ServiceNow Data Model v2.7

High Level ServiceNow Data Model Relationships

2 Task Data Model

Catalog Task Approval Task

Content Item

Knowledge Data Model

Business Service

Affected Products

Service Catalog Data Model

Available for

Caller Requested by Assigned to Location

Task Cards Affected CI Impacted Service

Requested by Requested for

1

Expense Allocation

IT Cost Management Data Model

4 CMDB Data Model

CI Cards

7 Cost Center Department

Measures Service Contract Users Levels provided Contract Locations

Supported by Approval Group Managed by

Expense Line

Organizational Data Model

8

9

3

Expense Line CI linked to Asset

Assigned to Owner Location Chargeback to

SLA Data Model

5 Asset & Contract Data Model

Assets Covered

6 Model Category

Model Data Model

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 sys_user_grmember

Has Skills sys_group_has_skill

Has roles sys_group_has_role

Group sys_user_group

Types (examples) Support (ActionCentre) Access Access (DL, Security) Security) Catalog: (Approval) Change (CAB)

2

Task Data Model Extensions

Incident incident

Task

Audit O bservations bservations Problem

task

problem

- Knowledge - Location - Made SLA - Number - Opened - Opened by - Order - Parent - Priority - Reassignment Count - SLA due - Service offering - Short Description - Skills - State - Sys ID - Task type - Time worked - Updated - Updated by - Updates - Upon approval - Upon reject - Urgency - User input - Watch list - Work end - Work notes - Work notes list - Work start - Questions - Label

Requirements

problem_task

Fields defined at task level (inherited by all extended tables)

- Active - Activity Due - Additional Comments - Approval - Approval History - Approval set - Assigned to - Assignment Group - Business Duration - Close Notes - Closed - Closed by - Comments & Work notes - Company - Configuration Item - Contact Type - Contract - Correlation ID - Correlation display - Created - Created by - Delivery plan - Delivery task - Description - Domain - Due date - Duration - Escalation - Expected start - Follow up - Group list - Impact

grc_observation

Problem Task

grc_audit_requirement

Change Request IMAC

Change Request change_request

Group Approval

Activity grc_activity

change_request_imac

sysapproval_group

Change Phase change_phase

Change Task change_task

Demand dmn_demand

Request sc_request

Requested Item sc_req_item

Catalog Task sc_task

KB submission kb_submission

Work Order wm_order

Loaner Request Request loaner_request

Work Task wm_task

Ticket ticket

Issue Facilities Request Request

issue

facilities_request

Chat Queue Entry

Service Order

chat_queue_entry

sm_order

HR Case hr_case

Private Task vtb_task

Planned Task planned_task

See next page

Service Task

Facilities Request Task

sm_task

facilities_request_task

HR Task hr_task

2

Planned Task Data Model E xtensions

SCRUM Release rm_release_scrum

Phase Task

Planned Task

task

planned_task

rm_release_phase

Release

SDLC Release

SCRUM Release

rm_release_sdlc

rm_sprint

rm_release

- Actual Cost - Actual Duration - Actual Effort - Budget Cost - Critical Path - Estimated Cost - HTML Description - Level - Percent Complete - Planned Duration - Planned Effort - Planned End Date - Planned start date - Remaining Duration - Remaining Effort - Rollup - Subtree root - Time Constraint - Top Task - WBS - WBS Order

Epic Enhancement

Feature

rm_epic

rm_enhancement

rm_feature

Story rm_story

Defect rm_defect

Testing task

Product

rm_test

rm_product

Documentation task Release Task

rm_doc

SCRUM Task

rm_task

rm_task_scrum

Test Plan tm_test_plan

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 - Assigned to - Assignment Group - Closed by - Location - Company - Configuration Item

