High Level ServiceNow Data

Model Relationships

9
2 3
Catalog Task
Service Catalog Content Knowledge
Task Approval Task Item
Data Model Data Model
Data Model

Available
Caller for
Requested by
Assigned to Task
Location Cards Business Affected
Service Products
Affected CI
Requested by Impacted Service
Requested for

4
1 Supported by
Expense
Approval Group
Line CMDB
Managed by
Organizational Data Model
Data Model CI Cards
7
Cost Center
Department IT Cost Management
Expense Expense
Allocation Data Model
Line
Measures Service Contract Users CI linked to Asset
Levels provided Contract Locations
Assigned to
Owner
Location
8 Chargeback to 5 6

SLA Asset & Contract Model Category Model

Data Model Data Model Data Model
Assets Covered
 1 Organizational Data Model

Cost Center Company

cmn_cost_center core_company

Location
cmn_location
Department
cmn_department

User
sys_user

Reports to

Skill Has Skills Has roles Roles

cmn_skill sys_user_has_skill sys_user_has_role sys_user_role

Contained Skills
cmn_skill_contains
Is member of Has roles
sys_group_has_role
sys_user_grmember

Types (examples)
Group Support (ActionCentre)
Has Skills sys_user_group Access (DL, Security)
sys_group_has_skill
Catalog: (Approval)
Change (CAB)
 2 Task Data Model Extensions

Incident
incident

Task Audit Observations

task Problem grc_observation
problem
Problem Task
Fields defined at task level problem_task Requirements
grc_audit_requirement
(inherited by all extended tables)
- Active - Knowledge Change Request Change Request
- Activity Due - Location Activity
change_request IMAC
- Additional Comments - Made SLA grc_activity
Group Approval change_request_imac
- Approval - Number sysapproval_group
- Approval History - Opened
- Approval set - Opened by Change Phase
- Assigned to - Order change_phase
- Assignment Group - Parent Change Task
- Business Duration - Priority change_task
- Close Notes - Reassignment Count Demand
- Closed - SLA due dmn_demand
- Closed by - Service offering Request
- Comments & Work notes - Short Description sc_request
- Company - Skills
- Configuration Item - State
- Contact Type - Sys ID Requested Item
- Contract - Task type sc_req_item
Catalog Task
- Correlation ID - Time worked sc_task
- Correlation display - Updated
- Created - Updated by KB submission
- Created by - Updates kb_submission
- Delivery plan - Upon approval
- Delivery task - Upon reject Work Order
wm_order
- Description - Urgency
- Domain - User input Loaner Request
- Due date - Watch list loaner_request Work Task
- Duration - Work end wm_task
- Escalation - Work notes
- Expected start - Work notes list Ticket
- Follow up - Work start ticket
- Group list - Questions Issue
- Impact - Label issue Facilities Request
facilities_request
Chat Queue Entry
chat_queue_entry
Service Order
sm_order HR Case
hr_case
Facilities Request
Service Task Task
sm_task facilities_request_task
Private Task HR Task
vtb_task hr_task

Planned Task
planned_task See next page
 2 Planned Task Data Model Extensions

SCRUM Release
rm_release_scrum
Phase
Task Planned Task rm_release_phase
planned_task
SDLC Release
task SCRUM Release
Release rm_release_sdlc
rm_release rm_sprint

- Actual Cost Epic

- Actual Duration
Feature Enhancement rm_epic
- Actual Effort
rm_enhancement
- Budget Cost rm_feature
- Critical Path Story
- Estimated Cost rm_story
- HTML Description Defect
- Level rm_defect
- Percent Complete Testing task
Product
- Planned Duration rm_test
rm_product
- Planned Effort
- Planned End Date
- Planned start date Documentation
task
- Remaining Duration rm_doc
- Remaining Effort Release Task SCRUM Task
- Rollup rm_task rm_task_scrum
- Subtree root
- Time Constraint
- Top Task
- WBS Test Plan
tm_test_plan
- WBS Order
Test Case
tm_test_case_instance

Assessment
cl_assessment
Project
pm_project
Project Task
pm_project_task

Requirement
dmn_requirement

Decision
dmn_decision

Audit
grc_audit
Control Test
grc_control_test

Remediation
grc_remediation
 2 How different Task Types Reference CMDB

Business
Service
Task Incident Categorization Impact Services cmdb_ci_service

Affected CI
- Opened by Configuration
- Assigned to Item
Problem Root Cause Analysis Affected CI cmdb_ci
- Assignment Group
- Closed by Problem
- Location
- Company
Business
- Configuration Item
Service
cmdb_ci_service
Change Impact Assessment Impact Services
Change
Affected CI Configuration
Item
cmdb_ci
Change
Task

Approval
Request

Request Business
Service
Part of
cmdb_ci_service
Requested
Item

Catalog Create Configuration

Task new Item
cmdb_ci
KB
submission Knowledge
Article
kb_knowledge
Related to Configuration
Item
cm db_ci
Project Affected CI
Planned
pm_project
Task

Product Business
rm_product Service
cmdb_ci_service

Release
rm_release Application
Affected CI
cmdb_ci_apl
 2a Incident Management Data Model

