⚠️ For the similar topic of Configuration Management Database, I have written an individual article.
| Table of Contents |
My library Knowledge Sources To Go is very popular, but it was intended mainly as a thematically grouped guide to standard sources and was provided by me as a PDF file. For certain topics, however, there is so much content that I can no longer include it in that document, as it cannot continue to grow forever.
For this reason, I have decided to handle such topics in individual community articles like this one instead.
What is the CSDM?
The Common Service Data Model (CSDM) represents a standard and shared set of service-related
definitions across our products and platform that will enable and support true service level reporting
while providing prescriptive guidance on service modeling within the CMDB. These service-related
definitions span the ServiceNow product portfolio and the Now Platform. The data model is a CMDB framework across our products and platform that will enable and support multiple configuration strategies. Included are best practices related to the proper modeling of data using out-of-the-box (OOTB) tables.
ℹ️ For a more detailed explanation visit ServiceNow's page "What is a common service data model (CSDM)?"
Entry point to the official product information pages.
Entry point to the official product documentation.
The ServiceNow Common Service Data Model (CSDM)
This Executive Brief offers a concise view of how the Common Service Data Model (CSDM) approach - a single lexicon for creating a common service model across all IT management domains – can yield significant advantages for running complex operations across multiple lines of business.
Common Services Data Model (CSDM) Primer
In this ebook we will outline how our extensible data model combined with common platform data and features unlocks the ability to drive consistency and extensibility across workflows.
How do I model and manage my services with the Common Services Data Model?
Summarized information and answers to that question.
Outlines the baseline process explaining the configurable options with the objective of determining the to-be process and corresponding configuration requirements.
This White Paper provides ServiceNow best practice guidance on service-related definitions and service modeling within the CMDB.
CSDM Product View presentation is designed to help customers understand the various data tables related to CSDM per ServiceNow product.
CSDM data model examples to be used with the CSDM Workshop deck.
CSDM Workshop - Getting Started
Provides detailed guidance on CSDM value and delivery methodology.
Trainings & Courses
Common Service Data Model (CSDM) Fundamentals
This is the Common Service Data Model (CSDM) course, ServiceNow's prescriptive guidance on how to use our CMDB effectively across all products with the platform.
Articles & Blog Posts
2020-05-28 by Mikko Juola
In this blog, I will describe how CSDM can be used in Incident Management
2021-04-29 by VenniMakarainen
Operationalizing CSDM - approaching CSDM & foundation data considerations
In this very first Now Community post of mine, I'll briefly concentrate on:
- approaching CSDM
- foundation data - life cycle thinking
2021-05-15 by @David Skowronek
Application Services: How to use them?
Application Services are an essential part of the Common Service Data Model (CSDM). This article focuses on how to use Application Services for manually maintained Service Maps in the situation when Service Mapping is not deployed.
2021-05-15 by @David Skowronek
Application Services: Tips & Tricks
In this article, I will focus on useful tips and tricks:
- How to control what Configuration Item classes are imported
- How to improve CI Relations in the form view and BSM view
2021-08-05 by VenniMakarainen
CSDM & Request Catalog - service offering and catalog item association
In this second Now Community post of mine concerning CSDM, I'll briefly address:
- What CSDM states about the Request Catalog (service offering and catalog item association) as part of the framework?
- What does CSDM & Request Catalog mean in practice in a baseline ServiceNow Quebec instance?
- What are the differences on relating catalog items to service offerings with and without Service Owner Workspace?
- How does user criteria fit in the scene?
2021-11-13 by @Maik Skoddow
List of all "Get Well Playbooks" (CSDM & CMDB)
The ServiceNow CSDM and CMDB Data Foundations Dashboards store app contains dashboards which provide insights into the key foundational indicators of your CMDB and Common Service Data Model (CSDM). This app provides recommendations to ensure that the CMDB and CSDM are properly configured for optimal usage and to mitigate any potential risks. These playbooks are of exceptional quality and provide much better insights into CMDB structures and CSDM concepts than all other material and training courses. And since there seems to be no other way to get to these playbooks except through the dashboards, the following article lists all of them.
2021-12-31 by @David Skowronek
Application Services: What's new in Rome
In this article I will focus to the Rome release and what has been improved with regards to Calculated Application Services.
2022-01-06 by @David Skowronek
CSDM 4.0: (any) Status attribute vs. Life cycle
The new CSDM 4.0 comes with several changes, and one of them is introduction of a new Lifecycle attributes. What I would like to share in this article is personal insight into this topic, based on testing of the functionality and its limitations.
