If you see ServiceNow as a ticketing tool, that is precisely what you will get. You need to expand your horizon if you are interested in deriving actual value from your service management efforts.
Incident Management is valuable in itself, though its (and brother and sister processes) actual value is only derived when connected to a coherent and best-practice representation of your service stack.
Your CMDB alone cannot manage this, as this is a representation of your infrastructure. CMDB entities only have merit in their ability to support business requirements. If you cannot answer if something is valuable to track for the goals of the businesses, then you are likely introducing unnecessary cost and complexity.
To determine if something in the CMDB has business value, you need to consider what services it underpins and their criticality.
The Common Service Data Model allows you to ensure that you a) understand how your services are performing, b) understand how an ITSM process impact a service, c) that you are compliant with the prescriptive data management pillar of ServiceNow around which all future developments will adhere, and d) you obtain a singular and shared definition of services in your organization that can be utilized across all business units from customer service, to project portfolio management, agile management, IT operations management, etc., etc.
So, would you like to know why changing a small server configuration or degradation of an API might impact the user experience of thousands of your customers beyond being able to point at its immediate dependencies?
