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Service request and ITAM for Creatio

Unify IT service, cost, and asset tracking.

Getting started

Service request and ITAM for Creatio helps you keep IT Assets always up to date and cover common use cases, such as onboarding or workplace cost control.

New to no-code Creatio features? We recommend that you learn the basic functionality of the Freedom UI interface.

Have you already installed the product and want to start using it now? Go directly to Create your first IT asset or Submit Service Request.

What is an IT Asset, how is it different from a Configuration Item, and why is IT Asset and Configuration Item data always hard to keep up to date?

Key concepts

IT Asset

An IT Asset is a financially valuable component that can help deliver an IT product or service. An IT Asset record helps you manage the asset lifecycle, ownership, cost, warranty, etc.

Typical IT Assets are laptops, servers, software licenses, contracts, and other items that have value for the company.

IT Assets and Configuration Items

Yes, an IT Asset and a Configuration Item (CI) can be the same real object, but they are used for different tasks. An IT Asset is important for cost, purchase, warranty, and lifecycle. A CI is important for tech.

For example, a laptop is an IT Asset because the company buys it, assigns it to an employee, tracks its cost, warranty, and return.

The same laptop can also be a CI because it is used to deliver IT services. It can be linked to a specific user, software, or access rights.

Service Request

A Service Request is a user request for a standard service action that is already agreed as part of service delivery.

For example, a user can request a laptop, approved software, access to a system, equipment replacement, or help with onboarding.

CMDB

A Configuration Management Database (CMDB) is widest possible database for all components related to our service.

It stores information about Configuration Items, IT services, IT Assets, relationships between them and so one.

All CMDBs that we develop help IT teams see what components are used, how they are connected, and which entities are related to each other.

Keeping a CMDB up to date is very difficult. Since not all data sources can be fully automated yet and they are still fragmented, your team will have to do some of the work manually.

Achieving the right balance between manual work and the value of the CMDB for users is an extremely challenging management task.

Early steps

Create your first IT asset

Open the IT assets section and click New.

In the new record, fill in the basic fields:

  • Name — Sales Laptop 01-New;
  • Category — Hardware;
  • Subcategory — Laptop.

Go to the Overview tab and, if needed, fill in the general fields:

  • Business owner — Vicky Wong;
  • Support group — Configuration Management;
  • Purchase date — 28.04.2026;
  • Description — Primary laptop for sales employee.

After you select Subcategory = Laptop, the Laptop information panel becomes available. For this first scenario, fill in:

  • Model — HP ProBook 450 G10;
  • OS — Windows 11;
  • Display size — 15.6”.

If needed, you can also add Hardware spec, Warranty, Warranty expire, and Purchase cost.

Click Save. A new record will be created in the IT assets section.

Success criteria: Sales Laptop 01-New appears in the IT assets list.

[Screenshot placeholder: the Sales Laptop 01-New record after saving.]

Add a connection between IT Assets

Open the IT assets section and click New.

In the new record, fill in the basic fields:

  • Name — Creatio Sales;
  • Category — Software;
  • Subcategory — Application.

Click Save. A new record will be created in the IT assets section.

Open the Sales Laptop 01-New asset, go to the Connects tab, and in the Connected to configuration items block, click New.

In the new connection record, the Current CI field is filled in automatically. Specify:

  • Related CI — Creatio Sales;
  • Connection type — Uses.

Click Save, then open the Connects map tab.

Success criteria: in the Sales Laptop 01-New asset, the connection to Creatio Sales appears on the Connects tab, and this connection is visible on the Connects map tab.

[Screenshot placeholder: the connection between Sales Laptop 01-New and Creatio Sales on the Connects map tab.]

Submit Service Request

Open the Service requests section and click New.

In the request window, fill in the fields:

  • Service request model — Onboarding New Employee;
  • Contact — Vicky Wong.

Click Save. A new record will be created in the Service requests section.

Open the created request and check the Approvals and Steps blocks. If a record for approval appears in Approvals, and the key steps Provision Laptop and Providing other software appear in Steps, you have created your first Service request.

Success criteria: in the created request, there is an approval record in the Approvals block, and Provision Laptop and Providing other software are in the Steps block.

[Screenshot placeholder: the created request Vicky Wong \ Onboarding New Employee with the Approvals and Steps blocks.]