The CMDB has relationships with IT service management processes in the following areas: ITIL incident management, ITIL problem management, ITIL change management, ITIL service catalog management, and financial management.

ITIL Incident Management

Configuration management assists Incident Management by providing the Service Desk with immediate information on the CIs affected, and more timely resolution of faults by understanding what CIs have been affected and changed.

ITIL Problem Management

Configuration Management assists Problem Management by linking the CIs affected by problems to the Incident / Problem / Change Management processes, and ensuring the CI status is properly maintained.

ITIL Change Management

Configuration Management assists Change Management by recording which CIs have been changed and controlling the status of CIs throughout the entire CI lifecycle. Configuration Management ensures any changes made to CIs are recorded and kept accurate.

ITIL Service Catalog Management

With Service Portfolio Management, business services in the CMDB can also be managed by the Service Catalog team, and exposed to end users who can then request items from them.

Financial Management

With Cost Management, costs can be associated with configuration items, so that the cost associated with Configuration Management can be tracked and bundled into expense lines, budgets, or cost centers.

IT4IT

IT4IT provides reference architecture about the implementation of ITIL strategy. For more information, see the ServiceNow Community blog Running IT as a Business using IT4IT and ServiceNow.