everybody this is Scott Jacobs from Cove Essex welcome to our webinar tips for cracking the CMDB code agenda so we'll start with the promise of seeing DB will go into false starts and by that we mean just some of the common challenges that we see customers encounter with configuration management in the scene DB talk about solutions above and beyond so in other words basically other uses and number utility to be gleaned from the CMDB beyond the obvious core IT service management applications and capabilities and then next steps okay so my name is Scott Jayhawk I am the director of our ServiceNow practice here at Coe Vestas on the webinar today we also have James Devine he is one of our senior solutions architects we also have a Shiv vichara so please each from quick Nexus I won't steal she is thunder but real quick quick Nexus is a partner of Cove Essex and service mountains and Shivan is team focus their services and solutions exclusively on the ServiceNow CMDB all right the quick overview of combustive so Quebec has been in the service management business ever since we were founded in 2001 we have over 200 employees over a hundred successful ServiceNow projects we successfully maintain a customer satisfaction rating north of nine and our repeat business number so basically the number of follow-on projects is over 90% and share of all that you introduced witnesses thank you Scott well well quick matches was founded in 2016 and escort mentioned we focus exclusively on the CMDB in service now and since 2015 we've done more than 19 CME projects more than half of which have been discovery implementations and we are a bronze technology partner and we do have a featured product discovery admin on the ServiceNow store that automates the configuration maintenance and troubleshooting of ServiceNow discovery and service mapping 100x faster than expedient service our discovery administrator obviously be going to talk a lot about the technical aspects of this in part two of the webinar but right now start over to you and let's get it started all right thank you and take it away all right thank you gentlemen hello everyone this is James Devine I'm a Solutions Architect with Kovac I've been implementing ServiceNow projects with CMDB for over eight years now and I am very lucky to have had several of my projects be successful enough that the clients presented their success stories at knowledge at the annual ServiceNow knowledge conference you know I think that's a big testimony to the fact that CMDB can be done and it can be done right we've been hearing about the promise of seeing DB for years that you know simply having one will be the magic bullet to solving all of your service management woes and maybe it's been a little over sold and maybe the effort to get there has been a little under sold but we do want to talk today about you know why you want it and then the right way to go about getting it so let's talk first about what CMDB is for those that are not its service management gurus around here service meant the seem to be is a digital representation of your infrastructure in your environment supports your business services so if you are offering as you see in the picture here sa free enterprise services and you have the individual elements of s ap underneath that as something that you as an IT organization offer to the rest of the business the C maybe is what gives you all the the supporting elements of that and the relationships between them so that is in in a very Reader's Digest format what a CMDB is and when you have that you certainly do get improved functionality when it comes to the core IT service management areas such as change management specifically where you're able to very easily determine the impact and the risk of a change to a CI into the supporting infrastructure and what impact it's going to have on your ability to deliver your business services you can also do very targeted communications based off of who's going to be impacted with the relationships all the way upstream or downstream to the change of any CI there's also routing and reporting benefits that come with it as well as greatly improving the maturity of the other IT Service Management core processes and we'll talk towards the end of the session today about some of the areas beyond core ITSM that CMDB really is a game changer in in the service management space but let's talk about the reality is that quite often when people start out to come up with their CMDB they start with a very tech heavy focus on bringing data in and getting all the CI asset data in there they possibly can they're usually bringing this in from all terrace or solar winds or offs view or some other tool and they are able to in to flood the CMDB with data in fact I'm working with a client right now that has 71 classes of CI is that they're ready to bring in on a first phase of their CMDB well it's great that we have all of that data it's not necessary not necessarily doing us any good if we don't actually have the relationships between them and we don't have the business services defined so you know we are big proponents of not trying to boil the ocean as the adage goes we want to make sure that we start start very slowly and build our way into a successful process around your CV B so that means not focusing on the technology not looking at what we can bring in from our external tools but starting very specifically with our business services and working our way down from there mastering each step of the process as we go before we take on more and more information so we don't get that unmanaged cluster of CI data that doesn't really provide the business with any value all right now it's time to do a little demo so I'm going to switch over here to my service now development instance and we see that I have just a clean