Each of the processes ServiceNow is known for (Incident, Problem, Change, Knowledge, Service Catalog/Request, Vulnerability Response, Security Operations, etc.) are designed to reference Configuration Item (CI) records contained within the CMDB. By creating associations between these processes and the related CIs they impact, ServiceNow collects and aggregates the data needed to drive the intelligent decisions made in higher-level automation and orchestration.
Given the foundational importance of this data, it is vitally important to understand that configuration management is an ongoing process and not just a tool to implement. Without proper oversight and governance, the CMDB can become nothing more than a nuisance. A CMDB with poor quality data is just as bad, if not worse, than not having a CMDB at all.
WWT tackles ServiceNow Discovery and CMDB remediations by thoroughly examining and validating the people, processes and technologies at play in your organization. This wholistic approach ensures the highest probability for success. They key is understanding your environment’s current state as a functional entity as well as each individual component.
Some areas typically examined in a Discovery + CMDB Assessment from WWT include:
People & Process
ServiceNow Discovery + CMDB Health Check outputs include: