Note: Available only for new signups after the 31 March, 2026 release. If you signed up earlier, refer to the existing ITAM documentation.

In Freshservice, a device is any asset with a network presence or a physical footprint in your data center. By maintaining an accurate device inventory, you have visibility into dependencies, resource utilization, and compliance across your entire device environment.

Device categories

Freshservice categorizes assets based on their architecture and role within your network and understanding these types is essential for accurate reporting of. The device categories are as follows:

• Physical Devices: Standard rack-mounted servers, workstations, and network hardware.

• Virtual Devices: Guest instances running on hypervisors (for example, VMware, Hyper-V).

• Blade Devices: Specialized physical hardware that resides within a parent chassis.

• Cloud Instances: Virtual resources hosted in public cloud environments like AWS, Azure, or GCP.

• Cluster/Resource: Logical groupings of devices that act as a single functional unit.

The device lifecycle

Managing a device involves more than just recording its name. Freshservice tracks the asset throughout its entire lifecycle:

• Discovery: Automatically identify devices via network scans, cloud integrations, or manual import.

• Configuration: Assign hardware models, define ports, and map physical locations (Building/Room/Rack).

• Monitoring: Track software installations, services, and connectivity dependencies.

• Maintenance: Log lifecycle events, support contracts, and custom metadata.

• Archiving: Retire the device while preserving its historical data for audit purposes.