In the world of IT service management , keeping track of all hardware, software, and network components is critical for efficient service delivery and incident resolution. This is where a Configuration Management Database (CMDB) becomes essential. Within ServiceNow, one of the most widely used ITSM platforms, the CMDB plays a central role by storing information about Configuration Items (CIs) and their relationships. What is a Configuration Item (CI)? A Configuration Item (CI) is any component that needs to be managed to deliver an IT service. This includes tangible elements like laptops, servers, routers, and switches, as well as intangible components like software applications, licenses, or even business services. In ServiceNow, each CI is recorded as an individual record in the CMDB. These records contain detailed attributes such as the CI’s name, owner, status, version, location, and relationships with other CIs. The...
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