Practical examples around CSDM

[Ed Laar]

Hi all,

CSDM is a often heard and noted topic with a lot of questions around it. Is it possible to have a list of common use cases and the way to implement these use cases into ServiceNow with CSDM taken into account?

Some use cases:

• A simple laptop used for office administration work
• The same laptop with warrenty from the laptop supplier
• The same laptop with 2nd line remote (helpdesk) support from an external company
• The same laptop with on-site support for it's hardware

All these cases can be combined on the same laptop. What is the best way to register these cases? Are processes using the registered features? Is reporting possible on all aspects of the services?

Hoping this helps in clarifications.

Best regards,

Ed 

[Stig Brandt1]

Hi Ed

Here you are already going direct to the Fly phase in the CSDM recommendation, imo.

Here is my understanding based on ServiceNow recommendations

Business Service = Laptop/Desktop Service

1:  (Business) Service Offering = Service Desk

• A simple laptop used for office administration work

2: (Technical or?) Service Offering = Supplier Warranty Support

• The same laptop with warrenty from the laptop supplier

3: (Technical/Business ?) Service Offering = Desktop Remote Support by external company

• The same laptop with 2nd line remote (helpdesk) support from an external company

4: (Business/Technical ?) Service Offering = On-site support location A, B or C...etc.

• The same laptop with on-site support for it's hardware

CI = Users Laptop/Computer all point (suggested relationship, not in model, but would recommend supports::supported by) to the 4 service offerings

Incident Form

Business Services = Laptop/Desktop Service

Service Offerings = changes depending who solves the ticket and SLA will run on each S.O., but you could also choose to have a child ticket for service offering 2-4, so the parent ticket is always owned by 1: Service Desk)

Affected CI = Computer Laptop

This is of course, just how I see it, so hope this helps, a lot of records to be created, but you save development, when the model is clear for routing, reporting, SLA's

best regards

Stig

[Ed Laar1 · Accepted solution]

Hi Stig,

Thanks for your feedback and suggestions: I had the same idea's. I think that this kind of examples help a lot for many of our collegues to understand more about CSDM and make it much more practical.

I hope that I will get more reactions on this to (fine) tune the idea's.

Best regards,

Ed