User (Caller)
sys_user
Location Group
cmn_location sys_group

Business
Service
cmdb_ci_service

Configuration
Caused by Change Item
Change Incident Categorization cmdb_ci

change incident
Resolved by
Problem
problem

Affected CI
task_ci

Metric Configuration
Metric Instance Task SLA Item
Definition metric_instance task_sla
metric_definition cmdb_ci
 2b Problem Management Data Model

Group
sys_group

User
sys_user

Assignment Group
Assigned to

Configuration Item
cmdb_ci

Incident Problem Categorization

incident problem

Problem Task
problem_task
Affected CI Change
task_ci change

Metric
Metric Instance Task SLA Configuration Item
Definition metric_instance task_sla cmdb_ci
metric_definition
 2c Change Management Data Model

Location Group
cmn_location sys_group

User
sys_user
Assignment Group

Requested by
Categorization
Configuration
Change Request Item
change cmdb_ci

Conflicts
conflict
Incident caused by

Affected CI
task_ci
Impacted Services/CIs Change Phase
task_cmdb_ci_service change_phase

Approvers Problem Release

sysapproval_approver problem rm_release

Other task tables linked to Change Request Incident

Release Management Change Task incident
Change Management
change_task
- Change Request - Implemented by Release
- IMAC - Release Phase
Configuration Business - Feature (Release)
Item Service Incident Management - SDLC Release (SDLC)
cmdb_ci cmdb_ci_service - Enhancement (SDLC)
- Incident
- Issue - Defect (SDLC)
Other m2m Affected record links - Documentation Task (SDLC)
Affected Groups (task_group) Problem Management - Testing Task (SDLC)
Affected Locations (task_location) - Problem Task
Affected Cost Centers (task_cost_center) - Problem Analysis (KT Plugin) Project Management
- Project
Request Fulfillment - Project Task
- Catalog Task - Project Task Link

Field Service Management Demand Management

- Work Order - Requirement
- Work Order Task - Decision
- Demand
 2d Release Management Data Model

Business Service Group

cmdb_ci_service sys_group
User
sys_user

Assignment group
Product
rm_product
Assigned to

Categorization Configuration
Release Item
Parent cmdb_ci
rm_release

Affected CI
task_ci

Release Phase
rm_release_phase

Configuration
Item
cmdb_ci

Release Feature
rm_release_phase

Release Tasks
rm_task
 2e Test Management Data Model

Project
pm_project

Project Task
pm_project_task

Test
Environment
tm_test_environment

Test Suite Test Plan

tm_test_suite tm_test_plan

Test Case Test Case Release

tm_test_case tm_test_case_instance rm_release

Test Test Defect

Creates
tm_test tm_test_instance rm_defect

Test Case Defects

m2m_tm_test_case_instance_defect
 3 Service Catalog Data Model

Category Product Model Product Catalog Item

(sc_category) cmdb_model pc_product_cat_item

Incident,
Record Change,
Producer Task Enhancement
sc_cat_item_producer , Defect,
Project etc
Vendor Catalog
pc_vendor_cat_tiem

Business Service
Catalog Item Catalog Entry
(sc_cat_item)
sc_cat_item_service

Ordered Item Shopping

Link Cart
sc_ordered_item_link Item sc_cart
sc_cart_item

Request
sc_request
Service Offering
Creates service_offering
Requested
Item Grouped
sc_request_item together by
Workflow

Approval
Workflow User
Creates sysapproval_
Approval
approver
Activity

Workflow Approval
Task Group
Activity sysapproval_
group

Creates tasks to
fulfill the request
When closed it
1. Order & Receive creates a CI * Configuration
Task 2. Configure Item
3. Install cmdb_ci
 3a Service Catalog Data Model Extensions
Catalog Item
(sc_cat_item)

Configuration Item Product Model Product Catalog

Hardware Catalog
cmdb_ci cmdb_model Item
pc_hardware_cat_item
(pc_product_cat_item)

Hardware Model Software Catalog

Business Service (pc_product_cat_item )
Vendor Catalog
cmdb_hardware_product_model
cmdb_ci_service Item
pc_vendor_cat_item

Service Offering
Record Producer
service_offering
sc_cat_item_producer
Task
task

Request
sc_request
Content Item
sc_cat_item_content

Requested Item
sc_request_item Wizard Launcher
sc_cat_item_wizard

Approval Group Order Guide

sysapproval_group sc_cat_item_guide

Business Service
Approval (user)
Catalog Entry
sysapproval_approver
sc_cat_item_service

Catalog Task
sc_task
 3b Service Portfolio Management Data Model

Business Process
cmdb_ci_business_process
Is enabled
by

Enables
Business Service
Business Service
Catalog Entry
cmdb_ci_service
sc_cat_item_service

In Scope
service_in_scope
Out of
Scope
service_out_scope Parent

Service Scope Service Offering

service_scope service_offering

Service SLA Results

Subscribed by
service_sla_result
Service Commitments Location
service_offering_commitment service_subscribe_location Subscribed by
Subscribed by
User
Group service_subscribe_sys_user
service_subscribe_sys_user_grp Subscribed by
Commitments Department
Contract service_subscribe_department
Outages During Service Availability service_commitment ast_contract
Interval (calculated) service_availability

Group Location Department User

Outages SLA sys_user_group cmn_location cmn_department sys_user
service_availability contract_sla