Problem Root Cause Analysis

Affected CI

Configuration Item cmdb_ci

Problem Business Service Change

Change Impact Assessment

Impact Services Affected CI

cmdb_ci_service


Change Task Approval Request

Request Part of Requested Item Catalog Task KB submission

cmdb_ci_service


Knowledge Article kb_knowledge

Planned Task

Create new

Business Service

Project

Related to


Affected CI

pm_project

Business Service

Product rm_product

cmdb_ci_service

Release rm_release

Affected CI

Application cmdb_ci_apl

2a

Incident Management Data Model

User (Caller) sys_user

Location

Group

cmn_location

sys_group

Business Service cmdb_ci_service

Caused by Change Change change


Categorization

Incident incident

Resolved by Problem problem Affected CI task_ci

Metric Definition metric_definition

Metric Instance

Task SLA

metric_instance

task_sla


2b

Problem Management Data Model

Group sys_group

User sys_user

Assignment Group Assigned to Configuration Item cmdb_ci

Incident

Problem

incident

problem

Categorization

Problem Task problem_task

Affected CI task_ci


Metric Instance

Task SLA

metric_instance

task_sla


Change change

2c

Change Management Data Mo del

Location

Group

cmn_location

sys_group

User sys_user

Assignment Group Requested by Categorization

Configuration Item

Change Request

cmdb_ci

change

Conflicts conflict

Incident c aused by

Affected CI task_ci Impacted Services/CIs task_cmdb_ci_service

Change Phase change_phase

Approvers

Problem

Release

sysapproval_approver

problem

rm_release

Other task tables linked to Change Request

Configuration Item

Business Service

cmdb_ci

cmdb_ci_service

Other m2m Affected record links Affected Groups (task_group) Affected Locations (task_location) Affected Cost Centers (task_cost_center )

Change Management - Change Request - IMAC Incident Management - Incident - Issue Problem Management - Problem Task - Problem Analysis (KT Plugin) Request Fulfillment - Catalog Task Field Service Management - Work Order - Work Order Task

Release Management - Implemented by Release - Release Phase - Feature (Release) - SDLC Release (SDLC) - Enhancement (SDLC) - Defect (SDLC) - Documentation Task (SDLC) - Testing Task (SDLC) Project Management - Project - Project Task - Project Task Link Demand Management - Requirement - Decision - Demand

Change Task change_task

Incident incident

2d

Release Management Data Model

Business Service

Group

cmdb_ci_service

sys_group

User sys_user

Product

Assignment group

rm_product

Assigned to

Release

Configuration Item

rm_release

cmdb_ci

Categorization

Parent

Affected CI task_ci

Release Phase rm_release_phase


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

tm_test_case

tm_test_case_instance

Test tm_test

Creates

Release rm_release

Defect rm_defect

Test tm_test_instance

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

Record Producer

Task

sc_cat_item_producer

Incident, Change, Enhancement , Defect, Project etc

Vendor Catalog pc_vendor_cat_tiem

Business Service Catalog Entry

Catalog Item (sc_cat_item)

sc_cat_item_service

Ordered Item Link

Shopping Cart sc_cart

Item

sc_ordered_item_link

sc_cart_item

Request sc_request

Creates

Requested Item sc_request_item

Service Offering service_offering

Grouped together by

Workflow

Workflow Approval Activity

Creates

Approval User sysapproval_ approver

Approval Group

Workflow Task Activity

sysapproval_

group

Creates tasks to fulfill the request

Task

1. Order & Receive 2. Configure 3. Install

When closed it creates a CI *


Service Catalog Data Model Ex tensions

3a

Catalog Item (sc_cat_item)

Configuration Item

Product Model

cmdb_ci

cmdb_model

Hardware Catalog pc_hardware_cat_item

Product Catalog Item (pc_product_cat_item)

Hardware Model

Business Service

cmdb_hardware_product_model

cmdb_ci_service

Software Catalog (pc_product_cat_item)

Vendor Catalog 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

Approval (user)


sysapproval_approver

Catalog Task sc_task

sc_cat_item_service

3b

Service Portfolio Management Data Model

Business Process cmdb_ci_business_process

Is enabled by

Enables Business Service Catalog Entry


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 Service Commitments

Subscribed by Location

service_sla_result

service_offering_commitment

Subscribed by Group

service_subscribe_sys_user

service_subscribe_sys_user_grp

Outages During Interval (calculated)

