IT service management (ITSM) describes how IT teams manage their customers’ IT services. Activities include designing, creating, developing, delivering, and supporting IT services. ITSM leads to increased efficiency and productivity while achieving customer satisfaction and business goals.
A configuration management database (CMDB) is a repository of information about your IT environment, including configuration items (CI) such as your hardware and software assets. This data warehouse gives organizations visibility to understand their critical assets and their relationships. Given a CMDB’s importance to an ITSM strategy, it is often called the “heart of ITSM.”
CMDBs track and store configuration items, providing organizations with the necessary information to make more efficient and effective decisions for ITSM processes. The data is aggregated from multiple sources to give businesses a complete and accurate visual of their IT environment.
Organizations can use discovery and import tools to identify CIs and populate them into the CMDB. After data is collected and loaded in the CMDB, ITSM tools and processes can access and decipher the information.
However, CMDBs may contain an overwhelming amount of data that may be difficult for a user to filter and consume. ITSM tools can sort, filter, and present the CMDB data to users in a way that is easier to understand based on the specific operational problem the user is attempting to solve.
Some core ITSM processes include service request, knowledge, IT asset, and incident management. CMDBs are often the core of an organization’s ITSM strategy since they contain a library of data around CIs.
Using a CMDB can help:
Planning — CMDBs help organize and track relationships between configuration items, reducing the number of clerical, process, and programming errors. CMDBs can help assess risk management since organizations can view the most vulnerable assets on their servers, allowing organizations to manage their IT assets better
Operating — The information on a CMDB can inform organizations of any unauthorized software. IT managers are more in charge of their IT environments and can act accordingly based on the data provided. CMDBs help with root-cause analysis because it helps teams get to the source quickly.
Accounting — CMDBs assist with billing statements and finances, a crucial responsibility in all organizations.
ITAM & CMDBs can be only 30-40% accurate leading to inefficiency in service management processes. Armis provides a complete authoritative view of the organizational assets, risks, and threats, reconciling ServiceNow® CMDB data to improve organizational procedures and operational overheads.