Configuration Management Database Program
How can your organization ensure CMDB excellence while managing competing priorities with finite resources? Managing a Configuration Management Database (CMDB) is a complex and resource-intensive task critical to IT operations' success. A well-maintained CMDB ensures accurate and up-to-date information about the IT environment, enabling efficient incident management, change management, and overall IT service delivery. However, the challenges of managing a CMDB are significant, including the need for continuous data accuracy, integration with multiple systems, and adapting to the evolving IT landscape. Organizations often struggle to allocate sufficient resources to CMDB management while also handling other critical business priorities.
VETS offers a comprehensive three-tiered CMDB program to support clients with their Configuration Management Database (CMDB) needs on ServiceNow, aimed at accelerating value through scalable services.
| Silver | Gold | Diamond | |
|---|---|---|---|
| Onboarding and Account Management | |||
| Access to VETS CMDB Program Customer Portal | X | X | X |
| Monthly call with ITOM Lead | X | X | |
| Enhancement Request | X | X | |
| Governance ITOM | X | ||
| Current State | |||
| ITOM Roadmap | X | X | X |
| CMDB Health Check | X | X | X |
| ITOM Assessment (Review: Process, Integrations, Discovery, IRE, Best Practice Check List) |
X | X | |
| Remediation Monthly up to 2hrs Silver, 8hrs. Gold Package, 12hrs. Diamond Package | X | X | X |
| Administrative Scope | |||
| CMDB Health Dashboard & Workspace Enablement | X | X | X |
| Report Creation (0 Silver, 2 Gold, 4 Diamond) |
X | X | |
| CMDB ServiceNow Discovery Administration *Hours dependant on rate |
X | X | X |
| Discovery Pattern Creation | X | X | |
| Out of Box Integration (0 Silver, 1 Gold, 3 Diamond) |
X | X | |
| Non-Out of Box Integration (0 Silver, 0 Gold, 1 Diamond) |
X | ||
| Support Resources | |||
| ITOM Certified Administrator | X | X | X |
| VETS Certified Developers | X | X | |
| ITOM Solution Architect | X | ||
| ITOM Practice Lead (1 Meeting a Month) |
X | X | |
| Add Ons | |||
| Cloud Based Discovery | |||
| Service Mapping Foundations |
The Silver Tier provides essential support, including access to the VETS CMDB Program Customer Portal, an ITOM roadmap, CMDB health checks, and limited monthly remediation support. Clients also benefit from CMDB ServiceNow Discovery Administration and a certified ITOM administrator to guide them.
The Gold Tier expands on these services by adding monthly calls with an ITOM lead, the ability to request enhancements, and a thorough ITOM assessment that includes reviews of processes, integrations, and best practices. Clients in this tier receive more substantial monthly remediation support, report creation services, and out-of-the-box integration options. Additional resources include access to VETS-certified developers and monthly meetings with an ITOM Practice Lead.
At the highest level, the Diamond Tier offers the most comprehensive support package, including everything from the Silver and Gold tiers, plus governance ITOM, a more extensive ITOM assessment, and greater monthly remediation hours. This tier includes enhanced administrative support with additional report creation, discovery pattern creation, and both out-of-box and non-out-of-box integrations. Clients also benefit from access to an ITOM Solution Architect and add-ons like Cloud-Based Discovery and Service Mapping Foundations, ensuring they have the tools and expertise needed to fully optimize their CMDB.
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