CMDB Update CIs/Create CIs

[kathymorris]

Hi,

How other Customers are updating their CI's. Our business unit has a request for IT people (who are new to ServiceNow and the CMDB) to be able to create CI's/ update CI's directly via the Service Catalog. Another request was for them to update the CI dependency relationships directly as well. They think that since it is their CI's there will be no issue. Any thoughts about this approach (pros/cons)? 

I know there is a Data Certification within ServiceNow. What are other businesses doing to manage the data integrity of their CMDB, and make updates/create CIs that are not discoverable via Discovery?

Best,

Kathy 

[Kristen Ankeny · Accepted solution]

Best practice would be for this information to come from Discovery, other discovery type tools, or integration with external systems if that data is managed in another golden source of data. In ServiceNow, manual creation and relationships would live at the layers that are logical (business applications, application service for example). My guidance would be to minimize the amount of data that is created and maintained manually. It should be limited to classes/relationships that cannot be accomplished via automation (including service mapping) and that provide a value to the business. There should be clear governance in place, ownership defined, and utilization of tools such as CMDB Health, CMDB Data Manager, and Data Certification to monitor data and prompt for review, update, and validation.