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Do you break out into a sweat just thinking about Configuration Management and CMDB? I know the effort can seem overwhelming, but don’t fear – your Remedyforce Customer Success Team is here to help you. We know how daunting a task it may seem but with some guiding principles – a good project management framework and some helpful tools developed by people who have “been there – done that”, we can assure you that there is some light at the end of the tunnel.


The identification and management of configuration items (CIs), assets and critical business services along with their relationships to each other are essential to establish and maintain a successful service management program, but where to start can absolutely be intimidating.  By taking a maturity model approach, organizations can quickly establish a foundational CMDB to gain immediate value while strategically building additional value in the more mature areas of change management, configuration management and service level management.


Your actual challenge isn’t to create a CMDB, but to maintain one with quality and accurate information to support the many aspects of service management and ultimately assist IT in ensuring they remain relevant to the enterprise.


So if you’re thinking about adopting Configuration Management and a CMDB my first piece of advice is to engage your Remedyforce Customer Service Manager. They will walk you through the enablement resources available to you to help your effort.


The Step by Step Guide

First, they will review with you the Step by Step Guide that was developed by consultants using the firsthand experiences of their existing Remedyforce Customer. Depending on the level of awareness and Configuration Management process maturity, they can provide you with a refresher covering what a CMDB is (and isn’t!), the difference between Configuration Management, Asset Management and Inventory Management. They can also recommend training if that’s an immediate requirement.


The next thing they will review with you is the CMDB Implementation Methodology and walk you through the critical path and things to consider along the way:




Some of the key highlights of the five stages outlined in the guide will include project management best practices, building a business case, and determining your scope! You will have to consider a top-down services approach or a bottom – up discovery approach. Not to fear, there is guidance on both approaches to determining your scope:


Service model.png


To make your job even easier, there is a handy checklist that you can use to make sure you on the right track! Your CSM will review that with you as well.


Value Based Outcomes


A key piece to remember to help you get started on the right foot is identifying your “why”. What are you value based outcomes? Here are a few to consider that may be the answer to your “why”:

  • Achieve higher levels of customer satisfaction
  • Improve Service Levels
  • Enable accurate incident routing
  • Facilitate and expedite Root Cause Analysis
  • Reduction risks to Production Environments
  • Minimize incidents and outages
  • Simplify Impact Analysis with visibility to dependencies
  • Improve your change success rates
  • Improve estimation of resources and capacity for new application and service releases
  • Reduce maintenance contract costs and license fees
  • Increased accuracy of service costing
  • Improve service level tracking
  • Simplify customer charge models
  • Lower asset TCO


CMDB & the all-important data!


The other important enablement resource your Customer Success Manager will review with you is the Remedyforce CMDB Master Configuration Map Workbook. In a nutshell, this workbook is going to help you identify ultimately what your CMDB is going to contain:




The workbook contains all of the OOTB (out of the box) CI classes, relationships and attributes using the CMDB Common Data Model. It’s been formatted in a way to make it a usable and living dynamic workbook to be used by you and your team to manage what is going to be ultimately living in your CMDB.


And we haven’t forgotten about the processes – we’ve got some great examples of best practice change and configuration management processes that you can leverage as you decide what your processes are going to be for ultimately managing the integrity of your CMDB.


Get started today!


Feeling better yet? I hope so. Your friendly Remedyforce Customer Success Manager is here to help you. Even after your walk through of the enablement resources (Step by Step guide, checklist and CMDB Master Configuration Workbook) your CSM can also connect you with seasoned partner resources who are ready to assist and bring their own real-world implementation experience to the table.


Drop me a line in the comments section here if you have any questions or feel free to contact our Remedyforce Success team Special thanks to John Fulton and Hugo Gracia for their contributions to what I promise are really helpful enablement resources for our Remedyforce customers!