High Level ServiceNow DataModel Relationships 2 Task Data Model Catalog Task Approval Task Service Catalog Data Model Content Item Knowledge Data Model Available for Caller Requested by Assigned to Location Task Cards Business Service 1 Organizational Data Model Measures Service Contract Users Levels provided Contract Locations Supported by Approval Group Managed by Expense Line Expense Allocation IT Cost Management Data Model 4 CMDB Data Model CI Cards 7 Cost Center Department Affected Products Affected CI Impacted Service Requested by Requested for 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 (DL, Security) Catalog: (Approval) Change (CAB) 2 Task Data Model Extensions Incident incident Task task Audit Observations Problem problem Fields defined at task level (inherited by all extended tables) - Active - Knowledge - Activity Due - Location - Additional Comments - Made SLA - Approval - Number - Approval History - Opened - Approval set - Opened by - Assigned to - Order - Assignment Group - Parent - Business Duration - Priority - Close Notes - Reassignment Count - Closed - SLA due - Closed by - Service offering - Comments & Work notes - Short Description - Company - Skills - Configuration Item - State - Contact Type - Sys ID - Contract - Task type - Correlation ID - Time worked - Correlation display - Updated - Created - Updated by - Created by - Updates - Delivery plan - Upon approval - Delivery task - Upon reject - Description - Urgency - Domain - User input - Due date - Watch list - Duration - Work end - Escalation - Work notes - Expected start - Work notes list - Follow up - Work start - Group list - Questions - Impact - Label grc_observation Problem Task Requirements 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 loaner_request Work Task wm_task Ticket ticket Issue Facilities Request issue facilities_request Chat Queue Entry Service Order chat_queue_entry sm_order HR Case hr_case Facilities Request Task sm_task facilities_request_task Private Task HR Task vtb_task hr_task Planned Task planned_task Service Task See next page 2 Planned Task Data Model Extensions 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 Product Testing task rm_product rm_test 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 Assigned to .Company .Assignment Group .Location .Opened by .2 How different Task Types Reference CMDB Business Service Task Incident Categorization Impact Services cmdb_ci_service Affected CI .Closed by .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 Configuration Item cmdb_ci Change Task Approval Request Request Part of Requested Item Catalog Task KB submission cmdb_ci_service Configuration Item cmdb_ci Knowledge Article kb_knowledge Planned Task Create new Business Service Project Related to Configuration Item cm db_ci 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 Configuration Item cmdb_ci Categorization Incident incident Resolved by Problem problem Affected CI task_ci Metric Definition metric_definition Metric Instance Task SLA metric_instance task_sla Configuration Item cmdb_ci . 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 Definition metric_definition Metric Instance Task SLA metric_instance task_sla Configuration Item cmdb_ci Change change . Feature (Release) .Work Order .Release Phase .Project .Work Order Task Release Management .Enhancement (SDLC) .Requirement .Change Request .Problem Analysis (KT Plugin) Request Fulfillment .Implemented by Release .Project Task .2c Change Management Data Model Location Group cmn_location sys_group User sys_user Assignment Group Requested by Categorization Change Request Configuration Item change cmdb_ci Conflicts conflict Incident caused 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 .Project Task Link Demand Management .Defect (SDLC) .Demand Change Task change_task Incident incident .IMAC Incident Management .Decision .Catalog Task Field Service Management .Incident .Issue Problem Management .Documentation Task (SDLC) .Testing Task (SDLC) Project Management .SDLC Release (SDLC) .Problem Task . 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 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 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 . Configure 3. Order & Receive 2. Change. Enhancement .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. Install When closed it creates a CI * Configuration Item cmdb_ci . 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 Item sc_ordered_item_link sc_cart 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. Service Catalog Data Model Extensions 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) Business Service Catalog Entry 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 Business Service 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 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 . 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 .CMDB Data Model 4 User Location Group Business Process Access provided by Is enabled by Is member of Provides access to Enables Business Service Computer Room AC Depends on Email Application Used by Exchange Network Switch Runs on Used by Bus iness Service Catalog Entry Runs Exchanges data with Catalog Item Business Service Server Sends data to BlackBerry Used by Receives data from BES Depends on Application Computer Room Cooled by Exchanges data with Depends on Data Center Contains Cools Room Located in Houses Located in Storage Device Zone Zone contains Depends on Runs on In Rack Rack Contains SLA Service Offering . 