The customer had an implementation of ServiceNow that had begun very early in ServiceNow’s history, and therefore was both heavily integrated and modified many times over with poor documentation of how and why certain customizations had been made.
The customer was eager to ensure they were following best practices going forward, and wanted to be well-positioned to implement expanded functionality like service mapping. The following project tasks were created to conduct a CMDB assessment:
• Conduct interview workshops with CMDB managers and end users to understand their interactions with the tool and their pain points
• Evaluate CMDB configuration and customizations against best practices, document major issues and formulate recommendations for remediation
• Produced a detailed assessment document on the issues and their solutions, as well as a road-map for them to follow to improve their maturity with the tool