What is CMDB?

The Configuration Management Database – CMDB, serves as a central data repository containing information about various resources within an organization. These resources include, but are not limited to, licenses, resulting in better visibility into IT infrastructure and enabling full control over it. The CMDB can also collect detailed data on hardware, software, servers, networks and connections, services and applications, processes, human resources, dependencies, relationships, and a list of services available to users. It’s worth noting that what is considered valuable and relevant to monitor, store, and track in a CMDB depends on an organization’s individual needs and priorities. The absence of a one-size-fits-all method for defining these resources allows an organization to freely decide what is important to it while minimizing the space taken up in the database by eliminating unnecessary elements.

So what is CMDB? The CMDB, as a kind of “treasure map” of the organization, is a key component of ITSM systems. Besides supporting incident management, it plays a vital role in various areas, such as configuration management, problem management, change management.

What is incident management?

Incident management is the process of identifying, responding to, and resolving unexpected situations within the organization. It is essential to engage in incident management planning to effectively address incidents. The goal is to analyze the causes, minimize negative effects, and restore normal operations as swiftly as possible. This process entails the use of procedures, suitable tools (such as CMDB tools), and coordinated activities to manage the situation efficiently.

An image paired with an article on how CMDB supports Incident Management. There is a warning sign, and a man's hand.

IT Resource Management vs Effective Incident Management

In the digital age, where organizations frequently grapple with technology, effective incident management stands out as a crucial element for maintaining operational fluidity. The increasing complexity of IT infrastructure makes the detection, diagnosis, and response to incidents an intricate task. In addressing this challenge, tools like the Configuration Management Database play a significant role in streamlining incident management processes.

With integrated resource knowledge, the CMDB not only facilitates root cause analysis but also streamlines the incident resolution process, leading to reduced resolution time. Consequently, CMDB helps optimize resource management and supports effective incident management, laying a solid foundation for the smooth operation of IT systems.

CMDB challenges

  • Organization growth and resource control problem: As organizations expand, it becomes increasingly difficult to maintain control over resources. Traditional tools such as spreadsheets are no longer sufficient, leading to confusion about how many resources are available and where they are located.
  • Delayed incident resolution: the lack of immediate access to comprehensive asset information hinders the identification and resolution process of incidents, which can lead to prolonged outages and disruptions in organizational processes.
  • Dispersion of information across different systems: Organizations utilize various IT systems, including financial systems, human resources systems, etc. The multiplicity of these systems poses challenges in obtaining a unified picture and consolidating information into a single source. Searching for information in multiple systems becomes cumbersome and inefficient.
  • Difficulties in process optimization: The lack of integration between the CMDB and ITIL processes causes difficulties in automatically assigning requests to specific resources, potentially resulting in delays and errors in the handling process.
  • Keeping the database up to date in the CMDB: The absence of effective processes for maintaining the database in the CMDB leads to quickly outdated asset information, posing challenges in sustaining data accuracy and completeness.
  • Lack of optimized resource utilization: Without integration of the CMDB database with Incident Management, organizations have limited visibility into the most frequent points of contingency. This difficulty in strategic planning hampers the optimization of IT resource utilization, potentially resulting in ineffective infrastructure management.

A group of people working together. They are standing around a table with papers and documents on it.

Cooperation with TT PSC

Collaborating with our company on CMDB and ITSM implementation and optimization is a key step toward streamlining organizational efficiency and improving user experience. Here’s an outline of what this collaboration might include:

Needs analysis and solution customization:

We will begin by conducting a detailed analysis of the organization’s needs. Working closely with the client’s team, we’ll identify key elements to be included in the ITSM and CMDB system. This collaborative approach allows us to tailor the solution to the organization’s specific requirements and structure.

CMDB design and implementation:

Our company will provide comprehensive support in designing and implementing the CMDB. We will handle the collection, categorization, and entry of key organizational resource data into the database. Additionally, we will configure links between different elements to provide a consistent and clear picture of the IT infrastructure.

Integration with the Incident Management process:

Next, we will focus on the integration of CMDB with Incident Management. This integration ensures that incident reports automatically receive the full contextual information associated with the resource, reducing response times, eliminating the need for manual data entry, and streamlining the entire incident management process.

Training and support:

During the implementation process, we will provide appropriate training for staff on utilizing CMDB and Incident Management tools. Our goal is for the organization’s staff to feel confident and competent using the new solutions.

Monitoring and optimization:

Following full implementation, our company will persistently monitor the effectiveness of the CMDB and Incident Management System. If necessary, we will make optimizations, tailoring solutions to accommodate the organization’s evolving needs and address new challenges.

