Governance rules and responsibilities
Determines, Who is responsible for the data, what rules apply and what to do about incorrect or outdated CIs.
The question is, “How do you keep your CMDB right?”In deck0
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QUICK GLOSSARY
Terms to remember
Ingestion bringing data in
The process through which data enters or updates the CMDB from Discovery, connectors, imports, and other sources.
The question is, “How does the data get into the CMDB?”Insight understanding and action
Turns CMDB data into visibility, conclusions, and decisions: what is connected, where gaps exist, and what needs to be fixed.
The big question is, "What does the data show and what do we do next?"Remember: Ingest → Govern → Insight. Upload data → keep it correct → understand it and make a decision.
A picture in the head
Short summary by section
Open the section when individual answers seem unrelated.
Configuration 47How the CMDB is structured
Think of CMDB as a catalog of a big city. Every real or logical object – server, application, network or service – receives a card. CI. But cards of different objects should have different fields, so they are arranged in classes.
- Configuration Item [cmdb_ci] - the root of the family tree. Child classes inherit their parents' fields: Computer → Server → Windows Server.
- CI Class Manager manages this tree: classes, fields, mandatory and recommended attributes, ownership, health settings and identification rules. Before creating a custom class, first look for a suitable standard class.
- Required It can stop recording via IRE if there is no value. Recommended It usually does not block the recording, but reduces the completeness.
- An overly broad identification rule turns multiple objects into one overloaded CI; poor identification creates duplicates. Therefore, first fix the model and rules, then combine duplicates through Duplicate CI Remediator.
Don't confuse: A class is not a label, but a table with inherited behavior. Principal Class highlights important classes and helps limit CI choices in operational tasks.
How everything works together
First the organization decides, What are the real objects you need to manage?. Suitable standard classes, fields and relationships are selected for them. Sources then find objects and, through IRE, create or update CIs. After that, Health checks whether the necessary fields are filled, whether there are duplicates and whether the connections are correct.
- Updated before custom class CMDB CI Class Models They are looking for an out-of-box class. Extensible Allows the creation of child classes. Full access granted sn_cmdb_admin/adminFor dictionary editing, a combination of itil admin and personalize dictionary is possible.
- Class CI may be specified: upgrade - to the daughter class, downgrade - to the ancestor, switch - to the other branch. With downgrade and switch, the source class fields may not be in the target class, then class-specific attributes and their data are excluded. If
glide.class.switch.enabledTurned off, the cross-branch switch creates a manual check problem. - In CI Class Manager Remember the little interface map: Added shows the fields created in the selected class; Identification Rule It gives it its uniqueness. Pinned Classes Quickly opens frequently used classes. The custom CI table should start with
u_cmdb_ci. - Relationship has direction and meaning: for example, Runs on::Runs or Depends on::Used by. Suggested Relationships helps you choose a standard connection; standard types better support reports, products, and upgrades.
- One Application Server can serve multiple Applications, and one Application can run on multiple servers.
cmdb_ci_app_serverandcmdb_ci_appllinkage many-to-many.
Example: Two copies of one application
If the Installed Application is identified only by name, the two installations may merge into overloaded CI. Configuration file path helps to distinguish installations. First, fix the identification rule, then in Duplicate CI Remediation Wizard choose Master CI. The system initially prefers a record with a large number of related elements; the rest communicate via Duplicate of, and de-duplication template makes the logic repeatable.
Common exam angles
- Dictionary override Changes inherited dictionary behavior only for the child class.
- Mandatory enforcement through IRE is related
glide.required.attribute.enabledRecommended Fields is configured in CI Class Manager → Health → Completeness. - Icon, Principal Class and Class-level Managed by Group Basic Info.
- If Asset and CI do not synchronize the desired field, add a rule to Asset-CI Field MappingThey don't update records manually.
Object → CI → class → inherited fields and rules.
Ingest 45How data is included in the CMDB
Think of the IRE as passport control. The source brings the data, but does not have to write it directly to the CMDB. First, the system determines which object it is talking about and whether the source has the right to change its fields.
- Discovery Scanning → Classification → Identification → Exploration. Service Mapping It goes from top to bottom from service to dependency. Data also comes via Service Graph Connectors, ACC, IntegrationHub ETL and Import Sets.
- Identification He replies, “Is this a new CI or an existing one?” Reconciliation The answer is, “Can this source change a particular attribute?”
- If there are no matches, the authorized source can create a CI. One match is being updated. A few matches mean duplicates; with skip mode allowed and the allowable amount, the oldest CI is selected, otherwise the update is rejected.
- Multisource CMDB Store the values of each source separately. CMDB 360 shows the gaps and differences, and Recompute redefines the winning values after changing the rules or source.
Don't confuse: Identification selects a record; Reconciliation selects whose value can be written in a field.
