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Post By Admin Last Updated At 2023-04-06
ServiceNow CMDB: Boost Your Company’s Growth

Operating and maintaining a reliable configuration management database (CMDB) can be challenging even under ideal conditions, but many organizations lack the necessary strategy to make that happen. Access to reliable data that supports IT operations and decision-making is essential for success in the quickly developing field of information technology.

The Configuration Management Database (CMDB) solution manages all technical services for an organization. A Configuration Item (CI) specific to each service offering is maintained in the CMDB and contains the support information for that service.

What does ServiceNow’s CMDB mean?

The service's name and description, assignment groups, change management approvers, service roles, and other information about the service support are all included in this information. It serves as a common repository for the configuration information for all ServiceNow applications.

ServiceNow In simple terms, CMDB is a centralized database that stores information about the components of an IT system. These components are commonly known as "CIs." (configurable items). A CI is an asset that must be managed to offer IT services.

With ServiceNow CMDB:

  • Access past data and keep track of changes.
  • manage change to improve service delivery
  • spot problems early issues with servers or applications that are simple to identify
  • Recognize the present situation

Want to know more information? Enroll today for ServiceNow Online Training

CMDB: Why Is It Important?

In contrast to a typical database, the CMDB gathers data from external sources while making sure that the sources continue to own the data. By using the CMDB to examine data from many perspectives, you might be able to develop a structured understanding of it. Configuration management involves the following duties, per the ITIL recommended specifications:

  • Choose which CIs should be added to the CMDB
  • Make sure that only people with the proper permissions can edit the data.
  • Ensure that the status of incoming CI is continuously tracked and updated.
  • Conduct audits and reviews to ensure data accuracy.
  • Several users may be able to access a CMDB, so many companies find it advantageous to add a web interface to make it more user-friendly.

Is CMDB a security tool?

A CMDB tool can support IT planning, security, compliance, and auditing with an accurate inventory of important assets. Organizations use CMDBs to keep track of configurations and understand how system components are related to one another.

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How does a CMDB work?

A CMDB offers a centralized location to store information about IT assets and configuration items (CIs). The CI is the primary CMDB building block. A configuration item (CI) is anything that is managed by configuration, be it a router, server, application, virtual machine, container, or even a logical entity like a portfolio. CIs in the environment are typically found using data import tools, which then move them to the CMDB. Some IT teams may also utilize manual tools to maintain their CMDB, but doing so is not a smart idea because it cannot scale and produces problems, such as duplication and unnecessary CIs.

After the data has been collected and unified, it needs to be checked for quality and consistency, and any data gaps should be located and filled in.

A CMDB must always be updated and, preferably, automatically updated to maintain its high level of accuracy.

What are the benefits of CMDB?

One of the main advantages of CMDB is that it consolidates all the segmented data needed to run IT across the enterprise into one location, allowing IT Operations visibility into all the IT resources in the company. It stops data from being dispersed among numerous sites. Here are just a few ways a CMDB benefits IT, teams:

it helps prevent outages, drastically shortens the time it takes to fix an outage, maintains compliance, prevents security and audit fines, helps decision-makers understand key service contexts, which improves risk assessment and reporting, and tracks software license and cloud costs.


Technology managers may make plans for both comprehensive asset management and high-level corporate architecture with the help of CMDB.


CMDB enhances fundamental ITSM techniques including incident, change, and problem management.

By anticipating which systems and users may be most negatively affected, CMDB helps enhance risk assessment in change management. Assisting teams in managing audit trails and controls, also promotes compliance.

By locating the modifications and underlying reasons for an issue and working towards a quicker resolution, CMDB has an impact on incident management. Teams can follow incidents over time together with the assets affected by the occurrence because incident records are linked to their CIs.

CMDB enhances problem management by assisting with root-cause analysis, which enables teams to locate a problem's origin more rapidly. Additionally, it helps teams discover assets that require an upgrade to cut down on service costs and downtime. This enables proactive management.


Application and service codes are crucial for IT finance since they facilitate the distribution of billing statements and the management of other finances.

