CMDB Process Workshop

[Bidita_Chatt]

Our team just completed the phase 1 of implementing CMDB and below is the scope:

1. CI Ingestion into CMDB (Intune, JamF, Azure, WorkspaceOne, Discovery)

2. Completed tag-based mapping for 1 critical application

3. Relationship mapping between Service, Service Offerings and CIs

I would require some idea as to what are the topics I should cover in the workshop, who should be the participants apart from ITSM teams and from where exactly I should start when sharing the knowledge.

Please be mindful that the organization has never used a CMDB and till now for any ITSM modules they were using Service Offerings.

Also, as Service Mapping has not been completed for all the applications, I neither want to proceed with any manual mapping just to show the benefit. Please advise and share some guidance.

[Dr Atul G- LNG]

Hi @Bidita_Chatt 

The best place to check is Now Create. Look for the CMDB Process Workshop and follow that, mate.

[baba · Accepted solution]

@Bidita_Chatt  Last month i conducted the CMDB workshops for 5 days so i suggest you to include below topics.

Topics

1. Introduction to CMDB

What is CMDB and why it matters for ITSM/ITOM.

Key benefits: Impact analysis, faster incident resolution, compliance, and automation.

1. Scope of Phase 1 Implementation

CI ingestion sources (Intune, JamF, Azure, WorkspaceOne, Discoveryetc).

Tag-based mapping for critical application.

Relationship mapping between Service, Service Offerings, and CIs.

1. Current State & Achievements

Show CMDB Health Dashboard (Completeness & Correctness).

Highlight ingestion success and relationship mapping.

1. CSDM Overview

Explain Common Service Data Model and its role in structuring CMDB.

How Service, Service Offering, and CI relationships fit into CSDM.

1. Governance & Data Quality

Importance of CI ownership, compliance rules, and deduplication.

CMDB health metrics (Completeness, Correctness, Compliance).

1. Future Roadmap

Service Mapping (planned approach, not manual).

Integration with ITSM processes (Incident, Change, Problem).

Automation opportunities (Discovery, tag-based mapping expansion).

Participants:

ITSM Teams (Incident, Change, Problem managers).

IT Operations / Infrastructure Teams (Server, Network, Cloud admins teams).

Application Owners (especially for critical apps).

Security & Compliance Teams (for governance and audit).

Enterprise Architecture / Service Owners (for CSDM alignment).

Platform Team (ServiceNow admins and developers).