How everything works together
Each download method has its own role, but the safe ending is one. Payload must pass through the IRE. Discovery horizontally searches for infrastructure over the network; Service Mapping builds service dependencies from top to bottom; ACC sends data from a light agent; Service Graph Connectors typically connect cloud and observability sources; IntegrationHub ETL and Import Sets convert external data.
- Discovery asks four questions: Scanning - "Are you available?" Classification - "Who are you?" Identification - "Do I know you yet?" Exploration “What are your fields and connections?” Examples of data collected: OS, RAM and MAC address.
- ACC It is especially useful for devices that connect irregularly and for secure environments where continuous network scanning is inconvenient. It's an agent's way of collecting, but the final CIs still have to go through the IRE.
- If CMDB data comes through Import Set, the examination cord. onBefore transform script + CMDBTransformUtil. It transmits IRE data instead of direct writing to the CMDB table.
- IRE Data Source Rule decides whether the source can create a CI of that class. Reconciliation is about updating attributes: static rule sets a fixed source priority, dynamic rule selects a value using logic like most recent or most reported.
- Reconciliation works field by field. One payload can get a failure for the OS, but fill an empty RAM.
Example: Two sources report a server
Discovery was the first to build a server and write an OS. Later, a less trusted import sent a different OS, but also a new RAM. Identification finds the same CI. Reconciliation protects the OS from overwriting but allows RAM to be filled. Multisource CMDB stores both source-specific variants, CMDB 360 shows the discrepancy, and the main record remains the winning value.
Accurate facts and traps
- When skip duplicates are allowed and the number of matches is below the IRE/Discovery threshold Oldest CI by Created DateFrequently cited default threshold 5. Update is passed above the threshold. This is a temporary selection of the record, not a complete elimination of duplicates.
- Adjustment.
glide.identification_engine.skip_duplicates. Multisource is enabled by the propertyglide.identification_engine.multisource_enabledsource-specific values are stored incmdb_multisource_data. - Empty CMDB 360 charts after downloading data Multisource Dashboard Analytics Population. One Recompute is usually limited to 100,000 CI.
- Modified mapping Service Graph Connector becomes the responsibility of the client; baseline updates can be displayed as skipped changes.
Source → IRE → find CI → check the right to update → save.
Govern 60How the data stays correct
Imagine running the library. It is not enough to put books in a catalog: you need owners, rules for checking, corrections and a clear end to the life cycle.
- CMDB Process Owner sets the strategy and rules; CMDB Administrator configures the platform; CI Analyst Corrects records. Owners of services and applications are responsible for the data of their area.
- First, eliminate the cause of bad data – for example, IRE rule – and only then clean the duplicates. Otherwise, integration will create them again.
- Data Manager Automates actions: Retire leaves the CI in the CMDB as retired; Archive removes it with the possibility of recovery in retention period; Delete removes without recovery. Attestation asks the owner if a CI exists; Certification checks for specified values; Delete CMDB Related Entry cleans associated records outside the CI hierarchy.
- Health Inclusion Rule Determine what to count in the metric. Remediation Rule It starts to correct the problem found. Lifecycle Policy manages the ongoing CI life cycle.
Don't confuse: Managed by – who manages CI; Support group – who supports; Change group – who handles change. Offering-level groups can be more accurate than class-level groups.
How everything works together
Governance does not start with a Delete button, but with four questions: Why you need a CMDB, who owns the data, how success is measured, and who fixes the problem. Governance Charter links outcomes, KPI and critical success factors. The Configuration Control Board sets direction and priorities, and domain owners confirm data that the CMDB team cannot know.
- Data Manager Together with Platform Owner, architects, security and domain owners, we lead foundational governance. CMDB Process Owner is responsible for strategy; Administrator is responsible for technical tuning; CI Analyst is responsible for the quality of assigned records.
- Data Manager Policy Is Going Away Criteria → published policy → task/result →. Types: Retire, Archive, Delete, Attestation, Certification and Delete CMDB Related Entry.
- Dynamic CI Group Receives a changing CI set from the saved query CMDB Group. Technology Management Service Offering adds operational context and can synchronize Managed by, Support and Change groups into these CIs.
- Lifecycle is better served through
life_cycle_stagemore detailedlife_cycle_stage_status. Life Cycle Mapping [life_cycle_mapping] Transforms legacy statuses into a new model and Life Cycle Control [life_cycle_control] Specifies the permissible Stage/Status for each class. After activating Lifecycle Sync, unclosed mappings are checked in Discrepancy Report. - Recommended fields They are assigned to CI Class Manager. Creating tasks when these health checks fail is included in Health Preferences / Health Metrics The name of the area varies slightly between versions.
- Data refresh rules Allow the lower priority source to update the attribute again when the high priority source is inactive for a predetermined time.