instance very very few modifications I'm going to go ahead and just come in to my business service list so these are all the defined business services that the IT organization offers to the rest of the business we see that we have the highest level here IT services we have quite a few that are part of the demo data I'm going to pick on people soft CRM so if this is one of our business services that we offer then we maintain a CI record a configuration item for this particular CI for this business service called PeopleSoft CRM and we maintain attributes such as owned by business criticality this is production development test or if this is disaster recovery the current status of it over here we have what SLA SR tied to it so that helps us with our chain change analysis if we're if the change Advisory Board is considering whether or not the impact of a proposed change will violate the SLA that is a good reason for them to not approve that particular cab for that particular time then we also have down here the relationships so we have a tree view here of all the relationships that exist for this particular business service so this tying them to the underlying infrastructure this actually supports this so we go from the logical layer here to a more of a technical layer we actually get down to the application layer then servers underneath that so that's one way to see the relationships but if we actually wanted to see them the the best way possible we come over here and click the icon for the business service map and that's going to bring us up a visual indication of the CI itself which we see PeopleSoft CRM is right here and then we have all of the other CIS that we have a record for that have relationship back to that CI for wood purposes so we see that this particular business service depends on this Apache server here for to be able to run so what we have is seem to be is a record of all the CIS that are in our infrastructure and very importantly the relationships that connect them to each other so without those relationships you don't really have a true CMDB you can have a collection of CIS and it's more of a an asset tracking effort than it is a true business seem to be effort so having these relationships here is the the most important part of your CMDB effort so that's really important when you start thinking about how you're going to approach developing your CMDB is that yes you can get lots of CI data from other tools such as sec ml terrace and solar winds and bigfix and what-have-you but can you also get the relationships between them and in some cases yes you can sometimes it's difficult to bring those in but if you don't have those relationships and all you have are CI records and you're really not getting the value out of a CMDB so just a quick couple of features here so i am looking at the business service map centered on people saw crm if i wanted to see this on one of these additional servers let's come over here to this particular load balancer and i'm just going to do a right click and say view map so that's going to redraw it from there and it's going to show us everything that's relying on that particular server so that's where we really start to see the value of CMDB is having that automatic representation of what the interconnectedness is between all of our configuration items if we don't have this we are relying on tribal knowledge such as you know Bob in the far corner to know what are we using that particular sequel server for and hopefully he's accurate and hopefully he's going to be here tomorrow otherwise we need to have a CMDB that can tell us that one that we can trust one one we can keep up to date so that's just a quick look at the CMDB with some out of box demo data in ServiceNow now with that being said I would love to jump into the second part of our discussion today which is around their ycv fail and what can we do about it right so we'll get into all of these circles that you're seeing on my screen right now but let me start with the right now there is many reasons why seem to be sale but to help us get our heads around it we've broken them down into five different categories and as a part of our in the discussion today if any of these categories resonate with you if that's something that you're facing within your organization just send it out in the chat window because it's going to help us understand where you guys come from it's going to help us out here right so the top five categories or the top categories that we have in terms of the reason why seem to be sale with maintenance isolation tactical process and leadership and I'm going to get into each of these so that we're well aligned with what exactly they mean so let me start with maintenance right now I'm going to call it the M word I'm going to use maintenance over the next 10 15 at least about 50 times and if there's anything you take away today it is the word maintenance right when you do a CV it's always about the maintenance and very often people start with the CD but they don't realize that it is an ongoing effort it never is over when it comes to the CBM as I really may have it the rubber hits the road after the CMDB implementation and double quotes project is the phase and what we mean by that is usually when we're working with a few we like yeah we'll let us get started and you know it's a three month effort or like why as well that could be the initiation but operationally within the organization it is something that we expect and we want our customers to continue on an ongoing basis right so that's really the maintenance that we're talking about the second is isolation so what isolated cmed is built without the consideration of how the CMDB will be used and which processes we'll be using the CMDB and as a result of that an isolated CMDB rapidly diminishes in