--- sourceDocument: Zurich IT Asset Management sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/it-asset-management Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich IT Asset Management ft:clusterId : - itam bundleId : - itam workflow : - Technology --- # Monitor HAM data quality # Monitoring CMDB data quality using dashboard metrics in CMDB success advisor for HAM {#ariaid-title1} Release version: Zurich Updated September 28, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 7 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Monitoring CMDB data quality using dashboard metrics in CMDB success advisor for HAM The CMDB success advisor for Hardware Asset Management (HAM) dashboard helps CMDB administrators monitor and improve the quality of hardware asset data within the Configuration Management Database (CMDB). It provides targeted insights and metrics to identify data quality issues such as missing attributes, duplicate records, and mismatches between Configuration Items (CIs) and assets. This enables organizations to maintain accurate, complete, and operationally efficient CMDB data supporting HAM processes. Show full answer Show less The dashboard is accessible after completing the CMDB success advisor for HAM setup and requires specific roles for access. It updates based on the latest HAM data collector runs, ensuring timely visibility into data quality status. ## Key Features * **AI-generated CMDB data quality insights:** Summarizes top data quality issues affecting HAM outcomes, ranked by impact and accompanied by guided remediation actions to help prioritize fixes. * **Detailed metrics on CIs:** Includes data on normalization status, model category distribution, data integration sources, and key attributes completeness such as model details, ownership, location, and serial numbers. * **Identification of data quality problems:** Highlights outdated CIs, duplicates, missing asset links, and lifecycle mismatches between CIs and assets to improve data accuracy and lifecycle tracking. * **Interactive filters:** Users can refine dashboard views by model categories, date ranges, and stale CI thresholds to focus on specific data subsets or time periods. * **KPI Details and Remediation Actions:** Selecting a chart segment opens detailed trend analysis and actionable remediation panels to facilitate data quality improvement efforts. * **Performance Analytics Integration:** Metrics are powered by Performance Analytics, with notifications if data collector limits impact metric availability. ## Practical Use Cases * **CMDB administrators** gain real-time visibility into hardware asset data quality, quickly detect missing or incorrect CI attributes, identify duplicates, and monitor asset lifecycle status. * They can prioritize and track remediation tasks to maintain an accurate CMDB that supports HAM functions such as asset tracking and license management. ## Access and Permissions * **sncmdbadmin:** Required for dashboard access and overall CMDB administration. * **sncmdbuser:** Provides read-only access to dashboard data and AI summaries. * **sncmdbeditor:** Includes read access plus editing capabilities on CMDB records outside the CMDB success advisor application. ## Data Quality Metrics Explained * **CIs missing model data and key attributes:** Metrics reveal incomplete CI records lacking model IDs, names, manufacturers, ownership, location, or serial numbers, which can lead to operational inefficiencies. * **CI data quality issues:** Shows CIs not updated within configurable periods and identifies duplicate CIs to reduce redundancy and stale data. * **CI and asset-related issues:** Highlights CIs missing asset links, virtual CIs improperly associated with assets, assets without matching CIs, and lifecycle status mismatches between CIs and assets, improving lifecycle accuracy and license compliance. ## Filters and Customization The dashboard includes filters for model category, date range, and stale CI thresholds (e.g., 7, 14, 