The DCM Blog

The Best Way to Find Duplicate CI Relationships

By Mikko Juola

February 3, 2022
Duplicate Relationship

Managing CI relationships in ServiceNow can be a struggle, and maintaining the relationships manually can be downright tedious. Furthermore, mistakes can come at a price. For example, ServiceNow Discovery relies on these relationships, and if duplicate CI relationships exist, updating a record can fail.

If you’re a capable ServiceNow developer or have one at your disposal, you can write scripts to query duplicate relationships. However, this is unnecessarily complicated and time-consuming and probably requires elevated user rights.

See some discussion on the topic in the ServiceNow Community

Find Duplicates Without Scripts

I’ll show you how to quickly find duplicate CI relationships using Data Content Manager with no scripting. Then, you can use the same method to monitor CI relationships’ integrity continuously and spot those duplicate CI relationships as they appear – before they cause problems.

Data Content Manager can solve all kinds of data quality issues on the platform. This one is just a straightforward but effective use case. If you’re unfamiliar with DCM, check out this 1½ minute intro video.

Here’s how to find duplicate CI records in just a few minutes with visual tools, no scripts, and no admin rights.

Draw a Blueprint with Duplicate Checking Enabled

Here is a simple blueprint that begins from the CI Relationships table (the one in the middle, marked with “R”). The Blueprint also includes CI references for Parent and Child Configuration Items.

CI Relationships Blueprint

Run an Audit and find CI Relationship Problems

When you run an audit with DCM against the simple Blueprint that we just created, these are the things you can expect to find:

  • If any of the CI Relationships are missing a Parent or a Child reference (Yes, this happens surprisingly often)
  • If any duplicate CI relationships exist

Running the audit once will give you the baseline and understanding of the current situation. Running the audit on a scheduled basis will help you identify and remedy these issues when they occur.

Audit Results and Built-In Reports

Once the audit is complete, you can immediately see the results without creating extra reports.

For a single audit run, you can see:

  • Duplicate CI relationships
  • CI relationships that exist without a Parent CI
  • CI relationships that exist without a Child CI


CI Relationships Audit Results

Built-in reports in DCM will show issues identified by the audit and their impact on your overall data compliance.

Duplicate Records per Class

Example report showing “Duplicate Records per Class”

Missing CI Reference Report

Example report showing “Missing links” for CI Relationships

When you add this new Blueprint to your weekly data audit schedule, you begin to see trends and the impact on your overall data quality in ServiceNow.

CI Relationships Trend

Easy Set-Up, Quick results

It is better to find these and other data quality issues as they occur instead of when they cause problems with Discovery or any other platform functionality that depend on the integrity of these relationships.

Drawing a simple blueprint like the one shown here only takes a few minutes with Data Content Manager. You can set the audit up to run on a schedule, so you will be able to catch duplicate CI relationships when they occur – along with any other deviations from your data models.

Try it Out

If you want to try this, you can run this audit in your own (non-production) instance with a free Data Content Manager Trial. We’ll give you the template and help you set it up. Setting up the Trial, the template, and running the audit will only take about an hour, and you will get tangible results!

If you’re already a DCM user, just let us know if you want to try this, and we’ll send you the template.

Talk to Us!

Book a meeting with us and we will show you what we described here, along with many other things that will help you improve the quality of your data in ServiceNow.

Featured Posts

5 Challenges to Address for Better CMDB Data Quality

5 Challenges to Address for Better CMDB Data Quality

Comprehending the impact of CMDB Data Quality, especially its absence, can be difficult. It is a big problem since poor data quality is often the main reason ITSM systems, like ServiceNow, don’t meet expectations. We are deeply involved with data quality daily. Our...

How LapIT Improves CMDB Data Quality with DCM

How LapIT Improves CMDB Data Quality with DCM

LapIT designs and implements solutions for information and communication technology environment services in Northern Finland. Their customers are mainly municipal, public administration, and healthcare organizations. We interviewed Leena Broas, Development Manager at...

Video: How to Improve Foundation Data in ServiceNow and CSDM

Video: How to Improve Foundation Data in ServiceNow and CSDM

In this video, Pekka Korpi, CEO of Qualdatrix, and Mikko Juola, Product Owner of Data Content Manager, discuss the importance of Foundation data in ServiceNow and how it can be improved using Data Content Manager. Foundation Data in ServiceNow refers to the critical...

Build a Business Case for Data Quality Improvement

Build a Business Case for Data Quality Improvement

Accurate and reliable data is the backbone of any successful organization. Countless data quality improvement projects are started across organizations since poor data quality can lead to misinformed decisions, wasted resources, and lost opportunities. On the other...

How Metsä Group Improves Data Quality with DCM

How Metsä Group Improves Data Quality with DCM

Metsä Group uses Data Content Manager to improve data quality in their CMDB. We had a chance to interview Mika Lindström, the ICT Configuration Development Manager at Metsä Group. Thanks, Mika, for joining us. Metsä Group are an internationally operating frontrunner...

How to use CSDM to Improve Incident Management

How to use CSDM to Improve Incident Management

It’s been a while since this article was originally published, so I thought it would be time to update it to reflect changes to the CSDM model and our latest thinking. We published this article first in 2020 when ServiceNow’s Knowledge event included the first...

How CMDB Supports Regulatory Compliance at Danske Bank

How CMDB Supports Regulatory Compliance at Danske Bank

Data Content Manager improves data quality within an organization’s CMDB, reducing manual and disparate work for data quality maintenance. This increase in data transparency and ease of data management helps companies to achieve and maintain regulatory compliance,...

Get Started

Book a Call with us Now.


Explore how Data Content can enhance the quality of your data in ServiceNow. See how you can accelerate your CSDM journey and improve your CMDB or any data in your platform. All without the need for scripting, additional reports, or customizations.


Related Content You Might Like:


The Recipe For Success eBook

  • Establish Ownership & Roles
  • Manage Your Scope
  • Choose the Right Tools

We talk to people about CSDM alignment every day and constantly see organizations struggle with the same things over and over again. We wrote CSDM - The Recipe for Success to share our experiences.

It gives you hands-on guidance on some of the most important things you must address on your CSDM Journey, regardless of your maturity level.

CSDM The Recipe for Success eBook

Get Your Free eBook