Insights: Article

5 tips to unlock value in your ServiceNow Configuration Management Database (CMDB)

The ServiceNow Configuration Management Database (CMDB) is a foundational element in driving value across your ServiceNow ecosystem. As organisations adopt more and more ServiceNow capabilities, the value of having a well-managed, robust and business-aware CMDB increases.

Kinetic IT has worked with many organisations to help them get the most out of their ServiceNow CMDB to enhance their Enterprise Service Management delivery and boost their experience throughout the platform. Here are our top 5 tips on unlocking the value of your ServiceNow CMDB.

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1. Define your vision and goals

Understand why you are embarking on this journey and set some goals. What outcomes do you want to see and what maturity level is right for your organisation?

2. Establish governance

Establishing good governance will help ensure that your ServiceNow CMDB continues to deliver value over time and as business needs change. Define a policy, assign ownership, and develop interconnected processes. This helps set the foundation for the future.

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3. Automate, automate, automate

Your ServiceNow CMDB is an everchanging collection of configuration items and their relationship to each other. Without automation, data quickly becomes stale and the trust in the CMDB is eroded along with its value. Implement ITOM Discovery & Service Mapping, integrate with trusted systems of record, and automate interconnected processes to keep your CMDB accurate and up to date.

4. Bring your stakeholders on the journey

Organisational change management is key. Your teams need to understand why they are embarking on this journey and how a robust CMDB will provide value to the services they deliver.

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5. Configuration Management is an ongoing journey

As the organisation changes and the use of the ServiceNow platform evolves, so does your CMDB. It will need new CI Classes, new integrations, and new data to support new capabilities. The journey never ends, but if you follow the tips above it will be smoother with fewer bumps along the way.

Kinetic IT can help your organisation get more value out of your ServiceNow CMDB and service management delivery. Contact our ServiceNow experts to find out how.

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