CCB1170-K21 - A fail-safe approach for implementing ITOM health

[Dhruv Gupta1]

Session Title:  CCB1170-K21 - A fail-safe approach for implementing ITOM health

Event: Knowledge Conference 2021

Session Type: Breakout Session

Session Link: Click Here

Speakers:

@Ashutosh Munot & @Dhruv Gupta 

Please find the attached documents for your reference. Once Conference is over will share the ppt as well. If you have any questions, post them in the comments will try to reply to each one of them as quickly as possible.

[Rae Ann Prasnic]

Great session. Thanks for the information and sharing your time with the community.

[Curtis2]

Excellent session...

I've got a difficult nut to crack with my instance.  I started as Configuration Manager/ServiceNow Architect end of September of last year.  Overall CMDB Health was a dismal 11%.  We've got it up to the high 90's now; however, one or more of my predecessors thought it would be a great idea to create two new sub-class under cmdb_ci_service, one for a basic application (sans versioning) and another under that one to hold version and environment.

Now, Incident, Problem, Change, Release and who knows what else are embedded with that hierarchy which we need to eliminate before we can adopt CSDM vAnything.

The ITSM apps are using a combination of categorization (change) and refQuals (incident & problem) which are making it difficult to just move the CIs to a proper location because it would break their existing process.

I am leaning in the direction of a multi-phased approach where we implement a categorization scheme across all ITSM modules, open up the scope of CI's selectable by modifying the refQual.  Once we do that, the original (incorrect) class will still be visible but as we migrate them to their new correct homes, the same CI, or a replacement for the same, will become visible by means of a simple change to categorization.  In this manner, I'm thinking we can get away with a gradual shift rather than having to take an 'all in' plunge into the deep end.

Any thoughts or recommendations?