ServiceNow is powerful. We know that and we’ve proven that. But the question we’re here to solve today is what could possibly be dynamic enough to support ServiceNow from the bottom up?
The root of ServiceNow ITOM (IT Operations Management) is the ServiceNow CMDB (Configuration Management Database), the foundation of the ServiceNow platform. As the underlying database powering everything from Asset Discovery to Agent Intelligence, you can think about the CMDB as the foundation of ServiceNow’s power – or at least one of the foundational elements.
An extension of our ITOM Overview eBook, this brand new CMDB eBook will walk you through visualizing your ServiceNow CMDB while keeping a value sense perspective in mind, defining an implementation strategy and process, and ensuring the long-term health of your database.
Anyone who cares to know what makes a ServiceNow implementation successful will quickly realize that the CMDB is the glue holding everything together. The data within the CMDB is applied to nearly every area of the ServiceNow platform. This is why, since ServiceNow’s Aspen release, CMDB has always been the bedrock of ServiceNow, and will continue in this role even as ServiceNow expands its product to add new features and functionality.
Are you ready to strengthen your CMDB? Download our new CMDB eBook, or skim a preview below, where we walk through one step in getting CMDB right… the first time.
Step 3: Define an Implementation Strategy and Process
Continuing on our CMDB journey, Acorio aligns with a strong implementation strategy …
Broken up into three phases (crawl, walk, and run), our approach provides clients with a scalable plan to mature their CMDB. As we proceed to walk through our multi-phased approach, keep in mind that it’s not always a linear process. It is absolutely ok to get to the run phase, and then return to the crawl or walk phase. Just like in the real world, you can’t run forever, and it’s healthy and necessary to take breaks to slow down and walk. These periods allow for reflection and foster a space focused on continuous improvement.
That being said, a lot of times you don’t have to return to crawling and walking if you take the proper time at the beginning of a new project to account and plan for future success. You really want to make sure you have the correct processes and procedures in your crawl phase before moving forward. By doing so, you’re setting yourself up for future success to get on to the next steppingstone.
Phase One: The Crawl Towards Foundational Maturity
CMDB requires constant care and feeding, and you only get out of it what you put in. For this crawl phase, the focuses include:
- Defining goals and expectations
- Mapping out your process
- Making your RACI
- Identifying roles
It’s a lot of work to establish these processes and procedures, but it’s absolutely necessary before moving onto the next phase. If we were cooking, the crawl phase would be finding your recipe and collecting the correct ingredients. You can’t cook much without having the right supplies and instructions. The key to completing this phase successfully is defining clear goals, taking a deep look at the process, and setting aside the time to find the right people.
Admittedly, these words of advice could apply to any project within ServiceNow. I mean, when should you not focus on people, process, and technology? But for this specific phase of implementing your ServiceNow CMDB, it’s imperative that you examine all three of these items simultaneously and how they relate to one another.
Once this step is complete, you will be in the perfect position to deepen your CMDB maturity. Next comes the walk phase.
Phase Two: Beginning to Walk in the Direction of Continued Maturity
As you start to mature your process, review it with a health check. You’ll be able to identify and target deficiencies, which in turn will teach you some valuable lessons to continue maturing your process.
From there, you can start to leverage the foundational aspects of your primary implementation with Discovery or Population of CIs from an electronic source to start Service Mapping or Manual Mapping. As you continue to mature your CMDB, you will be bridging the gap between your business and infrastructure.
The walk phase is all about continuous improvement, so make sure to keep checking back on your process and examining your approach to look for ways it can be optimized.
Next, you can take a look at layering things on top of existing applications and functionality, like machine learning adding operational intelligence for additional analytics. Using the lessons learned from your CMDB health, KPIs will help get your CMDB tailored uniquely for your organization.
Discover the Rest of the ServiceNow CMDB
Discover the remaining steps to getting ServiceNow CMDB right at your enterprise, plus an overview of a phased roadmap implementation approach and specialized ServiceNow applications.