Business Process in CSDM?

[jw9]

I have noticed that under the "Design" tab in CSDM you have the objects mentioned in CSDM 3.0 - Business Capability, Business Application and Information Object. But then you also have Business Process.

Business Process is defined as an Element in Business Continuity Management for example but it is not mentioned anywhere in CSDM.

We have both business processes and capabilities defined in a system outside of ServiceNow and are working on how to map them correctly. Have ServiceNow provided any guidance at all on how business processes should be mapped in CSDM?

[Jiri Skala]

Hi, jw,

A business process is added in the CSDM 4.0, which will be launched within a couple of weeks. Meanwhile, you can look at the recording of the webinar CSDM 4.0: What’s new, different and updates to customer conversations. It is available in the Partner portal, PEAK Webinars.

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Regards

Jiri

[Peter Kindbom]

Business process according to three sources:

Gartner Glossary:

Business process management (BPM) is a discipline that uses various methods to discover, model, analyze, measure, improve and optimize business processes. A business process coordinates the behavior of people, systems, information and things to produce business outcomes in support of a business strategy.

ITIL definition of business process: 

A process that is owned and carried out by the business. A business process contributes to the delivery of a product or service to a business customer. For example, a retailer may have a purchasing process that helps to deliver services to its business customers. Many business processes rely on IT services.

Togaf definition of Business Governance:

Concerned with ensuring that the business processes and policies (and their operation) deliver the business outcomes and adhere to relevant business regulation.

A business process is NOT incident management used and owned by the service provider.

I have big hopes for CSDM 4 giving guidance on this.

[Geoff Lamb]

>A business process is NOT incident management used and owned by the service provider.

But what if your business is being the Service Provider? And you provide incident management as your service? Or if you are the Service Management function within a business - why wouldn't you want to "discover, model, analyze, measure, improve and optimize" the business processes of delivering incident management? 

[Jiri Skala]

Hi Geoff,

In this situation, such a business process will have the name Providing Incident management to customers. This BP may rely on IT services having the names, for example, Provisioning of the ticketing system, Provisioning of the knowledge system, etc. And there should be an ITIL Incident management practice to solve incidents that can occur in these services. The same subject can own the BP, the IT services, and the IM practice, and therefore, the above sentence is valid only partially: A business process is NOT incident management used – this part is still true.

However, the subject who performs the BP may purchase the IT services from an external service provider. In such a scenario, the previous sentence is still valid completely. BTW, such a situation is not rare at all. For example, the BP may be provided by a vendor who produces some specialized application/system, e.g., for hospitals, industries, etc., and also assures its application and technical support. However, this vendor doesn't provide any ticketing systems or knowledge bases, which is why they purchase them from another vendor specializing in such systems.

If you find my answer helpful, please, indicate it via the button. 

Regards

Jiri