Levelling Up Your CMDB & CSDM for World-Class IT Operations

Managing Your Company’s IT Environment is Critical

As an IT Operations leader, you know that effectively managing your company’s IT environment is critical for keeping services running smoothly and minimising disruptions to the business. However, managing a complex web of applications, servers, databases, networks and other components is easier said than done. This is where having a robust configuration management database (CMDB) integrated with a standardised common service data model (CSDM) can be a game-changer.

A CMDB acts as a centralised repository documenting all the IT components in your environment and their relationships. A well-designed CSDM then logically organises and defines this component data through a standardised, service-centric model. Together, they provide a “single source of truth” that gives visibility into how technical components map to and enable core business services.

The benefits of maturing CMDB and CSDM capabilities are immense:

– Faster incident response by understanding service dependencies

– Lower risk of change disruptions through impact analysis

– Optimised infrastructure utilisation and costs

– Improved IT financial management by modelling services

– Enhanced IT governance through centralised, standardised data

Key Recommendations

Despite these compelling advantages, fully implementing and operationalising an integrated CMDB/CSDM is a challenging journey. Based on years of experience, here are some key recommendations:

1. Start with automated data discovery

Don’t try to manually populate your CMDB – invest in auto-discovery tools that can baseline your environment’s devices, applications, networks, etc.

2. Get cross-functional input on the CSDM

Defining logical service models requires input from enterprise architects, application owners, infrastructure teams and business representatives. Facilitate collaborative workshops.

3. Implement robust data governance

Even with auto-discovery, data will become stale without ongoing governance. Define standards, owners, and maintenance processes.

4. Use a phased, service-oriented approach

Don’t boil the ocean – prioritise standing up the CSDM for high-impact business services first and then incrementally add others over time.

5. Choose the right tools

Implement CMDB and CSDM solutions with robust out-of-the-box data models that can accelerate your time-to-value.

6. Capture qualitative and quantitative benefits

Clearly define and measure the operational and financial benefits you’re deriving to maintain investment.

The reality is that building out comprehensive CMDB/CSDM capabilities is a multi-year journey requiring collaboration across IT disciplines. But it’s a journey well worth taking given the transformative impact on delivering resilient, cost-effective IT services. By following these recommendations, IT Operations leaders can put their teams on the path to CMDB/CSDM maturity and truly world-class service management.

Unlock your ServiceNow potential with a trusted partner.

As a ServiceNow Elite Partner, NTT DATA Business Solutions helps organisations maximise their ServiceNow platform to enhance outcomes, improve digital services, and achieve high ROI. Our expertise in Service Operations (IT Service Management and IT Operations Management) enables us to support highly digital-dependent organisations in unlocking their digital transformation potential. Whether re-platforming core business applications to the cloud, operating large communications networks, transforming business models to IoT, or meeting daily IT service needs, we have delivered some of the most advanced ServiceNow deployments.

Our best practice methodologies, AiOps accelerators, and deep platform expertise make us the top choice for digital-first businesses. Additionally, our knowledge of enterprise digital operations platforms (ERP, FMS, HCM, EAM) allows us to extend the power of ServiceNow workflows across businesses to streamline and automate their operations on the Now platform.

Discover how we can help you level up your CMDB & CSDM capabilities today. Or get in touch with us to learn how we can revolutionise your Service Management operations with our leading expertise in IT Service Management and IT Operations Management.