--- title: "ServiceNow CI Ownership Fields: Quick Reference Guide" description: "Owned by, Managed by, Support group, Managed by group: what each ServiceNow CI ownership field means, what the platform uses it for and what's official." --- [![APEX CONFIGURATION GROUP](https://www.apexconfiguration.com/hs-fs/hubfs/Act3%20child/images/ACG-logo.png?width=135&height=93&name=ACG-logo.png "APEX CONFIGURATION GROUP")](https://www.apexconfiguration.com/) [![APEX CONFIGURATION GROUP](https://www.apexconfiguration.com/hs-fs/hubfs/Act3%20child/images/ACG-logo.png?width=135&height=93&name=ACG-logo.png "APEX CONFIGURATION GROUP")](https://www.apexconfiguration.com/) - [Home](https://www.apexconfiguration.com) - ServiceNow - [ServiceNow CMDB](https://www.apexconfiguration.com/servicenow-cmdb) - [CMDB Health Check](https://www.apexconfiguration.com/cmdb-health-check) - [CMDB Design & Implementation](https://www.apexconfiguration.com/cmdb-design-implementation) - [Managed Service](https://www.apexconfiguration.com/managed-cmdb-services) - [Automation & Optimisation](https://www.apexconfiguration.com/cmdb-automation-tools) - Maximising ServiceNow - [CMDB Health Dashboard](https://www.apexconfiguration.com/cmdb-health-dashboard-servicenow) - [CMDB Dependency Mapping](https://www.apexconfiguration.com/cmdb-relationship-table) - [CMDB Configuration Items](https://www.apexconfiguration.com/cmdb-configuration-items) - [CMDB Workspace](https://www.apexconfiguration.com/cmdb-workspace-servicenow) - [CMDB Best Practice](https://www.apexconfiguration.com/cmdb-best-practices) - [ServiceNow Discovery](https://www.apexconfiguration.com/servicenow-discovery-setup) - [Service Mapping](https://www.apexconfiguration.com/servicenow-service-mapping) - About - [How We Help](https://www.apexconfiguration.com/about-apex) - [What is a CMDB?](https://www.apexconfiguration.com/what-is-cmdb) - [Benefits](https://www.apexconfiguration.com/benefits-of-cmdb) - Resources - [Blog](https://www.apexconfiguration.com/blog) - [Contact Us](https://www.apexconfiguration.com/contact-us) [Contact Us](https://www.apexconfiguration.com/contact-us) [Contact Us](https://www.apexconfiguration.com/contact-us) - [Home](https://www.apexconfiguration.com) - ServiceNow - [ServiceNow CMDB](https://www.apexconfiguration.com/servicenow-cmdb) - [CMDB Health Check](https://www.apexconfiguration.com/cmdb-health-check) - [CMDB Design & Implementation](https://www.apexconfiguration.com/cmdb-design-implementation) - [Managed Service](https://www.apexconfiguration.com/managed-cmdb-services) - [Automation & Optimisation](https://www.apexconfiguration.com/cmdb-automation-tools) - Maximising ServiceNow - [CMDB Health Dashboard](https://www.apexconfiguration.com/cmdb-health-dashboard-servicenow) - [CMDB Dependency Mapping](https://www.apexconfiguration.com/cmdb-relationship-table) - [CMDB Configuration Items](https://www.apexconfiguration.com/cmdb-configuration-items) - [CMDB Workspace](https://www.apexconfiguration.com/cmdb-workspace-servicenow) - [CMDB Best Practice](https://www.apexconfiguration.com/cmdb-best-practices) - [ServiceNow Discovery](https://www.apexconfiguration.com/servicenow-discovery-setup) - [Service Mapping](https://www.apexconfiguration.com/servicenow-service-mapping) - About - [How We Help](https://www.apexconfiguration.com/about-apex) - [What is a CMDB?](https://www.apexconfiguration.com/what-is-cmdb) - [Benefits](https://www.apexconfiguration.com/benefits-of-cmdb) - Resources - [Blog](https://www.apexconfiguration.com/blog) - [Contact Us](https://www.apexconfiguration.com/contact-us) [Contact Us](https://www.apexconfiguration.com/contact-us) [tel:+442080588135](tel:+442080588135)[mailto:contact@apexconfiguration.com](mailto:contact@apexconfiguration.com) Quick reference # ServiceNow CI Ownership Fields: A Quick Reference A ServiceNow configuration item carries eight ownership fields: four point to a person and four