ServiceNow CMDB Governance: A Practical Roadmap for Mid-Size Teams
CMDB health often declines when ownership is unclear and reconciliation rules are inconsistent. This article outlines a practical governance model for teams that need better dependency visibility without adding unnecessary process overhead. Start with ownership Assign CI class owners and define measurable quality rules for completeness, uniqueness, and freshness. Pair this with a monthly governance […]
ServiceNow Incident KPIs That Actually Matter to Operations
Many teams track too many metrics and still miss service quality trends. Focus on a small KPI set tied directly to business impact and customer outcomes. Core KPI set Mean time to resolution, first contact resolution, SLA breach rate, and reopened incident ratio provide clear operational signal. Use metrics for decisions Pair dashboard trends with […]