Question

Does ServiceNow use the same Asset Table for both CSM and ITSM?

Answer 1

ServiceNow often uses a common Asset table from the Configuration Management Database (CMDB) for both Customer Service Management (CSM) and IT Service Management (ITSM), providing a single source of truth for asset management across both areas.

Step-by-step explanation:

ServiceNow, a cloud-based software platform, includes functionalities for both Customer Service Management (CSM) and IT Service Management (ITSM). While both modules offer asset management capabilities, they operate differently based on their contextual application. However, the underlying data structure often allows the use of a common Asset table, referred to as the Configuration Management Database (CMDB), which provides a unified repository for IT assets within the ITSM module.

Organizations may extend the asset repository concept within CSM to leverage this single source of truth for managing customer-related equipment or products, ensuring consistency in asset-related data across both domains. It is important to note that while the fundamental Asset table can be shared, specific configurations, relationships, and additional fields relevant to the respective service disciplines can be customized to meet the nuanced requirements of CSM and ITSM.

Answer 2

ServiceNow uses one Asset Table, named alm_asset, to manage asset records for both CSM and ITSM, ensuring data consistency and streamlined asset management.

Step-by-step explanation:

Yes, ServiceNow utilizes a single Asset Table to manage assets across various service management disciplines, including Customer Service Management (CSM) and Information Technology Service Management (ITSM). This table, known in the platform as alm_asset, holds the detailed records for each asset throughout its lifecycle. Regardless of whether you are using CSM or ITSM, the asset information is stored in this central repository and is accessible for various management functions. This unified approach helps in ensuring consistency of data across departments and facilitates better asset tracking and management.