Now on Now - How ServiceNow support is using CMDB/CSDM

[david_legrand]

Hi team,

Some of my customers are Software Development companies and we always struggle a bit regarding CMDB/CSDM specially regarding the "Application Services / Technical Service Offering / Business Service Offering".

I would like to know if we have a "now on now" regarding how ServiceNow support is leveraging CSDM/CMDB with their processes.

On the CDMB, I would expect to see dozen of thousands Application Services representing the instances, the technical CIs such as nodes and DB beneath. But I would also expect to see many Application Services and Technical Service Offerings representing the shared services used by the instances such as Cloning, Antivirus, the Email Servers...

And then, how do you use this CMDB with either CSM or ITSM processes. I would expect that some shared services used by the "Application Services of instance type" are duplicated. For example the Antivirus or cloning service would have multiple AppServices running and if the technical stack of one AppService experience an outage, only the instances using that stack are impacted.

Because for my customers, having AppServices for both the shared services and for their customer instances is quite a challenge to navigate with. And if a shared AppService is the root cause of one incident impacting many customers while another incident is specific to a customer instance, the first incident is more critical.

Best regards,