CMDB Remediation for a Mid-Sized Therapeutics Company

Enhancing IT Compliance and Efficiency Through CMDB Remediation for a Mid-Sized Therapeutics Company

The Challenge

A mid-sized therapeutics company faced significant issues with its Configuration Management Database (CMDB), which was out of compliance with all key performance indicators (KPIs), including Correctness, Completeness, and Compliance.

The relocation of the company exacerbated the problem, as many Discovery records were outdated. Without a properly functioning CMDB, IT operations, asset tracking, and service management suffered.

Key Issues Identified:

• Discovery schedules were misconfigured, leading to incorrect population of Configuration Items (CIs).
• Duplication of CIs within the CMDB due to lack of a reconciliation process.
• Absence of in-house ServiceNow developers, which made it difficult to resolve the CMDB issues.
• Compliance risks related to regulatory and operational requirements.

Project Execution & Challenges

During the CMDB remediation process, the team faced a key challenge—ensuring all CMDB KPIs met compliance standards while maintaining minimal business disruption. Additionally, this life sciences company had no in-house ServiceNow developers, making it imperative for USDM to take complete ownership of the technical execution and governance process.

Solutions Implemented

1. 1. Automated Discovery Configuration:
      • A dynamic Discovery configuration property was built to automate scheduling changes based on real-time system needs.
   2. Error Resolution & CMDB Compliance:
      • Fixed all Discovery errors and ensured compliance with CMDB KPIs using a CMDB Health Dashboard.
   3. Enhanced CMDB Governance & Monitoring:
      • Streamlined CMDB monitoring and ownership processes by aligning them with the CSDM framework.
   4. Integration of Microsoft Intune:
      • Connected Microsoft Intune to populate and manage both hardware and software assets while ensuring lifecycle alignment across multiple management platforms.

Results & Business Impact

The project led to tangible improvements in CMDB data quality, compliance, and business efficiency. Key results include:

• 30% ROI improvement as a result of enhanced CMDB efficiency and better Service Mapping readiness.
• 25% reduction in CMDB data errors due to automated Discovery configuration implementation.
• A fully compliant CMDB that now serves as the foundation for future CSDM and Service Mapping projects.

Conclusion

This case study highlights how CMDB remediation can significantly enhance IT compliance, efficiency, and data integrity. By leveraging ServiceNow expertise and automation, this therapeutics company successfully restructured its CMDB into a compliant, well-governed system, providing a foundation for future IT service improvements.