Example: Old servers spoil the metric
First, check if the servers are really irrelevant and why the source stopped updating them. Legitimate exceptions are excluded from a specific metric through the Health Inclusion Rule. For a real error, Remediation Rule runs a workflow and creates a Remediation Task. Once confirmed, the End of Life policy may be Retire CI, then Archive it for eventual recovery, or Delete without recovery. For the group of duplicates Main CI is offered on three grounds: More relationships, fresh Updated, older Created.
Accurate facts and traps
- data_manager_admin Create and publish policies; data_manager_user Works with tasks/results. CMDB Workspace – Management.
- Archive retains retention period recovery; Delete does not. Before lifecycle policies check mappings legacy status → Life Cycle Stage / Status.
- Staleness is usually calculated by Updated [sys_updated_on]60 days is a threshold, not a field. In the often-quoted baseline script, out-of-box Orphan rules. 0But in real instance they can be set up.
- Data Foundations Dashboard contains Best Practices, Customizations, Data Management Practices, ITSM Processes. Metrics prescribed; CMDB Health is used for flexible rules and scope.
- Offering-level group can cover class-level Managed by. Synchronization associated with business rule CSDM - Sync Group Attributes.
Assign the owner → set the rules → find the problem → fix → correctly complete the lifecycle.
Insight 52How to understand what the data says
Imagine the dashboard of the car. The data is already downloaded and managed; now you need to see the state of the system and understand where to look next.
- CMDB Health Quality shows: Completeness - whether the required fields are filled; Correctness - whether duplicate, stale and orphan CI; Compliance - whether audits pass; Relationships - whether healthy connections.
- Stale CI is defined by a customized rule, often with default 60 days. Orphan is defined as orphan rule and can mean not only a lack of communication, but also a lack of required data.
- Data Foundations Dashboard verifies prescribed ServiceNow practices and gives remediation playbooks. The 90-day freshness metric is not the same as the default 60-day staleness rule.
- CMDB 360 compares sources. Query Builder The question is a graph of classes and relationships. Unified Map Visually shows providers and consumers around a CI or service.
Don't confuse: A high score proves the health of only those classes, rules and CIs that fall within the scope. If the result looks odd, first check scope, inclusion rules, and freshness of scheduled jobs.
How everything works together
Insight answers not with a single score, but with a sequence: Measure → narrow the problem → see links or sources → take action. CMDB Health measures the quality of a managed CI set; Data Foundations checks prescribed practices and offers playbooks; special tools help investigate the cause.
- Completeness asks “are the fields filled?” but the field filled may be incorrect. Correctness Looking for duplicate, stale and orphan. Compliance Desired State and Scripted Audits. Relationships Evaluating connections.
- CMDB 360 The gaps do not equal Completeness, and differences do not necessarily mean reconciliation error. Sources can legally diverge as long as reconciliation chooses a winner.
- Query Builder builds a stored graph query; Properties of the selected node adds output columns, filters limit results, and permitted Non-CMDB Tables allow, for example, to add Incident.
- NLQ launch CMDB WorkspaceIt turns natural language into an initial query. A complex multi-table result is opened through View in Query Builder, refined and then saved or planned.
- Unified Map It also opens in CMDB Workspace. It combines the former Application Service Maps and Dependency View. Discovery source and CI type They remove the extra from the big map.
- For Desired State auditA Compliance scorecard requires three parts: Certification Filter → Certification Template → Audit.
Example: "Which Seattle bases are associated with incidents?"
Query Builder adds Database node, filter Location = Seattle, and connects Incident from Non-CMDB Tables. Properties select the desired output fields. Before a scheduled query, the number of results is limited. If you only need a visual chain of providers/consumers around one CI, open Unified Map faster: it is a single modern view on top of Application Service maps and Dependency View.
Accurate facts and traps
- If there are 700 non-duplicate servers out of 800, duplicate metric does not pass 100. But orphan and duplicate counts may differ due to different scopes and inclusion rules.
- NLQ for Query Builder activates
glide.cmdb.query.nlq.activated. Sensitive non-CMDB tables are blacklisted; scheduled results are limited. - Health scores will not appear until the appropriate CMDB Health scheduled jobs. Therefore, an empty dashboard is first tested for work, not taken for zero quality.
- IRE-generated de-duplication tasks are highlighted on the Home tab Important actionsThe assigned work can then be carried out through My Work. These are two entry points, not conflicting answers.
- CMDB 360 charts are empty Multisource Dashboard Analytics Population. In remediation playbook Data Foundations, search for explanatory blocks. Problem Overview and Problem Analysis.
- 60 days Frequently cited default staleness; 90 days Prescribed freshness metric data foundations. These are different checks.
Health measures quality; 360 compares sources; Query Builder asks; Unified Map shows connections.
