Building a reliable CMDB and asset model in ServiceNow: lessons from 80+ ITSM programmes

Estimated reading time: 15 minutes

Key takeaways

• ServiceNow CMDB becomes a strategic *system of record* when it is governed, scoped, and modelled deliberately around business outcomes rather than technical wish‑lists.
• Strong CMDB governance, a pragmatic CSDM‑aligned data model, and automated discovery/integrations are essential to keep data accurate and trusted over time.
• Aligning CMDB with IT asset management ServiceNow capabilities unlocks full lifecycle visibility from procurement to retirement.
• Embedding the CMDB in day‑to‑day ITSM configuration management (incident, change, problem, request) is what turns data into faster resolution and better risk control.
• SMC Consulting brings proven playbooks to design, rescue, and govern ServiceNow CMDBs using ITIL and enterprise ITSM strategy best practices.

Why a ServiceNow CMDB matters for ITSM and IT decision‑making

ServiceNow CMDB best practices are the difference between a cluttered inventory and a reliable engine for IT decisions. A well‑run ServiceNow CMDB becomes the single source of truth for configuration items (CIs), relationships, and services, enabling faster incident resolution, better change risk assessment, and full asset lifecycle visibility. When implemented correctly, it acts as a true system of record for IT.

In this guide, we walk through proven ServiceNow CMDB best practices that help organisations turn their CMDB into a reliable decision‑making engine. We focus on how the CMDB underpins IT asset management ServiceNow capabilities and ITSM configuration management, and how leading platforms like ServiceNow bring ITIL‑aligned, scalable functionality together on one cloud platform.

SMC Consulting brings deep SMC Consulting ITSM experience in implementing, governing, and rescuing CMDBs across industries. Combined with ServiceNow’s integrated ITSM, ITOM, and ITAM capabilities, this makes a strong foundation for organisations that want a single system of record for services, configurations, and assets.

To see where ServiceNow fits in your broader ITSM roadmap and CMDB strategy, it is useful to consider both platform capabilities and organisational maturity. A structured ServiceNow enterprise ITSM strategy helps you position CMDB work within a multi‑year transformation plan rather than as a stand‑alone project.

Why is a ServiceNow CMDB important for ITSM?

A ServiceNow CMDB is important for ITSM because it centralises data on configuration items and their relationships, speeds up incident resolution through accurate impact analysis, improves change risk assessment with full dependency visibility, and supports IT asset management by tracking assets across their lifecycle. When CMDB data is trustworthy, every ITSM process becomes faster, safer, and more predictable.

What is a CMDB in ServiceNow and why it matters

A configuration management database (CMDB) is a structured repository that stores data about IT assets and their relationships. It holds hardware, software, applications, services, network components, and the dependencies between them so teams can see how technology supports the business.

The ServiceNow CMDB is the CMDB built into the ServiceNow platform. It provides configurable CI classes, relationship types such as “runs on” or “depends on,” service mappings that link business services to technical components, and dynamic views like dependency maps. Because it is native to the broader platform, ServiceNow CMDB best practices can be applied consistently across ITSM, ITOM, and IT asset management.

Within ITSM configuration management, ITIL stresses that accurate CI information must be available whenever it is needed. In practical terms, that means:

• Incidents are linked to CIs so support teams see ownership, dependencies, and service impact instantly.
• Problems use CI relationships to trace root causes across applications, databases, and infrastructure.
• Changes reference affected CIs to understand risk and plan testing, approvals, and change windows.

ITIL guidance on configuration management and change control from best‑practice sources like Axelos ITIL best‑practice solutions strongly aligns with how ServiceNow structures CMDB data and ITSM processes out of the box.

The CMDB also underpins IT asset management ServiceNow capabilities. Asset records and CI records are closely linked so that:

• Asset lifecycle data (procurement, depreciation, warranty, contracts) is tied to real, deployed CIs.
• Compliance and risk reporting can use both technical and financial views.
• Hardware and software refresh plans are based on accurate usage and dependency data.

However, many organisations struggle with their CMDB. Typical pain points include incomplete or inaccurate data, over‑engineered models with hundreds of CI classes that nobody uses, and weak CMDB governance with no clear ownership. Leading platforms like ServiceNow mitigate these issues by providing native integration across ITSM, IT Operations Management, and ITAM on one data model, rather than relying on siloed tools stitched together manually.

