The CMDB build out for non technical users?

[Kimberly Hatche]

What is the best in practice approach for the CMDB build out for non technical users?

[Dr Atul G- LNG]

Hi @Kimberly Hatche 

What do you mean by a non-technical user? Are you referring to the end user? If yes, it would be better to show them the services in an end-user-readable format. Share more details so I can guide you further.

[Kimberly Hatche]

Yes, that is what I am referring to. I am building an all-inclusive calendar with targeted "dates" for maintenance, upgrades, etc., and of course, the blackout window of activities.  The end users' experience gets confusing when their role is unclear.   

[AJ-TechTrek · Accepted solution]

Hi @Kimberly Hatche ,

If my understanding correctly getting non-technical users to contribute to a CMDB build-out is tricky but very important. The key is to make it simple, guided, and governed so they can provide the necessary data without worrying about technical CMDB details.

Principles for CMDB Build-Out with Non-Technical Users
1. Don’t expose raw CMDB tables (cmdb_ci, cmdb_rel_ci, etc.)
* Non-technical users should never directly edit the CMDB.
* Instead, give them a guided interface (portal, forms, or catalog items).

2. Abstract technical complexity
* Use Service Offerings, Business Applications, and Services as entry points.
* Let users provide business context (e.g., owner, purpose, location, vendor) instead of IP addresses or server details.

3. Governance through Data Manager / CI Class Manager
* Data Manager provides policy-driven data management tasks (attestation, lifecycle tasks).
* CI Class Manager makes sure attributes are aligned with best practices and users only see what they need.

4. Validation & IRE (Identification and Reconciliation Engine)
* Even if users submit data, IRE ensures no duplicates are created and existing CIs are updated properly.
* This keeps the CMDB clean.

Recommended Approaches
1. Service Catalog / Employee Center Portal Forms
* Create catalog items (e.g., "Register a Business Application", "Submit a New Vendor", "Update Service Owner").
* Non-technical users fill in only business attributes:
* Application Name
* Business Owner
* Support Group
* Vendor / Contract Info
* Lifecycle dates (start/end)
* Behind the scenes → Flow Designer updates/creates CIs in the CMDB.

This is the most common best practice.

2. CMDB Workspace with Simplified Views
* In CMDB Workspace, configure custom simplified views for non-technical personas (e.g., application owners).
* Show only relevant fields like Owner, Status, Lifecycle dates, Service Offering.
* Hide all the technical attributes (IP, OS, version, etc.).

3. Attestation / Data Manager Tasks
* Use CMDB Data Manager to send out periodic attestation tasks to business owners.
* Example: "Please confirm that you are still the owner of Application X" or "Update lifecycle information for Service Y".
* The UI is simplified and focuses only on the attributes they need to validate.

4. Service Mapping / Discovery for Technical CIs
* Let technical data (servers, databases, network devices) come from Discovery / Integrations / Service Mapping.
* Let non-technical users provide only business context (ownership, importance, lifecycle, relationship to services).

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Thank You
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