Vendor Credit
vndr_credit
Task Outage Link
task_outage
Schedule
cmn_schuedule

Incident
incident
 CMDB Data Model
4

User Location

Business Group
Process Access
provided by Is member of
Is enabled
by Provides
access to Data
Contains Center
Enables
Depends on Computer Cools Room
Business Email Room AC
Service Application Exchange
Used by
Runs on Network
Switch Computer Located
Cooled by Room in
Used by Exchanges
Bus iness
data with
Service
Runs Server Houses
Catalog Exchanges
Depends on Sends
Entry Located
data with data to Storage
BlackBerry in
Catalog Business Device
Receives
Item Service BES data from Zone
Depends on
Zone
Used by Application
Depends on contains
Runs on

Located
SLA In Rack in Zone
Service - International Runs Rack Contains Rack
Offering Server
- Local Powered by
Hosts

Hosted on
Database Powers Circuit Fed by
Service
M
Service Service
Offering Service
Subscription Subscription Used by
Service Availability
by Location by User
Commitments

Depends on Feeds
MSFT UPS
Provides SQL
DR for Instance
Service
Commitment Outages

DR
Provided by

Location User
Server
DR
3
4
 4a CMDB Hardware Data Model Extensions Serial Number
Configuration Item cmdb_serial_number
cmdb_ci

Storage Area Computer Communication

Storage Device Storage Controller Network Adapter Memory Module Hardware Accessory IP Phone
Network Peripheral Device
cmdb_ci_storage_device cmdb_ci_storage_controller cmdb_ci_network_adapter cmdb_ci_memory_module cmdb_ci_hardware cmdb_ci_acc cmdb_ci_ip_phone
cmdb_ci_san cmdb_ci_peripheral cmdb_ci_comm

Fibre Channel
Port
cmdb_ci_fc_port

Disk Printer Network Gear Mass Storage Out-of-Band Device

SAN Disk Computer UPS PDU
cmdb_ci_disk cmdb_ci_san_disk cmdb_ci_printer cmdb_ci_netgear
Device cmdb_ci_computer cmdb_ci_ups cmdb_ci_pdu cmdb_ci_outofband_device
cmdb_ci_msd

Fibre Channel
Storage Disk iSCSI Disk IP Firewall IP Switch IP Router Server
Disk cmdb_ci_ip_firewall
cmdb_ci_storage_disk cmdb_ci_iscsi_disk cmdb_ci_ip_switch cmdb_ci_ip_router cmdb_ci_server
cmdb_ci_fc_disk

Storage Switch Virtualization Server OS/X Server Windows Server Linux Server
Storage Server
cmdb_ci_osx_server cmdb_ci_win_server cmdb_ci_linux_server
cmdb_ci_storage_switch cmdb_ci_vcenter_server_ob j cmdb_ci_storage_server

IBM Mainframe LPAR IBM Mainframe Netware Server UNIX Server CIM Server Load Balancer
cmdb_ci_mainframe_lpar cmdb_ci_mainframe cmdb_ci_netware_server cmdb_ci_unix_server cmdb_ci_cim_server cmdb_ci_lb

Vmware vCenter Server F5 BIG IP

Hyper-V Server AIX Server HP Server Solaris Server
Object cmdb_ci_lb_bigip
cmdb_ci_hyper_v_server cmdb_ci_aix_server cmdb_ci_hpux_server cmdb_ci_solaris_server
cmdb_ci_vcenter_server_ob j

ESX Server
cmdb_ci_esx_server
 Configuration Item 4b CMDB Application Data Model Extensions
cmdb_ci

Running Process CI Relationships

cmdb_running_process cmdb_rel_ci

Application SNC Component CIM Profile

cmdb_ci_appl cmdb_ci_snc_component cmdb_ci_cim_profile
TCP Connection TCP Connection
cmdb_tcp cmdb_tcp_connection

Load Balancer Management Server

Web Application Web Service Web Site Custom Application WBEM Service
Application cmdb_ci_config_automation_
cmdb_ci_web_application cmdb_ci_web_service cmdb_ci_web_site sys_app cmdb_ci_wbem_service
cmdb_ci_lb_appl server

Exchange Service
Application Server Infrastructure Service Component
cmdb_ci_app_server cmdb_ci_infra_service cmdb_ci_exchange_service
_component

Exchange Client Puppet Master

Tomcat JavaServer Directory Server Email Server
Access Server cmdb_ci_config_automation_
cmdb_ci_app_server_tomcat cmdb_ci_app_server_java cmdb_ci_directory_server cmdb_ci_email_server
cmdb_ci_exchange_cas server

Exchange
Mailbox Server
cmdb_ci_exchange_mailb
JBoss Domino LDAP Server FTP Server ox_server
cmdb_ci_app_server_domino cmdb_ci_app_server_domino cmdb_ci_infra_service_ldap cmdb_ci_ftp_server

Exchange Edge
Transport Server
cmdb_ci_exchange_edge
_transport_server
IBM Websphere BEA Weblogic Web Server IP Server
cmdb_ci_app_server_websphere cmdb_ci_app_server_weblogic cmdb_ci_web_server cmdb_ci_ip_server

Exchange Hub
Transport Server
cmdb_ci_exchange_hub_
transport_server
 Configuration Item 4c CMDB Database & Software Data Model Extensions
cmdb_ci

Application Database Patch Software Software Instance

(cmdb_ci_appl) cmdb_ci_database cmdb_ci_patches cmdb_ci_spkg cmdb_software_instance