30, 60, 90 days) to allow focused analysis. Users with the appropriate role can reset filters to default views. These filtering options help tailor data quality monitoring to specific hardware categories, timeframes, or data recency requirements. ## Benefits for ServiceNow Customers By leveraging this dashboard, ServiceNow customers can systematically monitor and remediate hardware asset data quality issues within their CMDB. This leads to more reliable asset tracking, compliance with HAM licensing, and improved operational efficiency. Regular use helps ensure the CMDB remains a trusted source of truth for hardware asset information, supporting better decision-making and service management. The CMDB success advisor for HAM dashboard enables CMDB administrators to identify and address data quality issues specific to HAM in the Configuration Management Database (CMDB). Important: Charts display up to the top 10 values. Any remaining values are grouped into an Others category. When you select a segment or count on a chart from a CMDB success advisor dashboard, the KPI Details page opens. On the page, you can analyze how a specific metric trends over time. Additionally, the Remediation actions panel appears when remediation actions are available for that card. Use the panel to improve the quality of CMDB. To learn more, see [KPI Details](https://www.servicenow.com/docs/access?context=kpi-details&version=zurich&pubname=zurich-now-intelligence&ft:locale=en-US) and [Improving CMDB data quality for HAM](https://www.servicenow.com/docs/q9YxzFhix2c_j~XBK16H1Q "The Remediation actions panel available for a chart in the CMDB success advisor dashboard for Hardware Asset Management (HAM) suggests targeted actions to improve the overall quality of your Configuration Management Database (CMDB)."). Note: If the Performance Analytics data collector exceeds its row limit during data processing, a notification banner appears on the dashboard indicating that some metrics could not be loaded. For more information, see [Data collector Performance Analytics properties](https://www.servicenow.com/docs/access?context=pa-dc-props&version=zurich&pubname=zurich-now-intelligence&ft:locale=en-US). ## Access the dashboard {#cmdb-sa-ham-dashboard__section_dyt_5kz_dgc} To open the dashboard, select View insights for HAM on the CMDB success advisor landing page. See [Access CMDB success advisor](https://www.servicenow.com/docs/access?context=cmdb-sa-access&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US). The dashboard displays a Last updated timestamp reflecting the completion time of the most recent HAM data collector job run. Note: The CMDB success advisor for HAM dashboard is available only after the setup process is complete. For more information, see [CMDB success advisor for HAM setup](https://www.servicenow.com/docs/9i8Bsk9NgIRV47rHE885Kw "Use the CMDB success advisor application to configure and manage the CMDB success advisor for Hardware Asset Management (HAM)."). ## Required roles {#cmdb-sa-ham-dashboard__section_t5j_5x1_2gc} {#cmdb-sa-ham-dashboard__table_zjj_xwy_hgc__entry__2} | Role | Description | |-|-| | sn_cmdb_admin | Required to access the dashboard. | | sn_cmdb_user | Provides read-only access to CMDB success advisor pages and data, including the AI-generated summary of the dashboard. | | sn_cmdb_editor | Provides the same dashboard access as sn_cmdb_user, with write access on CMDB records outside the application. | [Table 1. Roles required for CMDB success advisor for HAM dashboard] {#cmdb-sa-ham-dashboard__table_zjj_xwy_hgc} ## Use cases {#cmdb-sa-ham-dashboard__section_h2f_xy1_2gc} For examples of how different people in your organization would use this dashboard, see these use cases. {#cmdb-sa-ham-dashboard__table_lnc_zz1_2gc__entry__2} | User | Dashboard use | |-|-| | CMDB administrator | * Gain real-time visibility into hardware asset data quality and completeness * Identify missing or incorrect CI attributes quickly * Detect duplicate CIs and