value as there is no reason to maintain and enhance the quality of the data and you see indeed so you may have seen def CMDB you may have the best data you may even have the best design but if there is nobody using it if there is no process looking at it referencing it it's pointless right and it is a very very fundamental factor why even though you may start off really strong and maybe having this acceptable life a matter of a few weeks no matter a few months the value is significant diminishes as it was created designed and built in isolation this verb is tactical now when we look at tactical a tackle approach to the CMDB results in centralized silos of data now this is of course something chic but we are so often you know what we're data fighters across the different organization we need to centralize them guess what if you take a tactical approach you're just going to have all that junk that will spread out all in one place now it's definitely better to have it in one place but that doesn't mean you have a successful tmdb so seemingly built to tackle tactically solve a specific problem often undermine the strategic sustainability of the cme and we're kind of going back to that theme of maintenance right attacks those decisions that may seem appropriate at that time often end up costing more in the future and of course we have suboptimal outcomes so what we do not want at all in the CMDB is just different tables insured us now representing different spreadsheets with the teams tactically using them for what they need now yes it's better than having them in spreadsheet but if you really want to great tmdb the stack dual approach is not going to get you very far now move on to a couple of the other things the process right now a successful CMDB implementation isn't just about the data ok and what we mean by that is just like incident management sorry just like incidents are managed here into the management right we all know that changes Amanda's gear change management the CMDB is managed via the configuration management process and any cmed implementation that doesn't incorporate the process to govern the CMDB results in failure so think about it this way if I said you know what let's do incidents but we don't have an incident medicine process you can look at me funny right but we've seen so many times that people talk about CMDB but they don't think about completely the configuration management process and it is as as the the similarity is just like doing incidents without incident management so as a part of the CMDB strategy a lack of process or lack of thinking about how the process will wrap around the CMDB is a very very underpinning reason of why a same theory would fail and finally let's give my bosses right this is this is about leadership but it's more than that and here's why right the data stored in the CMDB is maintained by numerous teams within ICN across the business so the maintenance requires resources to take ownership of the data they own right whoever's close to the data has to take the accountability for that data and we call that a delegated administration or a delegated CMDB but that's really what makes it successful and the lack of leadership support implies the visibility of these resources were close to the data who know the data were supposed to maintain the data the N word again to dedicate the time and effort to effectively maintain their fortunately C in Review and think of it this way if your task to work with the CMDB and if that tmdb effort is not in the conversation in the mine straits of the person you report to it's a good chance between because going to fair and that equation goes on and on so if the person your boss's boss isn't thinking about the cmed that's another very undetermined factor of why the CME will change sorry would fail so we want to make sure that we have the leadership we have to buy all the way and if you don't that's definitely something that's going to interview so again these five things you would love to know what are the ones that hit close to home for you guys if you can just put in the chat and that'll really help us help you in the overall conversation right but there's one thing before I move to the solutions and lessons that we've learned I'm not talking about technology in the problem stage right so luckily we live in a space where the technology is they neighbor the technology is not the problem we are servicing our customers and it's a great product it's a great platform right so the technology the way we decided is the enabler and of course is going to be a part of our conversation on bottom right and of course we're going to talk more about it as a part of the part to embed in our series but really in terms of where we are right now with the maturity of the products and the technology available to us is the problems that we've discussed that it that we've seen cause our main reasons why cmed fail and of course with the problems that we have we of course have lessons learnt we have solutions and recommendations for how you in tack of each one of them so we have for the five problems we have these five categories of solutions that I'm going to go over and help kind of drive the point in terms of what it takes to make sure you have a place to in DD now before I go into the details again these five categories so it's ongoing they are driven strategic factum and CI a-- and i'm going to get into these details right now so we started by saying the first problem was about maintenance right so yes there is always one maintenance but think of it this way any decision made with respect to the tmdb must always always consider the total cost to maintain that solution and what I really mean by that is very often we say you know how easy it is to create an attribute and put it on a and create an attribute