What is a "Configuration Item" (CI) in ServiceNow?

A Configuration Item (CI) in ServiceNow represents any asset or service that is managed within an organization's IT environment. This encompasses a wide range of items, from physical hardware like servers and workstations to software applications, network devices, and even documentation related to these elements. The purpose of defining CIs is to ensure that all components of the IT infrastructure are under control and that their relationships with one another are understood, which is vital for effective change management, incident management, and overall service delivery.

The holistic view of CIs allows for better tracking and management, enabling organizations to maintain an accurate inventory and assess the impact of changes to different parts of their IT environment. This is why a Configuration Item includes everything that is relevant to the IT services being delivered, rather than being limited to a specific subset like only software or hardware.

The other responses specify items that do not encapsulate the broader definition of a Configuration Item. A specific software application would be considered a type of CI, but does not represent the full scope that CIs cover. A project management tool and an employee's work assignment also do not fall under the category of CIs within the context of IT Service Management. CIs are primarily focused on assets and configurations that support IT services, making