The Configuration Management Database (CMDB) is the foundation of ServiceNow’s technology workflow products, providing a trusted source of truth that drives business outcomes across IT service management, operations management, asset management, security, compliance, and automation. Maintaining CMDB data quality, however, can be a challenge without prescriptive guidance on automation and best practice.

ServiceNow Otto for CMDB brings the power of generative AI to CMDB management, enabling faster, smarter, and more accurate administration. With AI-driven insights, automated data remediation, and real-time intelligence, ServiceNow Otto for CMDB helps admins to reduce manual effort, eliminate duplicate records, and enhance data reliability.

By automating CI summarization and duplicate CI management, ServiceNow Otto for CMDB accelerates decision making, improves service visibility, and ensures data accuracy—empowering IT teams to deliver better outcomes with less effort.

**AI-powered CI summarization**
Generate concise, human-readable summaries of configuration items (CIs) to quickly understand their attributes, dependencies, and associated business services. With a single click, admins and service teams can access key insights directly on CI forms, workspace views, or lists—speeding up troubleshooting, impact analysis, and change management.

**Automated duplicate CI management**
Ensure clean and accurate CMDB data with AI-driven duplicate CI detection and remediation. ServiceNow Otto for CMDB automatically identifies and suggests resolution steps for duplicate CIs, guiding admins through a step-by-step resolution process. This reduces data clutter, improves asset tracking, and strengthens IT governance.

**AI-assisted data quality improvements**
Detect inconsistencies, outdated records, and data integrity issues in the CMDB. ServiceNow Otto provides proactive recommendations to refine data accuracy and prevent configuration errors before they impact IT operations.

**Show Contextual CI form help**
Get detailed information about any CI attribute while creating a CI or while viewing a CI form in the CMDB workspace. ServiceNow product documentation provides the information.

**AI-powered HAM advisor dashboard summarization**

The summary section on the HAM advisor dashboard provides precise recommendations and insights on the actions to take to get your CMDB ready to drive HAM business outcomes. 

**Agentic Workflows**

- **Provide advice on CMDB governance:** Data governance can be an overwhelming task. The  **Provide advice on CMDB governance**  agentic workflow supports data admins and owners by methodically working through the many-faceted process of improving CMDB data health and data governance. The objective is to ensure that CMDB data is accurate and complete so users can trust the data that they use for their work.
- **Search CMDB:**  Consumers of CMDB find it hard to get insights from CMDB data without having a deep knowledge of the data model.​ The team of AI agents that make up the **Search CMDB**  agentic workflow accepts natural language requests to generate various types of CMDB search queries including keyword search, single table search with dot walks, and multi-table search that involves relationship navigation.
- **Create configuration item:** This workflow can help when a CMDB editor has to manually create a CI record with the correct attribute settings. The IRE application processes each prospective CI to ensure that the CI record is correct, complete, and not a duplicate.
- **Impact Analysis:** Get qualitative impact analysis for change and incident records associated with CIs. This capability looks at the dependencies of a CI, takes the semantics of the topology into account, and provides details on severity of the impact on connected CIs. The results include the reasoning for and the level of confidence in the assessment.