A very large Technology Outsourcer and a sophisticated ServiceNow customer has worked with AJUVO since 2018 in areas of direction, strategy, and project leadership of their CMDB. AJUVO joined a their large internal ServiceNow team that was well-versed in the NOW® platform but had limited experience with successful transformation to the CMDB and ServiceNow Discovery. The CMDB transformation was scoped as multi-year effort with over one million CIs.

Advocated CSDM model to map services to CMDB.

Developed Data Certification process for delegating CMDB maintenance tasks to the account teams.

Worked with internal team on implementation and maintenance of ServiceNow Discovery, including discovery schedules, MID server deployments, and troubleshooting discovery issues

Served as primary CMDB Manager for identifying and reconciling device discovery issues.​

Developed and delivered context-appropriate CMDB training, including high-level training for Technology Outsourcer sales team and deeper training for Ops/Engineering teams.

Served on Technology Outsourcer's technical team responsible for deploying discovery across environment and with Ops/Engineering teams to assist with end-user customer discovery questions. 

Project Description

AJUVO worked with internal staff to develop many successes on the CMDB project, especially in the areas of providing best practices for the implementation.  Areas where AJUVO had core responsibilities include the formal CMDB Management Plan. AJUVO served as primary CMDB Process Manager, defining CMDB process definitions, designating roles and responsibilities, and developing documentation, including architecture, multi-level training, and runbooks). In order to provide a complete record of CIs, AJUVO assisted with the development interfaces to other Rackspace Systems of Record to pull and map device information, e.g., account relationship data from Rackspace’s internal Source of Truth for account information. 

To assist with process aspects of the CMDB transformation, AJUVO developed the methodology for maintaining attribute lists and target-relationships supported, configured CMDB Health Metrics to assist with monitoring, implemented the CMDB, completed current state assessment, recommended new CMDB classes and relationships and plans for population via, provided a strategy and plan for maintenance, created custom reports and dashboards, and provided comprehensive training to ensure that Rackspace staff was well capable of maintaining the system on a go-forward basis. AJUVO also assisted in building the CMDB out to support the new services and support model across Rackspace customer infrastructure.

Tools Employed

ServiceNow CMDB​

ServiceNow Discovery

Integrations with additional Rackspace internal systems/ Sources of Truth to supplement Discovery​

See how we’ve helped a global engineering company improve adoption of their ITSM processes and improve CMDB data confidence through our unique Discovery tuning.

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See how we helped a major airline save millions and improve their IT processes by optimizing their CMDB.

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