and within the set service level agreements (SLAs).

Usage:

• The "Assignment Group" is used to route tasks or incidents to the appropriate team based on expertise, function, or responsibility.
• It serves as the first level of categorization and responsibility before an individual within the group is assigned to handle the task.
• This approach helps streamline the workflow, ensuring that tasks are directed to the right teams and then assigned to the right individuals for resolution or action.

Definition: The specific individual responsible for a task, incident, request, or any other record that requires action. This person is typically a member of the "Assignment Group" and is directly accountable for completing or resolving the assigned work. 

Usage: The "Assignment Group" generally receives the task, and a group member is then selected as the "Assigned To" to carry out or oversee the task to completion. This setup helps streamline work distribution, clarifies ownership, and enables better reporting and tracking of work progress within ServiceNow.

Format: Reference field pointing to the User table.

Note: This field is optional in the CMDB.

Definition: A server-side script that runs whenever a record is inserted, updated, deleted, or queried.

Usage: Business Rules in ServiceNow are used to automate actions and enforce policies, such as updating fields, sending notifications, or preventing certain actions under specific conditions.

Definition: Indicates whether the CI, such as a device, application, or system, has printing capabilities.

Usage: This field helps identify if the CI can perform or support printing, which can be important for certain configurations, system management, or troubleshooting tasks.

Format: Boolean field (Yes/No).

Note: This field is optional in the CMDB

Definition: Could be an Enterprise CAB or a Sub-CAB. The team responsible for approving and implementing changes to the CI. They manage the change control process to ensure that changes are properly documented, assessed for risk, and approved before implementation. This group oversees a change management process, ensuring that proposed changes are documented, assessed, and approved according to the organization's change management policies. 

Usage:  The "Change Group" ensures that changes are properly evaluated, risks are assessed and necessary approvals are obtained before any changes are implemented. In the change management workflow, the "Change Group" may delegate specific tasks to individual members, who are then identified in the "Assigned To" field, ensuring that each step of the change process is managed by the appropriate person within the group.

Approval: Approval indicates that the change has been reviewed for its impact on the overall platform, and the group confirms that the change aligns with platform governance, stability, and scalability requirements. The Platform Owner agrees that the platform will continue to operate optimally after the change.

Definition: A formal proposal for an alteration to be made to a system or service.

Usage: Change Requests are managed through the Change Management process in ServiceNow. They are created to propose, plan, assess, and implement changes to IT services, ensuring minimal disruption.

Definition:The "Class" field in ServiceNow categorizes Configuration Items (CIs) based on their type, such as physical assets, logical components, or services. This includes a wide range of CI types, such as servers (e.g., Windows, Linux), applications, web portals, physical spaces like rooms, and other organizational assets. The "Class" field helps in organizing, managing, and reporting on CIs within the Configuration Management Database (CMDB) by grouping them into logical categories.

Usage:

• The "Class" field is used to classify each CI, allowing for easier management and identification based on its specific type.
• This classification supports efficient filtering, reporting, and workflow management, ensuring that CIs are handled according to their nature and associated requirements.
• Examples of classes might include "Windows Server," "Linux Server," "Application," "Web Portal," and "Room," among others, providing a comprehensive view of all assets within the CMDB.

Definition: The organization or unit associated with the CI, typically representing the entity responsible for it.

Usage: This field specifies the company or organizational unit that owns or manages the CI, aiding in asset tracking, management, and reporting across various CI types, including hardware, software, and services.

• Format: Reference field pointing to the Company table (e.g., OIT CIs = NCSU_IT).

Note: This field is optional in the CMDB.

Definition: A free-form field for describing the configuration details of the CI, applicable to any type, such as an application, device, or infrastructure component.

Usage: This field allows for detailed, unstructured descriptions of the CI’s configuration, providing additional context or notes that can be valuable across various CI types.

Format: Text field.

Note: This field is optional in the CMDB.

Definition: The directory path used by the CI, which could be an application, system, or storage location on any supported platform.

Usage: This field specifies the path to the directory where relevant configuration data for the CI is stored, important for managing applications, services, or infrastructure components.

Format: Text field (Directory path).

Note: This field is optional in the CMDB.

Definition: The file associated with the CI’s configuration, typically used within a specified directory on supported systems.

Usage: This field identifies the specific configuration file that is critical for managing and maintaining the settings of the CI, whether it’s an application, system, or another component.

Format: Text field (File path).

Note: This field is optional in the CMDB.

Definition: Any component that needs to be managed to deliver an IT service. This can include software, hardware, documentation, or any other service asset.

Usage: CIs are tracked in the Configuration Management Database (CMDB) within ServiceNow. They are crucial for understanding the relationships between different components in the IT environment.

