Supported business outcomes
Summarize
Summary of Supported business outcomes
The CMDB success advisor in the Yokohama release helps ServiceNow customers drive measurable improvements in their Configuration Management Database (CMDB) by aligning data quality efforts with specific business outcomes. Instead of addressing the entire CMDB at once, it enables focused remediation on key areas based on the desired outcomes relevant to your organization.
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Key Features
- Outcome-Driven Approach: Each supported business outcome corresponds to a dedicated product with its own scope, dashboard, data quality monitoring, and guided remediation workflow.
- Data Foundations: Focuses on improving accuracy, completeness, and reliability of Configuration Item (CI) data by allowing selection of principal CI classes. This targeted approach reduces data entry errors and enhances the quality of incident, problem, and change records. It also helps align with the Common Service Data Model (CSDM) and increases integration coverage.
- Hardware Asset Management (HAM): Concentrates on improving hardware data accuracy and completeness for physical devices such as computers, servers, and printers. It identifies issues like missing model IDs, serial numbers, locations, duplicate records, and CI state mismatches. Guided remediation helps improve hardware normalization, asset lifecycle tracking, financial reporting, and compliance.
- Configurable Scope: The number of principal CI classes in Data Foundations and hardware model categories in HAM can be configured to match organizational priorities and scale.
- Flexible Use: Customers can start with one outcome and expand to others or run both Data Foundations and HAM simultaneously if goals overlap.
Practical Guidance for Customers
Use the CMDB success advisor to select the business outcome that best aligns with your goals:
- Choose Data Foundations if your priority is to improve integration coverage and foundational CI data quality.
- Choose HAM to focus on hardware asset data accuracy, lifecycle management, and financial reporting.
- Run both outcomes simultaneously if you want to improve overall CMDB data quality and hardware asset management together.
This targeted advisory experience provides tailored KPIs, issue detection, and guided remediation to efficiently improve your CMDB data quality in areas that matter most to your business.
CMDB success advisor drives measurable CMDB improvements by aligning data quality efforts with specific business outcomes. Instead of tackling the entire CMDB at once, the advisor enables you to target the areas that matter most, beginning with the outcomes you want to achieve.
Each supported business outcome maps to a dedicated product with its own scope, dashboard, data quality monitoring, and guided remediation. CMDB success advisor supports the following business outcomes:
- Data Foundations
- Use Data Foundations to keep your CI data accurate, complete, and reliable. By selecting the CI classes that matter most to your organization, you give your teams a focused, clear view of your IT infrastructure in the CMDB.
When you configure your Data Foundations scope in CMDB success advisor, the selected CI classes are automatically marked as principal classes. Doing so filters the CI fields on task records to show only the most relevant items, enabling you to reduce data entry errors and improve the accuracy of your incident, problem, and change records.
You can select principal classes to improve foundational data accuracy, align with Common Service Data Model (CSDM), strengthen incident and change CI links, and increase integration coverage for important CI classes.The default configuration enables you to select up to 200 principal classes.
To learn more, see Using CMDB success advisor for Data Foundations.
- Hardware Asset Management (HAM)
- Use HAM to keep your hardware data accurate and complete. This includes computers, servers, printers, and other physical devices. Focus on the hardware model categories that create the most business risk. By doing
this, you can fix data issues that affect asset tracking and financial reports.
CMDB success advisor for HAM shows you hardware CIs that are missing model IDs, serial numbers, or locations, identifies duplicate records, and highlights asset and CI state mismatches. It then guides your team through targeted remediation to resolve each issue.
You can select hardware model categories to improve hardware normalization rates, track asset life cycles accurately, strengthen financial and compliance reporting, and reduce duplicate and outdated hardware records. The number of categories you can select is configurable using the sn_cmdb_advisor.cmdb_advisor_scope_limit property.
To learn more, see Using CMDB success advisor for HAM.
Choosing your CMDB success advisor outcome
Use the following table to get the right CMDB success advisor guidance for your organization's goals. Each outcome activates a dedicated advisory experience with its own scope, KPI dashboard, issue detection, and guided remediation. You can start with one outcome and expand to the other at any time or run both simultaneously if your organization has overlapping goals.
| Business goal | Recommended outcome |
|---|---|
| Improve integration coverage for your most critical CI classes | Data Foundations |
| Track and fix missing serial numbers, model IDs, and locations for hardware | HAM |
| Support asset life cycle management and financial reporting accuracy | HAM |
| Eliminate duplicate hardware records and asset and CI state mismatches | HAM |
| Improve both data quality and hardware asset accuracy | Both: Data Foundations and HAM can run simultaneously |