How ITSM, ITAM, CMDB are stitched together with CSDM

[Juan Osorio]

How ITSM, ITAM, CSDM and CMDB are stitched together 😎

ITSM uses Business and Technical Services and Service Offerings for Incidents, problem...ect

ITAM asset records sync back to CI records for operational status like "retired" or "In Use".

CSDM is wrapped around CMDB to connect the dots between infrastructure and business application and capabilities. Allowing you to know what is impacted and where when issues arise.

https://www.linkedin.com/posts/juandosorio_servicenow-cmdb-csdm-activity-7087468416395051009-VpGL?ut...

[mikesisson]

I would like to expand on this using mural, any chance you could share this in an editable format?

[Juan Osorio]

The original PowerPoint file is attached in the post for downloading

[Mathew Hillyard]

Hi @Juan Osorio 

Can I suggest you make the link between the ITSM processes and Service Offering as it is not present in your diagram, although you did mention it in your post?

In addition you may want to think about Enterprise Architecture as it is a more powerful and useful way of linking up ITSM to ITAM via the CSDM - basically TPM in EA relies on lifecycle data in ITAM to manage technology risk. This will also "future-proof" the diagram once ServiceNow starts talking about digital products.

I hope this helps!
Mat

[Juan Osorio]

Thanks! In the diagram Service Offerings are manifested as Request\Service Catalog. But I will have to update it to include EA.