CMDB Multi-customer Best Practice

[nehajha]

I’m looking for guidance on CMDB data segregation and standardization.

We currently have multiple customers’ data stored within a single CMDB, spanning 91 CI classes. I’m trying to determine the most effective way to segregate the data while maintaining a common attribute that can be consistently applied across all classes for de-duplication task.

Additionally, the current Discovery setup is only populating very limited attributes for most CIs, and many important data points are not being discovered.

I would appreciate insights on:

• Recommended approach to segregate multi-customer data within one CMDB

• Best practice for introducing a common attribute across all CI classes 

• How to improve Discovery coverage when patterns are returning minimal information

• Any CSDM-aligned guidance for multi-tenant CMDB design

[Tanushree Maiti]

Hi @nehajha 

Segregate multi-customer data in CMDB (Assuming your instance is domain separated):

https://www.servicenow.com/docs/r/servicenow-platform/configuration-management-database-cmdb/domain-...

 introducing a common attribute across all CI classes :

Introducing a common attribute across all Configuration Item (CI) classes in Servicenow is best achieved by adding the new field to the Configuration Item [cmdb_ci] table. Because all specific CI classes (e.g., cmdb_ci_server, cmdb_ci_netgear) inherit from this root table, the new attribute will automatically cascade down to all classes.

 improve Discovery coverage when patterns are returning minimal information:

Go through this link. It will help you: https://www.servicenow.com/community/itom-articles/pattern-development-best-practices-for-servicenow...

CSDM-aligned guidance for multi-tenant CMDB design:

https://www.youtube.com/watch?v=LbrgC55O1BE&t=70s

https://www.servicenow.com/community/servicenow-ai-platform-forum/cmdb-identification-reconciliation...