Service Availability

Commitments

Contract

service_commitment

ast_contract

Subscribed by User

service_subscribe_location

Subscribed by Department service_subscribe_department

service_availability

Outages

SLA contract_sla

service_availability

Vendor Credit Task Outage Link task_outage

vndr_credit

Schedule cmn_schuedule

Incident incident

Group

Location

Department

User

sys_user_group

cmn_location

cmn_department

sys_user

CMDB Data Model

4

User Group

Business Process

Access provided by

Is enabled by

Business Service

Is member of Provides access to

Enables

Application

Used by

Exchange

Depends on

Catalog Item

Business Service

Network Switch

Runs on

BlackBerry

Runs Exchanges data with

Sends data to Receives data from

BES

Depends on Used by

Server

Application

Computer Room

Cooled by

Exchanges data with

Data Center

Contains Cools Room

Computer Room AC

Depends on Email

Used by


Location

Located in

Houses Located in

Storage Device Zone

Zone contains

Depends on Runs on In Rack Rack Contains

SLA

Service Offering

- International - Local

Runs

Server

M Service Availability

Service Subscription by Location

Powers

Database

Service Subscription by User

Depends on

Feeds

MSFT SQL Instance

Outages

DR Provided by Location

Circuit

Fed by

Used by

Provides DR for Service Commitment

Powered by

Hosts

Hosted on Service Offering Service Commitments

Rack

Located in Zone

User Server DR

3 4

UPS

4b


Running Process

CI Relationships

cmdb_running_process

cmdb_rel_ci

CMDB Application Data Model E xtensions

Application

SNC Component

CIM Profile

cmdb_ci_appl

cmdb_ci_snc_component

cmdb_ci_cim_profile

TCP Connection cmdb_tcp

TCP Connection cmdb_tcp_connection

Web Application

Web Service

Web Site

Custom Application

cmdb_ci_web_application

cmdb_ci_web_service

cmdb_ci_web_site

sys_app

Load Balancer Application

cmdb_ci_config_automation_

cmdb_ci_lb_appl

server

Application Server

Infrastructure Service

Exchange Service Component

cmdb_ci_app_server

cmdb_ci_infra_service

cmdb_ci_exchange_service

Management Server

_component

Tomcat

JavaServer

Directory Server

Email Server

cmdb_ci_app_server_tomcat

cmdb_ci_app_server_java

cmdb_ci_directory_server

cmdb_ci_email_server

Exchange Client Access Server

cmdb_ci_config_automation_

cmdb_ci_exchange_cas

server

Exchange Mailbox Server JBoss

Domino

LDAP Server

FTP Server

cmdb_ci_app_server_domino

cmdb_ci_app_server_domino

cmdb_ci_infra_service_ldap

cmdb_ci_ftp_server

cmdb_ci_exchange_mailb ox_server

Exchange Edge Transport Server cmdb_ci_exchange_edge

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

_transport_server

Exchange Hub Transport Server cmdb_ci_exchange_hub_ transport_server

Puppet Master

WBEM Service cmdb_ci_wbem_service

4c


Application (cmdb_ci_appl)

Database Instance (cmdb_ci_db_instance)