Oracle Database
Database Instance Database Catalog
Listener
(cmdb_ci_db_instance) cmdb_ci_db_catalog
cmdb_ci_db_ora_listener

Oracle SQL Instance MSFT SQL Instance MSFT SQL Catalog Oracle Catalog Desktop Software
cmdb_ci_db_ora_instance cmdb_ci_db_mssql_instance cmdb_ci_db_mssql_catalog cmdb_ci_db_ora_catalog cmdb_ci_desktop_software

DB2 Instance Notes Instance Sybase Catalog MySQL Catalog

cmdb_ci_db_db2_instance cmdb_ci_db_notes_instance cmdb_ci_db_syb_catalog cmdb_ci_db_mysql_catalog
Infrastructure Software
cmdb_ci_inf_software

MongoDB Instance MySQL Instance

cmdb_ci_db_mongodb_instan DB2 Catalog
cmdb_ci_db_mysql_instance
ce
cmdb_ci_db_db2_catalog
Application Software
cmdb_ci_application_software

HBase Instance PostgreSQL Instance

cmdb_ci_db_hbase_instance cmdb_ci_db_postgresql_instance
 4d CMDB Virtualization Data Model Extensions
Configuration Item
cmdb_ci

Application Virtual Machine Object

cmdb_ci_appl cmdb_ci_vm_object

Vmware vCenter Virtual Machine Virtual Machine VMware vCenter

Virtual Machine KVM Object Hyper-V Object
Instance Template Instance Object
cmdb_ci_vm cmdb_ci_vm_template cmdb_ci_vm_instance
cmdb_ci_kvm_object cmdb_ci_hyper_v_object
cmdb_ci_vcenter cmdb_ci_vcenter_object

VMware Hyper-V Resource

VMware Virtual EC2 Virtual Machine VMware vCenter VMware vCenter Storage Pool Pool
cmdb_ci_vm_vmware
Machine Template Instance Cluster Network cmdb_ci_kvm_storage_pool cmdb_ci_hyper_v_resource
cmdb_ci_vmware_template cmdb_ci_ec2_instance cmdb_ci_vcenter_cluster cmdb_ci_vcenter_network

Parallels
cmdb_ci_vm_parallels Hyper-V Virtual VMware vCenter VMware vCenter Network Hyper-V Cluster
Machine Instance Folder Datacenter cmdb_ci_kvm_network cmdb_ci_hyper_v_cluster
cmdb_ci_hyper_v_instance cmdb_ci_vcenter_folder cmdb_ci_vcenter_datacenter

vCenter Folder
Type
Zones VMware vCenter Storage Volume Hyper-V Network
vmware_vcenter_folder_ VMware Virtual
cmdb_ci_vm_zones type_m2m ESX Resource Pool Datastore cmdb_ci_hyper_v_network
Machine Instance cmdb_ci_esx_resource_pool
cmdb_ci_kvm_storage_volume
cmdb_ci_vmware_instance cmdb_ci_vcenter_datastore

KVM Virtual Hyper-V Resource

KVM Device Solaris Virtual Pool Component
KVM Virtual Machine cmdb_ci_hyper_v_rpool_comp
cmdb_ci_kvm cmdb_kvm_device Machine Instance Instance
cmdb_ci_solaris_instance cmdb_ci_kvm_vm_instance
 Configuration Item 4e CMDB High Availabilty Data Model Extensions
(cmdb_ci)

Storage Pool Load Balancer Load Balancer

Storage File Share Member SAN Zone SAN Endpoint Cluster Virtual IP Cluster Resource VLAN
Service
cmdb_ci_storage_fileshare cmdb_ci_san_zone cmdb_ci_san_endpoint cmdb_ci_cluster_vip cmdb_ci_cluster_resource
cmdb_ci_pool_member cmdb_ci_lb_service cmdb_ci_lb_vlan

Cluster Node Load Balancer

Storage Port SAN Zone Alias Cluster
SAN Fabric cmdb_ci_cluster_node Interface
cmdb_ci_storage_port cmdb_ci_san_zone_alias cmdb_ci_cluster
cmdb_ci_san_fabric cmdb_ci_lb_interface

Storage Volume SAN Zone Alias Load Balancer Pool Load Balancer
cmdb_ci_storage_volume Member SAN Connection Member Pool
cmdb_ci_san_zone_alias_ cmdb_ci_san_connection cmdb_ci_lb_pool
cmdb_ci_lb_pool_member
member

Load Balancer Load Balancer

Storage HBA Service VLAN
SAN Zone Member VLAN Interface
cmdb_ci_storage_hba SAN Zone Set cmdb_lb_service_vlan
cmdb_ci_san_zone_memb cmdb_lb_vlan_interface
cmdb_ci_san_zone_set
er

Storage Pool
cmdb_ci_storage_pool

Windows Cluster Windows Cluster

Multipath IO Pool RAID Multipath IO Pool RAID Member Windows Cluster Resource Node
cmdb_ci_mpio_pool cmdb_ci_raid cmdb_ci_mpio_pool_member cmdb_ci_raid_member cmdb_ci_win_cluster
cmdb_ci_win_cluster_resource cmdb_ci_win_cluster_node
 4f CMDB Network Data Model Extensions

