Real-life CSDM example using ServiceNow (simplified)

Robert80 · ‎06-11-2020

or, What did I do wrong?

This is an over-simplified example of my ServiceNow instance using the CSDM. For context, I don't buy my ServiceNow offering from ServiceNow, rather it's through a third-party provider. The third-party provider's offering is represented here as the "ServiceNow Host Offering".

If I log a change request, for example against the Application Service and Refresh Impacted Services, the IT Change Management offering is listed correctly. If however, I were to log the change against the ServiceNow Host Offering and Refresh Impacted Services, the business service offering isn't listed.

Where have I gone wrong in my thinking? I've been looking at models for a few days and it's all gone a bit fuzzy. I suspect I'm missing something very obvious but I just can't see it. Any advice is greatly appreciated.

Thanks!

Stig Brandt · ‎06-11-2020

Hi Robert

This is a very good question, and have been around this myself a number of times.

1) The "Hosting Service" is a Technical Service for your Application Service, that means it is not the "Hosting Service" - you make changes to, but the Application Service

So you will never raise a ticket on the Technical Service, unless, it is the CI Components - that supports the Technical Service, that you want to change.

I think maybe you want the "Hosting Service" - to execute the change, that group should be referenced from the "IT Change Management - service offering - or application service record" - support group.

best regards

Stig

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Alec Hanson · ‎06-11-2020

Yes that is interesting how that could work, with the offering representing the Platform. Would be interesting to see if an outage would help at all.

Barry Kant · ‎06-11-2020

If Hosting Services is unavailable, and hosting service contains:

SNProd01
SNPreProd1
SNUAT01
SNDEV01

would you register that Hosting Services is unavailable, or would you register that one or some of the application services is unavailable?

For outages:

you would need to create an outage for all impacted services that are degredated or unavailable, so consumers can be informed via the portal.

So the questions is:

who will consume outage information?

if only done on technical service level, enterprise business consumers will not be informed.

Stig Brandt · ‎06-11-2020

Hi

If your application service is depending on your hosting service (maybe you know the infrastructure components, below example you just refer to a service, it could be network service etc.), I see it like this, but not sure ServiceNow CSDM have this scenario in their book

Chatarina Lyth · ‎08-18-2021

Hi.

There is a youtube video where Mark Bodman shows examples of how to map the ServiceNow platform according to CSDM:

https://www.youtube.com/watch?v=-wD-E5IBzys&list=PLkGSnjw5y2U7QNr9jL6TAgwQvYBI_LEtK&index=30