Hi Rahul,
Yes, aligning your work intake process with CSDM is a good practice, but it doesn't mean the intake form needs to replicate the entire CSDM structure.
The objective is to capture the right business and service context so that incoming work can be assessed, prioritized, and routed effectively.
For example, where relevant, consider including references to:
Business Capability: Which business capability does the work support?
Business Application: Which application is impacted?
Business Service / Service Offering: Which business service or offering is associated with the request?
Application Service / CI: Is there an operational service or infrastructure component impacted?
Use reference fields linked to existing CSDM records rather than creating duplicate free-text fields.
Keep the intake form simple and capture only what is necessary at the initial stage. Additional technical details can be enriched during assessment and delivery.
The benefit is better traceability, impact analysis, prioritization, and alignment between business demand and the services supported by IT.
FYR:
Exploring the CSDM model
CSDM data domains
Design & Planning domain in the CSDM model
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Regards,
Sachinvic
✨ArchX Certified | ✨ 16x ServiceNow AI MVP
