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Set your direction

Clear configuration management goals, objectives, and outcomes are the keys to designing a great configuration management capability that leads to a rock‑solid CMDB.

Designing a great configuration management capability starts with clear configuration management goals, objectives, and outcomes. Make sure your configuration management efforts are aligned to your business objectives.

Write well‑stated goals and objectives

Companies with successful CMDB deployments always articulate what to accomplish, their approach, intended business outcomes, and their ongoing measurements of those outcomes.

What

What do you want to accomplish?

How

Define your approach, constraints, and assumptions.

Why

What are the business outcomes that CMDB will support?

Measure

How do you know you're doing it right?

Table 1: A quick way to set goals and objectives


Start by writing a list of use cases to focus your goals. These use cases should directly tie to strategic initiatives of your company. ServiceNow customers often start with these:

QUESTIONS YOU'RE ADDRESSING

MAPPED USE CASE

HOW DOES THIS TIE BACK TO CMDB?

An infrastructure component broke in the middle of data center migration. How would this impact services?

Data center migration

Accurate infrastructure configuration and its impact on business services

We need to change something in our data center. How will this affect our business?

Change management

Accurate infrastructure configuration and its impact on business services

Our monitoring tool notified us that a metric has exceeded a threshold that happens to be in the cloud. How urgent is this to our business?

Cloud-first strategy

Mapping of cloud services along with on-premises infrastructure

We’re spending lots of money on our IT infrastructure. Where are these components deployed and for what business applications?

Asset management

Accurate tracking of infrastructure and applications 

Table 2: Questions that customers ask when setting up key use cases tailored to support business initiatives to accelerate goals and objective definitions

Customer example

Table 3 shows you how one customer outlined goals and focused on key business priorities using the Why section.

Table 3: A customer example of setting goals and objectives

Read more examples of how to effectively set goals and objectives.

Expert Tip

EXPERT TIP

Write your goals so they help your organization achieve its strategic initiatives.

Explore additional phases

Plan

You want to be sure everything is in place for a smooth, successful deployment.

Deploy

You want to be sure you’re following best practices during implementation.

Optimize

You’re up and running and want to get the most from your investment.

Extend

You’re ready to extend ServiceNow into other areas of your enterprise.

Thank You

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