Frequently Asked Questions

Last Updated: September 28, 2026

General

What is cmdbx?

cmdbx is a SaaS platform that adds a deterministic evidence layer to the ServiceNow CMDB: change impact and resilience analysis, sync-to-sync drift history, exposure review, CMDB health scoring, CSDM validation and modeling, and remediation that is verified against the next sync.

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
• CMDB: CI Health and Activity
• Dependency Map: Focus, Time Machine, Blast Radius, and Exposure Analysis
• Remediation: Issues and Change reviews
• CSDM: Adoption, Workbench, Validator, and AI Discovery
• Reporting
• Settings

Setup And Sync

What ServiceNow access is required?

Read access is required to sync CIs and relationships. We recommend a dedicated ServiceNow service account.

Write access is optional. Configure it separately for governed workflows such as CSDM Workbench write-back or Remediation execution.

Where do I configure ServiceNow?

Open Settings > ServiceNow.

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?

cmdbx is read-only by default.

ServiceNow write-back requires separate write credentials, user permissions, and explicit governed actions. Direct fixes, approved change requests, and CSDM Workbench commits write to ServiceNow when write access is configured. cmdbx reads back every direct fix.

Features

What is CI Health?

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

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?

Remediation is where you fix CMDB problems. Issues lists findings: recurring problems with owners and history. You can fix owners, support contacts, and operational status directly, or route larger corrections through an approved ServiceNow change request. cmdbx closes a finding only after it checks the affected CIs again.

Can cmdbx analyze a change request with more than one affected CI?

Yes. Change Impact Analysis analyzes every affected CI on a ServiceNow change request as one graph. It shows shared impact, alternate paths, redundancy, and single points of failure. See Change Impact Analysis.

What is Exposure Analysis?

Exposure Analysis shows what a compromised or risky CI can reach through CMDB relationships in both directions. It shows relationship reachability, not a verified exploit path. See Exposure Analysis.

What is CMDB Activity?

CMDB Activity shows what changed between completed syncs. With Operational Context on, it also flags changes that no change request covered. See CMDB Activity and Time Machine.

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.

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

How do I submit and track a bug or feature request?

When signed in, use Feedback in the tenant header or account menu. Choose Bug or Feature request, submit the structured form, and keep the generated BUG-... or FEAT-... reference. Open My feedback from the account menu to track customer-safe status changes.

Bug diagnostics are optional and require consent for each submission. Never include passwords, API keys, connection strings, ServiceNow credentials, personal data, or other secrets. Send security vulnerabilities to [email protected] and privacy requests to [email protected] instead of product feedback.

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. Support is available during business hours, Monday to Friday, excluding public holidays.