What is a ServiceNow CMDB?

A ServiceNow CMDB is a central database within the ServiceNow platform that stores information about configuration items (CIs) such as hardware, software, and services, captures their relationships and dependencies, and supports ITSM and IT asset management processes by providing accurate, real‑time configuration data.

Setting clear objectives and scope for your ServiceNow CMDB

Many CMDB projects fail because they start with a tool and a data model, not with outcomes. Instead, effective ServiceNow CMDB best practices begin by defining clear business objectives.

First, identify which decisions the CMDB must support. Common examples include:

• Incident impact analysis: which business services and users are affected when a server or application fails.
• Change risk assessment: which services, locations, and teams will be impacted by a change.
• Asset cost visibility: how much a given service or department costs to run, based on linked CIs and assets.
• Compliance and audit readiness: whether software licences and hardware standards are being met.

Once those outcomes are agreed, define a minimum viable product (MVP) scope. Rather than modelling everything, focus on a small number of CI classes that directly support those outcomes, such as:

• Servers (physical and virtual).
• Key business applications.
• Critical business services.
• Core network components and storage.

Additional classes can be added later as your ITSM configuration management processes mature.

Next, align this scope with IT asset management ServiceNow requirements. Decide which asset types (for example laptops, servers, network devices, software licences, and cloud subscriptions) will be in scope. For each in‑scope asset type, determine:

• Which CI class it should map to in the CMDB.
• Which lifecycle stages will create or update both the asset and the CI.

ServiceNow’s CMDB data model and CI Class Manager make this controlled expansion easier. Teams can start from out‑of‑the‑box CI classes and attributes, then add custom fields only where they support clear use cases, rather than theoretical data needs.

Drawing on extensive SMC Consulting ITSM experience, SMC typically runs focused workshops to capture business outcomes, prioritise CI classes, and right‑size scope. This avoids “boil the ocean” initiatives that stall under their own complexity, and instead builds a CMDB that is small, useful, and ready to grow.

For organisations that are earlier in their journey and still defining broader IT service management practices, it can be helpful to revisit the fundamentals of ITSM in this guide on what is ITSM before locking in CMDB scope and use cases.

How do you define the scope of a ServiceNow CMDB?

• Identify business outcomes like incident impact analysis, change risk, cost visibility, and compliance.
• Select only the CI classes needed to support those outcomes in the first phase.
• Align CI classes with in‑scope asset types from IT asset management.
• Use ServiceNow’s out‑of‑the‑box data model and CI Class Manager to start small and expand iteratively.

CMDB governance as the foundation

Without governance, even the best‑designed CMDB will decay. CMDB governance is the framework of roles, policies, and processes that keeps configuration data accurate, trusted, and aligned with business needs.

Effective CMDB governance usually includes three main elements:

• Roles and responsibilities
  • CMDB owner: accountable for overall CMDB strategy, health, and alignment with IT and business goals.
  • Data stewards: responsible for data quality within a given CI class or domain (for example server steward, application steward).
  • Process owners: owners of ITSM and ITAM processes that consume and update CMDB data.
• Policies and standards
  • Naming standards for servers, applications, services, and locations.
  • Attribute standards specifying which fields are mandatory per CI class and how they should be formatted.
  • Lifecycle policies defining how CIs move from discovered to active to retired and eventually removed.
• Data quality KPIs
  • Completeness: percentage of CIs with all mandatory attributes populated.
  • Correctness: alignment of CI values with reality, validated by owners or discovery sources.
  • Timeliness: how recently CIs were updated or rediscovered.

Governance processes turn these concepts into action. A change control process for the CMDB data model ensures that new CI classes or attributes are proposed, reviewed, and approved rather than added ad hoc. Regular data quality reviews identify orphaned, stale, or duplicate CIs and feed remediation work into operational teams.

ServiceNow includes powerful capabilities that make CMDB governance practical. CMDB Health dashboards in ServiceNow ITOM provide built‑in measures for completeness, correctness, and compliance, reducing the need for custom reporting. Official ServiceNow resources on CMDB health configuration show how to configure these rules per CI class. Data Certification workflows prompt CI owners periodically to confirm or correct their data, while audit trails track who changed what and when.

SMC Consulting uses this foundation to implement governance frameworks tailored to each client. Typically, SMC defines a RACI model around key CI classes, sets up a CMDB governance forum, configures CMDB Health dashboards and Data Certification schedules, and trains data stewards to own their part of the model.

