ServiceNow CMDB · Technology Workflows
Data you can act on.
Every serious ServiceNow ambition depends on the CMDB: impact analysis, change risk, security response, DORA registers, AI agents. Yet most CMDBs are lists of infrastructure that nobody trusts. RIZ-ON builds a service-aware CMDB on the Common Service Data Model, with ownership and health rules that keep it accurate.
The challenge
Why it matters now
An inventory, not a model
Thousands of configuration items with no link to the services they support.
No ownership
Data quality degrades because nobody is accountable for it.
Every use case blocked
Change risk, vulnerability prioritisation and AI all stall on missing relationships.
What changes with RIZ-ON
From — to
- Spreadsheet registersA governed ServiceNow CMDB
- Infrastructure listsServices, applications and dependencies
- Unknown data qualityHealth dashboards with owners
- One-off clean-upsData that stays correct by design
What we deliver
The work
- 01
CMDB and CSDM assessment
Current state of data model, sources, quality and use cases.
- 02
CSDM implementation
Business, technical and application services modelled in the right domains.
- 03
Data sources and reconciliation
Discovery, connectors and identification rules feeding one trusted record.
- 04
Governance and data ownership
Owners, health metrics, certification and audit processes.
- 05
Use case enablement
Change impact, DORA ICT registers, vulnerability prioritisation and AI grounding.
ServiceNow capabilities
On the platform
- CMDB
- Common Service Data Model (CSDM)
- Identification & Reconciliation Engine
- CMDB Data Manager
- CMDB Health Dashboard
- Service Graph Connectors
- Discovery
- Application Portfolio Management
We configure before we customise, so your platform stays upgradeable.
Our approach
The RIZ-ON model, applied
- 01
Understand
Assess data model, sources and the use cases the CMDB must serve.
- 02
Design
Design the CSDM target model, data ownership and quality rules.
- 03
Build
Configure sources, reconciliation and lifecycle processes.
- 04
Activate
Migrate and certify data; train owners and consumers.
- 05
Evolve
Monitor health and extend the model as new use cases arrive.
Business outcomes
What you should expect
- Trusted operational data
- Accurate change impact
- Faster security prioritisation
- Regulatory registers from one source
- A data foundation for AI
Related customer stories
Proof, not promises
- Configuration foundations
A CMDB measured against CSDM, with a plan to match
A shared view of service data, with a remediation plan the client could budget, sequence and defend internally.
CMDB · ITOMRead the story - Customer service transformation
From IT service management to true customer service management
One case model and a clear view of customers, subscribed services and consumed services, giving every team smoother follow-up in a modern workspace.
CSM · ITSMRead the story
Related
Connected work
What should move next?
Tell us what you’re trying to change. We’ll help you determine the next move.