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 no longer have the option to select which tables store the data. Installed application records are stored into Software Asset Management (SAM) Foundation plugin. Therefore, the integration property Use CMDB and/or SAM tables for installation is now disabled and SAM tables are automatically used. 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" and contains "Server"	OS X Server	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	Flexera Integration > 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. For information about other properties that allow 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.