To embed these CMDB governance practices into a broader ITIL 4 operating model on the platform, many organisations leverage this ITIL 4 operating model for ServiceNow as a design reference.

What is CMDB governance?

CMDB governance is the framework of roles, policies, and processes that controls how a CMDB is designed, populated, and maintained. It defines who owns CI data, what standards apply, and how data quality is monitored and improved over time.

Designing a practical and maintainable ServiceNow CMDB data model

A clean, practical data model is at the heart of ServiceNow CMDB best practices. The goal is to model enough to support ITSM and ITAM decisions, without creating a fragile, over‑customised structure.

For ITSM configuration management, start with a small set of core CI classes:

• Servers and virtual machines.
• Databases.
• Applications and application services.
• Business services.
• Network devices and load balancers.

Whenever possible, use ServiceNow’s out‑of‑the‑box classes and attributes. Only add custom fields when there is a clear, documented use case—such as regulatory reporting or industry‑specific configuration. Likewise, use standard relationship types like “runs on,” “depends on,” “connects to,” and “hosted on” rather than inventing new ones.

Service modelling should follow a layered approach:

• Business services represent what the customer or business sees (for example Online Banking, Payroll, e‑Commerce).
• Application services represent specific applications and components that deliver those services.
• Infrastructure CIs represent servers, databases, middleware, and networks that host the applications.

This structure makes impact analysis and change planning far easier, because each outage or change can be traced up or down the stack. Industry analysts such as Gartner highlight in their ITSM research that effective service mapping and relationship modelling is a key success factor for modern ITSM platforms.

To support IT asset management ServiceNow processes, distinguish clearly between:

• Asset records (in ITAM): focused on financial, contractual, and lifecycle information, such as purchase date, cost, vendor, warranty, depreciation, and disposal.
• CI records (in the CMDB): focused on technical characteristics and relationships, such as hostname, IP address, operating system, environment, and dependencies.

Each asset of interest should link to a corresponding CI. For example, a physical server’s asset record tracks purchase and warranty, while the server CI tracks OS, installed software, and relationships to applications and services. This separation of concerns keeps both sets of data cleaner and more maintainable.

ServiceNow’s Common Service Data Model (CSDM) provides a standard, ITIL‑aligned blueprint for modelling services, applications, and technical services in a consistent way. By adopting CSDM, organisations gain a scalable data model that works across ITSM, ITOM, ITAM, and beyond, and they reduce upgrade and integration risks. SMC Consulting typically uses CSDM as the baseline and then tailors it carefully to industry context and organisational maturity, avoiding unnecessary divergence from the standard.

How should you design a CMDB data model in ServiceNow?

• Start with core CI classes like servers, applications, and services.
• Use ServiceNow’s out‑of‑the‑box classes and relationships before customising.
• Model business services on top of the technical stack for clear impact analysis.
• Separate asset records (financial/lifecycle) from CI records (technical/relationships) and link them.
• Follow ServiceNow’s Common Service Data Model (CSDM) as your blueprint.

Data quality: discovery, integrations, and normalisation

Even the best CMDB design fails if data is stale or wrong. Modern ServiceNow CMDB best practices therefore emphasise automated, authoritative data sources over manual entry.

Manual updates are slow, inconsistent, and highly error‑prone. Instead, organisations should rely on ServiceNow Discovery and Service Mapping to identify devices, applications, and services, then automatically create or update the corresponding CIs. Discovery scans networks, cloud platforms, and other endpoints to detect infrastructure and software, while Service Mapping traces application and service dependencies top‑down.

Beyond discovery, integrations are essential. ServiceNow IntegrationHub and MID Servers allow you to pull data from monitoring systems, virtualisation platforms, cloud providers, and business systems such as HR or ERP. For example, owner and cost centre details can be imported from HR, while cloud inventory can be synced from platforms documented via Microsoft Azure resources. This multi‑source approach provides richer CI data with less manual effort.

However, multiple data sources can create inconsistencies. Normalisation and de‑duplication address this:

• Normalisation ensures vendor names, model names, and software titles follow standard patterns. This is particularly important for licence management and reporting.
• De‑duplication merges records that refer to the same CI but were created from different data sources or discovery methods.