unlinked assets * Monitor asset life cycle status (installed, retired, inactive) * Prioritize and track data cleanup and remediation tasks * Verify that the CMDB stays accurate to support HAM {#cmdb-sa-ham-dashboard__ul_ydp_j1b_2gc} | [ ] {#cmdb-sa-ham-dashboard__table_lnc_zz1_2gc} ## Dashboard features {#cmdb-sa-ham-dashboard__section_sgb_yfb_2gc} The dashboard provides clear, consolidated insights into hardware asset data quality and asset status. Use the dashboard to identify and resolve data quality issues within the CMDB through dedicated sections, filters, indicators, and visual reports. Gain valuable insights into CMDB performance related to HAM. Targeted CMDB metrics focus remediation efforts. Regularly monitor these metrics and follow suggested remediation actions to systematically improve CMDB data quality over time. Important: The dashboard data is filtered based on the Selected model categories and Date range filters. See [Filters](https://www.servicenow.com/docs/zmOgz1Ig1E3xfi6KXIpZlQ#cmdb-sa-ham-dashboard__section_an4_nnj_fgc). {#cmdb-sa-ham-dashboard__section_sgb_yfb_2gc__entry__2} | Feature | Description | |-|-| | CMDB data quality insights generated by AI | Displays an AI-generated summary of CMDB data quality for HAM outcomes and lists the top 5 issues with guided remediation actions. Issues are ranked primarily by the percentage of CIs or CI classes that each issue affects, not by severity, within five categories, in this order: Data integrity, CI attributes, CI-asset relationships, Business rules, and Data Manager policies. Foundational data integrity issues, such as duplicate CIs and stale CIs, are evaluated first because they can inflate the counts behind other issues. A percentage gap of more than 15 points between issues in the same category can change their default order. A percentage gap of more than 40 points between issues in different categories can also change their default order. For the reasoning behind the ranking and recommendations, see [Summarize CMDB readiness with the ServiceNow Otto skill](https://www.servicenow.com/docs/access?context=na-cmdb-skill-summ-rdy&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US). Select View reasoning to open the Reasoning popover, which explains the ranking and includes a Learn more link to the same topic. Note: Available only when the summarize CMDB readiness skill is configured. See [Configure the summarize CMDB readiness skill](https://www.servicenow.com/docs/access?context=na-cmdb-config-summ-rdy&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US). | | CIs by normalization status | Displays the breakdown of operational CIs by HAM normalization status to indicate how much of the CMDB is normalized against the hardware product model catalog. | | CIs by model category | Displays the breakdown of operational CIs by associated model category to highlight CI distribution in the CMDB. | | CIs by data integration source | Displays the breakdown of operational CIs by data integration source to highlight their contribution to CMDB population. | | [CIs missing model data and other key attributes](https://www.servicenow.com/docs/zmOgz1Ig1E3xfi6KXIpZlQ#cmdb-sa-ham-dashboard__section_tgc_yz3_fgc) | Displays key metrics related to CIs missing model details, ownership, and other key attributes, leading to incomplete records and operational inefficiencies. | | [CI data quality issues](https://www.servicenow.com/docs/zmOgz1Ig1E3xfi6KXIpZlQ#cmdb-sa-ham-dashboard__section_rzg_2mj_fgc) | Displays key metrics related to CIs that have not been updated or may have duplicate records, leading to outdated information and inconsistencies in the CMDB. | | [CI and asset-related issues](https://www.servicenow.com/docs/zmOgz1Ig1E3xfi6KXIpZlQ#cmdb-sa-ham-dashboard__section_hmb_vmj_fgc) | Displays key metrics related to mismatches and missing links between CIs and assets, leading to incomplete asset life cycle tracking and reporting issues. | [Table 2. Feature description] ## Filters {#cmdb-sa-ham-dashboard__section_an4_nnj_fgc} Filters enable narrowing the data shown in graphs and metrics based on model category, date range, or stale CI threshold. {#cmdb-sa-ham-dashboard__table_dsk_4nj_fgc__entry__3} | Name | Type | Description | |-|-|-| | Model categories | List | Filters CIs based on the selected model categories. | | Date range | Date | Filters the dashboard data based on the selected date range. | | Stale CI | List | Filters stale CIs based on the number of days since their last update. Available values: `7`, `14`, `30`, `60`, and `90` days. | [ ] {#cmdb-sa-ham-dashboard__table_dsk_4nj_fgc} Select Reset filters to clear all filter selections and restore the dashboard to its default view. Note: You need the pa_viewer role to use the filters, including Reset filters. ## CIs missing model data and other key attributes {#cmdb-sa-ham-dashboard__section_tgc_yz3_fgc} Displays key metrics related to CIs missing model details, ownership, and other key attributes, leading to incomplete records and operational inefficiencies. {#cmdb-sa-ham-dashboard__table_qc2_wdj_fgc__entry__3} | Card | Description | Indicators | |-|-|-| | CIs missing model name | Operational CIs not associated with a model ID or associated with a model ID missing a name. | [CIs missing model name](https://www.servicenow.com/docs/utYZHhFoby~p9ElK1AZF_Q#cmdb-sa-ham-dashboard-indicators__ci-missing-model-name) | | CIs missing model number | Operational CIs not associated with a model ID or associated with a model ID missing a model number. | [CIs missing model number](https://www.servicenow.com/docs/utYZHhFoby~p9ElK1AZF_Q#cmdb-sa-ham-dashboard-indicators__ci-missing-model-number) | | CIs missing model manufacturer | Operational CIs not associated with a model ID or associated with a model ID missing a manufacturer. | [CIs missing manufacturer](https://www.servicenow.com/docs/utYZHhFoby~p9ElK1AZF_Q#cmdb-sa-ham-dashboard-indicators__ci-missing-manufacturer) | | CIs missing model ID | Operational CIs not associated with a model ID. | [CIs missing model ID](https://www.servicenow.com/docs/utYZHhFoby~p9ElK1AZF_Q#cmdb-sa-ham-dashboard-indicators__ci-missing-model-id) | | CIs missing assigned to | Operational CIs not assigned to a specific user, leading to unclear ownership and delayed action. | [CIs missing assigned to](https://www.servicenow.com/docs/utYZHhFoby~p9ElK1AZF_Q#cmdb-sa-ham-dashboard-indicators__ci-missing-assigned-to) | | CIs missing location | Operational CIs not associated with a location, leading to gaps in asset tracking and service mapping. | [CIs missing location](https://www.servicenow.com/docs/utYZHhFoby~p9ElK1AZF_Q#cmdb-sa-ham-dashboard-indicators__ci-missing-location) | | CIs missing managed by group | Operational CIs not managed by a specific ownership group, leading to inefficient support assignment and operational risk. | [CIs missing managed by group](https://www.servicenow.com/docs/utYZHhFoby~p9ElK1AZF_Q#cmdb-sa-ham-dashboard-indicators__ci-missing-managed-by-grp) | | CIs missing serial number | Operational CIs missing a serial number, leading to issues with duplicate identification. | [CIs missing serial number](https://www.servicenow.com/docs/utYZHhFoby~p9ElK1AZF_Q#cmdb-sa-ham-dashboard-indicators__ci-missing-serial-number) | [Table 3. CIs missing model data and other key attributes section] {#cmdb-sa-ham-dashboard__table_qc2_wdj_fgc} Note: The percentage change comparison on the cards in this section covers the most recent 6 months of data. Tip: Select Show more in the CIs missing model data and other key attributes section to view all the cards. ## CI data quality issues {#cmdb-sa-ham-dashboard__section_rzg_2mj_fgc} Displays key metrics related to CIs that haven't been updated or may have duplicate records, leading to outdated information and inconsistencies in the CMDB. {#cmdb-sa-ham-dashboard__table_r1m_mmj_fgc__entry__3} | Card | Description | Indicators | |-|-|-| | CIs not updated | Operational CIs not updated, causing data gaps and inaccuracies