Remediation Workbench

Last Updated: May 7, 2026
Estimated Reading Time: 7 minutes

Overview

Remediation Workbench is the governed workflow for correcting CMDB issues. It helps teams move from findings to reviewed candidates, approved changes, execution, and ServiceNow change request tracking.

When To Use It

Use Remediation Workbench when:

  • CI health issues need formal review.
  • CSDM issues need correction planning.
  • Blast Radius findings reveal relationship gaps.
  • AI-assisted recommendations need human approval.
  • A ServiceNow change request should be created from an approved candidate.

Key Concepts

Candidate

A candidate is a proposed correction. It includes source evidence, issue details, severity, confidence, and current state.

Candidates can come from CI Health Workspace, CSDM validation, Blast Radius analysis, AI-assisted plans, or other governed intake points.

Policy

A policy describes the type of remediation being governed, such as relationship review, CSDM service model correction, or metadata completeness correction.

Change Set

A change set groups one or more approved candidates into an executable package.

Execution

Execution sends an approved governed action to the write workflow. When configured, this can create a ServiceNow change request or remediation task.

Candidate States

Common states include:

| State | Meaning | |-------|---------| | Ready for review | Candidate needs reviewer decision | | Staged | Candidate is prepared for execution | | Rejected | Reviewer decided not to proceed | | Dismissed | Candidate is intentionally closed without action | | Executed | Candidate has gone through execution workflow |

The exact available actions depend on candidate type, permissions, and tenant configuration.

Create Candidates

Candidates are usually created from another workspace.

From CI Health Workspace

  1. Open CI Health Workspace.
  2. Find or filter to the affected CI.
  3. Review the health issue.
  4. Create a remediation candidate from the issue action.
  5. Open Remediation Workbench to continue review.

From CSDM Validator

  1. Open CSDM Validator.
  2. Run or review validation results.
  3. Identify confirmed modeling issues.
  4. Route eligible findings into Remediation Workbench.

From Blast Radius Or AI Findings

When a feature surfaces a relationship or quality concern, use the available remediation action to create a candidate for governed review.

Review A Candidate

  1. Open Remediation Workbench.
  2. Select a candidate.
  3. Review the issue summary, source evidence, severity, confidence, and comments.
  4. Confirm whether the proposed correction is valid.
  5. Choose the appropriate action.

Reviewers should confirm that the candidate reflects a real CMDB issue before approval.

Approve, Reject, Or Dismiss

Use:

  • Approve when the issue is valid and should proceed.
  • Reject when the proposed correction is wrong or unsafe.
  • Dismiss when the issue should be closed without further action.

Add a clear comment when rejecting or dismissing. This helps future reviewers understand the decision.

Execute Approved Work

Execution depends on tenant configuration and user permissions.

Typical flow:

  1. Review candidate evidence.
  2. Approve or stage the candidate.
  3. Execute the governed action.
  4. The write workflow processes the action.
  5. Review the ServiceNow change request details when available.

Execution can create records in ServiceNow when write access is configured. Confirm the active environment before executing.

ServiceNow Change Request Tracking

After execution, the candidate detail view should show the latest ServiceNow change request details when a change request was created.

Expected details may include:

  • change number
  • ServiceNow link
  • current state
  • execution timestamps

If a candidate is executed but no ServiceNow link appears, refresh the page and contact support if the issue persists.

Good Review Practice

  • Confirm the active environment before reviewing or executing.
  • Check whether the issue still exists in ServiceNow.
  • Use comments to document decisions.
  • Avoid executing broad changes from weak evidence.
  • Start with low-risk candidates when introducing the workflow.

Related Articles