A CSDM relationship map is a visual representation of the relationships between various configuration items (CIs), services, and business processes defined in the Common Service Data Model (CSDM) in ServiceNow. It plays a crucial role in providing clarity, consistency, and alignment across the ServiceNow platform and IT Service Management (ITSM) processes. IT offers a comprehensive visual overview of all dependencies, helping stakeholders understand how business capabilities, application services, and technical services are interconnected. This visibility is critical for efficient service delivery and support. It helps change managers see the potential impact of changes across the entire service landscape. By understanding the upstream and downstream dependencies, they can make more informed decisions, mitigate risks, and communicate better with stakeholders.
The prescribed CSDM relationships
This is a high-level the prescribed CSDM relationships recommended by ServiceNow. You would undersatnd the followigs:
- Business Applications depend on Application Services for functionality.
- When an Application Service experiences failures or outages, it impacts the business capabilities that rely on the service.
- Application Portfolio Management (APM) uses this performance data to evaluate whether the Business Application is meeting key business objectives.
- Application Services run on servers, so server failures can lead to service outages, disrupting the business processes consuming those services.
In essence, failures at the infrastructure level can cascade up to impact business objectives, driving the need for rationalization and optimization in the application portfolio.
CSDM Mapping steps
- Map Business Application to Application Service.
ServiceNow recommend using the “Set Relationships” on the Application Service record. This is wizard driven, and it will set the correct relationship. Relationships are used for graphically displays of data, references are best used for reporting.
Navigate to CSDM --> Application Service: the relationship will be created after you move the selected Business Application from "Available" to "Selected" in wizard and then click "Next" button.
- Map Business Service Offering to Application Service.
Navigate to CSDM --> Application Service: the relationship will be created after you move the selected Tichinical Service Offering from "Available" to "Selected" in wizard and then click "Next" button.
- Map Tichinical Service Offering to Application Service.
Navigate to CSDM --> Application Service: the relationship will be created after you move the selected Business Service Offering from "Available" to "Selected" in wizard and then click "Next" button.
CSDM map to the Infrastracture CIs
After you finish CSDM service mapping (see above), you will use Service Mapping tool and Discovery to map the application service with its related application with all related infracture CIs. The Service Mapping of the infracture CIs is not scope in this blog. Please see Service Mapping Fundamentals On Demand - Now Learning.
If you enjoy my ServiceNow posts, please mark my post Helpful.
7 Comments
