Manual CMDB entry and management

[Joe Brown42]

Good Afternoon Everyone,

I am trying to find any training and/or documentation around best practice or even how to's for the Service Now platform that revolves around a system that has no additional plugins such as ITOM, HAM, SAM etc. 

If anyone has any information about where I can get or find information that is based more around manual implementation rather than using the service now plugin's for automation that would be helpful.

[Mateus Oliveira]

Hello @Joe Brown42 

I am not sure I fully understand what you are looking for. But in any case, I don't think you can find much on manual management of CMDB because this is really not a good practice. Ideally you should rely in process like Discovery, Service Mapping and others to make sure you will have a healthy and up to date CMDB.

In anyway, if you are still targeting a fully manual implementation, I recommend rely on the basic CMDB documentation (Manage the CMDB (servicenow.com) and from there came up with a data model for yourself which you can maintain manually. This should be as lean as possible at first as you will be targeting a manual CMDB management. This would be my main recommendation.

I hope this helps you. Please, mark my response as helpful in case it helped you.

[Joe Brown42]

A potential starting point as an example that may help could be the service mapping. 

In order to create an individualised service map for a business service the training online refers to using Surf which is something that we do not have and using the relationships function creates a diagram for the entire environment rather than individual services.

Can this be achieved in the "Configuration - Services" tab to create the diagram of how the service flows? 

[Mateus Oliveira]

Well, for manual Service Mapping I believe the best would be to achieve it through relationships between the CI's. By doing it, you would be able to get your map view through the Dependency View link in the CI form.

We have a similar model in the company I work. If you can come up with a good data model (my suggestion is to rely on CSDM for that) you can enforce by process that the CI's will be manually related from the infrastructure up to the Business Service. Doing it correctly will enable to get a service map from the dependency view.

For the data model, I strongly recommend you to get familiar with CSDM. From your last comment, I understand you might also be looking for exact tables to achieve it, and here you can find it: Customer Service Management and CSDM tables (servicenow.com) I hop this helps you.

Please, mark my response as helpful 👍 in case it helped you. And also mark the question as answered in case your issue is solved. This really helps future readers.