ServiceNow Multisource Configuration Management Database (CMDB) is a feature and capability within the ServiceNow platform that enables organizations to maintain a centralized repository of configuration items (CIs) and related data from multiple sources. This feature enhances the accuracy and completeness of the CMDB by allowing data to be collected and integrated from various systems and tools across the organization. Here’s how ServiceNow Multisource CMDB works:

1. Data Sources: ServiceNow Multisource CMDB can collect data from a wide range of sources, including:

   • Discovery and Service Mapping: ServiceNow’s native discovery tools can automatically identify and populate CIs in the CMDB.
   • Third-Party Integrations: Data can be imported from external systems, such as network monitoring tools, asset management systems, and virtualization platforms.
   • Manual Data Entry: Users can manually input and update CI information when necessary.

2. Data Transformation: Data from various sources may be in different formats and structures. ServiceNow provides tools to transform and normalize the data to ensure consistency within the CMDB.

3. CI Identification and Reconciliation: To prevent duplicate records, ServiceNow employs CI identification and reconciliation techniques. It uses unique identifiers and relationships to match and merge duplicate CIs.

4. Data Synchronization: Data collected from different sources can be synchronized with the CMDB to keep it up-to-date. This includes periodic updates and real-time monitoring of changes.

5. Relationship Mapping: Multisource CMDB can capture relationships and dependencies between CIs, providing a holistic view of how different components interact within the organization’s infrastructure.

6. Data Enrichment: ServiceNow allows organizations to enrich CI data with additional attributes and contextual information, enhancing the value of the CMDB.

7. Visualization and Reporting: Users can visualize the CMDB data through ServiceNow’s dashboards and reporting capabilities. This enables IT teams to gain insights into their infrastructure, track changes, and make informed decisions.

8. Change Tracking: ServiceNow tracks changes to CIs over time, allowing organizations to maintain an audit trail and understand the history of each CI.

9. Security and Access Control: Access to CMDB data is controlled through role-based access control, ensuring that only authorized personnel can view, edit, or delete configuration information.

10. Integration with Other ITSM Processes: CMDB data can be used in various ITSM processes, such as incident management, change management, and problem management, to improve incident resolution and change impact analysis.

11. Compliance and Auditing: ServiceNow CMDB provides tools to help organizations maintain compliance with industry standards and regulatory requirements. It also supports auditing and reporting for compliance purposes.