SNOW ITSM - Asset - Implementation Insights.pptx

ITSM

1. ITSM Asset Management Implementation Insights Asset Number: 0003186

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4. Purpose and instructions Purpose From time to time you will encounter issues during an implementation relating to people, process, data, analytics and technology The purpose of this document is to identify any known implementation insights and suggest recommended solutions and mitigation options Instructions Browse the Contents, which contains a list of typical insights Once you find the insight you are looking for, right click on the paragraph, click on Link and then Open Link Review the more details description of the insight, and take the necessary action If you have any comments regarding the particular insight and the suggested remediations, please navigate to the Feedback button found in Now Create, when you open the asset, and share with ServiceNow

5. Content Hardware Model Changes as a Result of Discovery / SCCM Mobile Device - CI management Hardware CIs and Asset Status is not synced Missing Serial Number for Network Gear Missing Serial Numbers for Computers NA List of typical implementation insights Section 1 – Technical Insights Section 2 – Non-technical Insights Author notes: Add links to the relevant implementation insights in the relevant column. If more space is needed, add an extra slide

6. Technical Insights The slides following this Section Break should relate to Technical insights

7. Context description Insight details / Steps to reproduce For records from an existing data source or system, bringing in clean Hardware models can be a challenge. Typically, clean Hardware models are manually created and utilized for service catalog and other uses within HAM. However, generated CI records and subsequent Hardware records created by Discovery or SCCM will deviate from the manually created models and cause discrepancies between the CI and Asset record and the manual model.  Create a Hardware model manually Create an asset utilizing the manually created model Run Discovery or SCCM with out-of-box functionality Discovery or SCCM will update the CI record Observe changes to the referenced hardware model in the CI and Asset Objective and Insight After manual models are created, Discovery and SCCM will update these models after the manual models have been published to the user communities. Hardware Model Changes as a Result of Discovery / SCCM Remediation description Remediation details / Remediation steps Update out of box functionality as described in the “Remediation Details” section. SCCM:  Update mapping to populate the CI model only on insert. (OOB functionality will update the CI Model based on what is discovered which in turn updates the Hardware model) Discovery: Best to include an expert Discovery administrator to assist with data precedence. Other functionality from business rules and the IRE can help address this issue Links to supporting documents/materials N/A

8. Mobile Device - CI management  Context description Insight details / Steps to reproduce Many companies implement a bring-your-own-device policy or provide mobile phones to employees.  Requires mobile devices to be tracked Objective and Insight These are not traditional assets with a normal lifecycle to manage. A defined approach should be used for managing these devices from a CI perspective. Remediation description Remediation details / Remediation steps Follow leading practice described on the right CI records should be created for the phone number in the  cmdb_ci_comm Model and Manufacturer should reflect the actual device  Phone number will be populated in the name and phone number field, so it can be used on any Task record (e.g., Incident) Links to supporting documents/materials N/A

9. Hardware CIs and Asset Status is not synced Context description Insight details / Steps to reproduce Users experience an issue where updates to Hardware CIs are not synced to Asset Out-of-box (OOB) Sync of Hardware CIs to asset has been disabled When status changes are made to a CI the changes are not reflected in the corresponding Asset record Objective and Insight Lifecycle status for CIs and Asset records is critical in determining projected hardware spend, audit tasks, refresh programs, and a myriad of other issues. Mismatched status between Hardware CIs and Asset can lead to confusion about source of truth and impact usefulness of the entire asset system. If not addressed Hardware CIs and Assets will have different lifecycle status, and reports from the two sources will not match. Remediation description Remediation details / Remediation steps Apply the workaround described in the Known Error Article As a workaround, the OOB AssetAndCISynchronizer Script Include could be customized to piggy-back the additional field change on the insert/update already being done by the 'Create CI on insert' or 'Update CI fields on change' Business Rules Ensure that the Hardware status field on the Hardware CI table (and extended tables) is not used. This field was created to give CIs more asset functionality, but this is a legacy field before asset data was kept separate. Status changes from Hardware CI will be updated to the Status field on the CI Links to supporting documents/materials KB0717902

10. Missing Serial Number for Network Gear Context description Insight details / Steps to reproduce Discovered Network Gear Devices are missing required Serial Number attribute Search Network Gear tables for records where Serial Number is empty Missing Credentials Probe Time-out Non-standard OIDs implemented Shazzam did not launch SNMP - Classify probe Objective and Insight Serial Numbers are the single most key field for tracking hardware CI and asset records throughout their lifecycle.  If missing serial numbers are not addressed there is a likelihood of Duplicate Records created in the CMDB, as the IRE uses Serial Number as primary reconciliation attribute; Records with missing Serial Numbers are created Remediation description Remediation details / Remediation steps Apply the workaround described in the Known Error Article Ensure SNMP devices are configured to allow Public community string access to identification data Increase the SNMP Probe timeouts until the issues are resolved Modify Probes/Sensor to fetch the Serial Number Confirm that the ECC Queue input record does include the full SNMP data including serial numbers, then there may be a problem with the sensor code, and it may be necessary to open a Support Incident in HI Report invalid OIDs to the manufacturer of the device Links to supporting documents/materials KB0695986

11. Missing Serial Numbers for Computers Context description Insight details / Steps to reproduce Computers or are missing required Serial Number attribute Importing Data from other sources inserts records without a Serial Number Patterns and/or Probes have been modified to allow insertion without Serial Number Search Computer table for records where Serial Number is empty Objective and Insight Serial Numbers are the single most key field for tracking hardware CI and asset records throughout their lifecycle. If not addressed there is a likelihood of Duplicate Records created in the CMDB, as the IRE uses Serial Number as primary reconciliation attribute Remediation description Remediation details / Remediation steps Analyse the records without Serial Numbers and identify opportunities to retrieve and update the missing data Query all Computer Devices Status = Installed Operational Status = Operational Serial Number Is Empty Sort the records by each of the following: Class Location Created By Discovery Source Support Group Look for Patterns in the data that can be used to identify the source of records and retrieve and update the data. For Discovery issues; Review your probes/sensors and patterns to ensure the Serial Number is captured properly Links to supporting documents/materials N/A

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