Scalability and growth:

Our solutions are scalable, allowing us to flexibly adapt to the evolving requirements and growth of the organization. We will actively participate in the expansion of ITSM systems, ensuring that the IT infrastructure and incident management process are always aligned with current needs.

As a result, our cooperation does not end with the implementation itself, but is a continuous improvement process, providing the organization with a comprehensive and integrated approach to IT asset management.

Two women with a laptop. Work environment.

Benefits – effective incident management

Implementing a CMDB solution and effective Incident Management bring a number of significant benefits, addressing key challenges faced by the customer. Here’s a glimpse of the advantages resulting from our collaboration:

  • Full visibility of IT infrastructure and resources: The CMDB provides a central repository of resource information, offering complete visibility into your IT infrastructure. Precise data on hardware, software, licenses, or change history enables effective resource management, avoiding unnecessary costs, and maintaining control over your infrastructure.
  • Faster incident identification and resolution: Ready access to comprehensive information about specific equipment or facilities accelerates the process of identifying, diagnosing, and resolving incidents.
  • Streamlined processes and automation through a single source of information: The introduction of the CMDB streamlines processes related to both resource management and incident response. Automation, such as ticket generation, assignment to appropriate groups, and even resolution of some incidents, reduces turnaround time for requests, enhancing operational efficiency.
  • Increased control over changes: By tracking change history for individual resources, the organization gains full control over the infrastructure change process. This minimizes risks associated with changes, facilitates the identification of potential incidents, and enhances the stability of the IT environment.
  • Effective reporting and management: CMDB solutions facilitate collaboration with analytical tools, enabling the generation of extensive reports, from top offenders to asset usage analysis. Additionally, with information on warranties, equipment models, and previous incidents, the organization can better manage resources.
  • Transparency and reduced risk: Access to information about changes, logins, and modifications enables the organization to minimize risks associated with alterations, ensuring the security and stability of the infrastructure.
  • Minimizing downtime in system accesses: In the event of system access outages, the CMDB, coupled with Incident Management, becomes a key tool to mitigate risk, reduce resolution time, and cut downtime costs. A comprehensive view of the IT infrastructure allows for the quick identification of critical points, minimizing the impact on system availability.
  • Traceable incident history for a specific facility: Access to the full incident history linked to a specific piece of equipment, such as a server, aids in identifying recurring situations. This capability facilitates preventive action, enabling informed, data-driven decisions, identifying areas for optimization, and minimizing the risk of major incidents.
  • Preventing Potential Risks: Integrating Incident Management with the CMDB database supports the early detection of potential irregularities in the IT infrastructure, enabling preventive measures before major incidents occur. This proactive approach enhances the stability and security of system operations.

Transport for London

Let’s take a closer look at the case of Transport for London (TfL), one of the largest public transport institutions in the world. With over 31 million daily passenger trips and a complex infrastructure, TfL needed a transformational solution for efficient resource management and seamless customer service.

By implementing a comprehensive suite of BMC Helix solutions, including BMC Helix Digital Workplace, BMC Helix ITSM and BMC Helix CMDB, TfL has achieved the following benefits:

  • Operational efficiency: The integration of mobile solutions for station employees has enhanced the efficiency of routine tasks, contributing to an optimized operational process.
  • Improved customer experience: The introduction of mobile alerts and notifications for 4,500 devices has significantly improved incident response times, leading to a seamless experience for passengers.
  • Scalable and future-ready: BMC Helix Digital Workplace’s demonstrated scalability positions TfL to effortlessly support a 50% increase in the number of monitored devices as the Fit-for-Future model expands.
  • Cost savings and revenue generation: Through optimizing space and renting it for commercial use, TfL achieved tangible cost savings and generated new revenue, showcasing the financial benefits of the implemented solution
  • Transition to self-financing: Strategic technology utilization not only generated savings but also facilitated TfL’s successful transition to self-financing, a significant milestone in their financial independence.

The TfL case is a perfect illustration of how, by using CMDB solutions, we can not only resolve current incidents but also open up new perspectives for developing and improving customer service in a complex public transportation environment.

London. Big Ben. A double-decker is on its way.


Seamless incident management is becoming a key component of efficient ticket handling, offering easier ticket logging and rapid incident response. Personalization of customer service, particularly in the context of an alerting system, is also gaining importance.

In this dynamic reality, combining the Configuration Management Database with incident management becomes a crucial solution. Consequently, information from the CMDB is automatically delivered to the incident management tool. Automated processes make it possible to precisely match a ticket to the appropriate class, eliminating the need for manual data search.

Collaborating with TT PSC and combining CMDB with incident management not only enhances emergency response but also ensures transparency and efficiency, laying a solid foundation for the smooth operation of the IT environment.

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