Transforming CMDB ServiceNow and Best Practices


V-Soft Digital worked with one of the largest broadband and high-speed internet providers in the United States, serving 19 markets across the country.


The client’s CMDB (Configuration Management Database) was not set up correctly. While it housed data, it wasn’t fully explorable and the client wasn’t following CMDB best practices for data governance or reconciliation. The database wasn’t up to date and couldn’t display status or relationship/attributes of processes. The client was looking to transform their CMDB to become a single source of information.


V-Soft Digital performed a detailed ASIS (American Society for Industrial Security) risk assessment of the existing CMDB and quickly adopted CSDM (Common Service Data Model) guidelines. The Digital team also conducted a discovery and service mapping following ServiceNow best practices. After performing the assessments and managed services, V-Soft Digital was able to provide many enhanced capabilities.

CMDB Implementation:

  • Multiple data source population
  • Data identification and reconciliation
  • Governance – auditing, business rules, data security
  • Health dashboard and CI lifecycle process
  • Maintenance and management

Enhanced Service Mapping:

  • External APIs
  • App tools
  • Field service tools
  • Email forwarding
  • Payment services
  • NOC outage board


This long-term project completely transformed the client’s CMDB, and enhances discovery optimization and issue resolution. The solution also allows for simplified CMDB maintenance, improvement, auditing, and report generation to track, manage, and analyze applications, transforming the company’s data governance and user experience.

Tech Applied

  • ServiceNow ITSM, APM
  • ServiceNow ITOM, CMDB
  • Service Portal
  • Amazon Web Services

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