in service and put it on the form right five minutes work you know deal with migration maybe 15 minutes half an hour right but think of it this way that attribute if it's on an on on a CI class that has 10,000 CIS and the person maintaining that attribute is busy doing something else and that is like one percent of his mindspace to maintain that that attribute just doesn't make sense is going to ampere the overall perception and the quality of the CMDB so we take the position that is best not to initiate scene DB word or at least the part of that word right if the ongoing maintenance isn't something that is scope or budgeted for so you have to think long term any decision we make has to have the ongoing mindset the total cost of ownership fundamentally as a part of our decision as a part of approving any changes that we made to the summative the second is data-driven so this of course is aligned with the isolation problem that we have right what we want to do is we want to have you know the data building processes reference and leverage the CMDB utilizing CIS and they attribute enhance and automate the process now the second part is very important it's not just about referencing so what right of course can you reference yeah it's great because you know what happened to that CI and it's definitely great visibility and that's a win but we want to take that one step further we want to use the attributes we want to use that data to further enhance and automate the process sync approval sing auto assignments and ethyle Aves things reporting so refine what happens is its forces right this ensures that the CMV is constantly in use there by prioritizing its maintenance resulting in an accurate and reliable see immediate force and what we mean by that is it does seem like a chicken-and-egg right we need great data and then we're going to use the process and we only have a you know process as reference to the data it's actually going to scale and and and get better but the way we look at it is we take a holistic approach so we marry the process and the data and we believe that that way when when you have a data-driven process that depends totally on the CMDB it enforces it prioritizes it makes the CMDB accurate and the process of course has significant benefits your justification for investment in the CVD all of that then just becomes a natural outcome of a data rhythm LC and David oh sorry I did a different process and of course every lying heavily on the same David the next part of course we spoke about the tactical limitations and we obviously don't have a strategic approach the CMDB right so if we don't just don't just don't have centralized silos of data that does really doesn't help anyone in the long term so a strategic approach to the CMDB doesn't simply centralize the data it goes deeper into understanding the data who is using it and how it's being used so it's not just about putting it together but hey if this area and this data if this two pieces of data or two tables of data that actually represent the same thing it it strategically makes so much more sense to have it in one place and have a delegated administration where the team's closes to those and data goes as to those attributes are responsible for maintaining them and of course they can then leverage each other and of course have better data in the CMDB right and this approach results in higher upfront costs but definitely reaches the total cost of ownership to again the and you know the the M word right maintain the C and D D and and this approach yes sometimes it seems a little counterintuitive you know let's just get started we decided to happen next week maybe it may help in the near term but in the long term definite we want to have a strategic mindset to make sure that the CMDB is successful next one right we spoke about the process and the fact that it's not just about the data it successful daily its implementation isn't just about the data the process sockem is the underpinning process to govern the CMDB people call it configuration management sacrum aid is the idle term but what Sakon does is it goes beyond the data right it requires a configuration management plan it incorporates people design operations reports and covenants so as you can see if you just look at the CMDB with a data mindset you're not talking about the people you're not talking about any of these other things that are so fundamental to having a successful tmdb and the message that we're giving here is that while a CMDB is a database a configuration management database for it to be successful there is the process conversation we approach the people and everything else that we need to make that successful and we do not do that that is definitely something that would be holding you back from having a successful SimCity right and finally we spoke about the leadership and we're actually calling out the CIO here right so as we mentioned before you're in the full shoe report you have to have cmed in their mind space and what they do on a day to day basis and if you go on each waiting that in I see it rolls all the way up to the CIO right so the data sort of the CMDB is of course maintained by numerous teams with an IT and more importantly across the business right so we need the leadership handshake you know it could be the CEO with the CIO the CSO it could be other parts of the business or the business owners of the line of business owners all of them have a stake in the CMDB and getting this CIO support underpins the commitment for resources within IT and across the business to work together on an ongoing basis and again the ongoing underpins the maintenance aspect of it and what this results in is a nexus EMV be an integral part of every process innovation right and that will make sure that we'll understand your CMDB to be accurate and reliable and of course resulting in a successful cm debate now if we couldn't summarize what we've learned or what we believe is successful CMDB shouldn't tell that again the ongoing mentality the data-driven approach and strategic sacking and CIO and again if you look at our solutions right of course this technology of course is service now there's discovery service mappings of all your integrations and create stuff that's going to help you get there but without these non-technical it's purely a functional as a process approach these are the precursors that we have to embrace as a part of a successful CMDB implementation now as a part of what we're going to do with part two of the webinar series we're going to focus heavily on the technology and we're going to talk about a few other things but I do want to share a few things at a very high level these are things that we would do when we work with customers they're independent of that reversed customers to do these things within their organizations so that they can be successful in their scene DBA endeavors right first and foremost right look at what we're saying let's disagree to agree and and this is obviously some in cheek but what we're saying is that within an organization people come from different backgrounds they have different experiences and thus they have different meanings for the same words right when somebody says CI when somebody says assets factum configuration management it really comes in two different definitions and when you talk these acronyms as a product if CMDB initiative people interpret those as different things and as a part of any initiative it's extremely important to align on the key definitions as a part of that initiative you will come across confusing terminology right its asset how do we really define an asset is it asset management is it just another CIO what does it really mean so let's clarify those confusing terminologies that are all de l'industrie and obviously specific to your organization and let's make sure everybody is aligned on the key concepts and and this alignment is cursor to any initiative you do but very much so when it alliance with the CMDB the Nexus course is you know you want to do the right thing you variant there may be a new initiative there may be something that's already been done and in that case we recommend a five step approach which is soft start talk walk deliver and enclose and and what that means again is sharp is really about getting all the people that are stakeholders aware of the initiative because everybody has to be putting in the time and effort for for moving the CMU's forward the talk is really around talking to each one of them understanding where they're coming from from its functional process and from a technical standpoint so you have to complete context over what it is that is going on within your organization the walk is around looking at the documentation process documentation the implementation the technical implementations with ServiceNow without service map integrations all that stuff to make sure as a part of the team that is responsible for successful CMDB we understand the technology underpinning all the efforts that are going on within the organization and the deliver is really around making sure that all of this the gamut of different information is compiled into a recommendation that makes sense for what you need to do as the next steps and what's the right thing to do and finally the closes around there everybody you spoke to in the beginning you need to share this vision share the the roadmap share the approach so that they know what is going on they know what to expect and more importantly they know who wouldn't the team they can commit to to make sure that the initiative has to support it needs from a resource standpoint and from an extra piece so that's really a couple of things when you're looking at the CMDB definitely something you have to you have to think about and of course there's a process right so we spoke about the process we can get into the details right so I can call it that it's you know it's called configuration planning and management and I can call it configuration identification and all of those technical terms but we in reality if you said that it's five things right what's configure the plan the design run report an audit right think of it as you know anything you didn't say you're going on a vacation right you climb a vacation you design the logistics you go on over tation like you look at some photos and all the good things that you did in retrospect you kind of make sure the running budget way and you haven't gone overboard these five steps like you would apply to anything else absolutely applies to CMDB and are the core five phases of configuration management so as you think about like we mentioned before as you think goodbye the theme DB definitely definitely focus heavily on what the process brings employees and of course the technology so in constant technology we're going to spend a lot more time in terms of how it works with ServiceNow how we recommend you know the configurations to be done with our product and I even the demo in terms of how you can really and do some great discovery configuration so that the seam stays accurate yeah so as you can tell there's an awful lot that goes into CMDB to make it successful you know we've got this down to a science and an art so we've certainly helped a number of customers get to that CMDB Nirvana that that's often been promised but really reached so we want to talk a little bit about how does that help you beyond the ITSM world so service management doesn't stop an end with IT in fact we're seeing that ServiceNow itself is branching out into areas far beyond IT and service management concepts or useful across the entire