ServiceNow offers tools such as identification and reconciliation rules, plus normalisation engines in ITAM, to manage these processes systematically.

Ongoing data hygiene is just as critical. Schedules for discovery runs, automated handling when devices are decommissioned, and continuous reconciliation rules keep the CMDB aligned with reality. Leading platforms like ServiceNow ITSM combine ITSM, ITOM, and ITAM on one CMDB so discovery, monitoring, and asset data converge naturally rather than being reconciled manually across point tools.

SMC Consulting’s implementation patterns include designing discovery schedules around maintenance windows and network segments, implementing secure credential management, and defining multi‑source reconciliation logic that determines which source “wins” for each attribute. This approach delivers high CMDB data quality with minimal manual touch.

How do you improve CMDB data quality in ServiceNow?

• Use ServiceNow Discovery and Service Mapping to automatically create and update CIs.
• Integrate external tools via IntegrationHub and MID Servers instead of manual imports.
• Apply normalisation and de‑duplication rules to standardise data.
• Schedule regular discovery and lifecycle processes to remove stale records.
• Monitor data quality via CMDB Health dashboards.

Aligning CMDB with IT asset management in ServiceNow

The ServiceNow CMDB and IT asset management ServiceNow applications are designed to work as a single, integrated system. Understanding and exploiting this relationship is essential for extracting full value from the platform.

In ServiceNow:

• The CMDB stores technical details and relationships for CIs.
• The ITAM modules (hardware, software, and cloud asset management) manage financial, contractual, and lifecycle aspects.

Because they share a unified data model, asset and CI records can be created, linked, and updated across the full lifecycle:

1. Request and procure
   A user requests a device or software in the ServiceNow service catalog. After approval, procurement creates an asset record and associates it with the request.
2. Receive and deploy
   When the asset is received and deployed, ServiceNow Discovery identifies the device and creates a CI. The asset and CI are linked so technical status and location changes can drive lifecycle decisions.
3. Operate and support
   Incidents, problems, and changes link to the CI. Utilisation and incident history can be analysed alongside costs, contracts, and warranties.
4. Retire and dispose
   When a device is decommissioned, the CI status changes and the asset moves to retired or disposed. Licence entitlements are freed up and hardware refresh plans are updated.

This close interaction allows organisations to manage licence compliance, hardware refresh cycles, and cloud cost optimisation with much more precision. It also supports regulatory and audit requirements because both technical and financial dimensions are traceable on a single platform.

SMC Consulting often helps clients design end‑to‑end workflows that span CMDB and ITAM, plus dashboards that show asset utilisation by service, compliance status, and cost per business unit or region. These insights are difficult and expensive to achieve with separate tools for inventory, asset management, and ITSM.

If you want to go deeper on integrating ITAM best practices and automation with configuration management, you can explore SMC’s dedicated ITAM best practices and automation guide alongside this CMDB framework.

How does IT asset management work with the ServiceNow CMDB?

In ServiceNow, IT asset management tracks the financial and lifecycle status of hardware and software, while the CMDB tracks their technical details and relationships. Assets are linked to corresponding CIs so that deployment and usage data in the CMDB can drive licence compliance, cost optimisation, and hardware refresh decisions.

Embedding the CMDB into ITSM configuration management processes

A CMDB delivers value only when IT teams actually use it. Therefore, one of the key ServiceNow CMDB best practices is to embed CIs and services into day‑to‑day ITSM configuration management processes.

In incident management, linking incidents to CIs allows:

• Automatic routing to the correct support group based on CI ownership.
• Quick visibility into which business services and locations are impacted.
• Better prioritisation, because the criticality of the affected service is known.

In problem management, dependency maps from the CMDB help teams:

• Identify likely root cause CIs behind recurring failures.
• Spot patterns across similar CIs, such as a problematic software version.

In change management, change records that reference affected CIs can leverage:

• Change risk calculations based on service criticality and historical failure rates.
• Impact assessment using service maps to see what could be affected.
• Blackout and maintenance windows driven by service and CI calendars.

For request fulfilment, standard CI models—such as predefined laptop builds or application stacks—make it easier to automate provisioning and configuration tasks while ensuring consistency.

To realise these benefits, organisations should:

• Make CI or service selection mandatory for high‑impact incidents and changes.
• Train support teams to use CI and service views rather than relying solely on free‑text descriptions.
• Update change policies so any change that modifies infrastructure or applications must verify and update the corresponding CIs and relationships.