Configuration Item
(cmdb_ci)

Network Virtual Private

IP Network Network Traffic IP Device IP Address DNS Name
Infrastructure Item Network
cmdb_ci_ip_network cmdb_ci_net_traffic cmdb_ci_ip_device cmdb_ci_ip_address cmdb_ci_dns_name
dscy_net_base cmdb_ci_vpn

IP Address to DNS
Name
cmdb_ip_address_dns
_name

Switch Forwarding Next Hop Routing Exit Interface Routing

Router Interface Switch Partition Switch Port Wire
Rule Rule Rule
dscy_router_interface dscy_swtch_partition dscy_switchport dscy_net_wire
dscy_swtch_fwd_rule dscy_route_next_hop dscy_route_interface
 4g CMDB Other Data Model Extensions

Configuration Item
cmdb_ci

Disk Partition File System Print Queue IP Service Instance Tomcat Connector Websphere Cell
cmdb_ci_disk_partition cmdb_ci_file_system cmdb_ci_print_queue cmdb_ci_ip_service cmdb_ci_tomcat_connector cmdb_ci_ip_websphere_cell

Printer Instance Printer Instance

cmdb_print er_instance cmdb_print_queue_instance IP Service
cmdb_ip_service

Printer Supplies
discovery_printer_supplies
Services
cmdb_ip_service_ci

NFS File System UNIX Daemon

cmdb_ci_file_system_nfs cmdb_ci_unix_daemon

SMB File System Windows Service

cmdb_ci_file_system_smb cmdb_ci_windows_service

NAS File System

cmdb_ci_nas_file_system
 4h CMDB Service Data Model Extensions

Configuration Item
cmdb_ci

Environment
Business Process Business Service Group cmdb_ci_environment
cmdb_ci_process cmdb_ci_service cmdb_ci_group

Group Relationship
Service Offering cmdb_rel_group
service_offering
 4i CMDB Physical Infrastructure Data Model Extensions

Configuration Item
(cmdb_ci)

Facility Hardware Data Cemter UPS Outlet Circuit

cmdb_ci_facility_hardware cmdb_ci_datacenter cmdb_ci_ups cmdb_ci_pdu_outlet cmdb_ci_circuit

Computer Room UPS Output

Building HVAC Equipment Fuel Tank cmdb_ci_computer_room cmdb_ci_ups_output
cmdb_ci_building_facility cmdb_ci_hvac cmdb_ci_fuel_tank

Data Center Zone

cmdb_ci_zone
UPS Bypass
Power Equipment Tower Equipment cmdb_ci_ups_bypass
cmdb_ci_power_eq cmdb_ci_tower_eq

Rack
cmdb_ci_rack
UPS Alarm
cmdb_ci_ups_alarm

Automatic Transfer Tower

Power Generator
Switch cmdb_ci_tower_eq
cmdb_ci_generator_power_eq
cmdb_ci_ats_power_eq

UPS Input
cmdb_ci_ups_input

Tower Beacon
Surge Suppression Direct Current Plant cmdb_ci_beacon_tower_eq
Equipment Equipment
cmdb_ci_surge_power_eq cmdb_ci_dc_plant_eq_power_eq

Tower Light Controller

cmdb_ci_twr_light_cnt_tower_eq

Uninterruptible Power Direct Current Plant

Supply Battery Bank
cmdb_ci_ups_power_eq cmdb_ci_dc_plant_battery_pwr

Tower Lights
cmdb_ci_tower_light_tower_eq
 5 Asset Data Model
Transfer
Order Hardware With the Aspen version and earlier the CMDB
Model was used for both CI and asset information.
Catalog cmdb_hardware_pr
Transfer Item oduct_model This was accomplished by having two views
sc_catalog_item
Order of the same record with different attributes
Line Software (and related lists) displayed
Model
cmdb_software_pro
Depreciation duct_model
Asset View CI Class Specific View
(Financial Attributes) (Configuration attributes)
Product - Assigned to - OS
Applic ation
Model - Cost - RAM
Model
cmdb_product - Disk capacity
cmdb_application_pr - Purchase date
oduct_model - PO number - Software version
Stock Room - invoice number And Relationship to other CI’s
Rule - warranty expiry - Depends on
Consumable Model
Model cmdb_consumable_ - Used by
Component product_model - DR provided by

Stockroom

Model
Category
cmdb_model_cate
Configuration
gory Item
Hardware cmdb_ci

Asset Asset
Class alm_hardware

Software Asset
Asset Asset Entitlement
alm_entitlement_asset
alm_asset alm_license License
Entitlement
alm_entitlement
User
Consumable Entitlement
alm_consumable
alm_entitlement_user
Cost
Company Location Center User
cmn_location SLA
core_company cmn_cost_ce sys_user
nter Facility
alm_facility

Lease
ast_lease
Contract
Service
Contract
ast_service

The Contract table has also been extended to

Assets Warranty
Covered ast_warranty
support different types of contracts
 5a Hardware Asset Data Model

CMDB CI Class

Asset Class

Hardware Model Location

Model Category cmn_location
cmdb_hardware_product_
cmdb_model_category
model

Depreciation Configuration
Manufacturer cmdb_depreciation Hardware Item
core_company alm_hardware
cmdb_ci

Fixed Asset to
Cost Center Asset Allocated to
m2m_fixed_as
cmn_cost_cener set_to_asset