CMDB Database & Software Data Model Extensions

Database

Patch

Software

Software Instance

cmdb_ci_database

cmdb_ci_patches

cmdb_ci_spkg

cmdb_software_instance

Oracle Database Listener

Database Catalog cmdb_ci_db_catalog

cmdb_ci_db_ora_listener

Oracle SQL In stance

MSFT SQL Instance

MSFT SQL Catalog

Oracle Catalog

cmdb_ci_db_ora_instance

cmdb_ci_db_mssql_instance

cmdb_ci_db_mssql_catalog

cmdb_ci_db_ora_catalog

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

MongoDB Instance cmdb_ci_db_mongodb_instan

ce

MySQL Instance cmdb_ci_db_mysql_instance

Desktop Software cmdb_ci_desktop_software

Infrastructure Software cmdb_ci_inf_software

DB2 Catalog 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


Application cmdb_ci_appl

Virtual Machine Obj ect cmdb_ci_vm_object

Virtual Machine cmdb_ci_vm

Vmware vCenter Instance

Virtual Machine Template

Virtual Machine Instance

VMware vCenter Object

cmdb_ci_vcenter

cmdb_ci_vm_template

cmdb_ci_vm_instance

cmdb_ci_vcenter_object

VMware

VMware Virtual Machine Template

cmdb_ci_vm_vmware

cmdb_ci_vmware_template

Zones cmdb_ci_vm_zones

VMware vCenter Cluster

VMware vCenter Network

cmdb_ci_ec2_instance

cmdb_ci_vcenter_cluster

cmdb_ci_vcenter_network

VMware vCenter Folder

VMware vCenter Datacenter

cmdb_ci_hyper_v_instance

cmdb_ci_vcenter_folder

cmdb_ci_vcenter_datacenter

VMware Virtual Machine Instance

cmdb_ci_esx_resource_pool

Hyper-V Virtual Machine Instance

vCenter Folder Type vmware_vcenter_folder_ type_m2m

cmdb_ci_vmware_instance

KVM cmdb_ci_kvm

KVM Virtual Device cmdb_kvm_device

Hyper-V Object cmdb_ci_hyper_v_object

EC2 Virtual Machine Instance

Parallels cmdb_ci_vm_parallels

KVM Object cmdb_ci_kvm_object

ESX Resource Pool

Solaris Virtual Machine Instance

KVM Virtual Machine Instance

cmdb_ci_solaris_instance

cmdb_ci_kvm_vm_instance

VMware vCenter Datastore

Storage Pool

Hyper-V Resource Pool

cmdb_ci_kvm_storage_pool

cmdb_ci_hyper_v_resource

Network

Hyper-V Cluster

cmdb_ci_kvm_network

cmdb_ci_hyper_v_cluster

Storage Volume

Hyper-V Network

cmdb_ci_kvm_storage_volume

cmdb_ci_hyper_v_network

cmdb_ci_vcenter_datastore

Hyper-V Resource Pool Component cmdb_ci_hyper_v_rpool_comp

Configuration Item (cmdb_ci)

Storage File Share cmdb_ci_storage_fileshare

4e

CMDB High Availabilty Data Model Extensions

Storage Pool Member

SAN Zone

SAN Endpoint

Cluster Virtual IP

Cluster Resource

cmdb_ci_pool_member

cmdb_ci_san_zone

cmdb_ci_san_endpoint

cmdb_ci_cluster_vip

cmdb_ci_cluster_resource

SAN Zone Alias

SAN Fabric

Storage Port cmdb_ci_storage_port

cmdb_ci_san_zone_alias

cmdb_ci_san_fabric

Storage Volume

SAN Zone Alias Member

SAN Connection

cmdb_ci_storage_volume

cmdb_ci_san_zone_alias_

Load Balancer Service

Load Balancer VLAN

cmdb_ci_lb_service

cmdb_ci_lb_vlan

Load Balancer Interface

Cluster Node

Cluster cmdb_ci_cluster

cmdb_ci_cluster_node

cmdb_ci_san_connection

cmdb_ci_lb_interface

Load Balancer Pool Member

Load Balancer Pool

cmdb_ci_lb_pool_member

cmdb_ci_lb_pool

Load Balancer VLAN Interface

Load Balancer Service VLAN

cmdb_lb_vlan_interface

cmdb_lb_service_vlan

member

Storage HBA cmdb_ci_storage_hba

SAN Zone Member

SAN Zone Set

cmdb_ci_san_zone_memb

cmdb_ci_san_zone_set

er

Storage Pool cmdb_ci_storage_pool

Multipath IO Pool

RAID

Multipath IO Pool

RAID Member

Windows Cluster

cmdb_ci_mpio_pool

cmdb_ci_raid

cmdb_ci_mpio_pool_member

cmdb_ci_raid_member

cmdb_ci_win_cluster

Windows Cluster Resource

Windows Cluster Node

cmdb_ci_win_cluster_resource

cmdb_ci_win_cluster_node

4f

CMDB Network Data Model E xtensions

Configuration Item (cmdb_ci)

Network Infrastructure Item dscy_net_base

IP Network cmdb_ci_ip_network

Network Traffic cmdb_ci_net_traffic

Virtual Private Network cmdb_ci_vpn

IP Device cmdb_ci_ip_device

IP Address cmdb_ci_ip_address

DNS Name cmdb_ci_dns_name

IP Address to DNS Name cmdb_ip_address_dns _name

Switch Forwarding Rule dscy_swtch_fwd_rule

Next Hop Routing Rule dscy_route_next_hop

Exit Interface Routing Rule dscy_route_interface

Router Interface dscy_router_interface

Switch Partition dscy_swtch_partition

Switch Port dscy_switchport

Wire dscy_net_wire

4g

CMDB Other Data Model Extensions


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_printer_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


