In ServiceNow, the Duplicate CI Remediator is a governed tool designed to safely resolve duplicate Configuration Items while preserving the most valuable and authoritative record. The first step in the remediation wizard is identifying the Main CI, which will be retained after remediation.
ServiceNow uses two primary attributes to help determine the best candidate for the Main CI:
Oldest Created (Option A)
The oldest CI is often preferred because it typically has a longer operational history, may be referenced by historical incidents, changes, problems, or audits, and is more likely to be embedded in downstream processes and reports. Retaining the oldest CI helps avoid breaking historical references.
Most Related Items (Option B)
A CI with the most relationships (for example, links to applications, services, incidents, or other CIs) is generally the most valuable from a business and operational context perspective. Preserving these relationships is critical for impact analysis, Change Management, and CSDM-aligned service modeling.
Options C (Newest Created) and D (Least Related Items) are not used as selection criteria because newer or weakly-related CIs typically contain less historical and relational value and are better candidates for removal or merging.
By prioritizing Oldest Created and Most Related Items, the Duplicate CI Remediator aligns with CMDB Data Foundations best practices, ensuring minimal data loss, preserved business context, and safer de-duplication outcomes.
Therefore, the correct answers are A and B.