point to a group. Owned by is the business manager, Managed by is the IT manager, Support group fixes the CI, and Managed by group keeps its record complete and correct. [Book A Meeting](https://cta-eu1.hubspot.com/web-interactives/public/v1/track/click?encryptedPayload=AVxigLIuzpnrFoVNubzPnbN68LbMr217PduXcwzT3yYURg9jxT4KVBaAD0%2BQfgdjtScqT8l%2B3Xrv5jlyHQ1IMBOQgBzAX%2FJ9ZLgTWSGSr1wmqsIuMv0R8d9M8CrkkrQFGaz%2FVm3c2LwXa2rUNCA9fBMTEC6F5rSco%2F9Cj1nm%2B77FnrFJTMdiMHe6faMhQSI%2B7ojQIugSM7o%3D&portalId=147949153) [CMDB Diagnostic Call](https://cta-eu1.hubspot.com/web-interactives/public/v1/track/click?encryptedPayload=AVxigLJQMHTWIsSY3dVecreEi4sigj5TC14IQ5ZjyKttb7Uz4vQKiqQXMNRMWXtcU431oJ0w4UzDle4tKVweQWmQGzK6yeAzoNHC3p1BUjxtm01y4gSRTukdconxqk46Xjdx1inxqIwdukICQ780WhEeWBzBGPaDVc%2BHU5D%2Ftd%2B%2BHyQjSp4G6UM4R9bmlYOaai%2FdFZtc0EFI3UXKiFo%3D&portalId=147949153) ## Who’s who on a configuration item Eight fields decide who is accountable for a CI, who fixes it, who changes it and who keeps its record right. Here is what each one means, what ServiceNow actually defines, and what is convention. ## The four people fields Owned by, Managed by, Assigned to and Supported by each reference a single person in the User \[sys\_user\] table. ServiceNow’s only official wording for them is the hint text on the base configuration item table, shown below alongside how we recommend estates use each one. | Field (column) | Official ServiceNow wording | What it means in practice | Example: a Windows server | | --- | --- | --- | --- | | **Owned by** (owned\_by) | “Business manager” | The business owner, accountable for the CI from the business side. | Head of Finance Systems | | **Managed by** (managed\_by) | “IT manager” | The IT manager, accountable for the CI from the IT side. | Windows Platform Manager | | **Assigned to** (assigned\_to) | “Person using or primarily responsible for this item” | The person who uses the CI or looks after it day to day. | Lead server engineer | | **Supported by** (supported\_by) | None. ServiceNow doesn’t define it. | An individual support contact, by local convention. Write your convention down. | Named on-call specialist | ## The four group fields Managed by group, Support group, Change group and Approval group each reference a group in the Group \[sys\_user\_group\] table. These are the fields ServiceNow uses to route work. | Field (column) | What the platform uses it for | Official status | Example | | --- | --- | --- | --- | | **Managed by group** (managed\_by\_group) | Keeps the CI record complete and correct. Receives CMDB data quality and CMDB Data Manager tasks. | Defined in the documentation as the group that manages a CI class, ensuring it is complete and correct. Added with CSDM in the Orlando release. | Windows Platform Team | | **Support group** (support\_group) | Fixes the CI. A base business rule fills the Assignment group on incidents and problems raised against it. | Behaviour documented; no written definition. | Windows Server Support | | **Change group** (change\_control) | Implements changes to the CI. | Relabelled from “Assignment group” in the Quebec release; the column name stayed the same. Purpose isn’t formally defined. | Windows Server Support | | **Approval group** (approval\_group) | Approves changes to the CI. | Not defined in the documentation; change approval is the common convention. | Infrastructure change advisory board | ## Five rules to remember 1. **Support group fixes it; Managed by group keeps the data right.** They are often the same team, but they don’t have to be. 2. **Owned by is the business; Managed by is IT.** These are ServiceNow’s own field hints. 3. **There is no Owned by group out of the box.** Business ownership sits with one named person. 4. **Group fields may be set for you.** Support group, Change group and Managed by group can synchronise from a technology management offering or from CI Class Manager, so manual edits on the CI can be overwritten. Fix the source instead. 