We all know CMDBs are not easy to manage, even with a clear data model like you find in ServiceNow. The challenge gets a lot more difficult when you need to integrate and synchronize CIs and CMDB data across different CMDBs.

This is not a problem you need to tackle alone. At ONEiO we specialize in a service-focused approach to CMDB integrations where your biggest challenges are solved by our AI-powered integration platform.

In this playbook, we’ll go through the complexities and best practices for integrating multiple CMDBs, whether you’re using ServiceNow or other service management platforms. We'll go through the key challenges you’ll face and practical solutions to overcome them to ensure your overarching CMDB is a reliable source of truth.

Recap of CMDB Definitions

Before we go ahead, let’s recap some of the key terms that sometimes get confused when we talk about CMDB integrations:
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• CMDB (Configuration Management Database):
  A CMDB is a repository that stores information about all the IT assets and configuration items within an organization and the relationships between them.
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• CI (Configuration Item):
  A CI is any component or service asset that needs to be managed to deliver an IT service, including hardware, software, documentation, and other related items.
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• CSDM (Common Service Data Model):
  The CSDM is a framework that defines and standardizes the data structures and relationships within a CMDB to support service management and IT operations effectively.
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• ITIL (Information Technology Infrastructure Library):
  ITIL is a set of best practices and guidelines for IT service management (ITSM) that helps organizations deliver high-quality IT services and align them with business needs.
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• ITAM (IT Asset Management):
  ITAM is the actual process of ensuring an organization's IT assets are accounted for, deployed, maintained, upgraded, and disposed of efficiently and cost-effectively.
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You can see CMDB as a component of ITIL, where the guidelines and best practices for ITSM are outlined in relation to IT asset and configuration management.

Ten common challenges in CMDB integration

Imagine you're managing a typical enterprise IT landscape with many different service providers handling different segments of your infrastructure. One provider might be responsible for your applications, another for your network, and yet another for your servers. Each of these providers maintains its own CMDB, but you lack a single source of truth. 

Based on our experience working with dozens of global enterprise organizations, I can list ten different reasons why CMDB integrations can quickly become a headache.

1. Data Consistency and Standardization

• Different Data Models:
  Each service provider might use a different data model or schema for their CMDBs, leading to inconsistencies when merging data into the overarching CMDB.
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• Standardization:
  Ensuring all data from various CMDBs is standardized to a common format or model that the overarching CMDB can use is complex and requires robust data transformation processes.
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2. Interoperability and CMDB tool’s API Compatibility

• Diverse APIs:
  Each service provider’s CMDB tool might have its own API with unique structures and methods for accessing and updating data. Ensuring compatibility across these APIs is challenging.
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3. Real-Time Synchronization

• Latency and Timeliness:
  Keeping the overarching CMDB updated in real-time or near-real-time with changes from the service providers' CMDBs requires low-latency data synchronization mechanisms.
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• Event Handling:
  Efficiently capturing and processing events or changes from multiple external CMDBs to ensure the overarching CMDB is always current.
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4. Data Quality and Reconciliation

• Duplicate Records:
  Integrating data from multiple sources often leads to duplicate entries that must be identified and reconciled correctly.‍
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• Conflict Resolution:
  Handling conflicting data (e.g., different statuses for the same CI in different CMDBs) requires robust and intelligent conflict resolution mechanisms.
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5. Security and Access Control

• Data Security:
  Ensuring secure data transfer between the service providers’ CMDBs and the overarching CMDB, especially if sensitive information is involved.
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• ‍Access Management:
  Implementing fine-grained access controls to ensure that only authorized personnel can access or modify specific data within the overarching CMDB.
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6. Change Management and Version Control

• Frequent Updates:
  CMDBs are dynamic, with frequent updates and changes. Keeping track of these changes and ensuring they are reflected in the overarching CMDB in a timely manner is challenging.
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• ‍Version Compatibility:
  Ensuring that updates in service providers' CMDBs remain compatible with the overarching CMDB.
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7. Custom Integration Solutions

• Bespoke Integrations:
  Often, out-of-the-box solutions are insufficient, necessitating custom development work for integration, which can be resource-intensive.
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• ‍Ongoing Maintenance:
  Continuous maintenance and updates to the integration layer to handle changes in any of the CMDBs involved.
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8. Vendor and Tool Compatibility

