Frequently Asked Questions

Last Updated: May 7, 2026

General

What is cmdbx?

cmdbx is a SaaS platform for ServiceNow CMDB visibility, health monitoring, dependency analysis, CSDM validation, AI-assisted discovery, and governed remediation workflows.

Does cmdbx replace ServiceNow?

No. cmdbx works alongside ServiceNow. ServiceNow remains the system of record. cmdbx syncs CMDB data, analyzes it, visualizes it, and helps teams plan and govern improvements.

What are the main product areas?

The main tenant workspace includes:

• Overview
• CI Health Workspace
• Remediation Workbench
• Dependency Map
• CSDM Workbench
• CSDM Validator
• AI Discovery
• Settings

Setup And Sync

What ServiceNow access is required?

Read access is required for syncing CIs and relationships. A dedicated ServiceNow service account is recommended.

Write access is optional and should be configured separately for governed workflows such as CSDM Workbench write-back or Remediation Workbench execution.

Where do I configure ServiceNow?

Open Settings > Connection.

Use Settings > Sync Config for sync scope and schedule. Use Settings > Sync Status to review job history and run manual syncs.

How often does data sync?

Sync frequency depends on tenant configuration. Common operating models use routine incremental syncs and periodic full reconciliation. Tenant admins can review the current setup in Settings > Sync Config.

What happens if sync fails?

cmdbx keeps the previously synced data available. Review Settings > Sync Status for the failed job details, then check ServiceNow credentials, selected scope, and ServiceNow availability.

Security And Access

How is tenant data isolated?

Tenant data is scoped by tenant and environment. Access is controlled by authentication, tenant membership, roles, and server-side tenant context checks.

Does cmdbx store ServiceNow credentials?

cmdbx stores integration credentials in encrypted form for configured connections. Use dedicated service accounts and rotate credentials according to your internal policy.

Does cmdbx modify ServiceNow data?

By default, cmdbx can operate in read-only mode.

ServiceNow write-back requires separate write credentials, user permissions, and explicit governed actions. Remediation Workbench execution can create ServiceNow change requests when configured.

Features

What is CI Health Workspace?

CI Health Workspace is the operating view for CI quality. Use it to find CIs, inspect health issues, filter by risk, and route confirmed problems into Remediation Workbench.

What is Dependency Map?

Dependency Map is the topology view for synced CIs and relationships. Use it to understand service dependencies, inspect relationship direction, and prepare for impact analysis.

What is Remediation Workbench?

Remediation Workbench is the governed workflow for reviewing and acting on remediation candidates. It supports candidate review, approval, rejection, dismissal, staging, execution, and ServiceNow change request tracking.

What is CSDM Validator?

CSDM Validator checks service-model structure against configured CSDM rules. Use it to identify relationship and modeling issues before they affect reporting, dependency analysis, or change planning.

What is AI Discovery?

AI Discovery analyzes CMDB topology to propose service blueprints. Users should review generated blueprints before loading them into CSDM workflows.

What can the AI Assistant do?

The AI Assistant can help answer CMDB questions, explain health issues, summarize risks, and suggest remediation approaches based on available tenant data and configured AI capabilities.

Pricing And Licensing

Where can I find pricing?

See the current pricing page or contact the cmdbx team for the latest commercial options.

Are all features available to every tenant?

Feature availability can depend on tenant configuration, environment setup, and commercial agreement. If you cannot access a feature, contact your tenant admin or cmdbx support.

Troubleshooting

I cannot see data after login. What should I check?

Check:

• whether a ServiceNow connection exists
• whether sync has completed
• whether you are in the intended environment
• whether your tenant role has access
• whether filters are hiding data

The Dependency Map is slow. What should I do?

Use filters, focus mode, and environment selection to reduce graph size. Large all-CI views can be slower than focused service or class-specific views.

A remediation candidate says it executed but I do not see a ServiceNow change link.

Refresh the candidate detail view and check the latest execution status. If the ServiceNow change exists but the link is missing, contact support with the candidate ID and approximate execution time.

Support

How do I contact support?

Email [email protected] with your tenant name, environment, issue description, and screenshots or error messages when available.