5. **When the offering and CI Class Manager disagree, the offering wins.** ## How the group fields are kept in sync Under the Common Service Data Model (CSDM), ServiceNow can populate three of the group fields for you. Set Support group, Change group or Managed by group on a technology management offering (the technical service offering), and the CIs in that offering inherit them. Separately, CI Class Manager can set Managed by group for a whole CI class. Where both set Managed by group, the value on the technology management offering takes precedence. Approval group and Owned by sit outside the sync. When Managed by group is empty on a CI, CMDB Data Manager sends its approvals to the policy administrator instead, which is often the first place an ownership gap shows up. ## What’s official and what’s convention ServiceNow doesn’t publish a single glossary for these fields, and the CSDM white paper doesn’t define them either. Treat the hint text for Owned by, Managed by and Assigned to, and the Managed by group definition, as official. Everything else here, including the familiar shorthand “Support group fixes, Approval group approves”, is common practice built on how the platform behaves. Agree your own definitions for Supported by and Approval group, and record them in your configuration management plan. ## Frequently asked questions ### What is the difference between Owned by and Managed by in ServiceNow? Owned by is the business manager accountable for the CI; Managed by is the IT manager accountable for it. Both reference a single user, and ServiceNow’s field hints say exactly that. ### What is the difference between Managed by group and Support group? Support group is the team that fixes the CI, and it fills the Assignment group on incidents and problems. Managed by group is the team accountable for the CI record being complete and correct, and it receives CMDB data quality tasks. ### Is there an Owned by group field? No. Owned by references a single user, and the base platform has no group equivalent. A custom field can be added, but it sits outside CSDM synchronisation. ### Why is the Change group column called change\_control? The field was labelled Assignment group until the CSDM changes in the Quebec release renamed the label to Change group. The column name stayed the same, so scripts and reports still use change\_control. ### Why do my edits to Support group keep reverting? The CI is probably inheriting its group fields from a technology management offering or from CI Class Manager. Change the value at that source and it flows down to every CI it covers. ## Related reading For where ownership fields sit in the wider data model, see [what a CMDB contains and how it works](https://www.apexconfiguration.com/what-is-cmdb) and our page on [configuration items and CI classes](https://www.apexconfiguration.com/cmdb-configuration-items). On the governance side, read [CI data owner vs configuration management process owner](https://www.apexconfiguration.com/blog/ci-data-owner-vs-configuration-management-process-owner), [what happens when CI owners leave](https://www.apexconfiguration.com/blog/succession-planning-for-ci-ownership-what-happens-when-owners-leave) and [why unknown CI owners drive up IT spend](https://www.apexconfiguration.com/blog/unknown-ci-owners-are-driving-up-it-spend). ## ServiceNow documentation - [Synchronizing group assignment attributes](https://www.servicenow.com/docs/r/ZUQIWHvhWUsSoHqqH5PGGw/jAoDav7dQALQmKoPMdLrjA) - [Set the group for a CI or an entire class of CIs](https://www.servicenow.com/docs/r/zS6yb8e~gR8BPjeviYdV9g/8wVsFRxUkm3YXcNtoZEfTA) - [Synchronize data using a technical service offering](https://www.servicenow.com/docs/r/4AA65edJ2a~o5pASflQppQ/u54Tmj_SZ~dY7Pfh8h1CpA) - [Problem form field reference](https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/problem-management/reference/problem-form.html) ## How Apex helps Ownership fields that are empty, out of date or overwritten by sync are one of the commonest reasons a CMDB isn’t trusted. Apex’s CMDB health baseline is a two-week assessment that scores which configuration items are trustworthy and which are guesses, including whether each CI’s owner, IT manager, support group and managed by group are populated and still exist. The output is a report you can take to your change advisory board. 