4a CMDB Hardware Data Model Extensions Configuration Item Serial Number cmdb_serial_number cmdb_ci Storage Area Network cmdb_ci_san Storage Device Storage Controller Network Adapter Memory Module Hardware cmdb_ci_storage_device cmdb_ci_storage_controller cmdb_ci_network_adapter cmdb_ci_memory_module cmdb_ci_hardware Computer Peripheral Communication Device Accessory cmdb_ci_acc cmdb_ci_peripheral cmdb_ci_comm IP Phone cmdb_ci_ip_phone Fibre Channel Port cmdb_ci_fc_port Disk SAN Disk Printer Network Gear cmdb_ci_disk cmdb_ci_san_disk cmdb_ci_printer cmdb_ci_netgear Storage Disk iSCSI Disk cmdb_ci_storage_disk cmdb_ci_iscsi_disk Storage Switch cmdb_ci_storage_switch Fibre Channel Disk Mass Storage Device cmdb_ci_msd Computer UPS PDU Out-of-Band Device cmdb_ci_computer cmdb_ci_ups cmdb_ci_pdu cmdb_ci_outofband_device IP Firewall IP Switch IP Router Server cmdb_ci_ip_firewall cmdb_ci_ip_switch cmdb_ci_ip_router cmdb_ci_server cmdb_ci_fc_disk Virtualization Server cmdb_ci_vcenter_server_ob j Storage Server OS/X Server cmdb_ci_storage_server cmdb_ci_osx_server Windows Server Linux Server cmdb_ci_win_server cmdb_ci_linux_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 Hyper-V Server cmdb_ci_hyper_v_server Vmware vCenter Server Object cmdb_ci_vcenter_server_ob j ESX Server cmdb_ci_esx_server AIX Server HP Server Solaris Server cmdb_ci_aix_server cmdb_ci_hpux_server cmdb_ci_solaris_server F5 BIG IP cmdb_ci_lb_bigip . 4b Configuration Item cmdb_ci Running Process CI Relationships cmdb_running_process cmdb_rel_ci CMDB Application Data Model Extensions 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 Web Application Web Service Web Site Custom Application cmdb_ci_web_application cmdb_ci_web_service cmdb_ci_web_site sys_app Application Server Infrastructure Service cmdb_ci_app_server cmdb_ci_infra_service Load Balancer Application cmdb_ci_lb_appl Management Server cmdb_ci_config_automation_ server Exchange Service Component cmdb_ci_exchange_service _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_exchange_cas 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 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 cmdb_ci_exchange_edge _transport_server Exchange Hub Transport Server cmdb_ci_exchange_hub_ transport_server Puppet Master cmdb_ci_config_automation_ server WBEM Service cmdb_ci_wbem_service . 4c Configuration Item cmdb_ci 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 Instance 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 Configuration Item cmdb_ci Application cmdb_ci_appl Virtual Machine Object 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 cmdb_ci_vm_vmware Zones cmdb_ci_vm_zones EC2 Virtual Machine Instance VMware vCenter Cluster VMware vCenter Network cmdb_ci_vmware_template 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 KVM Virtual Device cmdb_ci_kvm cmdb_kvm_device Hyper-V Object cmdb_ci_hyper_v_object VMware Virtual Machine Template 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_ member SAN Zone Member SAN Zone Set cmdb_ci_san_zone_set cmdb_ci_lb_service cmdb_ci_lb_vlan Load Balancer Interface cmdb_ci_cluster_node cmdb_ci_san_connection cmdb_ci_san_zone_memb er Load Balancer VLAN Cluster Node Cluster cmdb_ci_cluster Storage HBA cmdb_ci_storage_hba Load Balancer Service 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 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 Extensions 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 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 Business Process cmdb_ci_process Business Service cmdb_ci_service 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 Power 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 . PO number .Cost .Assigned to . This was accomplished by having two views of the same record with different attributes (and related lists) displayed Asset View (Financial Attributes) .Disk capacity .Software version And Relationship to other CI’s .Depends on .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 Location cmn_location Cost Center cmn_cost_ce nter User sys_user Configuration Item cmdb_ci 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 .RAM .invoice number .OS .Asset Data Model 5 Transfer Order Catalog Item Transfer Order Line Hardware Model cmdb_hardware_pr oduct_model sc_catalog_item Software Model cmdb_software_pro duct_model Depreciation Product Model cmdb_product Applic ation Model cmdb_application_pr oduct_model Stock Room Rule Model Component Consumable Model cmdb_consumable_ product_model With the Aspen version and earlier the CMDB was used for both CI and asset information.warranty expiry CI Class Specific View (Configuration attributes) .Purchase date .Used by . 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 Fixed Asset to Asset m2m_fixed_as set_to_asset Cost Center cmn_cost_cener Allocated to Asset Entitlement alm_entitlement_asset 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 Asset Covered clm_m2m_contract_asset 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 Installed on Licensed by Asset Entitlement alm_entitlement_asset Allocated to Computer Accessed from cmdb_ci_computer User User Entitlement alm_entitlement_user Assigned to User sys_user . 5c Contract Data Model Service Contract Cost Center ast_service cmn_cost_center Manufacturer core_company 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 Asset Covered clm_m2m_contract_asset Users Covered Contract Used by clm_m2m_contract_user ast_contract_instance Terms & Conditions clm_terms_and_conditions Asset alm_asset Configuration Item cmdb_ci User sys_user Contract Rate Card fm_contract_rate_card Expense Lines fm_expense_line . 6a Configuration Item cmdb_ci Asset alm_asset Computer cmdb_ci_computer Hardware Asset alm_hardware Model Management Data Model Software Installation cmdb_sam_sw_install Software License alm_license Consumable Asset alm_consumable Contract 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 cmdb_ci_hardware Software Package cmdb_ci_spkg Application cmdb_ci_appl Computer cmdb_ci_computer Asset alm_asset Hardware Asset alm_hardware Software License alm_license Consumable Asset 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 . recurring. or department) department Cost Center cmn_cost_center Expense Allocation Configuration Item (CI) Rate Card Costs cmdb_ci fm_ci_rate_card_cost Creates 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. 