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

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

LisaLatour — Wed, 10 Oct 2018 22:45:17 GMT

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.

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

tonyholmberg — Fri, 26 Oct 2018 15:13:23 GMT

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

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

gregmorriso — Wed, 31 Oct 2018 17:46:47 GMT

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.

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

David107 — Mon, 05 Nov 2018 19:46:31 GMT

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'?

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

mvanatta1 — Wed, 16 Jan 2019 22:20:37 GMT

Greg

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

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

Binh Truong2 — Thu, 04 Apr 2019 19:49:56 GMT

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

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

LisaLatour — Thu, 04 Apr 2019 20:49:26 GMT

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.

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

Stig Brandt1 — Thu, 27 Jun 2019 11:23:21 GMT

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

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

philnguyen90 — Tue, 03 Mar 2020 23:09:08 GMT

Hey Stig,

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

Thanks

Phil

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

Mary Vanatta — Thu, 05 Mar 2020 22:15:12 GMT

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