CSDM pitch deck/ideas

[MitchPautz]

Hey folks. We have a ton of great presentations on the CSDM but nothing I can find that really targets a non-technical / executive level audience that will freely give away cash to fund a project. I found one that is close to what I am looking for (attached) but if anyone of you had a short <10 slide deck I would be thrilled to get some ideas from it. Also free free to contact me directly (mitchell.pautz@uscf.edu).

Thank you much!

[Casie]

This would be helpful for us as well!

[Chris Hagy]

Mitch,

 I don't see any attachments, can you validate it's attached or link to the original source?

[MitchPautz]

I attached again but either it is too big or the moderator is not allowing it

[Stig Brandt]

Hi

i don’t have a deck, but below I’m working on a text, you maybe can use, but all is about the value and business goals your CIO what to achieve:

Implementing CSDM, with focus on technical services and service offerings within the ServiceNow Common Service Data Model (CSDM) framework can bring transformative value to an enterprise/organization. Here’s how to present this to a CIO in a compelling way:

1. The CIO’s Challenge

In a enterprise:

• IT must manage a vast and complex infrastructure supporting many customers and thousands of employees.

• Aligning IT services with business needs is critical, but many organizations struggle with disconnected data, inconsistent processes, and a lack of visibility into service performance.

• Rapid innovation, reliable service delivery, and cost efficiency are all top priorities.

Without a standardized model like CSDM, technical services are often siloed, poorly defined, and inconsistently managed, leading to inefficiencies and lost opportunities.

2. What Are Technical Services and Service Offerings?

• Technical Services: These are foundational IT services (e.g., network, compute, storage, database) that support business operations and application services.

• Service Offerings: These represent specific deliverables or service packages tied to a technical service, often defined by SLAs (e.g., Gold, Silver, Bronze levels of database performance).

These objects formalize the relationship between IT infrastructure and the business services that rely on it, enabling visibility, control, and governance.

3. Why Implement Technical Services and Service Offerings?

Key Drivers for Implementation:

1. Visibility and Transparency:

• By mapping technical services to the underlying infrastructure, you gain a clear view of how IT components support business-critical services.

• Service offerings provide clarity on what IT delivers, ensuring all stakeholders understand the scope and value of services.

2. Operational Excellence:

• Improved visibility enables proactive issue resolution, better capacity planning, and efficient change management.

• Standardizing technical services reduces downtime, minimizes incidents, and enhances service reliability.

3. Scalability for Global Operations:

• With thousands of employees and customers, a structured model like CSDM ensures consistency and scalability in managing services across regions.

4. Business-IT Alignment:

• Technical services directly link IT capabilities to business outcomes, enabling IT to prioritize and invest in areas that have the greatest impact.

5. Cost Efficiency:

• By identifying and removing redundant or underutilized resources, you can optimize spending and reduce IT costs.

• Service offerings allow for tiered pricing and differentiation, aligning costs with service levels.

4. Value to the CIO and Enterprise

For IT Operations:

• Predictive IT Management:

• With technical services mapped, the enterprise can predict the impact of infrastructure issues on business services before they occur.

• Example: Detecting a failing database cluster supporting a customer-facing portal and resolving it before customers experience issues.

• End-to-End Service Monitoring:

• Gain real-time visibility into service health across the globe, from infrastructure to business services.

• Example: A dashboard showing the status of network services supporting global offices and customer-facing systems.

For Employees (users):

• Enhanced Employee Experience:

• IT services are consistently delivered with clear SLAs, ensuring employees have the tools they need to work efficiently.

• Example: Faster resolution times for IT issues like VPN connectivity or cloud service outages.

• Self-Service and Automation:

• Service offerings enable employees to request technical services (e.g., virtual machine provisioning) through a self-service portal, improving productivity.

For Customers:

• Improved Customer Experience:

• Reliable technical services ensure that customer-facing applications (e.g., e-commerce platforms, support portals) perform consistently.

• Example: A robust network service ensures 24/7 availability of an online banking app used by millions.

• Faster Time-to-Market:

• Standardized services enable IT to support rapid deployment of new products and features without delays caused by technical bottlenecks.

For Business Leaders:

• Data-Driven Decisions:

• Technical service data feeds into analytics, helping leaders understand IT’s contribution to revenue, customer satisfaction, and operational efficiency.

• Example: Identifying which services contribute most to business growth and investing accordingly.

• Risk Mitigation:

• Clear visibility into service dependencies reduces risks during mergers, acquisitions, or major IT changes.

5. How to Approach Implementation

1. Define Governance:

• Assign ownership for technical services and service offerings.

• Establish a governance model to maintain data accuracy and alignment.

2. Adopt a Phased Approach:

• Start with foundational services (e.g., network, compute) and scale to more complex services.

3. Use ServiceNow Tools:

• Leverage Service Mapping for automated discovery of dependencies.

• Utilize the CMDB for centralized data management.

• Define and manage service offerings in the Service Catalog for self-service.

4. Align with Business Outcomes:

• Link technical services to specific business goals (e.g., reducing downtime for customer portals).

6. The CIO’s ROI

1. Efficiency Gains:

• Faster resolution of incidents and outages.

• Improved IT team productivity through automation and streamlined processes.

2. Revenue Protection:

• Avoid revenue loss from IT disruptions that impact customer-facing services.

3. Customer Loyalty:

• Improved service reliability boosts customer satisfaction and retention.

4. Future-Readiness:

• A structured model enables IT to quickly adapt to new technologies, business models, and market demands.

Closing Argument for the CIO

Implementing technical services and service offerings within the CSDM framework is not just an IT initiative—it’s a strategic investment that empowers the enterprise to:

• Scale seamlessly,

• Deliver exceptional employee and customer experiences,

• Align IT with business priorities, and

• Stay competitive in a fast-changing market.

By making this a priority, the CIO ensures that IT evolves from being a cost center to a value driver for the enterprise.

best regards

Stig