TheConfiguration Management Database (CMDB)in ServiceNow is a centralized repository that stores information aboutConfiguration Items (CIs), which can includeboth tangible and intangible business assets.
Tangible assets: Physical devices like servers, network components, and workstations.
Intangible assets: Software, applications, cloud services, licenses, and business services.
Relationships and Dependencies: CMDB maintains the relationships between CIs to help with impact analysis, change management, and troubleshooting.
What is Stored in the CMDB?CMDB plays a crucial role inIT Service Management (ITSM), ensuring that organizations haveaccurate and up-to-dateasset data for better decision-making.
(A) The CMDB contains data about tangible and intangible business assets – Correct
TheCMDB tracks and manages both physical (tangible) and virtual (intangible) assets.
Examples oftangible assets: Servers, routers, desktops, mobile devices.
Examples ofintangible assets: Cloud services, software applications, business services.
(B) The CMDB contains the Business Rules that direct the intangible, configurable assets used by a company – Incorrect
Business Rules are not stored in the CMDB.
Business Rules in ServiceNow are part of the platform’s automation framework and control system behavior but donotdefine configuration items.
(C) The CMDB archives all Service Management PaaS equipment metadata and usage statistics – Incorrect
TheCMDB does not function as an archive; it maintains real-time, active data about CIs.
Usage statistics are stored in performance analytics and reporting tools, not in the CMDB.
(D) The CMDB contains ITIL process data pertaining to configuration items – Incorrect
While CMDBsupports ITIL processes, it doesnot store ITIL process datadirectly.
ITIL process data (e.g., incident, problem, change records) is stored inITSM modules, not in the CMDB itself.
CMDBdoes contain CI relationshipsthatsupportITIL processes likeIncident, Problem, and Change Management.
Explanation of Each Option:
CI Classes & Hierarchy: ServiceNow CMDB uses a hierarchical structure with variousCI Classes(e.g.,cmdb_ci,cmdb_ci_server,cmdb_ci_database).
CMDB Health Dashboard: Ensures data accuracy withcompleteness, compliance, and correctnessmetrics.
Relationship Management: CIs in the CMDB are linked to show dependencies, which iscrucial for impact analysisin change and incident management.
Discovery & Service Mapping: ServiceNow’sDiscovery and Service Mappingtools helpautomate CI data collection.
Additional Notes & Best Practices:
ServiceNow Docs: CMDB Overview
https://docs.servicenow.com
ServiceNow Community: Best Practices for CMDB Data Accuracy
https://community.servicenow.com
References from Certified System Administrator (CSA) Documentation:
