Talk to any ServiceNow ITOM customer who’s frustrated with their deployment, and within five minutes the conversation lands on CMDB. The data is wrong, the relationships are stale, and the trust has eroded.
1. Discovery + trust hierarchy. Every CI class has a primary trusted source. Discovery confirms; humans correct only at the trusted source. The CMDB never holds beliefs unsupported by a trusted source.
2. Quality SLAs as data. Each CI class has measurable quality SLAs (completeness, currency, accuracy). The CMDB owner reports against these monthly.
3. Hygiene cycles, not hygiene projects. CMDB hygiene happens continuously, not as an annual project. Embed it in CoE backlog.
Without these three, no ITOM use case is reliable.
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