• Products
  • Use cases
  • Industries
  • Making it #EasyForEmployees
  • A guide with best practices for transforming the employee service experience.
  • Modernizing government via ITSM
  • A research doc about government agencies’ digital transformation challenges.


  • Gartner names ServiceNow a leader
  • 2018 Magic Quadrant for Enterprise High-Productivity Application PaaS.


  • General Mills transforms HR
  • Global employee service experience shows entire corporation how it’s done.


  • Do you need an AI council?
  • Formal collaboration helps implement new technology safely and effectively.

Managed performance and service health

You can now manage your CMDB health and keep critical services at maximum availability. Be sure to document any critical services in the configuration management system and CMDB that will impact your configuration management plan.

Create a complete set of documents similar to what you create for a software engineering lifecycle. Treat critical services inside the CMS as strategic applications for your business. Document the following for every critical service:

  • Requirements
  • Logical design
  • Physical design
  • Test plan and test scripts
  • Requirements Traceability Matrix
  • Data dictionary

ServiceNow provides a great way to manage critical business services. But maintaining business service relationships with the underlying infrastructure is a continuous effort. Our customers often use Discovery, Service Mapping, and Event Management to keep the CMDB current and healthy with critical service information.


Configuration Management System

The ITIL V3 Configuration Management System is a much broader system that combines many different data repositories.

Figure 5: Event Management dashboard: Incremental journey with Discovery, Service Mapping, and Event Management will give you complete visibility and control of critical business services in CMDB


For further reading, consult this CMDB Design Guidance white paper.

Expert Tip



With a healthy CMDB, you can manage service health through properly mapped services.

Explore additional phases


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


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


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


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

Thank You

Thank you for submitting your request. A ServiceNow representative will be in contact within 48 hours.

form close button

Contact Us

I would like to hear about upcoming events, products and services from ServiceNow. I understand I can unsubscribe any time.

  • By submitting this form, I confirm that I have read and agree to the Privacy Statement.