Examples: Examples of CIs include physical entities like computers, routers, or rooms, logical entities like database instances or applications, or conceptual entities like documentation or a requisition service. 

Definition: The date on which the CI was deployed.

Usage: This field records the deployment date of the CI, providing a timeline for its operational history and lifecycle management.

Format: Date field.

Note: This field is mandatory in the ServiceNow table.

Definition: The name of the Configuration Item (CI).

Usage: This field identifies the CI within the ServiceNow system, allowing users to reference and manage the specific asset. It is a unique identifier for the CI.

Format: Text. The name should be descriptive and follow organizational naming conventions.

Note: This field is mandatory in the ServiceNow table.

Definition: The individual responsible for billing and ownership of the CI.

Usage: This field is used to track who is financially accountable for the CI, ensuring that billing inquiries and ownership issues are directed to the correct person.

Format: Reference field pointing to the User table.

Note: This field is mandatory in the ServiceNow table.

Definition: The ServiceNow user who created the record, either programmatically or manually.

Usage: This field identifies the user or system account that was responsible for creating the record, aiding in audit trails and accountability.

Format: Reference field pointing to the User table.

Note: This field is mandatory in the ServiceNow tables.

Definition: A database used by an organization to store information about hardware and software assets, commonly referred to as Configuration Items (CIs). The CMDB acts as a data warehouse for the organization, storing information about the relationships among its assets. It provides a means of understanding the organization's critical assets and their relationships, such as information systems, upstream sources or dependencies, and downstream targets.

Usage: The CMDB in ServiceNow is used to track and manage the relationships between IT assets, helping organizations understand the dependencies and impacts of changes across their IT environment.

Definition: The department or functional unit within the organization, which is associated with various records and processes across the platform, including ITSM, HR, request fulfillment, and project management.

Usage: This field tracks the department(s) responsible for or involved in different activities and services, aiding in resource allocation, management, and support across the platform. The Department information is pulled from the Department Table in ServiceNow, which is populated by data from financial systems, and is used widely across modules like ITSM, HR, and more.

Format: Reference field pointing to the Department table (can allow multiple selections).

Note: This field is optional but widely used across the ServiceNow platform.

Definition: A text field used to provide detailed information or context about a particular record or item within the platform.

Usage: The Description field is used across various modules in ServiceNow, such as Incident Management, Request Management, Change Management, and others, to give additional details, explanations, or context that might not be covered by other structured fields. This field is often used to describe the nature of an issue, the specifics of a request, or the context of a task.

Format: Free-text field where users can input detailed information, often used for narratives or explanations that support the processing or resolution of the record.

Note: The Description field is widely used throughout the ServiceNow platform to ensure that records contain sufficient detail to be understood and acted upon by users who interact with them.

Definition: An unplanned interruption to an IT service or a reduction in the quality of an IT service.

Usage: Incidents are used to track and manage issues reported by end-users. In ServiceNow, incidents are logged, categorized, prioritized, and assigned to the appropriate support teams for resolution.

Definition: The directory path where the CI, such as an application or system, is installed.

Usage: This field specifies the exact location of the CI’s installation, which is crucial for management, updates, and troubleshooting across various types of CIs.

Format: Text field (Directory path).

Note: This field is optional in the CMDB.

Definition: The method or environment where the CI, such as an application or service, is hosted.

Usage: This field indicates whether the CI is hosted on-premises, in the cloud, or via another method, which is important for deployment, support, and management purposes across various CI types.

Format: Choice field (e.g., On-premises, Cloud, Hybrid).

Note: This field is optional in the CMDB.

Definition: A repository for storing and organizing articles that provide information, guidelines, and answers to common questions.

Usage: The Knowledge Base in ServiceNow is used to share information across the organization. Articles can include how-to guides, troubleshooting steps, and FAQs.

Definition: The person who is responsible for the day-to-day management of the CI. The manager ensures that the CI is properly maintained, monitored, and operating efficiently according to organizational standards. 

Usage: This field is used to track who is financially accountable ensuring that billing inquiries and ownership issues are directed to the correct person.

Approvals: This person's may be designated to approve on behalf of the Owned By. Likewise, approval signifies that the proposed change has been reviewed and aligns with the process or product’s objectives, ensuring that the change will deliver the intended enhancements without disrupting existing operations or user experience.

Format: Reference field pointing to the User table.

Note: This field is mandatory in the ServiceNow table.

Definition: The team or department responsible for the operational management of the CI. This group manages the CI’s performance, availability, and ensures that it is aligned with organizational policies and procedures. 

Usage: This field is used to identify the team responsible for the underlying infrastructure that supports the CI, helping coordinate management and support activities.

Format: Reference field pointing to the Group table.

Note: This field is optional in the ServiceNow table.

