ServiceNow Computer and Application Records

IT Asset Management (Cloud)

Installed Applications

When exporting installed application data from IT Asset Management for import into ServiceNow, you have the option to select which tables store the data. Prior to integration application v4.0, installed application records were stored into Software Asset Management (SAM) Foundation plugin tables. Integration application v4.0 and later gives you the option to store imported application records into Configuration Management Database (CMDB) tables, SAM tables, or both. A new integration property, Use CMDB and/or SAM tables for installation, has been added to the Integration Properties page. As a result of this enhancement, the SAM Foundation plugin is no longer a requirement for using the integration application. For more information, refer to Integration Properties.

Hardware Inventory

When hardware inventory records are exported from IT Asset Management to ServiceNow, the integration creates or updates computer records in ServiceNow. The integration also sets the correct CI class on these records based on the Inventory Device Type and Operating System. This enables viewing these records in the respective views within ServiceNow. The following table shows the logic of how the CI class of computer records are classified in ServiceNow and also shows where to view the resulting records in ServiceNow.

Table 1. Hardware inventory exported from IT Asset Management and imported to ServiceNow

Inventory device type of Inventory record in IT Asset Management

Operating system of Inventory record in IT Asset Management

CI class of Computer record in ServiceNow View in ServiceNow

VM Host

contains "Microsoft" or "Windows"

Hyper-V server Configuration > Hyper-V > Hyper-V Servers

contains "VMware"

ESX server Configuration > VMware > ESX Servers

anything else

Visualization server no direct link, but you can enter the following into the ServiceNow Filter navigator to access view: cmdb_ci_virtualization_server.list
Computer Virtual Machine Mobile Device contains "AIX" AIX Server Configuration > Servers > AIX
contains "Solaris" or "Sun OS" Solaris Server Configuration > Servers > Solaris
contains "OS X" OS X Configuration > Servers > OS X
contains "HP-UX" HPUX Server Configuration > Servers > HPUX
contains "Unix" Unix Server Configuration > Servers > Unix
contains "Linux" Linux Server Configuration > Servers > Linux
contains "Microsoft" or "Windows" and contains "Server" Windows Server Configuration > Servers > Windows Servers

anything else

Computer Configuration > Base Items > Computer

For all the virtual machine records in an export, the import creates or updates Virtual Machine Instance records in ServiceNow and sets the correct CI class on these records based on the virtual machine type. The following table shows the logic of how the CI class of virtual machine records are classified in ServiceNow and also shows where to view the resulting records in ServiceNow.

Table 2. Virtual machines exported from IT Asset Management and imported to ServiceNow

VM Type of Inventory record in IT Asset Management

CI class of Virtual Machine Instance record in ServiceNow View in ServiceNow
AWS EC2 EC2 Virtual Machine Instance no direct link, but you can enter the following into the ServiceNow Filter navigator to access view: cmdb_ci_ec2_instance.list
Hyper-V Hyper-V Virtual Machine Instance Configuration > Hyper-V > Virtual Machine Instances
VMware VMware Virtual Machine Instance Configuration > VMware > Virtual Machine Instances
Zone Solaris Virtual Machine Instance no direct link, but you can enter the following into the ServiceNow Filter navigator to access view: cmdb_ci_solaris_instance.list
LPAR Virtual Machine Instance In integration application 5.x: Flexera Integration > Imported Records > Virtual Machines and in integration app 4.x: IT Asset Management > Imported Records > Virtual Machines
nPar
Oracle VM
SRP
vPar
WPAR
Unknown
Tip: Integration properties allow you to choose whether to use IT Asset Management or ServiceNow as the source of truth to create and update records. Another property allows you to choose whether IT Asset Management or ServiceNow should be used as the source of truth to update CI classes. See Adding Inventories, Updating inventories, and Updating inventory class name (sys_class_name) in Integration Properties.

IT Asset Management (Cloud)

Current