Ask the Expert: ITSM Common Services Data Model (CSDM)

[Lisa Latour]

Join us for another session of Ask the Experts! In this session, we'll be covering ITSM's Common Services Data Model (CSDM). 

The Common Services Data Model (CSDM) represents a shared set of service related definitions that span the ServiceNow® product portfolio and the Now® platform. They are being standardized to ensure (1) accurate service reporting, (2) consistent use of standard terms and (3) to provide more prescriptive guidance on service modeling. The data model includes the recommended mappings for the service related tables and CI class mappings. The initial model focuses on ITBM, ITSM, ITAM and ITOM. However, the model accounts for customer extensibility and future versions will include Customer Service Management (CSM), Human Resource Service Delivery, Security Operations (SecOps), GRC along with the Internet of Things (IOT).

 

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Originally recorded Oct 16, 2018

FEATURED SPEAKER

Greg Morrison is a Technical Architect within the IT Service Management (ITSM) business unit at ServiceNow. He is a veteran Service Management practitioner with experience in digital transformation that spans a wide range of vertical markets. He has strong knowledge of the technology marketplace, industry best practices and the challenges facing IT today.

[tonyholmberg]

Hey Greg, we have a similar CMDB Common Data Model we are using in our company..  but are using the Business Processes as top entity.. and our home made Business Capabilities as refernce data to the Business Processes.. 

Are you replacing the Business Processes with your new Business Capabilities  or should we be ablr to map Business Processes to these Business Capabilities in some how..?

Regards

Tony Holmberg

[gregmorrison]

Hi Tony,

We still treat business process as a separate entity but it is not called out in the first version of the data model (CSDM). Our initial focus was limited to data elements but future updates will include business process as well. Great question and I hope that helps.  

[David107]

Hi Greg, 

Thanks for putting this together! I'm hoping this model will be 'officially' published soon so there is more information available online. We're in the early stages of restructuring our CMDB and are hoping to follow the new Common Services Data Model as much as possible to sort of future-proof our efforts.

I have a couple questions after watching this. 

1. You touched on it briefly in your presentation definitions, but can you expand a little bit on the difference between a business application and an application?

2. When dealing with Dev/Test/Prod on Business Apps is it best to have individual Business Application CI's for each? Or is that the purpose of 'Application Instance'? 

[mvanatta1]

Greg

What is the reference line between Business Capability and Service(Business, Technical, Application) indicating?