Definition: A lightweight Java application that facilitates communication and data transfer between ServiceNow and external systems.

Usage: MID Servers in ServiceNow are essential for performing tasks such as Discovery, Orchestration, and integrating with external data sources or applications.

Definition: The date when the CI, such as a device, application, or service, was most recently discovered or updated by a discovery tool.

Usage: This field helps track when the CI was last validated or updated, which is important for maintaining accurate and up-to-date information in the CMDB across various CI types.

Format: Date field.

Note: This field is optional in the CMDB.

Definition: The current operational status of a Serivce, Serivce Offering or CI.

Usage: This field is used to indicate whether the item is operational, under maintenance, retired, or in another state, helping manage and report on the serivce or asset's lifecycle.

Format: Choice field (e.g., Operational, Non-operational, Retired).

Note: This field is mandatory in the ServiceNow table.

Definition: Often the Process/Product Owner.  The individual who has overall responsibility for the CI. The owner is accountable for the CI's lifecycle, including decisions about updates, changes, and decommissioning. The owner often has budgetary responsibility.

Usage: This field is used to track who is financially accountable ensuring that billing inquiries and ownership issues are directed to the correct person.

Approvals: This person's approval signifies that the proposed change has been reviewed and aligns with the process or product’s objectives, ensuring that the change will deliver the intended enhancements without disrupting existing operations or user experience.

Format: Reference field pointing to the User table.

Definition: The identifier of the primary process associated with the CI, such as an application or system service.

Usage: This field records the Process Identifier (PID) for the main process associated with the CI, which is vital for monitoring and managing the application, service, or other components.

Format: Integer field.

Note: This field is optional in the CMDB.

Definition: The command used to run the primary process associated with the CI, applicable to applications, systems, or services.

Usage: This field captures the command executed to start the main process of the CI, which is useful for troubleshooting, system management, and ensuring correct operation across various CI types.

Format: Text field.

Note: This field is optional in the CMDB.

Definition: The key parameters used in the command to run the CI’s primary process, such as for applications, systems, or services.

Usage: This field details the main parameters passed to the command that runs the CI’s process, which is important for understanding the configuration and behavior of the CI across different types.

Format: Text field.

Note: This field is optional in the CMDB.

Definition: A collection of services that users can request via a self-service portal.

Usage: The Service Catalog in ServiceNow allows users to browse and request services such as software installations, hardware purchases, and access to systems. Each item in the catalog can include details like descriptions, pricing, and approval workflows.

Definition: A commitment between a service provider and a client that specifies the level of service expected.

Usage: SLAs in ServiceNow are used to define the expected timeframes for resolving incidents or fulfilling requests. They help ensure that services are delivered according to agreed-upon standards.

Definition: The primary user responsible for supporting the application associated with the CI.

Usage: This field tracks the individual who provides primary support for the application, ensuring that support issues are directed to the correct person.

Approval: Approval confirms that the support team is fully prepared for the change, with all necessary training, documentation, and troubleshooting resources in place to handle any issues that may arise post-deployment. The group agrees that they can provide the necessary support to end-users effectively.

Format: Reference field pointing to the User table. Note: This field is optional in the CMDB.

Definition: The group responsible for supporting and managing the CI.

Usage: This field is used to assign the CI to a specific support team that handles its maintenance, troubleshooting, and operational management.

Format: Reference field pointing to the Group table.

Note: This field is mandatory in the ServiceNow table

Definition: Custom labels that can be added to records across the platform for additional categorization, filtering, or notes.

Usage: The Tags field allows users to apply custom tags to any type of record within the platform, such as incidents, tasks, requests, CIs, or projects. These tags can be used for filtering, reporting, and providing additional context or classification, enhancing the organization and retrieval of information across various modules and processes in ServiceNow.

Format: Text field (supports multiple tags).

Note: This field is optional but useful for enhancing the categorization and management of records across the ServiceNow platform.

Definition: A piece of work assigned to a person or team to complete.

Usage: Tasks in ServiceNow are used to track and manage work related to incidents, problems, changes, and other processes. Each task is assigned to a specific individual or group and can include details like due dates and priority.

Definition: The TCP port or ports associated with the CI, typically set when the class is related to network services, applications, or infrastructure components.

Usage: This field identifies the network ports used by the CI, which is crucial for configuration, security, and troubleshooting, especially for server, service-based, or application CIs.

Format: Integer field or range of integers.

Note: This field is optional in the CMDB and is typically set when the CI class corresponds to specific server types, services, or applications.

Definition: A sequence of tasks or activities that are automated to achieve a specific outcome.

Usage: Workflows in ServiceNow are used to automate processes such as incident resolution, change management, and service requests. They ensure that tasks are completed in the correct order and involve the appropriate stakeholders.