2022-02-15 by Mikko Juola
ServiceNow CSDM: Evolution & CSDM Examples
That blog post illustrates the evolution of CSDM since it was published in 2018. Furthermore, it contains links to additional resources and videos.
2022-03-30 by @David Skowronek
This article provides high-level guidance for the CSDM implementation journey based on the discussions with various customers and personal experience with complex data model change project. This article focuses on customers that already have a live ServiceNow instance with a data model different from the CSDM. However, the steps described in this article are generally valid for new ServiceNow customers as well.
2022-04-21 by @David Skowronek
CSDM 4.0 Life Cycle: How to implement it?
In this article, I will focus on how to get the new Life Cycle attributes in use.
2022-06-03 by Mary Vanatta1
Aligning to ServiceNow's CSDM (Common Service Data Model) may seem complex or overwhelming. Still, many organizations have successfully moved the needle with CSDM and gotten their CMDB to a "good enough" level to find value. The underestimation of effort and lack of planning may cause challenges, there is no easy button. This article will help reduce those challenges with 20 steps to start what may feel like a daunting task to remediate and align your data.
2022-10-03 by Chris Shakespea
How to configure incident management to align with CSDM; a leading practice guide
ServiceNow has made several changes to how incidents integrate with CSDM. This lays the foundations for Service Portfolio Management, Digital Portfolio Management, and ability to tie Events to Business Services.
Ensuring first line agents capture and record incidents so that they align with CSDM will reduce data entry time and maximize the capabilities of ServiceNow platform.
2022-11-18 by Anker Nielson
CSDM with Charles the Baker (Part 1)
I doubt it is just me. I have this gut feeling that most of us struggle to understand the emperor's new cloth, the Common Service Data Model (CSDM). And I think most of us know that the model is as invaluable as it can be enigmatic and esoteric. It is a bit as if no one dares to ask anymore, as everyone else seems to get it. Well, that is the thing with group think - if you are struggling but are too afraid to ask, the others probably are in the same boat.
2022-12-01 by Anker Nielson
CSDM with Charles the Baker (Part 2)
Welcome to another baking session featuring Charles the Baker and a sprinkle of Common Service Data Model.
2022-12-02 by Mikko Juola
How to Get Started with CSDM in 5 Steps
Getting started with CSDM is easier if you have a simple model for implementation. We think that the 5-Step Model we present here is helpful. It works well with any data model, and it works well with CSDM alignment and the CMDB.
2023-01-11 by Mikko Juoala
How to use CSDM to Improve Incident Management
It’s been a while since this article was originally published, so I thought it would be time to update it to reflect changes to the CSDM model and our latest thinking. We published this article first in 2020 when ServiceNow’s Knowledge event included the first CSDM-related labs. Today, the “value of CSDM” is a prevalent discussion topic in the ServiceNow Community. Many say there is no value in the CSDM as such but that the value comes from how the data is used.
2023-02-03 by Jon O'Beirne
Explain it to me like I'm 5: ServiceNow CSDM
ServiceNow is like a secret society of acronyms – every time you think you've figured out what one means, three more pop up. It's enough to make your head spin! Here's one more to discuss - CSDM.
2023-06-13 by Martin Pscheidl
Add your Information Assets to your CMDB!
tandards and Regulations like ISO27001, DORA, GDPR, etc. require the holistic management of information assets, which has been less of a focus in many CMDB implementations. I describe in this article why it would be a good idea to include these in the CMDB
2023-06-21 by Peter Resch-Edermayr
How important is CSDM for your Business?
During and after my presentation „3 years with CSDM“ at the SNUG Meeting Vienna, I noticed in several conversations that this universally applicable service model, which is delivered free by ServiceNow, is still little known and rarely used. However, if we go into depth in „Lessons learned sessions“ of many service management projects, including at SNUG, it becomes apparent that things would very likely have gone better with the application of CSDM. In this article, I present the benefits of using ServiceNow’s „Common Service Data Model“ and how it all relates to your business.
2024-09-10 by @Michael Hansen
What's New in the CMDB and CSDM for the Xanadu Release
The latest updates to the Configuration Management Database (CMDB) in ServiceNow’s Xanadu release take visibility to a whole new level. With enhanced dashboards, new tools to manage your Service Graph Connectors, and a modernized user interface for Application Services and CI Dashboards, the future of IT Operations is smarter and more powerful than ever.