• Proprietary Systems:
  Some service providers might use proprietary systems or formats that are not easily integrated with other CMDBs, requiring additional tools or middleware.‍
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• Tool-Specific Constraints:
  Each tool or system may have specific limitations that need to be managed during integration to ensure smooth operation.
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9. Governance and Compliance

• Regulatory Compliance:
  Ensuring that the integration complies with relevant regulations and standards (e.g., GDPR) across different jurisdictions and service providers.‍
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• Policy Alignment:
  Aligning data management policies across different service providers to ensure consistency and compliance.
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10. Scalability and Performance

• Handling Large Data Volumes:
  As the amount of data grows, ensuring that the integration infrastructure can scale accordingly is complex.‍
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• Performance Management:
  Maintaining acceptable performance levels for data retrieval and updates in a highly integrated environment requires careful resource management.
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Don’t worry if any of these challenges sound familiar. CMDB integrations are hard to get right and IT teams  face these challenges specifically in multi-sourced IT environments.

Best Practices to follow with CMDB integrations

With a systematic approach and thorough planning it is possible to get to a single source of truth for CMDB across different IT systems and service providers. Based on my past experience, there are five key tactics to get right. 

Invest in CMDB Design

The design of your CMDB is crucial, as it can significantly impact the ease or difficulty of managing it in the future. Take the time to thoroughly understand the purpose of your CMDB and recognize that data may need to be sourced from various external CMDBs. Thoughtful design decisions will pave the way for smoother integrations and more efficient operations, ultimately enhancing the reliability and effectiveness of your IT service management processes.

Use middleware integration solutions

With CMDBs you’re usually better off avoiding point-to-point integrations. Since CMDB integration is an IT domain-specific topic, look for middleware solutions that support IT use cases, such as integration as a service, and are  designed to tackle CMDB-related challenges like communication between different CMDB systems and data. 

As a minimum requirement, look for a platform that can handle data transformations, automated data synchronization, and conflict resolution across CIs and CMDB data models.

Utilize APIs and pre-built connectors

You don’t have to start building CMDB integrations from scratch. Many integration platforms offer pre-built connectors to interface with various service management platformCMDBs and related APIs.

Better yet, at ONEiO we remove the need for  managing APIs while still giving you visibility and control of the CMDB information integrated across your different systems and service providers.

Aim for Real-Time Integration Instead of Bulk Updates

Traditionally, bulk updates have been seen as the "easiest" solution for CMDB integration needs. However, when your CMDB serves as the foundation for critical ITSM event-based processes (incident management, change management, etc.), outdated data can lead to significant issues. This challenge is magnified when integrating multiple CMDBs, as inconsistencies and delays become more pronounced. Therefore, implementing real-time or near real-time integration is essential to ensure that your CMDB remains accurate, reliable, and effective in supporting your IT operations.

Document your data governance framework

Implementing a comprehensive data governance framework ensures data quality, consistency, and compliance across your integrated CMDBs. This involves defining data standards, policies, and procedures for managing data throughout its lifecycle.

A robust data governance framework includes mechanisms for data validation, cleansing, and reconciliation. It also involves setting up controls to enforce compliance with regulatory requirements and internal policies.

Case study: integrating ServiceNow with other CMDB data sources for CGI

One of the most common CMDB integration requests we face at ONEiO is integrating ServiceNow to other CMDB data sources. 

For CGI we provide a 360 degree integration solution for ServiceNow where process and CMDB data are integrated between client and CGI platforms easily and in a standardized way.

Integration endpoints can be set up for CGI within minutes and ready rule blocks can be reutilized when required. If the client flows need to be customized, integration flows can be configured rapidly with ONEiO.

We offer integrations both through the ServiceNow certified ONEiO spoke as well as multi-point integrations across ServiceNow and various other CMDB data sources.

The Bottom line on CMDB integrations

Integrating multiple CMDBs can be helpful when you’re looking to streamline your operations and asset management capabilities across different IT systems and service providers. While the process is often complex, the benefits far outweigh the challenges. 

By adopting integration best practices, leveraging advanced tools, and staying ahead of emerging trends, you can achieve a unified, accurate, and efficient CMDB that supports your strategic objectives. If you’re looking for an experienced partner for this journey, we at ONEiO are always happy to talk.