Measured outcomes
240,000 CIs at 91% accuracy (up from 1.4M @ 40%)
Change failure rate down 38%
Service mapping coverage at 78% of business services
The CMDB had 1.4M CIs of which the CIO’s team estimated only 40% were accurate. Change failure rate was correlated with stale CI data. The board wanted reset, not patch.
A green-field CMDB on ServiceNow ITOM Discovery + Service Mapping. Strict schema discipline (no custom CI types without governance review). Automated discovery for 95% of CI types; manual reconciliation for the rest. Data-quality KPIs published monthly to the CIO.
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