2024-09-14 by ServiceNow Community
CSDM 101: Everything You Need to Know
Dive into the essentials of CSDM (Common Service Data Model) in this informative session recorded on September 12, 2024. Whether you're new to ServiceNow or looking to refine your understanding of CSDM, this video provides a comprehensive overview of its principles, benefits, and best practices.
2024-09-29 by ServiceNow Community
CSDM Lifecycles: Aligning and Transitioning to Xanadu
Learn how to navigate CSDM lifecycles with insights from ServiceNow experts Mark Bodman and Scott Lemm. This session covers understanding changes, transitioning to Xanadu, and managing the impact effectively.
2024-10-02 by @Mathew Hillyard
CSDM: Script Include to Traverse CI Relationships
If you are planning to make the data structures behind the CSDM available to end users within Task-based forms or develop logic that uses CSDM relationships as part of a CSDM engagement, then you will encounter an gap: in the baseline instance, ServiceNow does not provide any functionality for traversing through and retrieving records based on the relationships that are constructed in CSDM service maps.
2024-10-11 by ServiceNow Community
The video discusses the Common Service Data Model (CSDM) workshop, focusing on how ServiceNow uses Workday. It explores business capabilities, application services, and the challenges of mapping relationships between different domains. The speakers, including John Spirko and the ServiceNow Workday Operations Team, delve into the complexities of designing and optimizing workflow processes within the CSDM framework.
2024-11-13 by Alexander Ljungstrom
The Ultimate CSDM 5.0 Guide to Digital Products
Business Applications will change label to "Digital Products", and the design domain will experience updates to make the term "Business Applications" less confusing and more flexible. Additionally, new Digital Product Portfolio's will be introduced together with updated personas and roles. Only labels will change and no tables.
2025-01-17 by @Mathew Hillyard
CSDM Migration From Custom Service Management
This article stems from my experience working on multiple CSDM implementations, and is focused on understanding considerations when migrating from a custom service management structure to CSDM. I will discuss the challenges faced, solutions considerations, my top thirteen tips, gotchas and lessons learned, and will finish with some key takeaways. This article includes technical insights, but there is plenty of valuable information for anyone designing or working within CSDM.
2025-03-03 by @David Skowronek
Application Service and Service Instance: What is new in Yokohama and CSDM v.5
Application Service is being renamed to Service Instance. At the same time, new classes - Data Service Instance, Network Service Instance, Connection Service Instance, Operational Process Service Instance, and Facility Service Instance - have been introduced in the CMDB CI Class Models 1.64.0 (November 2024) store application release.
2025-03-03 by @Michael Hansen
Yokohama takes our CSDM data model to new places . . just in time for new AI capabilities
The Yokohama release strengthens your organization's data foundation through four key innovations: CSDM 5, API Insights, new API Service Graph Connectors, and Service Graph Connector Central. Let's explore how these updates improve visibility, integration, and data architecture to support your digital transformation journey.
2025-05-12 by Prasun Sarkar
CSDM 5.0: Because Your CMDB Deserves More Than Just Technical Metadata
Let’s be honest—data models don’t usually make headlines. But ServiceNow’s Common Service Data Model (CSDM) v5.0 is an exception. It’s not just another version bump, it’s a full-blown glow-up. The CSDM isn’t new, but version 5.0 brings a transformational leap. Not just in tables and domains, but in how we think about services, systems, and the digital value network. In short: CSDM 5.0 is what happens when you stop treating your CMDB like a storage unit and start treating it like a strategic enabler.
Videos & Podcasts
2021-04-21 by ServiceNow Community
CSDM Use Case Discussion - End to end cloud app creation and management
This is a CSDM use case discussion about how Cloud applications are created and managed through the full lifecycle in multiple cloud platforms using ServiceNow. Here we capture a discussion between Andy Steele and Mark Bodman about managing cloud applications works on CSDM, what ServiceNow customers struggle with, and where various ServiceNow Products come together to help solve cloud management from end-to-end.
2021-05-21 by ServiceNow Community
Discussion about Assignment, Change, Support and Managed by Groups in CSDM
In this CSDM discussion, Scott Lemm and Mark Bodman review how the Assignment, Change, and Support Group are used, managed, and propagated within CSDM as of our Quebec release. We will also touch on how we are thinking about supporting Digital Products and Services with a Team construct in order to facilitate easier management in the future.
2021-05-27 by ServiceNow Community
CSDM Example Series: Platforms
In this video we will cover how CSDM supports modeling Platforms, which are a very common pattern, and represents how ServiceNow could be represented in the model. We will cover how to model ServiceNow, Sharepoint, Healthcare (Epic) and SAP in this session.