in the CMDB. When you select a segment on the CIs not updated chart, the KPI Details page title reflects the Stale CI filter value selected at the time. For example, CIs not updated in last 30 days. | [CIs not updated in last 7 days](https://www.servicenow.com/docs/utYZHhFoby~p9ElK1AZF_Q#cmdb-sa-ham-dashboard-indicators__ci-not-updated-7) [CIs not updated in last 14 days](https://www.servicenow.com/docs/utYZHhFoby~p9ElK1AZF_Q#cmdb-sa-ham-dashboard-indicators__ci-not-updated-14) [CIs not updated in last 30 days](https://www.servicenow.com/docs/utYZHhFoby~p9ElK1AZF_Q#cmdb-sa-ham-dashboard-indicators__ci-not-updated-30) [CIs not updated in last 60 days](https://www.servicenow.com/docs/utYZHhFoby~p9ElK1AZF_Q#cmdb-sa-ham-dashboard-indicators__ci-not-updated-60) [CIs not updated in last 90 days](https://www.servicenow.com/docs/utYZHhFoby~p9ElK1AZF_Q#cmdb-sa-ham-dashboard-indicators__ci-not-updated-90) Note: The CIs not updated card data is additionally filtered based on the Stale CI filter. See [Filters](https://www.servicenow.com/docs/zmOgz1Ig1E3xfi6KXIpZlQ#cmdb-sa-ham-dashboard__section_an4_nnj_fgc). | | Duplicate CIs | Operational CIs identified as duplicates based on key matching attributes, causing data redundancy. | [Duplicate CIs](https://www.servicenow.com/docs/utYZHhFoby~p9ElK1AZF_Q#cmdb-sa-ham-dashboard-indicators__ham-duplicate-ci) | [Table 4. CI data quality issues section] {#cmdb-sa-ham-dashboard__table_r1m_mmj_fgc} ## CI and asset-related issues {#cmdb-sa-ham-dashboard__section_hmb_vmj_fgc} Displays key metrics related to mismatches and missing links between CIs and assets, leading to incomplete asset life cycle tracking and reporting issues. Note: The KPI Details trend chart for the CIs missing asset, Virtual CIs with asset, and Assets missing CI cards covers the most recent 6 months of data. {#cmdb-sa-ham-dashboard__table_ck3_zmj_fgc__entry__3} | Card | Description | Indicators | |-|-|-| | CIs missing asset | Operational CIs not associated with an asset record, leading to incomplete asset life cycle tracking. | [CIs missing asset](https://www.servicenow.com/docs/utYZHhFoby~p9ElK1AZF_Q#cmdb-sa-ham-dashboard-indicators__ci-missing-asset) | | Virtual CIs with asset | Virtual assets created for virtual CIs that are operational, leading to inaccurate consumption of HAM licenses. | [Assets created for virtual CIs](https://www.servicenow.com/docs/utYZHhFoby~p9ElK1AZF_Q#cmdb-sa-ham-dashboard-indicators__asset-created-virtual-ci) | | Assets missing CI | Assets without a matching CI, caused by CIs not being discoverable on the network. | [Assets missing CI](https://www.servicenow.com/docs/utYZHhFoby~p9ElK1AZF_Q#cmdb-sa-ham-dashboard-indicators__assets-missing) | | CI install status vs. asset state | All CIs where the install status matches or differs from the corresponding asset state. Available only on instances where the CSDM Activation plugin (com.snc.cmdb.csdm.activation) is not active. | [CI install status vs. asset state matched](https://www.servicenow.com/docs/utYZHhFoby~p9ElK1AZF_Q#cmdb-sa-ham-dashboard-indicators__ci-install-status-asset-state-matched) [CI install status vs. asset state mismatched](https://www.servicenow.com/docs/utYZHhFoby~p9ElK1AZF_Q#cmdb-sa-ham-dashboard-indicators__ci-install-status-asset-state-mismatched) | | CI life cycle stage vs. asset life cycle stage | All CIs where the life cycle stage matches or differs from the corresponding asset life cycle stage. Available only on instances where the CSDM Activation plugin (com.snc.cmdb.csdm.activation) is active. | [CI lifecycle stage vs. asset lifecycle stage matched](https://www.servicenow.com/docs/utYZHhFoby~p9ElK1AZF_Q#cmdb-sa-ham-dashboard-indicators__ci-install-status-lifecycle-match) [CI lifecycle stage vs. asset lifecycle stage mismatched](https://www.servicenow.com/docs/utYZHhFoby~p9ElK1AZF_Q#cmdb-sa-ham-dashboard-indicators__ci-install-status-lifecycle-mismatch) | [Table 5. CI and asset-related issues section] {#cmdb-sa-ham-dashboard__table_ck3_zmj_fgc}