Transforming CMDB ServiceNow and Best Practices

Company

V-Soft Digital worked with one of the largest broadband and high-speed internet providers in the United States, serving 19 markets across the country.

Challenge

The client’s CMDB (Configuration Management Database) was not set up correctly. While it housed data, it wasn’t fully explorable and the client wasn’t following CMDB best practices for data governance or reconciliation. The database wasn’t up to date and couldn’t display status or relationship/attributes of processes. The client was looking to transform their CMDB to become a single source of information.

Solution

V-Soft Digital performed a detailed ASIS (American Society for Industrial Security) risk assessment of the existing CMDB and quickly adopted CSDM (Common Service Data Model) guidelines. The Digital team also conducted a discovery and service mapping following ServiceNow best practices. After performing the assessments and managed services, V-Soft Digital was able to provide many enhanced capabilities.

CMDB Implementation:

Multiple data source population
Data identification and reconciliation
Governance – auditing, business rules, data security
Health dashboard and CI lifecycle process
Maintenance and management

Enhanced Service Mapping:

External APIs
App tools
Field service tools
Email forwarding
Payment services
NOC outage board

Result

This long-term project completely transformed the client’s CMDB, and enhances discovery optimization and issue resolution. The solution also allows for simplified CMDB maintenance, improvement, auditing, and report generation to track, manage, and analyze applications, transforming the company’s data governance and user experience.