Does CSDM 3.0 model incorporate Desktop Software in it. If so, how is it categorized?

Lenny Williams
Tera Expert

‎10-19-2021 09:04 AM

Does CSDM 3.0 incorporate Desktop Software in it. If so, how is it categorized? Application, Service, Offering ?  The example is MindMap Software where diagraming is used to visually organize information. Also any other one off software that companies have in their environment. There still seems to be confusion on if it is needed in the CSDM model or not. If you have example please share if you can.

 

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Mary Vanatta1
ServiceNow Employee
ServiceNow Employee

‎10-21-2021 03:27 PM

Ideally, desktop software that resides on a laptop with is a "Service Offering"  it is offered to the end user on a end user device. 

Business Service: Office Productivity Services or End User Service
Service Offering: Microsoft Office, Adobe Pro, Zoom Client
CI: End User laptop

Michael Dul
Kilo Guru

‎10-25-2021 01:02 PM

Hi Lenny,

From the model perspective, if we treat Products as part of the CSDM Software would be represented in the Software Library under Software Model product class. In my view it definitely is not an Application Service as it's runtime is on the endpoint device and not infrastructure.

If you want to be very precise with CIs, each software installation is a CI of that Software Model deployed on an endpoint. The problem is that tracking this is too much for any organisation, not to mention that the aggregation for problem management in most cases won't work if you use installations as CIs to provide trending against. Representing every software as an Offering may make sense for some organisations, but the more you have, the more you'll have to create and it becomes an administrative nightmare.

From a practical solution - having a CI to relate tickets to - I would echo what @Adi Schmid  mentioned, having a Software CI (cmdb_ci_spkg) with a Software Model on it and relate it to any Offering you see fit provides you a good link to Software Models and clear enough representation within CMDB of the software to perform any ITSM processes against. You just need to verify if the data doesn't clash with discovery and any SAM configuration.

Hope this helps.

Michael

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