Use Case:
Our business platform has facilitated a CMDB solution; however, the maturity of the CMDB is currently lacking. Before initiating improvement activities, I wish to evaluate the CMDB maturity and identify the gaps that need to be addressed in order to enhance the maturity level.
Solution:
To commence the CMDB assessment, the following framework must be considered and aligned with the subsequent activities. Drawing from my assessment experience, I have developed a simple chart designed to improve the CMDB maturity level. The table below details each activity on which we should focus and assess the current level. There are three primary pillars that we should emphasize in the assessment, represented as Analyze, Fix, and Governance. This framework encompasses the activities and focus areas listed below.
Fig - a. CMDB Assessment Framework
The table above outlines the primary focus areas. I will now delve deeper into each focus area, highlighting the specific aspects you should concentrate on within the current platform.
i. Plugin Installation & Enablement:
The existing platform is first assessed to determine what is activated. If it does not exist, you should enable the plugin and initiate your assessment.
a. CMDB Workspace
It facilitates access to all CMDB-related inquiries and manages the out-of-the-box (OOB) capabilities while aligning with OOB standard recommendations.
b. CMDB & CSDM Foundation Dashboard:
This plugin supports CMDB findings according to OOB standards and presents them in a dashboard format. It is part of the platform analytics and is available in the 'ServiceNow Store' at no cost.
c. Service & Digital Portfolio Management:
This plugin primarily supports the CSDM framework, focusing on offering areas such as Technical and Business offerings. It encompasses the Run and Fly phases of the CSDM framework.
ii. Data Verification:
The evaluation of data is crucial in the assessment of the Configuration Management Database (CMDB). In particular, the foundational data assessment facilitates a quicker publication of results in the maturity of the CMDB.
a. Foundational Data:
Company, Users, Locations, Support Groups, Approval Groups, CMDB Groups, Product Models, Contracts
b. Non-Discoverable Attributes & Custom Fields:
Managed, Support, Approval and Change Group for each CIs. Additional fields which are not populated by data sources.
c. CI Class Manager - Managed By Group:
Evaluate the group field for each class. I recommend that at least the parent class should fill the group field and assist in defining the CMDB policies.
d. Asset & CI Mappings:
Assess the each CI mapped with appropriate Configuration Item.
iii. Improvement Focus Areas:
a. CMDB Score & Improvements:
Retrieve the Completeness, Correctness, and Compliance Scores from the CMDB Workspace within your current environment. Verify that the corresponding scheduled job is functioning properly.
b. De-Duplication Tasks for Duplicate CIs:
Simply comprehend the number of duplicates present in each class through the de-duplication task and strategize on how to address them in each class.
c. Persona Governance:
Ensure that the following personas are present on the platform: "CMDB Admin, Config Manager, Class Owner, or CI Analyst." If any of these personas are not present, discuss the possibility of enabling that persona to ensure effective governance.
d. Integration fine tune:
Verify that all integration sources, including Discovery, Service Mapping, Custom, and SG Connectors, are functioning correctly and populating the appropriate data. Locate the IRE enablement via your CI Class Manager and the OOB API within the import set tables.
e. Missing "Required & Recommended" Attributes Health Dashboard:
Identify the necessary and suggested attributes from the CMDB Health Dashboard and concentrate on areas for improvement.
iv. Rule Configuration:
Determine the number of rules that are configured and present in the current platform, and plan to establish the following rules with the assistance of CI Class Manager and Health Inclusion to ensure completeness, correctness, and compliance score within the current platform.
a. Stale CIs + Rules
b. Orphan CIs + Rules
c. Health Inclusion Rules
Find the templates for the de-duplication library and confirm the existence of IRE rules for all classes. If they are not present, be prepared to configure them and activate that solution as well.
d. De-Duplication Library Templates
e. IRE Rules - "CMDBTransformUtil" for ImportSet CIs
v. Policy Configuration:
Evaluate the existence of the CMDB policy within the current platform, including Attestation, Certify, and Retire Policies. If they do not exist, utilize the 'Data Manager' functionality and prepare to set up the Attestation, Certify, and Retire Policies. Please refer to the links below for guidance on how to configure these policies within the platform - CMDB Policies
vi. Score Sheet:
Evaluate the existing score for the specified OOB KPI and identify the gap items. The functionality of the Score sheet has been employed, and a plan for enhancements has been established.
Fig b - Complete Score Sheet List
Fig c - Specific Score Sheet List
Regards,
Suresh.
