Alternative Servicenow ITSM CSDM Example

[Paul Santaniell]

Here's an alternative to the example from K19 for Servicenow ITSM CSDM. The key differences are:

• Treating Servicenow as a single "Business Application". 
• Representing Midserver as only an "Application"

I'd love to hear feedback on drawbacks of this approach, or reasons that it deviates from CSDM principles. My rationale for changing is simplifying APM and the management of Business Applications. 

[Paul Santaniell]

Melissa,

I like your approach to breaking into multiple Business Applications if there are different owners, or other APM related concepts, for the modules within Servicenow. Also, I think you're spot on concerning the use of the offerings and the routing. Thanks for the comments.

Paul

[Alex_Dundon1]

Honestly, this is exactly how I would depict ServiceNow based on the CSDM 2.0

Regarding Melissa's diagram, I would consider ServiceNow-ITBM and ServiceNow-ITSM as Business Services that can have their own ownership and support structure, but all underpinned by the one Business Application ServiceNow. This is of course assuming that there is 1 platform team that owned the relationship with the vendor ServiceNow, coordinated the patching/upgrades, and supported all of the basic common tables like user, group, location, etc.

[Wallace Roets]

Side note: Form a MID Server perspective, perhaps also have a look at

https://docs.servicenow.com/csh?topicname=self-monitoring.html

Here you store the MID Server as "ServiceNow MID Server" [cmdb_ci_appl_now_mid]

• Which Extends "ServiceNow Application" [cmdb_ci_appl_now_app]
• • Which Extends "Application" [cmdb_ci_appl]

This supports the idea presented here that a MID Server should be a type of Application
MID Server adds no value if there is no ServiceNow Instance to connect to, as such, I do not see this as an Application Service, rather a supporting component of one. Even if it sometimes does have an entry point (https://docs.servicenow.com/csh?topicname=event-collection-via-MID-using-push.html)

[Steve_Norman]

Great discussion and really appreciate the efforts you are putting into modeling ServiceNow using CSDM. As with any modeling exercise, there can be subjective differences based on how one interprets things. But by doing the modeling work and sharing, patterns and consensus can begin to emerge. ServiceNow seems to be a great candidate for "example #1" on how to apply CSDM. As we are beginning to head down this path at my firm, eager to stay updated on how your work progresses. thank you!

[Paul Santaniell]

Steve,

Thanks for the feedback.

Paul