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CMDB process

yasserbouat
Tera Guru

3 weeks ago

Hello,

I want to learn the CMDB process in ServiceNow : how to define and owning the process, maintaining and developing the Configuration Management plan, the CMDB data model, and associated rules, in line with ServiceNow CSDM 4.0. 

So, if you have some use case / scenario, please share !

Thanks,

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kaushal_snow
Mega Sage

3 weeks ago

Hi @yasserbouat ,

 

 

Common Service Data Model (CSDM) is the framework from ServiceNow that standardizes how services, infrastructure, applications, and dependencies should be modeled in the CMDB.....CSDM 4.0 introduces some updates including a new Build domain, improved lifecycle/ status attributes, more prescriptive modeling of Business vs Technical Services, enhanced focus on foundation data (locations, organizational structure, etc.).


In short, the goal is to make CMDB not only accurate and reliable, but also aligned with business outcomes: service visibility, service portfolios, risk & cost management, change control, etc.....

 

check these articles: 

 

https://www.servicenow.com/docs/bundle/washingtondc-servicenow-platform/page/product/csdm-implementa...

 

https://virima.com/blog/servicenow-cmdb-governance-best-practices-for-maintaining-a-healthy-and-accu...

 

https://www.servicenow.com/community/cmdb-articles/best-practices-for-cmdb-data-management/ta-p/2841...

 

Youtube: https://youtu.be/hANONH1c1vQ

 

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.

 

Thanks and Regards,
Kaushal Kumar Jha - ServiceNow Consultant - Lets connect on Linkedin: https://www.linkedin.com/in/kaushalkrjha/
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Pratiksha
Mega Sage
Mega Sage

3 weeks ago - last edited 3 weeks ago

Phased Approach to Service Mapping and CSDM Alignment

1. Foundation Setup

Start by laying the groundwork:

  • Users, Groups, and Locations:

    • Add and validate user accounts.

    • Define user groups with appropriate roles and access controls.

    • Set up accurate physical or logical location data.

  • Sanitization:

    • Ensure data consistency and quality across these foundational elements.

2. Infrastructure & Discovery

Engage with the Infrastructure/Platform Team:

  • Automation of Discovery:

    • Implement Discovery tools or agents to auto-identify infrastructure and devices.

    • Integrate monitoring or endpoint agents where needed.

  • Populate CMDB:

    • Use discovery data to populate and maintain CI records accurately.

3. Business Understanding

Collaborate with Business Units:

  • Understand Business Services:

    • Work closely to document services and offerings.

    • Identify stakeholders and service owners.

4. Service Ownership & Management

Clarify service management responsibilities:

  • Hosting and Management:

    • Identify whether services are internally managed or supported by third-party vendors.

    • Assign service ownership accordingly.

5. Service Mapping

For services you host or manage directly:

  • Perform Service Mapping:

    • Identify and map dependencies between CIs.

    • Build accurate service maps reflecting real-time infrastructure and application relationships.

6. Connect the Dots (CSDM Alignment)

Use the CSDM view of service maps. 

  • Map relationships between:

    • Business Services

    • Technical Services

    • Business Applications

    • Service Offerings

  • Validate compliance with CSDM framework.

  • Ensure visibility from top-level business objectives down to supporting infrastructure.

 A well-structured CMDB with aligned services, enabling effective incident management, change control, and strategic decision-making.

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