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.

[Binh Truong2]

Video doesn't seem to be working anymore. Anyone having issues?

[Lisa Latour]

Hello Bihn, It's a YouTube video embedded. I'm not having any issues accessing it above.  But here is the direct link https://youtu.be/sGdsJjC_Rvc
Some companies prevent the ability to watch YouTube from corporate computers.
Please let me know if you still have issues. Such as browser version, too.  Thanks.

[Stig Brandt1]

Hi Greg

Looks good, though, I'd like you to explain how ticketing (incident) is expected to be raised with model.

End user raise a ticket for Payroll/Timecard, which there is SLA commitment on, it seems that the issue is Server/infrastructure, supported by Linux large offering, which there is SLA's commitment on.

Will you create 2 incident parent/child to be able to report on both service offerings or?

Thanks in advance

Stig

[philnguyen90]

Hey Stig, 

Awesome question - did you get an answer / solution to your ask? I'd love to hear more about it! 

Thanks

Phil

[Mary Vanatta]

I would recommend that one view the CSDM 2.0.  This is the 1.0 and is not the recommended model.