Configuration Items (CIs) are fundamental components within ServiceNow's Configuration Management Database (CMDB). A CI represents any resource, component, or service that needs to be managed to deliver IT services successfully. These items can include hardware such as servers, laptops, routers, an…Configuration Items (CIs) are fundamental components within ServiceNow's Configuration Management Database (CMDB). A CI represents any resource, component, or service that needs to be managed to deliver IT services successfully. These items can include hardware such as servers, laptops, routers, and switches, as well as software applications, databases, documentation, and even business services.
In ServiceNow, CIs are stored in the CMDB, which serves as a centralized repository containing detailed information about each item and its relationships with other components. This structured approach enables organizations to maintain visibility into their IT infrastructure and understand dependencies between various elements.
Each CI record contains essential attributes including a unique identifier, name, classification, status, owner, location, and associated relationships. The CI Class defines the type of configuration item, such as cmdb_ci_server for servers or cmdb_ci_computer for computers. These classes inherit properties from parent classes, creating a hierarchical structure that promotes consistency and standardization.
Relationships between CIs are crucial for understanding how changes to one component might affect others. ServiceNow tracks these connections through relationship types like 'Depends on', 'Used by', 'Contains', and 'Hosted on'. This relationship mapping proves invaluable during incident management, change management, and impact analysis.
From a database administration perspective, CIs are stored across multiple tables extending from the base cmdb_ci table. Administrators must understand table inheritance, indexing strategies, and data integrity considerations when managing CI data. Regular maintenance tasks include data validation, duplicate detection, and ensuring relationship accuracy.
Effective CI management supports various ITSM processes including Incident Management (identifying affected services), Change Management (assessing change impacts), Problem Management (root cause analysis), and Asset Management (lifecycle tracking). Organizations benefit from improved decision-making, reduced downtime, and enhanced service delivery through proper CI administration.
Configuration Items (CIs) in ServiceNow - Complete Guide
What are Configuration Items (CIs)?
A Configuration Item (CI) is any component that needs to be managed in order to deliver an IT service. CIs are stored in the Configuration Management Database (CMDB) and represent the physical, virtual, or logical components of your IT infrastructure.
Examples of CIs include: • Servers (physical and virtual) • Network devices (routers, switches, firewalls) • Software applications • Databases • Business services • Documents and documentation • Workstations and laptops • Storage devices
Why are Configuration Items Important?
CIs are fundamental to IT Service Management because they:
1. Enable Impact Analysis - Understanding relationships between CIs helps determine how changes or incidents affect other services
2. Support Change Management - Before making changes, you can assess which CIs will be affected
3. Facilitate Incident Resolution - Technicians can quickly identify affected components and their dependencies
4. Provide Asset Visibility - Organizations gain complete visibility into their IT infrastructure
5. Enable Root Cause Analysis - Track problems back to specific configuration items
How Configuration Items Work in ServiceNow
The CI structure in ServiceNow is built on a class hierarchy. The base table is cmdb_ci, and all CI types extend from this table.
Key CI Tables: • cmdb_ci - Base Configuration Item table • cmdb_ci_server - Server CIs • cmdb_ci_computer - Computer CIs • cmdb_ci_hardware - Hardware CIs • cmdb_ci_service - Business Service CIs • cmdb_ci_appl - Application CIs
CI Relationships: CIs are connected through relationships stored in the cmdb_rel_ci table. Common relationship types include: • Runs on / Runs • Depends on / Used by • Contains / Contained by • Hosted on / Hosts
CI Lifecycle States: CIs have operational and install status fields to track their current state: • Operational Status: Operational, Non-Operational, Repair in Progress • Install Status: Installed, Retired, Stolen, On Order, In Stock
Discovery and Population: CIs can be populated in the CMDB through: • ServiceNow Discovery • Service Mapping • Manual entry • Data imports • Third-party integrations
Exam Tips: Answering Questions on Configuration Items (CIs)
Tip 1: Know the Base Table Remember that cmdb_ci is the base table for all Configuration Items. All other CI tables extend from this parent table.
Tip 2: Understand Relationships Questions often test knowledge of CI relationships. The relationship table is cmdb_rel_ci. Know common relationship types like Depends on and Runs on.
Tip 3: CI vs Asset Be clear on the difference: A CI is anything managed to deliver a service, while an Asset has financial value and is tracked for accounting purposes. Not all CIs are assets, and not all assets are CIs.
Tip 4: Impact Analysis When questions mention understanding downstream or upstream effects, they are referring to CI relationship mapping and impact analysis capabilities.
Tip 5: CMDB Health Know that ServiceNow provides CMDB Health tools to identify duplicate CIs, orphan records, and data quality issues.
Tip 6: Attributes vs Relationships CIs have attributes (properties like name, IP address, manufacturer) and relationships (connections to other CIs). Exam questions may test this distinction.
Tip 7: Read Questions Carefully When a question asks about tracking IT components for service delivery, the answer typically involves CIs and the CMDB, not just the Asset application.
Tip 8: Service Mapping Understand that Service Mapping automatically discovers and maps CIs that support business services, creating a visual map of dependencies.