Show your CMDB’s value to other departments

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

You can show value to other departments by tying back to goals and objectives you set forth earlier. The value to others is generated when you can provide a line of sight from your strategic business drivers and the services offered to your customers to the technologies, infrastructure, and costs required to deliver your services.

Start by integrating with key business processes such as asset management or incident management. Set clear relationships with the governance boards for these processes – you can save $110,000 per hour or more on service outages when your governance mechanisms are aligned. Figure 5, below, shows how you can map four business processes to your configuration management plan [3].


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 5: Four important business process integrations

Remember to practice Configuration Control to ensure you take care of change requests from these business processes.

Communicate using the ServiceNow CMDB dashboard

Using the ServiceNow CMDB dashboard, your stakeholders can get status updates and track important changes. In this way, you’re able to share the health of the CMDB.

Figure 7: 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, 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 its 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

Expert Tip

Make sure to document the relationship between configuration management and other governance mechanisms, to provide a clear line‑of‑sight between the value provided by your CMDB and your business goals.

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