Tenant cmdb csdm guidance

Scott Howes · ‎03-14-2022

I would like to understand how a tenant (like M365) should be treated in terms of the ServiceNow cmdb csdm guidelines. According to the business owner there are multiple products in the tenant.

Currently we have the individual products set up in the cmdb on their own for example MS Teams and SharePoint. We do not have a M365 tenant set up.

My questions are from a cmdb and csdm perspective.

The request we received was to create a M365 tenant that could be used as an operational ci or filter. So if a technician wanted to create an incident or change ticket they would be able to select the tenant by itself or alternatively select the tenant as a filter and then drill down with the option of selecting individual product(s) that reference the tenant (like Teams, SharePoint and others). I would like to accommodate them and also get it set up correctly.

1 Should we set up a M365 tenant in the cmdb? How do you do this or can you point me to an article or other community resource that explains the process?

Assuming that we set up a M365 tenant in the cmdb - - -

2 Should the tenant be an operational ci or should it be in design or build only.

3 Would the tenant be considered a technical service since it is shared?

Assuming that the tenant is an operational ci or technical service - - -

4 Do we associate the application services like Teams and SharePoint to the tenant in the cmdb?

5 For relationships/references do we use Hosts/hosted by?

TIA for your help to understand this.

Barry Kant · ‎03-14-2022

Hi Scott,

see some comments in line:

The request we received was to create a M365 tenant that could be used as an operational ci or filter. So if a technician wanted to create an incident or change ticket they would be able to select the tenant by itself or alternatively select the tenant as a filter and then drill down with the option of selecting individual product(s) that reference the tenant (like Teams, SharePoint and others). I would like to accommodate them and also get it set up correctly.

The filter could be M365 Service with individual offerings. (Sharepoint, Teams,... Offerings)

1 Should we set up a M365 tenant in the cmdb? How do you do this or can you point me to an article or other community resource that explains the process?

Assuming that we set up a M365 tenant in the cmdb - - -

2 Should the tenant be an operational ci or should it be in design or build only.

3 Would the tenant be considered a technical service since it is shared?

- who are the consumers? End Users in the company most likely. That makes it a Business Service.

Assuming that the tenant is an operational ci or technical service - - -

4 Do we associate the application services like Teams and SharePoint to the tenant in the cmdb?

5 For relationships/references do we use Hosts/hosted by?

The Technical Service Offering is related to an external hosting/support group

see example below.

The related catalog items we modeled like:

The Catalog Items are related to the Business Service Offerings (Sharepoint, Teams, etc.)

BR,

Barry

Todd Porter · ‎03-14-2022

Scott -

Like SAP and ServiceNow in the examples below, I believe your Office365 Tenant would be the "Platform Host" with Teams, SharePoint Online, Planner, etc.. being the Platform App. At least, that is the way our team is looking at it.