Asset Entitlement Licensed by Software License

alm_entitlement_asset alm_license
Asset Covered
clm_m2m_contract_asset

Contract Model
cmdb_contract_product_mo
Contract Model Contract
del (ast_contract)
 5b Software Asset Data Model

Asset Covered
clm_m2m_contract_asset

Software License
Manufacturer Software Discovery
Calculation
core_company Model
cmdb_sw_license_calculation Contract
ast_contract cmdb_sam_sw_discovery_model

Model Category Software Model

cmdb_model_category cmdb_software_product_model

Software
Software Usage
Software Counter Installation
cmdb_sam_sw_usage
sam_sw_counter cmdb_sam_sw_install

Software Counter
Result
sam_sw_counter_summary

Software Counter
Summary
sam_sw_counter_summary

Software Counter
Software License Detail
sam_sw_counter_detail
alm_license

Licensed by Installed on

Asset Entitlement Accessed

alm_entitlement_asset Allocated to Computer from
cmdb_ci_computer

User

User Entitlement Assigned User

alm_entitlement_user to sys_user
 5c Contract Data Model

Service Contract Cost Center

ast_service cmn_cost_center
Manufacturer
core_company

Contract Model
Vendor
cmdb_contract_product_model
Model Category core_company
cmdb_model_category

Contract User
Contract Model
ast_contract sys_user
Contract Administrator
Terms & Conditions
clm_m2m_contract_and_terms
Asset Covered
clm_m2m_contract_asset Users Covered
clm_m2m_contract_user
Contract Used by
ast_contract_instance

Terms & Configuration Contract Rate

Asset User Expense Lines
Conditions Item Card
alm_asset sys_user fm_expense_line
clm_terms_and_conditions cmdb_ci fm_contract_rate_card
 6a Model Management Data Model

Configuration Item Computer Software Installation

cmdb_ci cmdb_ci_computer cmdb_sam_sw_install

Asset Hardware Asset Software License Consumable Asset Contract

alm_asset alm_hardware alm_license alm_consumable ast_contract

Product Model Hardware Model Software Model Consumable Model Application Model Contract Model
cmd b_prod uct_model cmdb_hardware_product_model cmdb_software_product_model cmdb_consumable_product_model cmdb_application_product_model cmdb_contract_product_model

Manufacturer
core_company
Model Category
cmdb_model_category
 6b Model Management Table Extension

Configuration Item
cmdb_ci

Hardware Software Package Application

cmdb_ci_hardware cmdb_ci_spkg cmdb_ci_appl

Computer
cmdb_ci_computer

Asset
alm_asset

Hardware Asset Software License Consumable Asset

alm_hardware alm_license alm_consumable

Product Model
cmdb_model

Hardware Model Software Model Consumable Model Application Model

cmd b_hard wa re_prod uct_model cmd b_software_prod uct_model cmd b_consumable_prod uct_model cmd b_app lica tion_prod uct_model

Contract Model Service Order Model Service Task Model

cmd b_contract_prod uct_model cmd b_service order_prod uct_model cmd b_service task_prod uct_model

Facilities Request Model Facilities Request Task Model

cmd b_facr eq_prod uct_model cmd b_factask_prod uct_model
 7 IT Cost Management Data Model

A rate is defined to a specific task type (ie

routine change request costs $150

Task Task Rate Card Business Depends Allocation Units

task fm_task_rate_card Expense is created Service on Allocation_unit
based on the fixed Business
fee based on task Service
or Allocation unit
rate card Expense
Lines records define the
Used capacity and usage
Time Worked Labor Rate Card
by Application Runs on of a business
task_time_worked fm_labor_rate_card
Expense is created service.
based on the
Incident has workers bill rate or
fixed fee based on Based on
a task time User task rate card CMDB Relationship Server
worked for 1 sys_user
Billable Rate Runs
aggregation Relationship Path
hour
fm_relationship_path

Defines which CIs to Distribution Cost Generates

Expense Lines
distribute a distribution Rule expense lines
fm_expense_line
cost to fm_distribution_cost_rule for each CI
Defines how to process Department
Expense Allocation expense lines to assign department
Generated Rule them to a business entity
Costs to be distributed at some fm_expense_allocation_rule
Distribution (ie user, group, or
as expense lines to interval (ie
Units department)
multiple CIs based on Distribution Cost monthly)
fm_distribution_units
some logic ie. Data fm_distribution_cost based on
center or Site License current CI
costs Costs Cost Center
cmn_cost_center
Expense Allocation
Configuration (CI) Rate Card CI fm_expense_allocation
Item Costs Creates Rate Card
cmdb_ci fm_ci_rate_card_cost fm_ci_rate_card
Snapshot of current expenses for
Collection of cost related Fixed, recurring, a business service, by cost type Associate a Budget Cost
entries associated to a and depreciation Used to allocate expenses to cost budget to one Center
Asset group of configuration items cost entries for a centers or other business entities or more cost fm_budget_cost_cetner
alm_asset Could define multiple types individual CI or a CI centers
(budget, forecast, actual model

Creates

Assets Contract Contract Rate Budget

Covered ast_contract
Card fm_budget
fm_contract_rate_card

Track planned,
actual, and projected
expense allocations
 7b IT Cost Management Data Model Rate Extensions &
Expense Line Relationships

