AConfiguration Item (CI)is any component thatneeds to be managed to deliver IT services. In ServiceNow, CIs are stored in theConfiguration Management Database (CMDB)and can include servers, applications, databases, network devices, and more.
Tracking & Management: Helps organizations track IT assets and their relationships.
Service Impact Analysis: Identifies how an issue with one component can affect related services.
Change Management Support: Ensures changes to IT assets are controlled and well-documented.
Incident & Problem Resolution: Provides insights into troubleshooting and root cause analysis.
Hardware: Servers, network devices, storage systems.
Software: Applications, databases, operating systems.
Services: Business services, IT services.
Documentation: Policies, SLAs, knowledge articles.
Why Are Configuration Items Important?Examples of Configuration Items (CIs):
Incorrect Answer Choices Explanation:A. CSDM Items– TheCommon Service Data Model (CSDM)is a framework for structuring CMDB data, but individual components in the CMDB are calledConfiguration Items (CIs).
B. CMDB– TheCMDB (Configuration Management Database)is thedatabasethat stores Configuration Items, but it is not a CI itself.
D. Service Offerings– AService Offeringrepresents a set of capabilities available to customers but is not the same as a CI.
E. Asset– AnIT Assetrefers to aphysical or virtual resourceowned by the organization, butnot all assets are CIs(e.g., a computer mouse may be an asset but not a CI).
ServiceNow CMDB Overview
Configuration Items (CIs)
Official CSA Documentation Reference:
