Establishment of governance and best practices for CMDB management in ServiceNow for a company with +58,000 employees

About the Author

Simon Hendery

I’m a ServiceNow Certified Implementation Specialist focused on Security Operations and Integrated Risk Management. I help ServiceNow partners with project communications and documentation, plus sales and marketing outreach.

Overview

Colas, a company specialized in the construction and maintenance of transport infrastructure, urban development, and leisure facilities, has over 58,000 employees.

Context

Colas wanted to implement a CMDB to improve the governance structure for their IT environment. Michel Conter (Lead Strategic Advisor AI- & IT Operations at Einar & Partners) was recommended by N2 to the client to address this need.

Length

June 2022 – December 2022 – 6 months

Objectives

Centralize all IT assets in the ServiceNow database

Audit and improvement of existing processes

Improvement of data quality

Integration of software programs to ServiceNow

Client testimonial

We called on N2 Help & Solutions to find an ITOM expert who could work with us. Very quickly, Michel was recommended to us, and he began his mission of auditing and supporting us on the subject. He guided us in setting up governance and best practices for managing the CMDB in ServiceNow. Workshops were held, and from them emerged a clear roadmap for 2023.

Romain Wirth

Director Security and Technical support COLAS North America

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Discover how N2 Help & Solutions helped Colas improve their IT governance with the implementation of a CMDB. Learn about the objectives, challenges, and outcomes of the project.

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-webkit-appearance: none; -moz-appearance: none; appearance: none; } #mlb2-4984651.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-horizontalRow { height: auto; width: 100%; float: left; } .ml-form-formContent.horozintalForm .ml-form-horizontalRow .ml-input-horizontal { width: 70%; float: left; } .ml-form-formContent.horozintalForm .ml-form-horizontalRow .ml-button-horizontal { width: 30%; float: left; } .ml-form-formContent.horozintalForm .ml-form-horizontalRow .ml-button-horizontal.labelsOn { padding-top: 25px; } .ml-form-formContent.horozintalForm .ml-form-horizontalRow .horizontal-fields { box-sizing: border-box; float: left; padding-right: 10px; } #mlb2-4984651.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-horizontalRow input { background-color: #ffffff; color: #333333; border-color: #cccccc; border-radius: 4px; border-style: solid; border-width: 1px; font-family: 'Open Sans', Arial, Helvetica, sans-serif; font-size: 14px; line-height: 20px; margin-bottom: 0; margin-top: 0; padding: 10px 10px; width: 100%; box-sizing: border-box; overflow-y: initial; } #mlb2-4984651.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-horizontalRow button { background-color: #000000 !important; border-color: #000000; border-style: solid; border-width: 1px; border-radius: 4px; box-shadow: none; color: #ffffff !important; cursor: pointer; font-family: 'Open Sans', Arial, Helvetica, sans-serif; font-size: 14px !important; font-weight: 700; line-height: 20px; margin: 0 !important; padding: 10px !important; width: 100%; height: auto; } #mlb2-4984651.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-horizontalRow button:hover { background-color: #333333 !important; border-color: #333333 !important; } #mlb2-4984651.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-checkboxRow input[type="checkbox"] { box-sizing: border-box; padding: 0; position: absolute; z-index: -1; opacity: 0; margin-top: 5px; margin-left: -1.5rem; overflow: visible; } #mlb2-4984651.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-checkboxRow .label-description { color: #000000; display: block; font-family: 'Open Sans', Arial, Helvetica, sans-serif; font-size: 12px; text-align: left; margin-bottom: 0; position: relative; vertical-align: top; } #mlb2-4984651.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-checkboxRow label { font-weight: normal; margin: 0; padding: 0; position: relative; display: block; min-height: 24px; padding-left: 24px; } #mlb2-4984651.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-checkboxRow label a { color: #000000; text-decoration: underline; } #mlb2-4984651.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-checkboxRow label p { color: #000000 !important; font-family: 'Open Sans', Arial, Helvetica, sans-serif !important; font-size: 12px !important; font-weight: normal !important; line-height: 18px !important; padding: 0 !important; margin: 0 5px 0 0 !important; } #mlb2-4984651.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-checkboxRow label p:last-child { margin: 0; } #mlb2-4984651.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-embedSubmit { margin: 0 0 20px 0; float: left; width: 100%; } #mlb2-4984651.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-embedSubmit button { background-color: #000000 !important; border: none !important; border-radius: 4px !important; box-shadow: none !important; color: #ffffff !important; cursor: pointer; font-family: 'Open Sans', Arial, Helvetica, sans-serif !important; font-size: 14px !important; font-weight: 700 !important; line-height: 21px !important; height: auto; padding: 10px !important; width: 100% !important; box-sizing: border-box !important; } #mlb2-4984651.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-embedSubmit button.loading { display: none; } #mlb2-4984651.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-embedSubmit button:hover { background-color: #333333 !important; } .ml-subscribe-close { width: 30px; height: 30px; background: url('https://assets.mlcdn.com/ml/images/default/modal_close.png') no-repeat; background-size: 30px; cursor: pointer; margin-top: -10px; margin-right: -10px; position: absolute; top: 0; right: 0; } .ml-error input, .ml-error textarea, .ml-error select { border-color: red!important; } .ml-error .custom-checkbox-radio-list { border: 1px solid red !important; border-radius: 4px; padding: 10px; } .ml-error .label-description, .ml-error .label-description p, .ml-error .label-description p a, .ml-error label:first-child { color: #ff0000 !important; } #mlb2-4984651.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-checkboxRow.ml-error .label-description p, #mlb2-4984651.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-checkboxRow.ml-error .label-description p:first-letter { color: #ff0000 !important; } @media only screen and (max-width: 400px){ .ml-form-embedWrapper.embedDefault, .ml-form-embedWrapper.embedPopup { width: 100%!important; } .ml-form-formContent.horozintalForm { float: left!important; } .ml-form-formContent.horozintalForm .ml-form-horizontalRow { height: auto!important; width: 100%!important; float: left!important; } .ml-form-formContent.horozintalForm .ml-form-horizontalRow .ml-input-horizontal { width: 100%!important; } .ml-form-formContent.horozintalForm .ml-form-horizontalRow .ml-input-horizontal > div { padding-right: 0px!important; padding-bottom: 10px; } .ml-form-formContent.horozintalForm .ml-button-horizontal { width: 100%!important; } .ml-form-formContent.horozintalForm .ml-button-horizontal.labelsOn { padding-top: 0px!important; } } </style> <style type="text/css"> #mlb2-4984651.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-embedPermissions { text-align: left; float: left; width: 100%; } #mlb2-4984651.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-embedPermissions .ml-form-embedPermissionsContent { margin: 0 0 15px 0; text-align: left; } #mlb2-4984651.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-embedPermissions .ml-form-embedPermissionsContent.horizontal { margin: 0 0 15px 0; } #mlb2-4984651.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-embedPermissions .ml-form-embedPermissionsContent h4 { color: #000000; font-family: 'Open Sans', Arial, Helvetica, sans-serif; font-size: 12px; font-weight: 700; line-height: 18px; margin: 0 0 10px 0; word-break: break-word; } #mlb2-4984651.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-embedPermissions .ml-form-embedPermissionsContent p { color: #000000; font-family: 'Open Sans', Arial, Helvetica, sans-serif; font-size: 12px; line-height: 18px; margin: 0 0 10px 0; } #mlb2-4984651.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-embedPermissions .ml-form-embedPermissionsContent.privacy-policy p { color: #000000; font-family: 'Open Sans', Arial, Helvetica, sans-serif; font-size: 12px; line-height: 22px; margin: 0 0 10px 0; } #mlb2-4984651.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-embedPermissions .ml-form-embedPermissionsContent.privacy-policy p a { color: #000000; } #mlb2-4984651.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-embedPermissions .ml-form-embedPermissionsContent.privacy-policy p:last-child { margin: 0; } #mlb2-4984651.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-embedPermissions .ml-form-embedPermissionsContent p a { color: #000000; text-decoration: underline; } #mlb2-4984651.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-embedPermissions .ml-form-embedPermissionsContent p:last-child { margin: 0 0 15px 0; } #mlb2-4984651.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-embedPermissions .ml-form-embedPermissionsOptions { margin: 0; padding: 0; } #mlb2-4984651.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-embedPermissions .ml-form-embedPermissionsOptionsCheckbox { margin: 0 0 10px 0; } #mlb2-4984651.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-embedPermissions .ml-form-embedPermissionsOptionsCheckbox:last-child { margin: 0; } #mlb2-4984651.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-embedPermissions .ml-form-embedPermissionsOptionsCheckbox label { font-weight: normal; margin: 0; padding: 0; position: relative; display: block; min-height: 24px; padding-left: 24px; } #mlb2-4984651.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-embedPermissions .ml-form-embedPermissionsOptionsCheckbox .label-description { color: #000000; font-family: 'Open Sans', Arial, Helvetica, sans-serif; font-size: 12px; line-height: 18px; text-align: left; margin-bottom: 0; position: relative; vertical-align: top; font-style: normal; font-weight: 700; } #mlb2-4984651.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-embedPermissions .ml-form-embedPermissionsOptionsCheckbox .description { color: #000000; font-family: 'Open Sans', Arial, Helvetica, sans-serif; font-size: 12px; font-style: italic; font-weight: 400; line-height: 18px; margin: 5px 0 0 0; } #mlb2-4984651.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-embedPermissions .ml-form-embedPermissionsOptionsCheckbox input[type="checkbox"] { box-sizing: border-box; padding: 0; position: absolute; z-index: -1; opacity: 0; margin-top: 5px; margin-left: -1.5rem; overflow: visible; } #mlb2-4984651.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-embedPermissions .ml-form-embedMailerLite-GDPR { padding-bottom: 20px; } #mlb2-4984651.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-embedPermissions .ml-form-embedMailerLite-GDPR p { color: #000000; font-family: 'Open Sans', Arial, Helvetica, sans-serif; font-size: 10px; line-height: 14px; margin: 0; padding: 0; } #mlb2-4984651.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-embedPermissions .ml-form-embedMailerLite-GDPR p a { color: #000000; text-decoration: underline; } @media (max-width: 768px) { #mlb2-4984651.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-embedPermissions .ml-form-embedPermissionsContent p { font-size: 12px !important; line-height: 18px !important; } #mlb2-4984651.ml-form-embedContainer .ml-form-embedWrapper .ml-form-embedBody .ml-form-embedPermissions .ml-form-embedMailerLite-GDPR p { font-size: 10px !important; line-height: 14px !important; } } </style> <div id="mlb2-4984651" class="ml-form-embedContainer ml-subscribe-form ml-subscribe-form-4984651"> <div class="ml-form-align-center "> <div class="ml-form-embedWrapper embedForm"> <div class="ml-form-embedBody ml-form-embedBodyDefault row-form"> <div class="ml-form-embedContent" style="margin-bottom: 0px; "> </div> <form class="ml-block-form" action="https://assets.mailerlite.com/jsonp/230589/forms/87362537720382864/subscribe" data-code="" method="post" target="_blank"> <div class="ml-form-formContent"> <div class="ml-form-fieldRow "> <div class="ml-field-group ml-field-name ml-validate-required">  <input aria-label="name" aria-required="true" type="text" class="form-control" data-inputmask="" name="fields[name]" placeholder="Name" autocomplete="given-name">            </div> </div><div class="ml-form-fieldRow ml-last-item"> <div class="ml-field-group ml-field-email ml-validate-email ml-validate-required">  <input aria-label="email" aria-required="true" type="email" class="form-control" data-inputmask="" name="fields[email]" placeholder="Email" autocomplete="email">            </div> </div> </div>  <div class="ml-form-embedPermissions" style=""> <div class="ml-form-embedPermissionsContent default privacy-policy"> <p>I accept that my data may be used to manage my information request.&nbsp;</p> </div> </div>  <input type="hidden" name="ml-submit" value="1"> <div class="ml-form-embedSubmit"> <button type="submit" class="primary">Download Now</button> <button disabled="disabled" style="display: none;" type="button" class="loading"> <div class="ml-form-embedSubmitLoad"></div> <span class="sr-only">Loading...</span> </button> </div> <input type="hidden" name="anticsrf" value="true"> </form> </div> <div class="ml-form-successBody row-success" style="display: none"> <div class="ml-form-successContent"> <h4>Thank you!</h4> <p>A download link has been sent to your email</p> </div> </div> </div> </div> </div> </code></pre> <p><script><br> function ml_webform_success_4984651() {<br> var $ = ml_jQuery || jQuery;<br> $('.ml-subscribe-form-4984651 .row-success').show();<br> $('.ml-subscribe-form-4984651 .row-form').hide();<br> }<br> </script></p> <pre><code> <script src="https://groot.mailerlite.com/js/w/webforms.min.js?v08a893c96141fbc55feeeeac1fda7508" type="text/javascript"></script> <script> fetch("https://assets.mailerlite.com/jsonp/230589/forms/87362537720382864/track-view") </script> </div> </div> </div> </div> </div> </section> </div> </div> </div> </section> </div> <p>The post <a href="https://n2.help/establishment-of-governance-and-best-practices-for-cmdb-management-in-servicenow-for-a-company-with-58000-employees/">Establishment of governance and best practices for CMDB management in ServiceNow for a company with +58,000 employees</a> appeared first on <a href="https://n2.help">N2 Help &amp; Solutions</a>.</p> </code></pre>