CSDM Operationalization

[RichaS008370855]

I am running the CSDM Project defining services and service offerings with the stakeholders. The big question that I keep getting is how do we operationalize this and what processes should we follow for IPC?

Does anyone have any Use Cases / Examples from a live CSDM -compliant environment?

[AndersBGS]

Hi @RichaS008370855 

For Services we talk about impacted / affected services where Service Offering is a stratification of the single Service. So basically, if you want to improve your MTTR by direct assignment of incident and RITMs, then Service offering can be utilized to define who is the single support group / managed by group by the service offering. 

Furthermore, if incidents is reported based on CIs, then you can utilize CMDB groups and dynamic CI groups for adding managed by group to the single CIs. 

If you are you to take the training for CSDM and CMDB foundations, I would highly recommend you to go through this, as this will answer your question. 

[Mathew Hillyard]

Hi @RichaS008370855 

Pick an existing service and work with your org to build it out in a demo instance end-to-end. There are plenty of examples in the CSDM Data Modelling Workbook (search for it on the best practices site) you can use as a guide. 

In terms of operationalising it, well CSDM fundamentally makes a CMDB service-aware, so whenever you select a CI in a Change or Incident CSDM will help you to populate the services, service offerings and business applications impacted. You need to enable the relevant Incident Properties and Change Properties (in addition to setting up CSDM services, of course). On the Incident and Change forms, configure the Service, Service offering and Configuration item fields to auto-populate or filter based on CSDM service relationships (unfortunately ServiceNow doesn't give you any help here; you have to build it yourself).

Do a search and you'll find plenty of articles on implementing CSDM on the community.

I hope this helps!

Mat