1/10 Q. ITOM Project Help !! Series 1st Question (Please No Paste CHATGPT ANSWER)

[SandeepKSingh]

(An e‑commerce & in‑store POS retailer) has onboarded your MSP (Cloud Dimensions Services) to implement ITOM Foundations + Discovery + Event Management. Aarya’s CIO wants visibility of all infra/apps, stable CMDB health, and noise‑free alerting with simple auto‑healing for known issues. Procurement insists on a payer model: invoices must map cost to service owners (business services) for showback.

Tech landscape (sample):

• Network: 10.20.0.0/16 (Prod), 10.30.0.0/16 (Non‑Prod)

• Windows Servers (Prod): 10.20.10.11 (IIS – Web), 10.20.10.12 (IIS – Web), 10.20.20.21 (SQL – DB)

• Linux Servers (Prod): 10.20.30.31 (Nginx – Web/API), 10.20.30.32 (Tomcat – App)

• Devices: 2 Cisco switches, 1 F5 LTM (VIP: 172.16.1.50)

• Cloud: 2 VMs on AWS (bastion & batch worker)

• Apps: AaryaShop (customer portal), POS‑Hub (store POS sync)

• Monitoring inputs: Email (legacy), SNMP traps (network), REST feed (custom app health), Windows Event Log (service stops)

Business expectations:

1. CMDB must reflect authoritative CIs with correct ownership (CSDM v5.0 alignment).

2. Discovery coverage ≥ 90% of in‑scope IPs; duplicates ≤ 2%.

3. Named Business Services: AaryaShop, POS‑Hub with Runs on & Depends on relationships.

4. Event noise reduced by 60%; actionable alerts route to right assignment groups.

5. Payer view: Every CI must roll up to a Business Service → Service Owner (cost showback).
   
   How to Implement this in our PDI ?
   
   
   
   

[Ravi Gaurav · Accepted solution]

No One can you give you the correct answer.. as per our experience we need to put the answer

Step 1 – Set Up CMDB Foundations (CSDM v5.0)

Enable CSDM plugin (if not active) → ensures CMDB is aligned to v5.0 data model.

Create Business Services:

AaryaShop

POS-Hub

Service Owners → Assign test users in your PDI to business_service.owner.

Map infra/apps under correct CSDM layers:

Business Service → Application Service → Application (IIS, SQL, Tomcat, etc.) → Technical Services (network, servers).

Outcome: Every CI is traceable to a Business Service and an Owner for showback.

 Step 2 – Discovery Setup\MID Server → Install locally (on your laptop/VM) and connect to PDI.

Configure Discovery Schedules for IP ranges: ( Choose IP range based on your IP network)

AWS VMs → via Cloud Discovery (AWS integration) if possible, else manual CI load.

Patterns & Probes:

Windows → WMI, Powershell.

Form Alert use Event Management @AJ-TechTrek  you can add your input

[SandeepKSingh]

Thanks @Ravi Gaurav 
Its really Helpful 🙂

[Bhuvan]

@SandeepKSingh 

Refer CSDM v5.0 from below link. Setup Foundation data before you start with discovery and service mapping. Activate CSDM plugin

https://www.servicenow.com/community/common-service-data-model/csdm-5-finally-get-the-csdm-5-white-p...

https://www.servicenow.com/docs/bundle/zurich-servicenow-platform/page/product/csdm-implementation/t...

Bring in User & Groups data from source and setup role based access in ServiceNow. Identify a test user to mimic Service Owner.

Discover your CIs using horizontal discovery, service mapping, cloud discovery and populate in CMDB. Create logical CIs and map it with discovered CIs along with relationships and assign Service Owner.

Setup Event integration with your monitoring tool and bring the events which in turn will create alerts and incidents.

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan