Playbook for enabling PI 2.0 data model for CSDM Data FoundationsGet-well Playbook Enabling PI 2.0 data model for CSDM Data Foundations A step-by-step guide to analyze and remediate CMDB data Table of Contents Summary. 3 Who this playbook is for 3 Problem Overview.. 3 Executive Summary. 4 How this playbook can help you achieve your business outcome. 4 How this playbook is structured. 5 Problem Analysis 5 Downstream consequences 5 What is the Impact to Business Outcome: 6 Engagement Questions: 6 Remediation Plays 7 Summary. 7 Play 1: Analysis 8 Play 2: Fix Play – Update Status Choice Lists 8 Data Governance. 9 Summary Goal for this Playbook To help enable Product Instance (PI 2.0) data model for CSDM Data Foundations. Author: Scott LemmDate: 03/31/2025Addresses HSD #: HSDApplicable to: Xanadu, YokohamaDuration and Effort: ~1-4 HoursCustomer Applicability: GA Who this playbook is for Configuration Manager or Configuration Management teamServiceNow AdminCI Owner Problem Overview Within the ServiceNow platform there are three (3) critical objects that collectively help identify details of a Product Instance. These objects are as follows: Asset – a tangible or intangible object that has value to the company and is desired to be tracked for financial purposes. An Asset will hold details around its procurement and eventual disposal. Configuration Item (CI) – a component, infrastructure element, or any item that needs to be managed to ensure successful delivery of services. A CI will hold configuration details and relationships to other objects in a dependency chain. Install Base Item (IBI) – instance of a product that has been configured for a customer Individually, these objects provide details about their portion of an overall Product Instance. Collectively, they represent a singular Product Instance. Having an Asset marked as “Retired : Sold” while the Configuration Item sees it as “Operational : In Use” would signify inaccurate processes and/or data. A synchronization is needed of the Life Cycle Stage and Stage Status between each related object of a Product Instance: Asset, Configuration Item, and Install Base Item. Enablement of Product Instance (PI) 2.0 serves as the mechanism to provide synchronization between all three objects. Enabling PI 2.0 is the topic of this Playbook and desired to ensure the three (3) Product Instance objects remain synchronized. NOTE: Enabling PI2.0 is OPTIONAL. NOTE: Once enabled, PI2.0 will DISABLE any previous synchronization efforts between LEGACY configuration item statuses and Life Cycle Stage & Stage Status on configuration items. The following are the CSDM Life Cycle Stages and their Stage Statuses. A chart is provided to understand which life cycle stage statuses are utilized by various ServiceNow objects: With the introduction of Product Instance 2.0 (PI2.0) in Xanadu, activation of PI 2.0 will eliminate synchronization efforts between legacy configuration item statuses (intall_status, operational_status, hardware_status) with Life Cycle Stage and Status. This legacy to Life Cycle synchronization process was problematic resulting in inaccurate data and failed to deliver consistent positive user experiences, thus the synchronization was eliminated as part of PI2.0. NOTE: Life Cycle Stages and Statuses are NOT editable. They are provided by ServiceNow in a manner that allows for data integrity and accountability. If there is a desired life cycle stage status you feel is missing, please contact the ServiceNow CSDM team with your recommendation(s). Executive Summary How this playbook can help you achieve your business outcome Life cycle stage / status objects provide the ability to identify where a configuration item lies within its life cycle process as well as actioning various workflows based on identified status values. Maintaining synchronization of values between Assets, Configuration Items, and Install Base Items helps mitigate potential adverse impacts to the business How this playbook is structured This Playbook will guide you through 3 plays. Play 1 (an analysis play) helps you identify if PI2.0 is enabledPlay 2 (a fix play) tells you how to enable PI2.0Play 3 (a Data Governance play) lists the guidelines and processes for management of alignment within PI2.0. Use these guidelines to maintain effective data in your CMDB. Problem Analysis Transforms are loading status choices to one and not all product instances: asset, configuration item, and install base itemSome admins may have manually updated status on one object and not the other objectsSome admins may not realize life cycle stage status is being updatedIntegrations to 3rd party solutions may only be updating one objectYou may not be aware that differentiation in status on all three product instances may have an adverse affect on capabilities within the platformProcesses may not exist to identify and review differentiation of life cycle status between product instances Downstream consequences Data Consequence Data misalignment between status attributes may result in inaccurate data in either Asset, CMDB, or CSMBusiness decisions made based on incorrect data Operation Consequence Erodes trust in the accuracy of the platform. Results in a poor user-experiencePolicies that update status choices may be unaware of differentiation resulting in broken workflowsReporting will lack correct data, unable to associate the correct status of a product instances Service Management Consequence Product instances