enterprise so one of the areas that we're seeing seem to be used quite a bit is for customer service management and that is sort of like customer service as in the typical helpdesk the customer calls with a an issue and needs to log it but it's actually much more than that because we're service management is taking the the service management lessons learned from ITIL and applying those to a customer service and customer experience environments so when you have a fully populated and valid CMDB that you can then use to determine what customers are using what parts of your infrastructure especially if you're a high tech b2b organization that becomes a very critical part of the that customer experience not just being able to quickly isolate issues and knowing who's going to be impacted but also to be proactive and preventative from issues happening to begin with likewise with IT operations management and security operations having self-healing vulnerability responses and and security incident responses that are based off of run books driven by the CMDB is a huge step forward for for both of those areas and then business continuity I have trouble understanding how organizations do disaster recovery and business continuity without having it seem to be because if you don't know what business services you're offering and what technology is is supporting them it's very hard to create backup systems for those so you know this is an area where it's not just incident problem and change that are helped by having this UB there's much much wider areas of the enterprise that are benefited by having the the promise of seemed to be met so with that let's talk about our next steps we have part two of this series next week next Thursday so if you haven't done so already we invite you to register for that today's session was intentionally focused primarily on the business case and the business uses around CMDB the next session will be focused more on the technologies so that'll be talking about ServiceNow and discovery and discovery admin specifically so things that you'll see actually in place and see them in action as to how they can help you drive this MDB so please register for that all likewise if you would like a private consultation with us we are more than happy to have a conversation about where you're at and your journey with CMDB so please just shoot us an email we can get that set up and I think that takes us to our question and answer time so for those who have stuck with us through the webinar if you have questions if you put them into the chat throughout the session we'll address those and if you have any that you'd like to have us ponder please go ahead and put those into the chat section now all right this is Scott we have a couple of questions that have come through James I think I'll pass this first one to you and and maybe we'll pass the second one to Shiv do you recommend using multiple data sources for theme DB yes but not initially again data sources are a technical solution and one of the big challenges that I've seen organizations struggle with is having too much data to consume too quickly I think I mentioned earlier the client that I have has 71 classes of CI is you know that's far too many for you to be able to consume the process around so I'm a much bigger fan of starting with a small number of CI classes maybe four or five getting the process down proving that you can do it and then adding on from there so when it comes to multiple data sources absolutely a federated data source approach to steam DB is is you know usually done most organizations that are successful with it but it's a second or third phase of seeing the implementation okay thanks James cheval direct this next one to you I'll add a little bit of commentary to the question in the window too so the question is we have we we have a very basic CMDB that was implemented when we first implemented ServiceNow and we know it needs to be improved but don't know how or where to start what do you recommend my commentary is you know I wouldn't want to think that we're seeing a lot with our customers now is a great interest in other solutions and other applications like event management and we're seeing a lot of sort of renewed interest around the configuration management database because they they quickly learn that you know the CMDB you know rich data is not there it's very hard to do event mint so again we're seeing a lot of customers that you know in their phase one they kind of implement it you know what a lot of people call seems easy life and basically you know haven't touched it since then and again now now they're really starting to feel the pain and see the need so should have all I'll turn that one over to you so again the you know the core question is you know we've kind of got CMDB light where do we go from here absolutely so I'm going to your CMDB lights first of all let's make sure what parts of the DVD you're using right exactly what we will be alluded to before in the call and then I'm going to piggyback on what James said which is dissing services right so do you have you don't know where to start start top down right start with your business services aligned as closely responsible with the consumers of your data this one's a little more there's more to why we want to start with business services of course it makes sense it aligns with your business but what that does is it lets you have the conversations with the business leaders outside of IT and get their buy-in so that based on using the CMDB in their processes and like we mentioned before is the use of the consumption right is the data-driven portion of the CMDB that's actually going to give you the CVB success in terms of where to start or what to do again what was mentioned before is the CI clock like the x-box at a time with