ServiceNow Certified System Administration Practice

What is the CMDB primarily used for in ServiceNow?

1. Tracking incidents

2. Controlling assets and business services

3. Managing user roles

4. Creating knowledge articles

The correct answer is: Controlling assets and business services

The Configuration Management Database (CMDB) in ServiceNow serves a critical function in tracking the configuration items (CIs) and their relationships within an organization's IT environment. Its primary purpose is to provide a centralized repository that offers insights into the state of IT assets and business services. By controlling assets and business services, the CMDB enables organizations to manage their IT infrastructure effectively. This includes understanding how different CIs interact with each other and how changes to one element can impact others. This knowledge is essential for effective change management, ensuring compliance, and supporting incident and problem management by offering visibility into the CIs involved. The other choices highlight important aspects of ServiceNow's functionality, but they do not reflect the core purpose of the CMDB. While tracking incidents is a key capability within ServiceNow, it is distinct from what the CMDB provides. Managing user roles relates to access and permissions, which is more aligned with the identity and access management capabilities. Creating knowledge articles pertains to knowledge management processes, focusing on documenting information rather than tracking assets and services in the CMDB. Thus, the choice that accurately captures the main use of the CMDB is its role in controlling assets and business services.