AI use case for CMDB

[VijayataM]

Hi There,

I am exploring opportunities to leverage AI within the CMDB space. Let me know if you have any use cases implemented so far.

[Matthew_13]

That’s a great area to explore Buddy!

  CMDB is actually one of the places where AI can be genuinely useful in my opinion, as long as its applied in a practical way.

Some real world like use cases I’ve seen or basically seen customers pilot successfully that include:

• CI data quality and hygiene – using AI to flag incomplete records, inconsistent attributes, or CIs that don’t match the normal pattern for their class.

• Duplicate CI detection – identifying likely duplicates coming from multiple discovery sources and suggesting merges rather than relying on manual review.

• Relationship validation – analyzing incident and event history to suggest missing or incorrect CI relationships and improve impact analysis over time.

• Change risk insights – using CI and incident history to highlight “high-risk” CIs during change planning and CAB reviews.

• Better CI assignment on incidents – recommending the most likely affected CI when users don’t select one or select the wrong one.

• CMDB drift detection – spotting changes to CI attributes that didn’t go through change management or assets that should probably be retired.

Most teams including myself start with recommendations and insights, not full automation. Letting AI surface patterns and risks for humans to review tends to work much better than having it directly update CMDB data.

If you’re looking to start small, CI quality checks or incident-to-CI association are usually the easiest wins. If you share what problem you’re trying to solve first (data quality, impact analysis, change risk. 

@VijayataM - Please mark Solution Accepted and Thumbs Up if you found Helpful 🙂

[mikkojuola]

AI use cases for CMDB are certainly interesting.

On the other hand, CMDB is THE place where data needs to be correct and trustworthy so that other AI capabilities can rely on it. Can you use AI to ensure that? In some cases, yes.

But in general, first you have to have a process and governance model for CMDB data in place. This is where Data Content Manager (DCM), a ServiceNow-certified Store app, can help. DCM can run audits against graphical data models and engage the hard-to-reach business users in data management activities.

You can find a 1,5-minute intro video from the Store, to learn more.

Kind regards,

--Mikko

[Matthew_13]

@VijayataM - Hopefully my answer help you