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We are not affiliated with or endorsed by ServiceNow. - [Terms](https://www.apexconfiguration.com/terms) - [Cookies](https://www.apexconfiguration.com/cookie-policy) - [Privacy](https://www.apexconfiguration.com/privacy-policy) ```json { "@context" : "https://schema.org", "@id" : "https://www.apexconfiguration.com/#organization", "@type" : [ "Organization", "ProfessionalService" ], "address" : { "@type" : "PostalAddress", "addressCountry" : "GB", "addressLocality" : "London", "addressRegion" : "England", "postalCode" : "N1 7GU", "streetAddress" : "20 Wenlock Road" }, "alternateName" : "Apex Configuration Group", "areaServed" : "GB", "contactPoint" : { "@type" : "ContactPoint", "areaServed" : "GB", "availableLanguage" : "en", "contactType" : "customer service", "telephone" : "+44 20 8058 8135" }, "identifier" : { "@type" : "PropertyValue", "propertyID" : "UK Companies House company number", "value" : "15871442" }, "image" : "https://www.apexconfiguration.com/hs-fs/hubfs/Act3%20child/images/Configuration-data.webp", "legalName" : "Apex Configuration Group Ltd", "logo" : "https://www.apexconfiguration.com/hs-fs/hubfs/Act3%20child/images/ACG-logo.png", "name" : "Apex Configuration Group Ltd", "sameAs" : [ "https://www.linkedin.com/company/apex-configuration-group", "https://find-and-update.company-information.service.gov.uk/company/15871442", "https://www.crunchbase.com/organization/apex-configuration-group-ltd" ], "telephone" : "+44 20 8058 8135", "url" : "https://www.apexconfiguration.com/" } ``` ```json { "@context" : "https://schema.org", "@id" : "https://www.apexconfiguration.com/#website", "@type" : "WebSite", "inLanguage" : "en-GB", "name" : "Apex Configuration Group", "publisher" : { "@id" : "https://www.apexconfiguration.com/#organization" }, "url" : "https://www.apexconfiguration.com/" } ``` ```json { "@context" : "https://schema.org", "@id" : "https://www.apexconfiguration.com/servicenow-ci-ownership-fields#article", "@type" : "TechArticle", "about" : [ { "@type" : "Thing", "name" : "ServiceNow CMDB" }, { "@type" : "Thing", "name" : "Configuration item ownership" } ], "author" : { "@id" : "https://www.apexconfiguration.com/#organization", "@type" : "Organization", "name" : "Apex Configuration Group", "url" : "https://www.apexconfiguration.com/" }, "dateModified" : "2026-11-02", "datePublished" : "2026-11-02", "description" : "What each ServiceNow CI ownership field means: Owned by, Managed by, Assigned to, Supported by, Managed by group, Support group, Change group and Approval group.", "headline" : "ServiceNow CI Ownership Fields: A Quick Reference", "inLanguage" : "en-GB", "isPartOf" : { "@id" : "https://www.apexconfiguration.com/what-is-cmdb", "@type" : "WebPage" }, "mainEntityOfPage" : "https://www.apexconfiguration.com/servicenow-ci-ownership-fields", "publisher" : { "@id" : "https://www.apexconfiguration.com/#organization", "@type" : "Organization", "name" : "Apex Configuration Group", "url" : "https://www.apexconfiguration.com/" }, "url" : "https://www.apexconfiguration.com/servicenow-ci-ownership-fields" } ``` ```json { "@context" : "https://schema.org", "@id" : "https://www.apexconfiguration.com/servicenow-ci-ownership-fields#terms", "@type" : "DefinedTermSet", "hasDefinedTerm" : [ { "@type" : "DefinedTerm", "description" : "The business manager accountable for a configuration item. References