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Show your CMDB’s value to other departments

When you integrate business processes, tie them back to your goals, and communicate proactively about changes to the CMDB, you make the CMDB a valuable asset to the organization.

You can show value to other organizations by tying back to the goals and objectives you set earlier. The value to others is if you can provide a line of sight from strategic business drivers to the services offered to your customers to the technologies used to deliver your services to the actual operational infrastructure used to the total cost of your services.

Start by integrating with key business processes such as asset management, incident management, etc.

Set clear relationships with the various governance boards and align with business processes from the beginning. You can save $110,000 per hour or more on service outages when you document your relationship with other governance mechanisms. Start  by mapping the four business processes listed in Table 5 to your configuration management plan.

Start by mapping the four business processes listed in Table 6 to your configuration management plan.

Remember to practice configuration control that was set up in Stage 3 to ensure you take care of change requests from these business processes.


Configuration Item

A CI is one of the most important components of your CMDB. It’s simply an application, infrastructure, or service component you’re managing. It can be a physical server, an app running on a virtual server, or a business service.

Table 6: Four important business process integrations

Communicate using the ServiceNow CMDB dashboard

Using the ServiceNow CMDB dashboard, your stakeholders get status updates and track important changes. In this way, you’re able to share the health of the CMDB. Figure 5 is an example of the ServiceNow infrastructure and operation’s CMDB dashboard. The ServiceNow team uses this dashboard to manage the health of the CMDB and communicate it to business stakeholders.

Figure 5: ServiceNow uses its own CMDB dashboard to monitor health and makes it easy for stakeholders to see CMDB status

Use these major metrics to track your CMDB health:

  • Completeness – Test for required and recommended fields that are not populated
  • Compliance – Audit the CMDB for its adherence to predefined certificates
  • Correctness – Test against predefined data integrity rules such as identification rules, orphan CI rules, and stale CI rules

Some ServiceNow customers use internal social media channels to share the CMDB dashboard with hundreds of stakeholders who are then able to track changes and resolve inconsistencies or problems quickly. The CMDB dashboard is a great way to track continual improvement and data quality.

The real value in communicating clearly is that both IT and the business partners can save millions of dollars on unexpected outages and improve remediation when tracking CI changes. With the CMDB dashboard, you can show other governing boards how a process has changed and what changes are needed in the configuration management plan.

Expert Tip


Clear communication about changes in the configuration management plan to business stakeholders is great for the long‑term health of your CMDB.


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