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How Ramisun approaches ITOM Discovery and Service Mapping for organisations with no reliable configuration data — establishing automated discovery, mapping business services, and putting governance in place that keeps the CMDB accurate.
Building a CMDB with no existing data starts with ServiceNow IT Operations Management (ITOM) — Discovery, Service Mapping and CMDB Health Checks deployed across a multi-site network. The approach identifies and documents every server, network device and application in a previously undocumented environment — then mapped those CIs into 30+ business service maps that show, in real time, what breaks when anything fails. The result is a reliable single source of truth for IT assets, enabling change management and incident resolution that can be done confidently.
A recurring position in asset-heavy, multi-site organisations. The IT estate — servers, network devices, containers and business applications — has grown organically across facilities and operations centres with no systematic discovery, leaving leadership without a reliable view of what is running or what depends on what.
With infrastructure investment planned and compliance reporting expectations rising, the organisation needs a single source of truth before it can safely manage change or assess incident impact.
An organisation that does not know what technology it is running, or how those systems depend on each other, cannot safely manage change — or recover quickly when something fails.
The ServiceNow CMDB was empty. Every CI — server, network device, application — existed only in undocumented or siloed systems.
The POC required extracting CI data from a legacy tool (Troux) and cross-referencing with network scans. No automated discovery existed.
Zero application-to-infrastructure service maps. Impact analysis for changes or incidents was impossible — teams relied on guesswork and experience.
A six-stage approach that builds the CMDB from zero and progressively layers service maps and governance on top of it.
Deployed multiple MID Servers across site segments to ensure discovery coverage across firewalled network zones, operations centres, and remote facilities without exposing credentials across segments.
Configured Discovery schedules to identify every server (Windows, Linux), network device (switches, routers), and container across all sites. A first full sweep typically documents every server, network node and container across the estate.
Built a custom IntegrationHub spoke to extract existing CI data from the legacy Troux system — validating, deduplicating, and migrating records into the new ServiceNow CMDB to preserve historical asset relationships.
Used Service Mapping to build application-layer service maps connecting discovered infrastructure CIs to the business services that run on them. Maps cover freight management, operations control, communications, and facility systems.
Integrated Microsoft SCOM with ServiceNow Event Management via IntegrationHub — surfacing infrastructure alerts directly against their related CMDB CIs, enabling faster incident identification and auto-correlation.
Configured Change Management to require CMDB CI selection on all change requests — ensuring every infrastructure change is linked to a CI, enabling post-change impact tracking and planned CI retirement workflows.
2,436 servers · 1,027 network nodes · 3,164 containers — all discovered, documented, and mapped.
Every alert now traces instantly to affected business services — on-call teams know what's impacted before they pick up the phone.
Scheduled Discovery runs keep the CMDB current automatically — no manual reconciliation sprints, no drift between reality and records.
Freight management, ops control, communications, and facility systems all mapped — change management is now genuinely safe.
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