a user (owned_by).", "inDefinedTermSet" : "https://www.apexconfiguration.com/servicenow-ci-ownership-fields#terms", "name" : "Owned by" }, { "@type" : "DefinedTerm", "description" : "The IT manager accountable for a configuration item. References a user (managed_by).", "inDefinedTermSet" : "https://www.apexconfiguration.com/servicenow-ci-ownership-fields#terms", "name" : "Managed by" }, { "@type" : "DefinedTerm", "description" : "The person using or primarily responsible for a configuration item day to day (assigned_to).", "inDefinedTermSet" : "https://www.apexconfiguration.com/servicenow-ci-ownership-fields#terms", "name" : "Assigned to" }, { "@type" : "DefinedTerm", "description" : "An individual support contact for a configuration item; not defined by ServiceNow, used by local convention (supported_by).", "inDefinedTermSet" : "https://www.apexconfiguration.com/servicenow-ci-ownership-fields#terms", "name" : "Supported by" }, { "@type" : "DefinedTerm", "description" : "The group that keeps a configuration item record complete and correct and receives CMDB data quality tasks (managed_by_group).", "inDefinedTermSet" : "https://www.apexconfiguration.com/servicenow-ci-ownership-fields#terms", "name" : "Managed by group" }, { "@type" : "DefinedTerm", "description" : "The group that fixes a configuration item; fills the Assignment group on incidents and problems (support_group).", "inDefinedTermSet" : "https://www.apexconfiguration.com/servicenow-ci-ownership-fields#terms", "name" : "Support group" }, { "@type" : "DefinedTerm", "description" : "The group that implements changes to a configuration item; column change_control, formerly labelled Assignment group.", "inDefinedTermSet" : "https://www.apexconfiguration.com/servicenow-ci-ownership-fields#terms", "name" : "Change group" }, { "@type" : "DefinedTerm", "description" : "The group that approves changes to a configuration item by convention; not formally defined by ServiceNow (approval_group).", "inDefinedTermSet" : "https://www.apexconfiguration.com/servicenow-ci-ownership-fields#terms", "name" : "Approval group" } ], "name" : "ServiceNow CI ownership fields" } ``` ```json { "@context" : "https://schema.org", "@id" : "https://www.apexconfiguration.com/servicenow-ci-ownership-fields#faq", "@type" : "FAQPage", "mainEntity" : [ { "@type" : "Question", "acceptedAnswer" : { "@type" : "Answer", "text" : "Owned by is the business manager accountable for the CI; Managed by is the IT manager accountable for it. Both reference a single user, and ServiceNow's field hints say exactly that." }, "name" : "What is the difference between Owned by and Managed by in ServiceNow?" }, { "@type" : "Question", "acceptedAnswer" : { "@type" : "Answer", "text" : "Support group is the team that fixes the CI, and it fills the Assignment group on incidents and problems. Managed by group is the team accountable for the CI record being complete and correct, and it receives CMDB data quality tasks." }, "name" : "What is the difference between Managed by group and Support group?" }, { "@type" : "Question", "acceptedAnswer" : { "@type" : "Answer", "text" : "No. Owned by references a single user, and the base platform has no group equivalent. A custom field can be added, but it sits outside CSDM synchronisation." }, "name" : "Is there an Owned by group field?" }, { "@type" : "Question", "acceptedAnswer" : { "@type" : "Answer", "text" : "The field was labelled Assignment group until the CSDM changes in the Quebec release renamed the label to Change group. The column name stayed the same, so scripts and reports still use change_control." }, "name" : "Why is the Change group column called change_control?" }, { "@type" : "Question", "acceptedAnswer" : { "@type" : "Answer", "text" : "The CI is probably inheriting its group fields from a technology management offering or from CI Class Manager. 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