We have Service Now in our organization and it was modified by a third party vendor to support a basic Ticketing System with Request and Incidents as well as a Change Management system. The vendor who provided the product did not create a system that links any of the data we input to any meaningful CI's. We do not have a way to extract metrics beyond, how many tickets, what are their priorities and who is assigned the ticket. I want to incrementally enhance our product to use the CI's in a CMDB by creating a small test case. Where can I start with this?
