Service Asset and Configuration Management


Part of the Service Transition lifecycle, Service Asset and Configuration Management (SACM) aims to maintain information about Configuration Items (CIs) required to deliver an IT service, including their relationships.  The SACM  process includes three sub processes:

  • Configuration Identification - defining and maintaining the underlying structure of the Configuration Management Database (CMDB), so that it is able to hold all information on CIs.  This includes specifying the attributes describing CI types and their sub-components, as well as determining their interrelationships.
  • Configuration Control - ensuring that no CIs are added or modified without the required authorization, and that such modifications are adequately recorded in the CMDB.
  • Configuration Verification and Audit - performing regular checks, ensuring that the information contained in the CMDB is an exact representation of the CIs actually installed in the live production environment.

SACM and the CMDB is a collaborative effort across the enterprise and are proven successful if there’s ongoing commitment at all levels, and each identified participant effectively utilizes the tools and monitors the processes established. -Robert Martin, SACM/CMDB Administrator


Name Role Representing
Robert Martin SACM/CMDB Administrator IT Service Management Office
John Chin Associate Director IT Service Management Office
Mimi Sosa Application Class Owner IT Applications (Campus)
Penny Moraga Application Class Owner IT Applications (Medical Center)
Danni Pugeda Applications IT Applications (School of Medicine)
Sunny Bang Communication Devices Class Owner IT Clinical Communication Devices
Ian Gwin Communication Devices Class Owner IT All Other Communication Devices
Pete Seatavakin Computer Class Owner IT Field Services
Sherman Chin Database Class Owner IT Database
Ian Gwin Network Gear Class Owner IT Network
Steve Young Network Gear Class Owner IT Network
David Carcamo Server and Storage Class Owner IT Server (Operations)
David Carcamo Server and Storage Class Owner IT Server (Engineering)
John Von Eichhorn Associate Director IT Service Desk
Robert Farris Martin Software Class Owner IT Service Management Office
John Kealy Web Sites Class Owner IT Web Site Development


ServiceNow CMDB Updates in February Release (2/6)

  1. CMDB Roles Based Permissions – All IT users in ServiceNow will be given CMDB access with read-only rights to most fields. Fields with sensitive data (e.g. Number of PHI records, BIA, Risk) will be hidden from view. Stakeholders whom we define as members of the Support Group, App/Device Manager/Administrator will have edit rights to most fields. In the past, CMBD access was given only upon request and anyone requiring edit rights were given unrestricted access to all records. With this new enhancement, only class owners will have unrestricted access to edit records. Class Owners listed here: Please contact John Chin if you have any questions.
  2. CMDB Update Requests – Users will have the ability to click a button to request an update to a CI record which will assign a task ticket to the support group to carry out the update. The task will include a description field and drop-down options for reporting purposes. This will replace the existing “CI Update Flag” checkbox workflow which is monitored by the ITSM team. This new workflow will distribute the update requests to those groups responsible for the record, thereby decentralizing the effort. The ITSM team will continue to track those requests to ensure they are occurring within a reasonable time and follow-up with the responsible manager (if needed). Please contact John Chin if you have any questions.





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Protection Level Classification Updates

Quick Reference Guide - PLC Update - For Enterprise IT Device Managers (coming soon)
Quick Reference Guide - PLC Update - For Department IT Personnel (coming soon)

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Quick Reference Guide - Device Registration (coming soon)

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