Characteristics of CMDBs

Seamless dashboards

It is simple to track the health of data, the impact of changes, trends that indicate incidents or difficulties, and the health of the CIs thanks to the integration of dashboards with CI metrics and analytics. It dramatically shortens the time it takes to resolve a problem by providing the operations team with real-time insights about the preceding incident, problem, and change associated with a CI.

Access controls

Access controls allow the flexibility to assign multiple access levels to people or teams as needed and track any changes back to their original location in the event of an incident or query.


You will receive thorough records for visibility and auditing. The condition of CIs, historical changes, checks and balances, and occurrences are among the insights into records.

Data population and CI creation

This is backed by three distinct approaches that all search IP addresses within a company's network to identify software and hardware information: integrations, discovery tools, and manual input. With this procedure, a company's entire inventory of resources, including cloud resources, is created.

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Federated data sets

Assistance with federated data sets including CI normalization and reconciliation, along with the necessary data.

IT service mapping

A tangible illustration of the connections and interdependencies relating to an IT service.

Challenges of CMDBs

Despite the clear benefits of CMDB, many organizations struggle to take advantage of their CMDB solutions. Here are just a few reasons why: manual processes were used to build the CMDB, there were no established procedures or methods for identifying the crucial data that needed to be transferred into the CMDB, and there were no automated tools to make sure the data was placed in the correct location in the CMDB  This does not, however, imply that the technology is seriously broken; by identifying the relevant factors, issues that could reduce CMDB efficacy can be foreseen and prevented.


Maintaining the accuracy of a CMDB can be challenging; some of these challenges include discovery tools not being used frequently enough, a lack of automated protocols, or an excessive reliance on data input. Accuracy will increase as a result of concentrating on and optimizing discovery within your CMDB.


Even though a CMDB is a centralized location to examine data, not all asset data must necessarily reside there. A great practice is to use information from different tools such that the one that is most relevant to each instance is used to support it.

Multiple data sources

Although a CMDB acts as a central repository for information on IT assets, there may occasionally be an excess of data flowing from the sources feeding the CMDB. This can confuse people and make it more difficult to categorize the data.


Many companies believe that CMDBs are only used to map outmoded systems, not the modern cloud and software infrastructure stack. To track the value of your CIs in a platform that provides a thorough picture of your technological ecosystems, you must not let the semantics dispute discourage you.


Some firms may wish to consolidate all of their data there without taking use cases or their particular needs into account since they believe their CMDBs to be the only trustworthy source of information. A CMDB should only contain important and valuable data that supports processes; be sure to specify the value, objective, owner, and procedures for updating each  record

Team Dedication

The level of team commitment is one of the major factors affecting how successfully new technologies and procedures are adopted and integrated. If your business and the people involved are not committed to the success of your CMDB solution, it is unlikely to be a success.


It's crucial to choose the right tool if you want to achieve it. Some CMDB platforms are little more than fixed asset repositories, slow to adapt to change, and dependent on dated infrastructure discovery techniques. The best CMDB technologies can quickly adjust and take new asset types into account.

Some Sustainable long-term Solutions

CMDB is a flexible platform that can develop and expand alongside your business. Now that you are aware of some typical CMDB issues, apply the following five criteria to assist you to launch and complete a CMDB program:

  1. Recognize the advantages of CMDB use for the business
  2. Begin the process with a crucial yet simple and manageable assignment.
  3. Metrics Should Be Top to Bottom Aligned
  4. Look into the reasons why prior CMDB attempts failed.
  5. Implement What the Company Learns

How can the main CMDB features be improved?

  • By learning how to assess the CMDB health of the business and the best ServiceNow instance CMDB practices.
  • Attending courses will increase your understanding of CMDB and your evaluation score as well as the effectiveness of your data foundation.
  • Use service mapping to improve your decisions
  • You'll need tools for mapping and visualizing service dependencies to make your CMDB data relevant and useable. Although data kept in a database at rest is interesting, its ultimate value comes from use.
  • The key component of ITIL that enables organizations' success at all levels is the CMDB. It is a solid and adaptable platform that can grow and change along with your business, reflecting your most recent best practices and knowledge in the provision of IT services.
Final Words:

You will need the necessary technical knowledge, which can be obtained by signing up for the free demo session on ServiceNow Online Course, to fully leverage the database's potential. Set up a session with the OnlineITGuru support staff right away to learn ServiceNow.