may not reflect appropriate life cycle stage status for inclusion / exclusion within various workflowsMMTR may be impacted by configuration items within incorrect status valuesAsset may not be able to report accurate financial positions with incorrect status valuesCSM may not be able to reflect accurate customer data with incorrect status values What is the Impact to Business Outcome: Differentiation in life cycle stage status may affect the following areas of your business A poor User Experience (internal & external) making Work harder than it needs to be.Erosion of trust in ServiceNow data accompanied with a general lack of adoption & enthusiasm.Reduced MMTR when depending on life cycle status valuesAudit compliance - Unable to properly reflect life cycle management of product instances Engagement Questions: Consider answers to these questions: What are the major sources of status data in your repository?Are differentiations of product instances life cycle stage status acceptable?Are 3rd party integrations populating your statuses?Are configuration items you expect to be visible/invisible not reflected properly when searching from Incident, Change, and/or Case?Do you import data manually? If so, what process do you use? Does your process include populating status on all Product Instances? Which status attributes are updated by your processes? Remediation Plays Summary Play Play 1: Analysis What is this play about Identify if PI2.0 is enabled Play Steps Review report of PI2.0 Play 2: Enablement What is this play about Enable PI2.0 Play Steps Review the process for enabling PI2.0 Play 3: Data Governance What is this play about Helps you establish standard operating procedures, as well as periodic data management Play Steps Provides detailed advice, best practices and data audit instructions Play 1: Analysis What this Play is about Identify if PI2.0 is enabled Required tasks Install CMDB and CSDM Data Foundations Dashboard 4.1 or greater from the ServiceNow App Store.Navigate to the CSDM Data Foundations Dashboard module in the left navigation menu.Select the Crawl tab.Locate the Product Instance 2.0 Model Enabled report Note: Unlike other CSDM and CMDB Data Foundation Dashboard reports, there is no list of related objects. It is a True/False reportA value of 100 means PI2.0 is enabled, a value of 0 means PI2.0 is not enabled NOTE: Enabling PI2.0 is OPTIONAL. NOTE: Once enabled, PI2.0 will DISABLE any previous synchronization efforts between LEGACY configuration item statuses and Life Cycle Stage & Stage Status on configuration items. NOTE: Disabling PI2.0 synchronization after activation is not a simple exercise and may result in loss of data. Test PI2.0 in non-prod environments before activation in production environments. Play 2: Fix Play – Update Status Choice Lists What this Play is about This play tells you how to enable PI2.0 within a Xanadu or later instance. Enabling PI2.0 is optional but is required to use and synchronize Life Cycle Stage Status with Assets and Install Base Items. Required tasks Identify a non-production environment to test the use and value of PI2.0 life cycle stage status synchronization. Never implement on production instances before first testing in non-production. In an effort to reduce duplication of activation instructions, please refer to ServiceNow Documentation for detailed instructions on how to enable PI2.0 HEREThe link will lead you to details that provide an overview of the entire align-and-sync process. Including Detailed instructions for activating PI2.0 and a reference to sync options between Asset, CI, and IBI objects NOTE: Enabling PI2.0 is OPTIONAL. NOTE: Once enabled, PI2.0 will DISABLE any previous synchronization efforts between LEGACY configuration item statuses and Life Cycle Stage & Stage Status on configuration items. NOTE: Disabling PI2.0 synchronization after activation is not a simple exercise and may result in loss of data. Test PI2.0 in non-prod environments before activation in production environments. After successful activation of PI2.0, in a non-production environment, review your instance for any issues that may prevent you from enabling PI2.0 in your production environment. The life cycle stage status vales for your assets, configuration Items, and install base items will remain in synchronized on your test instance. NOTE: Disabling PI2.0 synchronization after activation is not a simple exercise and may result in loss of data. Test PI2.0 in non-prod environments before activation in production environments. Once you have reviewed the activation of PI2.0 in a non-production environment and have eliminated or reduced any related issues, consider activation in a production environment. Enable PI2.0 within your production instance Play 3: Data Governance What this Play is about This play lists the best practices and processes for managing the ongoing synchronization of life cycle stage status between asset, configuration item, and install base item. Required tasks Periodically review the CSDM Data Foundation dashboard report to see if there are any differentiations between operational status and life cycle stage on configuration items.Establish a system of oversight that encourages regular review of life cycle stage status for assets, configuration items, and install base items. Ensure these values and the objects they support are utilized effectively in daily processes. Congratulations on successfully completing this Playbook.