CSDM Examples

[Jain Deepansh]

I know there are a lot of CSDM Experts here
Posting a quick question

I read about csdm - understood it theoretically
The problem I am trying to solve here is the routing of ticket based on the issue identified

E.g- if the serviceNow instance is down- what user needs to input in terms of Business Service or business service offering - I am not clear with that

Currently we have application that is exposed in the incident form

But dont think application record can be exposed as per csdm?

Please correct me if my assumption is wrong or have any inputs

[CasperJT]

Hi Jain,

It is important to keep in mind that there are three types of applications.

• Businesss Applications

• A business application represents the software and infrastructure that provides a business function (for example, the titles catalog). Business applications are not strictly required, but they are strongly recommended because they increase productivity and perform other business functions such as accounts payables, accounts receivables, and general ledger. You can use APM to add any business application for which you must track costs, usage, business value, functionality, and risks.

• Application Service

• An application service is a logical representation of a deployed system or an application stack. Using application services, you can view maps and change history for services. For example, the Event Management application can monitor service performance and identify health issues for application services.
  Application services can be internal, like an organization's email system or customer-facing, like an organization's website. For example, creating financial reports through a web-based application requires a computer, web server, application server, databases, middleware, and network infrastructure. The applications and hosts are configured to offer the service of financial reporting. An application service represents an instance of such a business application or system in the development, test, or production environment.

• Application

• An application is any program or module that defines behavior and performs a specific function. Applications are typically discoverable instances and provide a specific set of functions for one or more services.

Business applications are design level objects and is not in scope for Incident, Problem and Change.

Application services will typically be the system that a user engages with such as "ServiceNow - Prod" and is a key component of the IPC processes, this may make sense for users when reporting an incident.

Application is a technical CI and is in scope for IPC, but will more typically be used by technical teams to identify the specific components involved in a Incident or Change.

Ideally the user reports their issue with a Service / Offering, but what I have started seeing is, that this often becomes too abstract and therefore an application name is easier for them to user. Hopefully the CSDM team will be sharing some insights about this during Knowledge24.

In the meantime I recommend you take a look at Incident Management product view (servicenow.com) where ServiceNow have shared their thoughts regarding CSDM and Incident Management.

Hope this helps.

Best regards,

Casper