Business Process cmdb_ci_process


Service Offering service_offering

Group cmdb_ci_group

Group Relationship cmdb_rel_group

Environment cmdb_ci_environment

CMDB Physical Infrastructure Data Model Extensions

4i Configuration Item (cmdb_ci)

Facility Hardware

Data Cemter

cmdb_ci_facility_hardware

cmdb_ci_datacenter

Computer Room Building

HVAC Equipment

Fuel Tank

cmdb_ci_building_facility

cmdb_ci_hvac

cmdb_ci_fuel_tank

cmdb_ci_computer_room

Data Center Zone cmdb_ci_zone

Power Equipment

Tower Equipment

cmdb_ci_power_eq

cmdb_ci_tower_eq

Rack cmdb_ci_rack

Power Generator cmdb_ci_generator_power_eq

Automatic Transfer Switch

UPS cmdb_ci_ups

UPS Output cmdb_ci_ups_output

UPS Bypass cmdb_ci_ups_bypass

UPS Alarm cmdb_ci_ups_alarm

Tower cmdb_ci_tower_eq

cmdb_ci_ats_power_eq

UPS Input cmdb_ci_ups_input Tower Beacon Surge Suppression Equipment

Direct Current Plant Equipment

cmdb_ci_surge_power_eq

cmdb_ci_dc_plant_eq_power_eq

cmdb_ci_beacon_tower_eq

Tower Light Controller cmdb_ci_twr_light_cnt_tower_eq

Uninterruptible P ower Supply

Direct Current Plant Battery Bank

cmdb_ci_ups_power_eq

cmdb_ci_dc_plant_battery_pwr

Tower Lights cmdb_ci_tower_light_tower_eq

Outlet cmdb_ci_pdu_outlet

Circuit cmdb_ci_circuit

Asset Data Model

5 Transfer Order

Catalog Item

Transfer Order Line

sc_catalog_item

Hardware Model cmdb_hardware_pr oduct_model

Software Model

With the Aspen version and earlier the CMDB was used for both CI and asset information. This was accomplished by having two views of the same record with different attributes (and related lists) displayed

cmdb_software_pro Depreciation

duct_model

Product Model cmdb_product

Application Model cmdb_application_pr oduct_model

Stock Room Rule Consumable Model

Model Component

Asset View (Financial Attributes) - Assigned to - Cost - Purchase date - PO number - invoice number - warranty expiry

cmdb_consumable_ product_model

CI Class Specific View (Configuration attributes) - OS - RAM - Disk capacity - Software version And Relationship to other CI’s - Depends on - Used by - DR provided by

Stockroom

Model Category cmdb_model_cate gory

Asset Class

Hardware Asset alm_hardware

Asset

Software Asset

alm_asset

alm_license

Consumable alm_consumable

Company core_company


Cost Center cmn_cost_ce nter

User sys_user


Asset Entitlement alm_entitlement_asset

License Entitlement

User Entitlement

alm_entitlement

alm_entitlement_user

SLA Facility alm_facility

Lease ast_lease

Contract Service Contract ast_service

Assets Covered

Warranty ast_warranty

The Contract table has also been extended to support different types of contracts

5a Hardware Asset Data Model

CMDB CI Class Asset Class Model Category cmdb_model_category

Manufacturer

Location

Hardware Model

cmn_location

cmdb_hardware_product_ model

Depreciation

Configuration Item

Hardware

cmdb_depreciation

alm_hardware

core_company

cmdb_ci

Cost Center

Fixed Asset to Asset m2m_fixed_as

cmn_cost_cener

set_to_asset

Allocated to


Asset Covered clm_m2m_contract_asset

Contract Model cmdb_contract_product_mo

del

Contract Model

Contract (ast_contract)