CI class to start with well start with the folks were most excited about working with you right so what I mean by that is yeah you can say okay this is absolutely very important with you the data but in that team who is close the data as you know for a very good reason other priorities it's not going to be as successful as maybe a smaller team that is really excited about getting on to the CMDB leveraging their processes and they're reading the data wouldn't have seen you before the process so this is our initial recommendation for how you should approach or they started if you that you don't know exactly but it's very good stuff all right good thank so more questions in here I know both of you guys are discovery expert so James all I'll start with you and in shivved feel free to add on to James's answer it says typically what percentage of attributes can you maintain through ServiceNow discovery what percentage of attributes can you maintain it's an interesting question and I'm gonna have to give the standard consultant answer it depends it really depends on the class of CI you're gonna get more information from a Windows server than you are from some ass which obviously so you know you can get quite a bit of information from most of the CI as most of the attributes and I would say that most of the stuff that you actually care about you're going to get through service now's discovery there are and if you're not getting a particular attribute such as you know organizational information there are ways to capture that as well but from my experience most of the things that are actually useful and transactional you're going to get through through discovery so I can't give you a numerical answer as to what percentage but I'm going to say that most of your needs are going to be met by the discovery tool being able to capture attributes for CIS ship do you have anything to add to that yeah I would say that you know when we do these these recommendations right we flip things around right we come back with what discovery has to offer right and we intersect that with the requirements that the customer Adam very often the customers wants the data but they're not really sure what they want or how they're going to use it so our design recommendation is yours with the I classes and service others are be the struggles you've already met in that product and use yours be design or here's what you're going to get with the minimal configuration with the minimal maintenance requirement for those attributes and then we aligned on the value so James Wan if there's any manually maintained attributes our product actually can download the rules and you have rules right if owned by if it belongs to this class this location describes the owner we can intelligently capture these rules and put them in the discovery admin app and we can show that to you next week and what that does is it allows you to not only have the discovery attributes but also the manually making athletes we can augment supplement you CMDB automatically with that and what that does gets you to a automatically maintained MVB with very little hopefully that answered the king point you there is really a percentage but yes the subject comes back from service now that's very ready there are useful all right great thanks Shiv let's see I guess I'll direct this one one we start with ship this time we are using data from multiple sources discovery SM integration user entered and other discovery sources such as science logic the challenge we have is reconciling data because one we call Apple the other one we call green apple all right so this is a classic bit of a normalization example service now I'm going a little technical here there is a outer-box capability and service not called field normalization and there is a another very subtle but underused capability in Discovery it's a part of the phase 3 of discovery which is called identifiers or identification and you probably guess what it is but it really allows us to tell the service now what how what attributes in the record make that record unique so it's almost like you know you go back to your traditional database design and the primary key or the attributes that comprise of the primary key so that is the first thing that we need to figure out is how and how do we identify what a unique record is and probably and configure that in service our search service I understand that but that is only a part of your problem the second part is around clear data normalization and when you talk about applicant green-apple in this example right we should have the user again with the field normalization capability in service now you can create these users and this is out of the box capability where you can call Apple and the green apples you can call it maybe a P P and that is your normalized field and that is the few that you record on and if data comes in from different sources with these different hold I put in different names for the same thing service now in the rules that we define as a part of the field of normalization in ServiceNow can output a consistent view that is of course in ServiceNow very often we also see customers do some basic level of massaging a capitalization or something like that so that's another option but that comes in as a product you can CL may be or another process but if it's in service now it's field normalization and identifiers when it comes to service on discovery for that special motor alright great thank you with that I think we will go ahead and wrap up if any additional questions come in before we close out the webinar we will get responses out for that he is our contact information up on the screen and with that I want to thank everybody for your participation and for attending and everybody have a great rest of your week and weekend take care