Last updated: 2025-02-20

Source: https://support.freshservice.com/support/solutions/articles/233758-introduction-to-configuration-management-database-cmdb-

Introduction to Configuration Management Database (CMDB)

CMDB or Configuration Management Database is a central location where you can view information about all the hardware and software installations in your network. Each asset is known as a Configuration Item (CI).

Asset Management in Freshservice

Freshservice allows you to import all the assets in your network using various methods. They are:

  • Discovery agent
  • Discovery probe
  • Import asset details
  • Barcode scanning using mobile app

    • Discovery Agent

    Discovery Agent is a lightweight application which you’ll have to install on to your Windows, Mac or Linux computers to continuously update information about the assets in real-time. The agent updates Freshservice with the hardware and software information of the computers in real-time.

    To know more about the Discovery agent, click here.

    Discovery Probe

    The Freshservice Discovery Probe is a Windows application that is normally set up in a server in your organization. The Probe automatically scans and identifies any assets in your network through a domain or IP Range scan. Once the assets are identified the first time, these assets are then updated periodically based on the schedule that you can control.

    To know more about the Discovery probe, click here.

    Import Asset Details

    You can import asset details in the form of a .csv file. To import asset details from a .csv file, kindly follow the steps mentioned below:

    1. Click on the CMDB module on the left sidebar and choose Assets.

    2. Click on Import

    3. Select the CI type you wish to import.

    4. Choose the CSV file from your computer and upload it onto Freshservice.

    5. Once done, click on Import.

    Barcode Scanning using Mobile App

    If you’re using the Freshservice mobile app, you can use your smartphone’s camera to scan the barcode of your assets. Once scanned, the asset information is automatically fetched into your Freshservice account.

    Viewing an Asset

    After scanning or importing the assets, they will be populated in the form of a list.

    When you click on an asset, you will be able to see the following information:

  • Overview \- You will have generic details about the asset followed by acquisition date, warranty information, serial number, OS type, OS version, and a unique identification number. It shows you the list of expenses that are associated with the asset. This includes maintenance cost, support cost, disposal cost, etc. The list of components that make up the asset will also be displayed. For example, if you’re viewing a laptop, this section will provide details about the processor, chipset, storage capacity, RAM, etc.
  • Relationship \- Here you can see the relationship of your asset with other assets in the network. If you’re an admin, you can create a relationship for every asset in your network.
  • Requests \- You can get a glimpse of all the service requests associated with the particular asset/CI.
  • Contracts \- You can view the list of active contracts associated with the asset.
  • Activity \- You can view the activity related to a particular asset. This includes information such as when the asset was requested, who was it assigned to, the requests it had raised in the past, etc.

    • Edit Asset Properties

    While viewing an asset, you can also make changes to its properties such as the state of the _asset, impact, usage type, location_, etc.

    Contract Management in Freshservice

    Contracts module in Freshservice lets you manage contracts established with third-party vendors. Freshservice supports different types of contracts – from creating your very own custom contract types to supporting lease, maintenance, as well as software license contracts, by default.

    Note: Only users who have drafted the contract will be able to submit the contract for approval.

    Vendor details can be added or edited from Settings > Configuration Management > Vendors.

    Asset Management

    Asset Management