The CMDB is the ServiceNow database that stores information about all technical services. Within the CMDB Discovery, the support information for each service offering is stored in a Configuration Item (CI) specific to that service. It enables IT teams, to better manage their infrastructure especially in the areas of business service impact analysis, asset management, and compliance. Learn how our ServiceNow experts use CMDB’s Core capabilities to assist businesses and organizations in monitoring and detecting health issues
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6. Use Case of CMDB
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Business Application
Impact Analysis
Asset Management,
Financial Optimization
Configuration
Management
Compliance
7. CMDB Table Hierarchy
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Base
Configuration
Item
Configuration
Item
Hardware Computer
Application
Application
Server
8. CMDB Architecture
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Identification and Reconcile Engine Data Consumers
Data Providers
CI
Identification
CI
Reconciliation
Data
Precedence
CMDB
Incident Management
Problem Management
Change Management
Custom Applications,
Tables or Fields
Import Set
Discovery
Service Mapping
Integration using
REST or SOAP
Data Sources
Custom Application
9. Asset & CI Relationship
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Asset Lifecycle Assets
Requested Procured Deploy
“Operational” Environment
Asset becomes a CI if it needs to be Managed.
CMDB Lifecycle CIs
Retired /
Disposed
10. Who Leverages CMDB?
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Problem Management Team
Service Desk
Incident Response Staff
Change Manager
Support Teams
Project Managers
Information Security
Capacity Management Team
Data Center Operation
Asset Management Team
Disaster Recovery Internal Audits
DevOps Teams
Finance Management Team
11. CMDB Data Model &
CI Class Manager
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CMDB Model
CI
Classes
CI
Relationships
CI
Attributes
12. Data Population in CMDB
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Import
Set
ServiceNow
Discovery
ServiceNow
Service Mapping
CMDB
Identification and
Reconciliation Engine (IRE)
API
13. Discovery
Discovery is a mechanism to pull a
data/device in the network
Infrastructure Discovery
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Accurate and Consistent CMDB
Drives
Asset Management
Change Management
Audit and Compliance
Security Operations
Automation
Types of Discovery
Horizontal
Top-Down Discovery
14. Why Do we need Discovery??
Many IT organization rely on CMDB to manage their
infrastructure changes and identify problems
Many CMDB are not current and does not contain right
type of information (many attributes for a device) but
which on are the right set of attributes
As a result, IT staff cannot determine the affected
business service by changes, failures. Discovery
provides visibility into IT infrastructure and its changes
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Ways To Trigger
Discovery
● Quick Discovery
● Discovery schedule to
ensure accuracy of the CI
data across the
enterprise
15. Discovery Lifecycle
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ServiceNow Discovery
Scan for Active
Devices
Shazam
Probe
Determine
CI Type
Classify
Probe
Determine
CI
Identify
Probe
Explore
The CI
Exploration
Probe
Scan
Phase
Classification
Phase
Identification
Phase
Exploration
Phase
16. Discovery Architecture
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CMDB
Storage
Firewall
Network End User Servers VMware
MID Server
17. Leveraging MID Server
What is a MID Server
ECC Queue
MID Server Rules
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Your Network
Firewall
MID Server
Devices
Applications
Servers
Work Stations
Appliances
Internet
443 443
19. Dashboard - MID Server Home
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20. Dashboard - Discovery Home
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21. Credentials
Discovery requires credentials to be
able to access the enterprise
network they vary depending on
network and device.
ServiceNow credentials applications
store credentials in an encrypted
format on a specific table within the
credential table.
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CyberArk Vault
MID Server
CyberArk
AIM Agent
ServiceNow
Network Devices
Servers
Corporate Devices
Storage Devices
27. Our Success Stories of CMDB, Discovery
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Implemented ServiceNow as a single,
standardized platform solution to scale with
the organization
1Two Companies merging with different IT
Support Teams and tools
Led a successful CMDB cleanup which
established governance by defining new
policies and procedures while re-architecting
the ServiceNow Application
2
An untrustworthy CMDB which resulted in
unreliable business outcomes in the change
and incident processes in ServiceNow
CHALLENGE
SOLUTION
CHALLENGE
SOLUTION
28. Our Success Stories of CMDB, Discovery
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Delivered an objective driven approach leading pilot project teams to
start small and scale, removing unnecessary customizations and
meeting government compliance needs.
3Migrated from a Legacy solution to ServiceNow
CHALLENGE
SOLUTION
29. Our Success Stories of CMDB, Discovery
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● Saved a considerable amount of time and money which was
41% time savings on IT efforts to populate devices and
relationships by creating CMDB Discovery process
documents that contain policies, procedures, roles and
responsibilities
● P1 incidents reduced 57% over a two-year period
● The time to close vulnerability tickets was reduced 70% by
correlating vulnerabilities with configuration items
● 91% of changes and configuration items have an automated
approval process
The well-configured, audited and
managed CMDB with Time and Cost
Savings and improved user experience.
4Saving Time and Money
CHALLENGE
SOLUTION
RESULT
30. Our Success Stories of CMDB, Discovery
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● We automated discovery on all the infrastructure and on vertical services. We don’t have
to go out and invent data centers, what and where the apps and services are installed.
● One of our clients was using Discovery to make sure that they have a single record in
the CI, or a primary source of truth
5Accuracy of Data, III defined relationships
CHALLENGE
SOLUTION
31. CMDB Aligned with Business Value
(Big ROI on ITSM Effectiveness)
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Technology
Applications
Data
Communications
IT Management
Security
Systems
Business Service Impact Analysis
32. IT Service Management with a CMDB
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33. Infrastructure Monitoring
without a CMDB
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There are incidents on servers?
How is it affecting the business?
Typical NOC Centers only Monitor
Technology
There is no Business Context from
Events
Proper Urgency or Business Impact
cannot be determined
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