Configuration
Item
cmdb_ci

Task
Rate Card task
fm_rate_card

Expense Lines
fm_expense_line

Labor Rate Card

fm_labor_rate_card
Cost Center
cmn_cost_center

Task Rate Card

fm_task_rate_card
Contract
ast_contract

CI
Rate Card
fm_ci_rate_card Asset
alm_asset
User
sys_user

Distribution Cost
Rate Card fm_distribution_cost
(Recurring)
fm_recurring_rate_card
Fixed AssetS
alm_fixed_assets
Contract Rate
Card
fm_contract_rate_card

(CI) Rate Card

Costs
fm_ci_rate_card_cost
 8 Service Level Agreement Data Model

Service
Contract
Company ast_service
(core_company)

Contract CI Assets Covered Contract Locations Contract User

User (contract_rel_location) (contract_rel_user)
(contract_rel_ci) (clm_m2m_contract_asset)
(sys_user)
Child
Contracts
Contract SLA
contract_rel_contract_sla

Configuration User Contract Rate

Task Asset Location Contract
Item sys_user
Card
(task) alm_hardware cmn_location ast_contract
cmdb_ci fm_contract_rate_card

Task SLA
task_sla SLA Relative
contract_sla
Duration Business
cmn_relative_duration Service
cmdb_ci_service
Metric Expense Line
Metric Instance
Definition metric_instance fm_expense_line
metric_definition (service_subscribe_location)

Schedule
cmn_schuedule Service
SLA Offering (service_subscribe_sys_user)
Conditions service_of fering
sla_condtion_class
Child Schedule Service
cmn_other_schedule Referenced by Commitment
cmn_other_schedule service_commitment

Service
Schedule Entries Offering SLA
cmn_schuedule_span Results
service_sla_result
 9 Knowledge Management Data Model

KB
Creates Task
Submission
task
kb_knowledge

Creates
User
sys_user

Roles Source
sys_user_role

Knowledge
Author Article CMDB CI
kb_knowledge

Configuration
Document Knowledge Record Knowledge Related to Products
Item
dms_document m2m_document_knowledge m2m_kb_ci
cmdb_ci

Knowledge Applied to Tasks Task

m2m_kb_task task

Knowledge Knowledge
Content Item
Feedback Use
sc_cat_item_content
kb_feedback kb_use

Knowledge Management Data Model Extensions

Knowledge Policy
Article grc_policiy
kb_knowledge

KB
Task
Submission
task
kb_knowledge
 10a Work Management Data Model

Company
(Customer)
Company core_company
(Primary) Department Vendor
core_company cmn_department core_company

User
sys_user Location User
cmn_location (Caller)
sys_user
Service
Contract
ast_contract
Has roles
Groups covering:
Roles Qualifier
sys_user_role Dispatch
Assignment Task SLA SLA Contract SLA
Has Skills (sys_group_covers_location) Work Order
(task_sla) contract_sla (contract_rel_contract_sla)
(sys_user_has_skill)
Has roles wm_order
Asset Covered
Is member of (clm_m2m_contract_asset)
(sys_user_grmember) A rate is defined to a specific task type (ie
Group routine move task costs $150
sys_group

Work Task Task

wm_task Rate Card Expense is created
Skills Group has
cmn_skill skills Affected CI based on the fixed
(wm_m2m_order_affected_ci) or fee based on task
Affected CI rate card
(wm_m2m_order_affected_ci)

Task Time Labor

Model Category Configuration Part Rate Card
Worked
cmdb_model_category Item Requirement
Product task_time_worked
cmdb_ci wm_part_requirement
Model Expense is created
cmdb_model Asset Usage based on the
wm_asset_usage)
Billable workers bill rate or
User Rate fixed fee based on
(sys_user) task rate card

Expense
Asset
Transfer Order Location Lines
alm_asset
alm_transfer_order cmn_location fm_expense_line

Transfer
Order Line Stockroom
From
(alm_transfer_order alm_stockroom Stockroom
_line) To Type
alm_stockroom_type
 10b Work Management Group Data Model

Group
(Initiator)
Group
sys_user_group
(Qualifer)
sys_user_group Group
(Dispatcher)
sys_user_group

Locations
Dispatches Work Group
Locations Covered
(wm_m2m_group_dependency)
Covered Covered by Dispatch Group

Locations
Covered Group
(Work)
sys_user_group

Location Locations
cmn_location Covered

Has Skills
(sys_group_has_skill)
Is member of
(sys_user_grmember)
Has roles
Department (sys_group_has_role)
cmn_department

User
sys_user

Reports to
Has roles Roles
Skill Has Skills
(sys_user_has_role) sys_user_role
cmn_skill (sys_user_has_skill)

Contained Skills
(cmn_skill_contains)
 11 IT Governance, Risk & Compliance Data Model

Entity
grc_entity
Authoritative
Source
(ast_service)

m2m_policy_entity m2m_policy_authoritative_source
m2m_auth_src_con_auth_src_con

Authoritative Source
Policy m2m_policy_auth_src_content Content
grc_policy grc_authoritative_src_content

