What is CSDM in layman terms? Why do we need it?

[Suggy]

Hi,

1. Can anyone tell me what is CSDM in layman terms?

2. How/why did it originate?

3. What happens with CSDM and without CSDM (with example) (like what are we losing if we dont implement CSDM)

Thank you very much in advance.

[Mark Bodman]

Here is a short, basic explanation in a video: CSDM in a Nutshell.

[ianmclayton]

Suggy, I'm gonna take a risk here as author of the service management body of knowledge... 

IT is a service provider.  Albeit of IT 'services', or the information technologies individuals and business organizations need to perform their work, conduct business, or pursue personal activities.

Being a service provider, it should organize itself and conduct its business like other service providers.

Lets take one or two of those for a moment to help us better understand what I mean.

If your car has a problem and you need to take it to the repair shop, you expect that business and its workers (mechanics) to understand how all the components of the car fit together and work, so they can troubleshoot and repair efficiently.

The same if you are not feeling well and visit your doctor.  You expect the doctor to know the human anatomy.

Its no different for an IT organization.

IMHO CSDM is a contribution, some initial first steps, in helping IT organizations using ServiceNow, understand the working parts, the anatomy, or an IT service as it relates to its business consumers.

Again, its just a start.  A 'level 0' view.  You can expect at least 3 lower levels of detail when you crack open the actual user instruction manual.  

I'll leave the CSDM team to explain its origins, which seem lie most recently in IT4IT, but again IMHO2 that thinking is predated by product management and marketing concepts.

Finally, IMHO3 - you DON'T implement CSDM. You reference it.  There is so much more to any adoption of these types of contributions to enhance an It organization's capability to operate and be performance managed as a true service provider.  

Some simple examples of what's missing from the core paper are "how do I measure and manage customer satisfaction in my product?", or perhaps, "what features does my product/service need to deliver the outcomes consumers desire?".  These aspects are key, and very much at the heart of any product manager's thinking and skillset.  ServiceNow can help... but you can't just implement the tech to address that need... becoming a service provider... 🙂

And... if you get it right... as I say... IT becomes "Invisible Technology"... you don't realize its there... 

Hope this helps... a bit...

[Suggy]

@ianmclayton Thank you so for your inputs, it helped 🙂