Banking
CSDM-aligned CMDB for DORA compliance
March 2023 | Ongoing
Objective
Spuerkeess, Luxembourg's bicentenary state savings bank, needed full visibility of the dependencies between its infrastructure and its applications before the European Digital Operational Resilience Act (DORA) took effect in January 2025. The mission covers two fronts: a centralized, service-aware CMDB on ServiceNow aligned with the Common Service Data Model (CSDM), to support risk and impact assessment, and a governance model letting the bank operate the practice on its own.
- Practices
- ITIL Service Asset & Configuration Management, ServiceNow CSDM best practices, data governance & stewardship, co-design workshops, phased delivery with PoC go/no-go gates, training & coaching, SAFe, organizational change management
- Systems
- ServiceNow CMDB, ServiceNow ITOM (Discovery, Cloud Discovery, Service Mapping, MID Servers, IRE), ServiceNow ITSM (Incident, Change, Problem, Request), Microsoft Azure, VMware, Cisco
Key results
- DORA compliance baseline reached before the January 2025 European deadline.
- 250+ business application service maps delivered manually across the estate.
- Automated service mapping on a selection of critical applications, giving the bank near real-time visibility of every change affecting them.
- Automated discovery across the virtualization, server, network, database and cloud estates, reconciled into a single source of truth.
- CMDB Stewards enforcing data quality across IT and business departments, with KPIs and dashboards.
- A delivery team scaled to 7, with the practice progressively transferred to the bank's own staff, who now operate it as CMDB and ITOM product managers.
Key deliverables
- SACM governance plan: ownership and lifecycles defined for every configuration item class.
- 250+ application service maps, with automated mapping on the critical applications.
- ITOM Discovery infrastructure: multi-source reconciliation through the Identification and Reconciliation Engine.
- CMDB Steward program: roles, handbook and day-to-day data-quality routines.
- CMDB health KPIs and dashboards, with CMDB data embedded in daily ITSM workflows for reliable impact analysis.
- Training and internalization plan: knowledge transfer to the bank's own product managers.
Client review
Since 2020, the N2 collective has been working with us on the ServiceNow and Nuvolo projects. The N2 collective's ServiceNow experts contribute fully to achieving the projects' objectives. A strong partnership has developed between the N2 community and Spuerkeess.
Want to know more about N2 projects?
Download our free Projects Book and learn more about all our most exciting use cases.