ServiceNow provides features that translate these practices into tangible value. The Change Risk Calculator can use CI data and history to assign risk scores. Incident and change forms can automatically derive impact and priority from the affected service’s criticality. Service maps provide visual impact analysis during outages and planned changes.

Drawing on SMC Consulting ITSM experience, SMC often redesigns workflows so CI data is captured naturally during tickets and changes, not as an extra task. For example, escalation rules can be driven by impacted services, and SLAs can adjust automatically based on CI criticality. In one anonymised case, an organisation reduced mean time to resolve by linking incidents to service maps, enabling faster triage during major incidents.

How does a CMDB support ITSM processes in ServiceNow?

• It links incidents and problems to specific CIs for faster triage and root cause analysis.
• It provides dependency maps to assess the impact of outages and changes.
• It feeds change risk calculations with CI criticality and relationship data.
• It standardises request fulfilment using predefined CI models and service offerings.

CMDB governance in practice: monitoring, metrics, and continuous improvement

Initial governance design is just the start. Sustainable CMDB governance means running an ongoing operating rhythm with clear metrics and improvement actions.

A typical governance operating model includes:

• CMDB governance committee
  A cross‑functional group with representatives from ITSM, ITOM, ITAM, security, architecture, and key business units. It meets monthly or quarterly to:
  • Review CMDB KPIs and trends.
  • Approve changes to the data model and key policies.
  • Prioritise remediation tasks and improvement initiatives.
• Reporting cadence
  Standardised reports and dashboards provide visibility into:
  • Overall data quality scores.
  • Coverage of critical services and environments.
  • Asset‑CI alignment rates.
  • Trend lines for key metrics like stale CIs.

Key metrics to track usually include:

• Data quality score (a composite of completeness, correctness, and compliance).
• Number and percentage of orphaned CIs with no relationships.
• Number and percentage of stale CIs not updated or rediscovered within a defined period.
• Count of assets not linked to a CI.
• Coverage of top business services, measured by whether they are fully mapped to underlying CIs.

ServiceNow’s CMDB Health Dashboard offers a strong starting point for monitoring these metrics. It provides predefined indicators and visualisations, and it can be extended for organisation‑specific rules. Performance Analytics in ServiceNow allows teams to trend these indicators over time, build scorecards, and compare performance across regions or business units. This reduces the need for exporting data to separate BI tools.

SMC Consulting typically helps clients select a focused KPI set for executives (for example risk to critical services and audit readiness) and a more detailed set for operational teams (such as stale CI percentages by class). Then SMC configures Performance Analytics dashboards and scorecards, ensuring that CMDB health is visible and actionable.

What metrics should you track for CMDB governance in ServiceNow?

• Overall data quality score.
• Number and percentage of orphaned CIs.
• Number and percentage of stale CIs.
• Count of assets not linked to CIs.
• Coverage level for critical business services in the CMDB.

Common CMDB pitfalls and how to avoid them with ServiceNow

Despite having strong tools, many organisations encounter similar CMDB pitfalls. Understanding them helps you apply ServiceNow CMDB best practices more effectively.

Pitfall 1: Over‑customisation of CI classes and attributes
Creating many custom classes, attributes, and relationships leads to complexity, poor upgradeability, and inconsistent data. To avoid this, start from CSDM and out‑of‑the‑box classes, and add custom elements only when they support agreed use cases or regulatory needs.

Pitfall 2: Mixing asset and CI concepts
Treating asset and CI as the same record, or duplicating data between them, creates confusion and maintenance overhead. Instead, enforce a clear separation: asset records for financial and lifecycle data, CIs for technical and relationship data, with strong linking between them in ServiceNow.

Pitfall 3: Weak CMDB governance and no data ownership
When there is no CMDB owner or data stewards, data quickly becomes incomplete or inaccurate. The solution is to assign data stewards per CI class, automate updates with Discovery and integrations, and use CMDB Health and Data Certification to monitor and enforce data quality.

Pitfall 4: Treating CMDB as a one‑off project
Building the CMDB once and then walking away guarantees decay. Instead, treat CMDB as an ongoing discipline: embed it in ITSM processes, run regular health checks, and drive continuous improvement through governance forums and dashboards.