2021-06-04 by ServiceNow Community
CSDM Example Series: Microservices
In this CSDM example video, we will demonstrate how the CSDM model supports Microservices architectures. Microservices are becoming a very common architectural pattern, and here we demonstrate how ServiceNow can represent Microservices in 2 different ways.
2021-06-22 by John Spirko
Runs through 3 perspectives of an end-to-end CSDM model.
2021-07-12 by ServiceNow Community
The black art of extending the CMDB and how we support the full lifecycle.
In this CSDM discussion, Michael Ludwig and Mark Bodman explore the "black art" of extending a CMDB and use on the ServiceNow Platform. We also touch on some historical challenges, and how at ServiceNow we push traditional boundaries to support the entire lifecycle of Digital Products and Services.
2021-08-06 by ServiceNow Community
CSDM Example Series: Shared Tech and Client Compute services
In this CSDM example series videos, we discuss how the CSDM model supports a shared Technical Service (LDAP) and Client Compute scenario. We discuss the options you should consider when establishing your Offerings, how Locations & Product Models are leverage, and synergies between Service management and Asset Management to consider in the implementation.
2021-08-21 by ServiceNow Community
In this CSDM V3 overview in less than 20 minutes. If you have heard about CSDM and were wondering what it is, this is a good place to start.
2021-10-20 by ServiceNow Community
This video provides an overview of the Common Service Data Model (CSDM) 4.0, introducing key updates and new features. The major additions include a new Build domain with an SDLC Component class, improvements to service portfolio management, a dedicated business service table, enhanced location management, and a standardized lifecycle approach for various IT objects.
2021-11-15 by ServiceNow Community
CSDM Discussion: Technical Service vs. Business Service
n this CDSM Discussion, David Thigpen and Mark Bodman address common questions and some confusion we typically see when defining Technical Services and Business Services. We explore Technical vs. Business Service similarities and differences, identify the criteria for each, touch on historic implications, explain go forward approach for Service Classification, and explore edge cases such as Client Compute. We also provide some insight on what we are thinking about addressing or changing in the future as well.
2022-01-24 by ServiceNow Community
CSDM V4 Product and Lifecycle Discussion
In this CDSM V4 Discussion, Scott Lemm and Mark Bodman provide a deeper-dive perspective on the 2 new Lifecycle fields (Stage and Status), and what shifting our focus Product Models in the future means. We address topics such as the types of lifecycles, how Product Model references are evolving in our San Diego release, and will be used in the future.
2022-03-09 by ServiceNow Community
CSDM Technical Service Deep Dive Discussion
In this video, Scott Lemm and Mark Bodman explore the Technical Service definitions in CSDM, how to leverage Service Builder to define and build them, and provide clarification on the 3 different types of Technical Services that CSDM illustrates.
2022-03-25 by ServiceNow Community
How Change Management Leverages CSDM
In this discussion and demo, Greg Morrison and Mark Bodman address how Change Management leverages CSDM to improve the Change Management process.
2022-04-05 by ServiceNow Community
What's new in CMDB and CSDM for our San Diego release
This is a short overview of what's new in our San Diego family release for the CMDB and CSDM.
2022-04-16 by ServiceNow Community
CMDB / CSDM Discussion - Application Service Types in San Diego
This is a short overview of what's new in our San Diego family release for the CMDB and CSDM.
2022-04-27 by ServiceNow Community
Business Criticality CSDM Discussion
This is a CSDM discussion, Mark Bodman and guests address the topic of Business Criticality. We explore various areas of the CSDM model where Business Criticality is used, tradeoffs for taking alternative approaches, and some of the more advanced use cases in a CSDM context.
2022-06-13 by ServiceNow Community
Office Hour 52 - APM: CSDM v 4.0 and APM
2022-10-26 by ServiceNow TechBytes
Trials & Tribulations of CSDM Implementers
Several implementers discuss their experiences with implementing CSDM.
2022-10-26 by ServiceNow TechBytes
Bringing your data together with CSDM
In this episode, Portfolio Manager Mary Vanatta talks about the Common Service Data Model (CSDM), which brings all your data together across the entire platform to help your ServiceNow apps work together better, and enables enterprise-wide reporting.
2022-11-02 by ServiceNow TechBytes
CSDM & Service Builder discussion
Caitlin Morse and Mark Bodman discuss CSDM and Service Builder, the new ITSM feature to create and manage services following CSDM guidance. Service Builder was released at the end of 2021, this new product can greatly accelerate your service management maturity and CSDM adoption naturally.