CSDM 48How to Link Apps, Services and Business
Think of CSDM as a general subway map. This is not a separate product, but an agreement on which entities to use and how to connect them so that different ServiceNow products understand the same model.
- Foundation It contains general reference data. Design & Planning Business Application is a strategic description of the application. Service Delivery Operating Service Instance and Technology Management Services. Service Consumption Business Services and their Offerings.
- Business Application Idea and portfolio record: We have an Inventory system. Service Instance It is called “Inventory Production in Europe”. Operational instance is used for incident, problem and change.
- Technology Management Service Offering Describes the technical offer, commitments and groups; through the Dynamic CI Group, it manages the changing set of CIs. Business Service Offering links business consumption to Service Instance.
- Foundation → Crawl → Walk → Run → Fly: first shared reference data, then Business Application ↔ Service Instance, then technical ownership, then Business Offering ↔ Service Instance, and finally strategic links to Information Objects.
Don't confuse: Business Application is not production CI. Service Instance was formerly known as Application Service; Technology Management Service/Offering was formerly known as Technical Service/Offering.
How everything works together
CSDM combines three perspectives on one reality: What the business plans is what really works and what the consumer gets. If you use prescribed out-of-box tables, references, lifecycle and relationships, Incident, Change, APM, Security and other products see the same picture.
- Foundation: Organizations, locations, product models and lifecycle. Foundation tab measures consistency product models, locations and business unitsLocations with Parent Locations and Named Product Models with Product Owners.
- Crawl: Business Application . Service Instance. This link provides operational context for Vulnerability Response and Security Incident Response.
- Walk: Technology Management Services/Offerings, CMDB Groups, and Dynamic CI Groups; Support/Change groups and the Dynamic CI Group ↔ CMDB Group relationship are reviewed.
- Run: Business Service Offering ↔ Service Instance. Fly: Information Object and Mature Strategic Relationships. Information Object helps SecOps understand operational risk in the context of Business Application.
Example: Inventory
Inventory Portfolio concept: Business Application. Inventory vX Production Europe Service Instance, which is selected in the Configuration Item field from Incident or Change. If a single change covers many CIs, they are collected in the Dynamic CI Group And the group itself is still pointed in the field. Configuration Item. Its infrastructure is collectively managed by the Technology Management Service Offering. The business consumer receives the Business Service Offering associated with this Service Instance.
Accurate facts and traps
- Domains: Business Process -- Foundation; Business Application — Design & Planning; Service Instance — Service Delivery; Business Service — Service Consumption.
- Service Managed capability; Offering A specific consumption or operational option with commitments and consumers.
- Application Service Wizard links Service Instance to Business Application and Offerings. Digital Portfolio Management helps owners manage portfolios, services, offerings and products.
- Enterprise Architect: Business Capability hierarchy service_admin manages services/offerings. For Query Builder: read-role scans and runs, full role creates and modifies queries.
Application plan → working instance → technical support → consumed business service.
Rapid facts 20How to quickly recognize the right tool
This section is a dispatcher, not a new topic. In the scenario question, first find a noun to manage. It almost always leads to the right tool.
- Class, table, inheritance → CI Class Manager.
- Incoming entry, duplicate, right of source to update field → IRE.
- Retire, Archive, Delete, Attestation → CMDB Data Manager.
- Quality and score → CMDB Health; source → CMDB 360.
- Complex questions across classes and relationships → Query Builder; visual dependencies → Unified Map.
- The gap in CSDM maturity → CSDM Data Foundations Dashboard.
Red flags: Direct write in cmdb ci bypasses IRE; removing exceptions for the sake of a beautiful score destroys the correct data. Archive picks when recovery is needed; Delete when it should be impossible.
Scenario question algorithm
- Find a noun: CI, source, field, policy, score, relationship, application or service.
- Find the action: Create, identify, update, measure, visualize, correct, archive.
- Define the layer: Configuration builds the model; Ingest loads; Govern manages; Insight explains; CSDM links business and operations.
- Throw away the dangerous answers: Direct CMDB write, mass delete without a reason, custom model with a standard, beautiful score without a scope check.
Example of tool selection
The phrase “show which source values differ” leads to CMDB 360. "Who depends on this CI?" Unified Map/dependency view. Build a stored query into multiple classes and Incident to Query Builder. Fix the next CSDM maturity gap Data Foundations Dashboard.
Four Couples That Should Not Be Mixed
- CMDB Process Owner sets the strategy; CI Analyst Corrects records.
- Business Application — portfolio; Service Instance — production operations.
- Service Mapping discover and build service dependencies; Unified Map Visualize already known connections.
- Mandatory can block; Recommended primarily affects Completeness. 60-day staleness is not the same as 90-day freshness.
Govern + Insight + Ingest ≈ 74% published weight, repeated in Quizlet sets.
Find the object of the question → choose the tool that controls this object.