Audit Definition
Requirements
m2m_risk_policy m2m_control_policy contract_sla
m2m_control_auth_src_content

m2m_audit_def_requirement

Risks Controls Audit Instances Audit Definition

m2m_risk_control Creates
grc_risk grc_control grc_audit grc_audit_definition

Risk Criteria
grc_risk_criteria Control Test
Definition
grc_control_test_definition Audit
Condition Activity Requirements
Collections grc_activity
Observations
grc_audit_requirement
grc_condition_collection grc_observation
Creates
Risk Approach
Rules
grc_risk_approach_rules Control Test
Instance
grc_control_test
Conditions
grc_condition

Remediation
grc_remediation
 12a Project & Portfolio Management Data Model

Porfolio Projects
pm_portfolio

Portfolio Project SLA

Projects Project pm_project_sla
(deprecated) pm_project
Project View
pm_m2m_portfolio_project Project Metric
pm_project_metric

Project Task
Portfolio Project SLA
Project Task pm_project_task_sl
pm_portfolio_project
pm_project_task a
Project Task
Successor Metric
pm_project_task_m
etric
Predecessor
Planned Task
Portfolio Project Relationships
Goal Actual Goal planned_task_rel_plann
goal Goal pm_portfolio_goal ed_task

Project Task Task Time

Time Card
Link Worked
time_card
task_time_worked
pm_project_task_link

Risk Portfolio Project Portfolio Project

Actual Group Resource
risk Risk Group
Risk pm_portfolio_group_res group_resource
pm_portfolio_risk
ource

Change Request
change_request
Portfolio Project Portfolio Project
Resource User Resource
Issue
pm_portfolio_user_reso user_resource
pm_portfolio_issue
urce
 12b Resource Management Data Model

User
sys_user

Task
task
Has roles

Roles
sys_user_role

Has roles
Resource
Is member of or Plan
sys_user_grmember resource_plan
Group

Task Time
Worked
task_time_worked

Resource
Resource Report
Allocation resource_report
resource_allocation

Time Card
time_card

Type

Resource
Event
resource_event
 12c Demand Management Data Model

Porfolio User
Owner
pm_portfolio sys_user Source

Configuration
Item
Demand cmdb_ci
dmn_demand

Demand Stakeholder
dmn_m2m_demand_stakeholder

Stakeholder Assessment
Register Requirement Risk Decision Resource Plan
Category Result
dmn_stakeholder_ dmn_requirement risk dmn_decision resource_plan
asmt_category_result
register

Assessment Assessment y category

Bubble Chart Assessment
Group Metric Type x category
asmt_bubble_chart Metric Category
asmt_assessment asmt_metric_type
z category asmt_metric_category

Assessable Record
Assessment asmt_m2m_category_assessment

Instance Assessment Assessment

asmt_assessment_inst Metric Result
Metric Definition Metric
ance asmt_metric_result
asmt_metric_definition asmt_metric

Assessable
Record
asmt_assessable_reco
rd

Assessment
Instance Question
asmt_assessment_instanc
e_question
 13 Structured Problem Analysis (powered by Kepner-Tregoe)

Incident Problem
incident problem

Source

Source

Confirmation
Problem method
Analysis kt_cause_confirmation
_method
kt_problem_analysis
Specify
Problem
kt_problem_area

Distinction &
Cause
Change
kt_distinctions_changes
kt_cause Cause
Evaluation
kt_cause_evaluation

WHAT WHERE WHEN EXTENTS

Where How Many

What Object Geographically When First
Objects
kt_01_what_object kt_03_where_geograp kt_05_when_first
kt_08_extent_objects
hically

What Deviation Where On What Is The Size

kt_02_what_deviation When Since kt_09_extent_size
Object
kt_06_when_since
kt_04_where_object

How Many
When In Life Deviations
Cycle kt_10_extent_deviations
kt_07_when_lifecycle

What Is The
Trend
kt_11_extent_trend

This line type Indicates a
self referential link from a
Connector from bottom indicates record in user table to
link to another table through Department another record in the same
Related Lists table
(ie Manager)
User
Border & connecting line indicate method of record
creation in CMDB:
Discoverable by ServiceNow Discovery
Manually input (or imported)
Must first configure CI Classifier then can discovered
Populated by BDNA Technopedia integration
C Calculated based on other values in ServiceNow
CE Calculated based on external alerts received

Exchange Example
Application names in
Reports to
This line type indicates a one-to -many Runs on purple
Printer
relationship Instance
Has roles Roles
(ie. a department can have many users but a
Runs
user can only be linked to one department) Server
Objects with no
color or light
green are This line type indicates a
Connector to side or top indicates link to This line type indicates a many-to-many supporting Upstream CI Relationship.
another table through field on the form relationship using an intermediary M2M table tables not There will be a reciprocal CI
(ie. user can have multiple roles and each role extended from Relationship for Downstream.
can be assigned to multiple users) CMDB data Red indicates discoverable,
model otherwise it is manual

This line type indicates extending a table.

When a table is extended from another Record Incident
Creates
table, a new view is created with all the Producer
Task Incident
fields of the parent. Additional fields can be
added to the extended table without
affecting the parent
- Opened by
- Assigned to Problem
- Assignment Group
- Company This line type Indicates another record is
created as a result of a UI Action, Business
Indicates fields referenced from this - Opened by
Rule or Workflow
data model to other data models (ie the - Assigned to
Task table references fields in the - Assignment Group
- Company
Organizational Data Model)
Note: the text color matches that of the other Data Model
- Caller
- Category