Licensed by

Software License alm_license

5b

Software Asset Data Model


Software License Calculation

Manufacturer core_company

Software Discovery Model

Contract

cmdb_sw_license_calculation

cmdb_sam_sw_discovery_model

ast_contract

Model Category

Software Model

cmdb_model_category

cmdb_software_product_model

Software Installation

Software Counter

cmdb_sam_sw_install

sam_sw_counter

Software Usage cmdb_sam_sw_usage

Software Counter Result sam_sw_counter_summary

Software Counter Summary sam_sw_counter_summary

Software Counter Detail

Software License

sam_sw_counter_detail

alm_license

Licensed by


Installed on

Allocated to

Computer cmdb_ci_computer

Accessed from

User User Entitlement alm_entitlement_user

Assigned to

User sys_user

5c

Contract Data Model

Service Contract

Cost Center

ast_service

cmn_cost_center


Contract Model Model Category

Vendor

cmdb_contract_product_model

core_company

cmdb_model_category

Contract Model

Contract

User

ast_contract

sys_user

Contract Administrator Terms & Conditions clm_m2m_contract_and_terms


Users Covered Contract Used by

clm_m2m_contract_user

ast_contract_instance

Terms & Conditions clm_terms_and_conditions

Asset alm_asset


User sys_user

Contract Rate Card fm_contract_rate_card

Expense Lines fm_expense_line

6a


Asset alm_asset



Model Management Data Model

Software Installation cmdb_sam_sw_install


Consumable Asset alm_consumable

Contract ast_contract

Product Model

Hardware Model

Software Model

Consumable Model

Application Model

Contract Model

cmdb_product_model



cmdb_consumable_product_model

cmdb_application_product_model



Model Category cmdb_model_category

6b

Model Management Table Extension

Configuration Item cmdb_ci Hardware cmdb_ci_hardware

Software Package cmdb_ci_spkg

Application cmdb_ci_appl


Asset alm_asset



Consumable Asset alm_consumable

Product Model cmdb_model

Hardware Model

Software Model

Consumable Model

Application Model



cmdb_consumable_product_model

cmdb_application_product_model

Contract Model

Service Order Model

Service Task Model


cmdb_serviceorder_product_model

cmdb_servicetask_product_model

Facilities Request Model

Facilities Request Task Model

cmdb_facreq_product_model

cmdb_factask_product_model

IT Cost Management Data Model

7

A rate is defined to a specific task type (ie routine change request costs $150 Task

Task Rate Card

task

fm_task_rate_card

or Time Worked

Labor Rate Card

task_time_worked

fm_labor_rate_card

Incident has a task time worked for 1 hour

User

Billable Rate

sys_user

Business Service

Expense is created based on the fixed fee based on task rate card

Business Service Expense Lines

Expense i s created based on the workers bill rate or fixed fee based on task rate card

Used by

Based on CMDB Relationship aggregation Relationship Path

Allocation Units

Depends on

Allocation_unit

Application

Runs on

Runs

Server

Allocation unit records define the capacity and usage of a business service.

fm_relationship_path

Defines which CIs to distribute a distribution cost to

Costs to be distributed as expense lines to multiple CIs based on some logic ie. Data center or Site License costs

Distribution Cost Rule fm_distribution_cost_rule

Generates expense lines for each CI


Generated at some interval (ie monthly) based on current CI Costs

Distribution Units Distribution Cost

fm_distribution_units

fm_distribution_cost

Expense Allocation Rule fm_expense_allocation_rule

Department

Defines how to process expense lines to assign them to a business entity (ie user, group, or department)

department

Cost Center cmn_cost_center

Expense Allocation Configuration Item

(CI) Rate Card Costs

cmdb_ci

fm_ci_rate_card_cost

Asset

fm_expense_allocation

fm_ci_rate_card

Collection of cost related entries associated to a group of configuration items Could define multiple types (budget, forecast, actual

alm_asset

CI Rate Card

Creates

Fixed, recurring, and depreciation cost entries for a individual CI or a CI model

Snapshot of current expenses for a business service, by cost type Used to allocate expenses to cost centers or other business entities

