Late nights and complex transform maps
Let’s be honest. For years, getting data into the ServiceNow Configuration Management Database (CMDB) has felt a bit like plumbing with duct tape. We’ve all been there, wrestling with complex transform maps, writing scripts to handle data lookups, and holding our breath during large data loads, just hoping we don’t create a duplicate-CI apocalypse. Traditional Import Sets got the job done, sort of, but it was often a fragile, high-effort process that left even seasoned pros feeling a little uneasy.
You know what I’m talking about – the late nights trying to figure out why a server model didn’t populate correctly or why you suddenly have three different records for the same application service. It was a necessary struggle, but a struggle nonetheless.
Insights provided by:
Jens Damhøj Andersen
ServiceNow Expert, CMDB & CSDM Instructor
Specialized in Configuration & Asset Management
Things have changed dramatically
With the evolution of the platform, particularly with enhancements that have matured through releases like Zurich, ServiceNow has given us a far more elegant and robust solution: IntegrationHub ETL (IH ETL). If you’re still relying solely on the old ways of importing data, you are honestly missing out. This isn’t just a minor feature update; it’s a fundamental shift in how we should approach CMDB data integration.
As a consultant who has seen the good, the bad, and the ugly of CMDB implementations, I want to walk you through why IH ETL should be your default tool for this work. And for those who want to get straight to the nitty-gritty, we’ve put together a comprehensive Quick guide for IntegrationHub ETL that provides a step-by-step walkthrough.
The magic under the hood: Meet RTE and IRE
So, what makes IH ETL so different? It boils down to two powerful engines that work in beautiful harmony: the Robust Transform Engine (RTE) and the Identification and Reconciliation Engine (IRE).
Think of it this way. The RTE is like your brilliant, multilingual translator. It takes the raw data from your source (be it a database, an API, or a simple CSV) and skillfully transforms it into a language that ServiceNow understands. It cleanses, formats, and restructures the information based on the rules you set up in a simple, guided interface.
Then, the IRE steps in as the CMDB’s vigilant librarian. Before any data is committed, the IRE examines it and asks the critical questions: “Have I seen this configuration item (CI) before? Does it match an existing record based on my rules? Is this new information from a more trustworthy source than what I already have?”. This process is what prevents those pesky duplicates and ensures the data you’re adding is consistent and reliable, maintaining the overall health of your CMDB.
Together, they create a seamless flow: data is imported into temporary staging tables, the RTE processes it into neat little packages called “IRE payloads,” and the IRE carefully places each piece of information in its rightful place on the CMDB shelves. This built-in, automated reconciliation is the game-changer.
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Get started with IntegrationHub ETL
It's time to move on from old import set habits
For years, making Import Sets work with the IRE required custom scripting and deep technical gymnastics. It was possible, but it wasn’t simple, and it certainly wasn’t standardized. IH ETL throws all that complexity out the window.
Why make the switch?
- IRE is Natively Integrated: This is the big one. IRE processes are an automatic part of every IH ETL integration. You don’t have to do anything special to invoke it. It just works, ensuring every data load is safe and reconciled.
- Guided Setup is Your Friend: ServiceNow has created a guided, low-code experience for the entire process. It walks you through connecting to a source, mapping fields, and applying transformations. You don’t need to be a scripting wizard to build a powerful and reliable integration.
- Test with Confidence: Ever run a huge import and then spent hours cleaning up the mess? IH ETL has a built-in test run feature that lets you preview the results on a small sample of your data. You can see exactly what CIs will be created or updated, check for errors, and adjust your mappings before you commit to the full, recurring import. This feature alone is worth its weight in gold.
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Configuration Management?
Jens teaches our Adeno Learning courses in both ServiceNow CMDB and CSDM. Click the cards below to read more about the curriculum.
A glimpse at transformations: Where the real power lies
Let’s talk about a couple of real-world scenarios where IH ETL just shines. These are the kinds of everyday data headaches that used to require custom scripts but are now handled with a few simple clicks.
The Model ID Conundrum (Details in IH ETL Quick Guide – Appendix A)
A classic problem: your source data has the manufacturer name (“Dell”) and the model name (“PowerEdge R740”), but the CMDB needs the sys_id of the Hardware Model record to populate the reference field correctly.
With IH ETL, the process is ridiculously simple. You use an out-of-the-box transformation called “Cleanse Hardware model”. This operation takes the manufacturer and model names, intelligently searches the hardware model table, and if it doesn’t find a match, it creates one. The output isn’t just one value; it provides four separate data points, including the sys_id for both the manufacturer and the model. From there, you just split the output and map the model sys_id directly to your target field. What used to be a scripted lookup is now a two-step visual process.
Wrangling Disk Space (Details in IH ETL Quick Guide – Appendix A)
Here’s another one. Your source data for disk space is a mess. Some servers report in GB, others in TB, and some just give you a raw number. How do you normalize it?
Easy. IH ETL has a transform called “Extract and Scale by Units”. You can point it at your source column containing the values (e.g., “500 GB”, “1 TB”), tell it what the output unit should be (let’s say, GB), and it handles all the conversions automatically. It’s smart enough to read the units from the source data, but you can also define a default if the unit isn’t specified. Just like that, you get a clean, normalized column of data ready for mapping.
The payoff: More than clean data
Adopting IntegrationHub ETL isn’t just a technical upgrade; it’s a strategic one. By automating and simplifying the process of populating your CMDB, you reduce manual effort, eliminate common errors, and build a data foundation that the entire business can trust. Furthermore, the IH ETL connects to the Integration Dashboard so you can get a quick overview of the performance of your integrations and get help to identify what is broken.
Think about the downstream impact. A healthy, accurate CMDB powers everything. It accelerates incident resolution by correctly mapping services to infrastructure. It de-risks change management by providing clear visibility into dependencies. It optimizes asset management by tracking the complete lifecycle of your CIs.
So, stop wrestling with brittle, script-heavy import processes. The tools are here to make your life easier and your CMDB infinitely more valuable. Take a look at the guided setup, play with the out-of-the-box transformations, and see for yourself. And when you’re ready to build your first one, grab our Quick guide for IntegrationHub ETL to walk you through every step of the way. Your future self will thank you.
Feel free to reach out if you need assistance with your CMDB or Configuration Management in general – and remember to check out the upcoming CMDB and CSDM courses that I am teaching.