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 Contract ast_contract Contract Rate Card fm_contract_rate_card Budget fm_budget Track planned. forecast. actual. and depreciation cost entries for a individual CI or a CI model Snapshot of current expenses for 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. actual alm_asset CI Rate Card Fixed.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 is 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. group. Data center or Site License costs Distribution Cost Rule fm_distribution_cost_rule Generates expense lines for each CI Expense Lines fm_expense_line 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. 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 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 Contract Rate Card fm_contract_rate_card (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 Asset Location User Contract alm_hardware cmn_location sys_user ast_contract Relative Duration cmn_relative_duration Metric Definition metric_definition cmdb_ci_service Expense Line (service_subscribe_location) Schedule Service Offering cmn_schuedule SLA Conditions sla_condtion_class Child Schedule cmn_other_schedule service_of fering 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 Creates 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 Extensions Knowledge Article Policy grc_policiy kb_knowledge Task task KB Submission kb_knowledge Knowledge Feedback Knowledge Use kb_feedback kb_use Configuration Item cmdb_ci 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 Expense is created based on the fixed or fee based on task rate card Work Task Skills wm_task Group has skills cmn_skill Affected CI (wm_m2m_order_affected_ci) Affected CI (wm_m2m_order_affected_ci) Model Category cmdb_model_category Configuration Item cmdb_ci 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 Location Locations Covered cmn_location 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 & Compliance Data Model Entity grc_entity Authoritative Source (ast_service) m2m_policy_entity m2m_policy_authoritative_source m2m_auth_src_con_auth_src_con Policy Authoritative Source Content m2m_policy_auth_src_content grc_authoritative_src_content grc_policy m2m_risk_policy Audit Definition Requirements m2m_control_policy contract_sla m2m_control_auth_src_content m2m_audit_def_requirement Risks grc_risk m2m_risk_control Controls Audit Instances grc_control grc_audit Audit Definition Creates grc_audit_definition Risk Criteria grc_risk_criteria Control Test Definition grc_control_test_definition Creates Risk Approach Rules grc_risk_approach_rules 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 Project Task Metric Successor pm_project_task_m etric Predecessor Goal goal Actual Goal Portfolio Project Goal pm_portfolio_goal Planned Task Relationships planned_task_rel_plann ed_task Project Task Link pm_project_task_link Risk risk Actual Risk Portfolio Project Risk pm_portfolio_risk Portfolio Project Group pm_portfolio_group_res ource Group Resource group_resource Change Request Portfolio Project Issue pm_portfolio_issue 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 dmn_stakeholder_ register Requirement Risk dmn_requirement risk Assessment Group Assessment Metric Type asmt_assessment asmt_metric_type Assessment Category Result asmt_category_result 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 Cause Evaluation kt_cause kt_distinctions_changes kt_cause_evaluation WHAT What Object kt_01_what_object What Deviation kt_02_what_deviation WHERE Where Geographically 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 . Business Rule or Workflow .Opened by . user can have multiple roles and each role can be assigned to multiple users) Task .Assignment Group .Assignment Group .Connector from bottom indicates link to another table through Related Lists This line type Indicates a self referential link from a record in user table to another record in the same table (ie Manager) Department User Border & connecting line indicate method of record creation in CMDB: C CE Discoverable by ServiceNow Discovery Manually input (or imported) Must first configure CI Classifier then can discovered Populated by BDNA Technopedia integration Calculated based on other values in ServiceNow Calculated based on external alerts received Exchange Application This line type indicates a one-to -many relationship (ie.Caller .Company Indicates fields referenced from this data model to other data models (ie the Task table references fields in the Organizational Data Model) Runs on Incident Example names in purple Objects with no color or light green are supporting tables not extended from CMDB data model Record Producer Server This line type indicates a Upstream CI Relationship.Opened by . Additional fields can be added to the extended table without affecting the parent Reports to Has roles Note: the text color matches that of the other Data Model Roles Printer Instance Runs This line type indicates a many-to-many relationship using an intermediary M2M table (ie. a new view is created with all the fields of the parent.Assigned to .Category This line type Indicates another record is created as a result of a UI Action.Assigned to . Red indicates discoverable. There will be a reciprocal CI Relationship for Downstream.Company . otherwise it is manual Creates Incident Problem . a department can have many users but a user can only be linked to one department) Connector to side or top indicates link to another table through field on the form This line type indicates extending a table. When a table is extended from another table.