Associate a budget to one or more cost centers

Budget Cost Center fm_budget_cost_cetner

Creates Assets Covered



Budget fm_budget

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


Labor Rate Card fm_labor_rate_card

Cost Center cmn_cost_center

Task Rate Card fm_task_rate_card


CI Rate Card Asset

fm_ci_rate_card

alm_asset

User sys_user

Distribution Cost Rate Card (Recurring)

fm_distribution_cost

fm_recurring_rate_card

Fixed AssetS alm_fixed_assets


(CI) Rate Card Costs fm_ci_rate_card_cost

Service Level Agreement Data Model

8

Service Contract Company

ast_service

(core_company)

User

Contract CI

Assets Covered

(contract_rel_ci)

(clm_m2m_contract_asset)

Contract Locations

Contract User

(contract_rel_location)

(contract_rel_user)

(sys_user)

Child Contracts

Contract SLA contract_rel_contract_sla

Configuration Item

Task (task)

cmdb_ci

Task SLA

SLA

task_sla

contract_sla

alm_hardware

Relative Duration cmn_relative_duration


Location

User

Contract

cmn_location

sys_user

ast_contract

Asset

cmdb_ci_service

Expense Line (service_subscribe_location)

Schedule Service Offering

cmn_schuedule

SLA Conditions Child Schedule cmn_other_schedule

sla_condtion_class

service_offering

Referenced by

Service Commitment

cmn_other_schedule

service_commitment

Schedule Entries cmn_schuedule_span

fm_contract_rate_card

Business Service

Metric Instance metric_instance

Contract Rate Card

Service Offering SLA Results service_sla_result

(service_subscribe_sys_user)

fm_expense_line

9

Knowledge Management Data Model

KB Submission

Task

Creates

task

kb_knowledge

C r e a t e s

User sys_user

Source

Roles sys_user_role

Knowledge Article

Author

CMDB CI

kb_knowledge

Document

Knowledge Record

Knowledge Related to Products

dms_document

m2m_document_knowledge

m2m_kb_ci

Content Item sc_cat_item_content

Knowledge Management Data Model E xtensions Knowledge Article kb_knowledge

Task task

Policy grc_policiy

KB Submission kb_knowledge

Knowledge Feedback

Knowledge Use

kb_feedback

kb_use


Knowledge Applied to Tasks

Task

m2m_kb_task

task

10a

Work Management Data Model Company (Customer) core_company

Company (Primary) core_company

User

Location

sys_user

Department

Vendor

cmn_department

core_company

User (Caller)

cmn_location

Service Contract

sys_user

ast_contract

Has roles Roles sys_user_role

Has Skills

Groups covering: Qualifier Dispatch Assignment (sys_group_covers_location)

(sys_user_has_skill)

Work Order

Task SLA

SLA

Contract SLA

(task_sla)

contract_sla

(contract_rel_contract_sla)

wm_order

Has roles

Asset Covered

Is member of

(clm_m2m_contract_asset)

A rate is defined to a specific task type (ie routine move task costs $150

(sys_user_grmember)

Group sys_group

Task Rate Card

Work Task wm_task

Group has skills

Skills cmn_skill

Expense is created based on the fixed or fee based on task rate card

Affected CI (wm_m2m_order_affected_ci)

Affected CI (wm_m2m_order_affected_ci)

Model Category cmdb_model_category


Product Model

Task Time Worked

Part Requirement

task_time_worked

wm_part_requirement

Asset Usage

cmdb_model

wm_asset_usage)

User (sys_user)

Asset alm_asset

Labor Rate Card

Expense is created based on the Billable workers bill rate or Rate fixed fee based on task rate card

Transfer Order

Location

Expense Lines

alm_transfer_order

cmn_location

fm_expense_line

Transfer Order Line (alm_transfer_order _line)

From To

Stockroom alm_stockroom

Stockroom Type alm_stockroom_type

10b

Work Management Group Data Model

Group (Initiator)

Group (Qualifer)

sys_user_group

sys_user_group

Group (Dispatcher) sys_user_group

Locations Covered

Locations Covered

Dispatches Work Group (wm_m2m_group_dependency) Covered by Dispatch Group

Locations Covered

Group (Work) sys_user_group

Locations Covered


Has Skills (sys_group_has_skill)

Is member of (sys_user_grmember)

Has roles (sys_group_has_role)