Leading platforms like ServiceNow make it easier to avoid these pitfalls by providing CSDM, CMDB Health, Discovery, ITAM integration, and ITIL‑aligned ITSM on one platform. Industry references such as TechTarget’s IT operations and ITSM content note that platforms with tightly integrated CMDB and ITSM capabilities deliver better long‑term outcomes than standalone CMDB tools.

SMC Consulting has “rescued” many CMDBs that suffered from these issues. In one case, a heavily customised CMDB broke during a major ServiceNow upgrade. SMC redesigned the data model around CSDM, retired unused custom classes, and migrated data to cleaner structures. In another case, an organisation had a large CMDB but no governance; support teams no longer trusted the data. SMC implemented governance roles, configured CMDB Health and Data Certification, and ran a structured remediation programme, restoring confidence and enabling the CMDB to support ITSM configuration management once again.

For a step‑by‑step playbook with templates and a 30‑day plan to build or fix your configuration database and automation, you can also refer to SMC’s broader CMDB best‑practices automation tutorial, which complements the ServiceNow‑specific recommendations in this article.

What are common CMDB mistakes in ServiceNow?

• Over‑customising CI classes and attributes instead of using CSDM and out‑of‑the‑box models.
• Mixing asset and CI data instead of linking separate records.
• Failing to assign data owners and stewards, leading to poor data quality.
• Treating CMDB as a one‑time project rather than an ongoing, governed practice.

How SMC Consulting helps you implement ServiceNow CMDB best practices

SMC Consulting combines ServiceNow expertise with deep SMC Consulting ITSM experience to design, build, and operate CMDBs that actually work. The team has worked across finance, manufacturing, public sector, and other industries, applying proven patterns for ITSM configuration management and IT asset management ServiceNow implementations.

Typical service offerings include:

• CMDB strategy and roadmap
  Workshops to define business objectives, use cases, and scope for the CMDB. This includes identifying critical services, required CI classes, and integration points, ensuring alignment with your broader ServiceNow ITSM strategy.
• Design and implementation
  CSDM‑aligned data model design, configuration of the ServiceNow CMDB, and rollout of ServiceNow Discovery and Service Mapping. The focus is on pragmatic, maintainable models rather than theoretical completeness.
• IT asset management ServiceNow integration
  End‑to‑end ITAM implementations that connect asset records with CIs, align lifecycles, and support licence compliance, cost optimisation, and audit reporting.
• Governance framework and training
  Definition of governance roles, RACI models, policies, and operating rhythm. Training for CMDB owners, data stewards, and process owners so they understand how to maintain and use CMDB data.
• Health assessments and remediation
  Independent CMDB health checks using CMDB Health and Performance Analytics, plus detailed remediation plans to address data quality, model design, and process gaps.

Because SMC focuses on leading platforms like ServiceNow, clients benefit from an integrated, ITIL‑aligned platform with strong automation, analytics, and scalability. When combined with disciplined ServiceNow CMDB best practices, this enables organisations to turn their CMDB into a true system of record and a driver of IT and business value.

How can SMC Consulting help with a ServiceNow CMDB?

SMC Consulting helps by defining your CMDB strategy, designing a CSDM‑aligned data model, implementing ServiceNow Discovery and IT asset management, establishing CMDB governance, and performing health assessments and remediation to turn underperforming CMDBs into reliable systems of record.

Conclusion: putting ServiceNow CMDB best practices into action

A mature ServiceNow CMDB sits at the core of modern IT service management and IT operations. When designed and governed well, it enables faster incident resolution, safer changes, clearer asset lifecycle visibility, and better decisions at every level.

To recap the key ServiceNow CMDB best practices:

• Define clear business objectives and a realistic MVP scope.
• Establish strong CMDB governance with roles, policies, and KPIs.
• Design a practical, CSDM‑aligned data model for ITSM configuration management.
• Use automated discovery, integrations, and normalisation to maintain data quality.
• Align the CMDB tightly with IT asset management ServiceNow capabilities for full lifecycle visibility.
• Monitor CMDB health and drive continuous improvement using ServiceNow dashboards and analytics.

SMC Consulting ITSM experience, combined with the power of leading platforms like ServiceNow, helps organisations achieve this vision and avoid common pitfalls. To assess your current CMDB, plan a roadmap, or launch a new implementation, you can engage SMC as your ServiceNow ITSM consulting and implementation partner.

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