2022-11-11 by ServiceNow TechBytes
Trials & Tribulations of CSDM Implementers, Part 2
Trials & Tribulations of CSDM Implementers Part II with Jason LaScola, Barry Kant, Eric Dohr & David Stefferud. Join the gang to learn how they approach CSDM implementations.
2022-12-22 by Plat4mation
How to establish a self-healing CMDB using CSDM
In this webinar, we’ll share some common pitfalls when implementing the ServiceNow CMDB and explain our self-healing CMDB approach that eliminates these pitfalls and helps you establish a high-quality CMDB.
2023-01-09 by Atul Grover
Introduction to the topic with a series of videos.
2023-02-25 by ServiceNow Community
What's new in Utah CMDB, CSDM and Service Graph Connectors
We present an overview of what's new in the ServiceNow CMDB, CSDM and Service Graph Connectors for our Utah family release and Q1 store releases.
2023-05-02 by Data Content Manager
Foundation Data Quality in ServiceNow and CSDM
In this video, Pekka Korpi, CEO of Qualdatrix, and Mikko Juola, Product Owner of Data Content Manager, discuss the importance of Foundation data in ServiceNow and how it can be improved using Data Content Manager.
2023-09-18 by ServiceNow Community
Configuring ServiceNow in CSDM
Agenda
- ServiceNow base configuration
- ServiceNow Technical Services
- ServiceNow Application Service Configurations
2023-11-10 by ServiceNow Community
Digital Product Architecture, Management, and Modeling
Things you will learn:
- As an Enterprise Architect, how might I work with Digital Product Managers
- As a Digital Product Manager, how might I work with Enterprise Architects
- Modeling CSDM with ArchiMate (an EA modeling language)
2023-11-23 by ServiceNow Community
CSDM and CMDB Executive Overview
Mark Bodman provides an overview on how CSDM and CMDB are critical for the products on the ServiceNow platform. He establishes how customers should take a 3 pillar approach to managing the data, and using the CMDB features provided to automate the work required. He covers some of the new products that follows CSDM structures. and provides a brief overview of the CSDM framework. He wraps this up with a sensible approach to adopting CSDM within your organization.
2023-12-06 by ServiceNow Community
Common Service Data Model - CSDM
Overview of the relationship between DPM and CSDM with Mark Bodman.
2023-12-06 by ServiceNow Community
CSDM Adoption Roadmap and Outcomes
Things you will learn:
- 12 Common Service Data Model (CSDM) use cases
- What parts of the CSDM do I need to define for my use cases
- How CSDM adds value
- Minimal viable models
2024-01-20 by ServiceNow Community
Models, models and more models
Things you will learn:
- Product model usage across the CSDM data points
- How to make your models more effective using storytelling, flexibility, and collaboration
2024-01-30 by ServiceNow Community
CSDM deep-dive: availability metric calculation discussion and overview
This is a CSDM and Availability discussion and overview session. Caitlin Morse, Aaron Guzman, and Mark Bodman review the CSDM structures, discuss the nuance of availability calculations using outage records, availability V2 differences, and product overview. We also explore how Availability metrics are summarized and used in Digital Portfolio Management. The power of CSDM in the context of the availability metric calculation makes it much easier to calculate and manage commitments. The nuances with architecture investments, choices, and how outages may or may not impact the business are also discussed.
2025-05-19 by ServiceNow Community
CSDM 5 - What's New from Knowledge 2025
In this video, Scott Lemm and Mark Bodman provide an in-depth overview of the CSDM 5 white paper released during the Knowledge 2025 conference.
2025-06-08 by Managing Digital
IT4IT 3 and CSDM 5 - two sides of the same coin
This talk with Mark Bodman, an old friend and product manager for CSDM, is an update to our earlier video on IT4IT and CSDM. Mark shares his new chatbot and explains CSDM 5, and we talk about the impact of digital product mindset on the CSDM journey and on effective IT management.
2025-06-24 by Einar & Partners
We simplified the CSDM 5 whitepaper (so you don't have to)
CSDM 5 Simplified for our lovely community.
2025-06-24 by Managing Digital
Dan Warfield chats with CSDM Product Manager Mark Bodman about key aspects of CSDM migration.
2025-09-04 by ServiceNow Community
Elevate Your Data Strategy with latest CMDB and CSDM innovations
Explore the latest innovations in Data Foundations and the Configuration Management Database (CMDB) with the Yokohama release. Discover the new capabilities in SGC Central, CMDB Advisor AI Agent, robust Data Manager automation for better data governance, and the all new Mainline certification.
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