Department cmn_department

User sys_user

Reports to Skill

Has Skills

cmn_skill

(sys_user_has_skill)

Contained Skills

(cmn_skill_contains)

Has roles

Roles

(sys_user_has_role)

sys_user_role

11

IT Governance, Risk & C ompliance Data Model

Entity grc_entity

Authoritative Source (ast_service)

m2m_policy_entity

m2m_policy_authoritative_source m2m_auth_src_con_auth_src_con

Policy

m2m_policy_auth_src_content

grc_authoritative_src_content

grc_policy

m2m_risk_policy

Authoritative Source Content Audit Definition Requirements

m2m_control_policy

contract_sla

m2m_control_auth_src_content

m2m_audit_def_requirement

Risks grc_risk

m2m_risk_control

Risk Criteria grc_risk_criteria

Controls

Audit In stances

grc_control

grc_audit

Creates

grc_risk_approach_rules

grc_audit_definition

Control Test Definition grc_control_test_definition

Risk Approach Rules

Audit Definition

Creates

Condition Collections grc_condition_collection

Control Test Instance grc_control_test

Conditions grc_condition

Remediation grc_remediation

Activity grc_activity

Audit Observations grc_observation

Requirements grc_audit_requirement

12a

Project & Portfolio Management Data Model

Porfolio

Projects

pm_portfolio

Portfolio Projects (deprecated)

Project SLA

Project

pm_project_sla

pm_project

Project View pm_m2m_portfolio_project

Project Metric pm_project_metric

Portfolio Project

Project Task SLA

Project Task

pm_portfolio_project

pm_project_task_sl a

pm_project_task

Successor

pm_project_task_m etric

Predecessor

Goal goal

Actual Goal

Planned Task Relationships

Portfolio Project Goal

planned_task_rel_plann

pm_portfolio_goal

ed_task

Project Task Link pm_project_task_link

Risk risk

Actual Risk

Portfolio Project Risk pm_portfolio_risk

Portfolio Project Group

Group Resource

pm_portfolio_group_res

group_resource

ource

Change Request Portfolio Project Issue pm_portfolio_issue

Project Task Metric

Portfolio Project Resource pm_portfolio_user_reso urce

change_request

User Resource user_resource

Time Card time_card

Task Time Worked task_time_worked

12b

Resource Management Data Model

User sys_user

Task task

Has roles Roles sys_user_role

Has roles Is member of

or

sys_user_grmember

Resource Plan resource_plan

Group Task Time Worked task_time_worked

Resource Allocation

Resource Report resource_report

resource_allocation

Time Card time_card

Type

Resource Event resource_event

Demand Management Data Model

12c

Porfolio

User

pm_portfolio

sys_user

Owner Source Configuration Item

Demand

cmdb_ci

dmn_demand

Demand Stakeholder dmn_m2m_demand_stakeholder

Stakeholder Register

Requirement

Risk

dmn_stakeholder_

dmn_requirement

risk

Assessment Category Result asmt_category_result

register

Assessment Group

Assessment Metric Type

asmt_assessment

asmt_metric_type

Decision

Resource Plan

dmn_decision

resource_plan

Bubble Chart

y category

asmt_bubble_chart

x category

Assessment Metric Category

z category

asmt_metric_category

Assessable Record Assessment Instance asmt_assessment_inst ance

asmt_m2m_category_assessment

Metric Result asmt_metric_result

Assessment Metric Definition

Assessment Metric

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 method

Problem Analysis

kt_cause_confirmation _method

kt_problem_analysis

Specify Problem kt_problem_area

Distinction & Change

Cause kt_cause

kt_distinctions_changes

Cause Evaluation kt_cause_evaluation

WHAT

WHERE

What Object

Where Geographically

kt_01_what_object

What Deviation kt_02_what_deviation

kt_03_where_geograp hically

Where On Object kt_04_where_object

WHEN

EXTENTS

How Many Objects

When First kt_05_when_first

kt_08_extent_objects

When Since

What Is The Size kt_09_extent_size

kt_06_when_since

When In Life Cycle

How Many Deviations kt_10_extent_deviations

kt_07_when_lifecycle

What Is The Trend kt_11_extent_trend

ServiceNow Data Model v2.7

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