Jumpstart Your CSDM for Service Operations
Summarize
Summary of Jumpstart Your CSDM for Service Operations
The Jumpstart Your CSDM for Service Operations Accelerator demonstrates how the Common Service Data Model (CSDM) supports building and maturing a service-aware CMDB tailored for service operations. It focuses on defining and populating essential data related to business and technical services, their service offerings, and dependent service instances (Application Services). This accelerator aligns your organization with CSDM best practices, establishing a strong data foundation critical for successful implementation of IT Service and IT Operations products.
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Key Features
- Data Focus: Covers core data points necessary to support both business-facing and technical service operations, ensuring your CMDB reflects real-world service relationships.
- Practical Demonstrations: Includes real-world examples and a temporary ServiceNow instance (30-day access) provisioned by a Technical Accelerator Consultant for hands-on learning.
- Coaching Sessions: Offers an initial 1.5-hour session for overview and demonstration, with an optional 1-hour Q&A session to address specific customer questions.
- Package Availability: Available to customers subscribed to Impact Guided, Guided+ (SV or PG), Advanced, and Total packages.
- Prerequisite: Recommended completion of the Jumpstart Your CSDM: Foundation accelerator to ensure foundational data readiness.
Customer Responsibilities and Roles
Successful adoption requires involvement from various roles, each with defined responsibilities to maintain and govern the ServiceNow platform and CMDB data integrity:
- Platform Owner: Oversees platform accountability and governance aligned with business strategy.
- ServiceNow and CMDB Administrators: Manage configuration, application maintenance, and support.
- Process Owners: Ensure accurate process definitions for major business processes within ServiceNow.
- Enterprise Architects: Align technical strategy with business goals and guide IT frameworks.
- CMDB Manager: Controls CMDB data changes and resolves integrity issues to align with CSDM.
- Application/Product Owners: Maintain application data and lifecycle within ServiceNow.
- Service Owners: Accountable for service delivery quality and customer experience.
- Executive Sponsors: Drive vision, governance, and remove implementation roadblocks.
- Trusted Service Partners: Participate in coaching to understand and support best practices.
What to Expect
By engaging with this accelerator, your organization will gain clarity on the essential service data to populate and manage within your CMDB, aligned with CSDM best practices. This foundation supports improved IT service and operations management, enabling better service delivery, operational efficiency, and alignment between business and IT.
This Accelerator provides a demonstration of the possibilities and capabilities of the Common Service Data Model (CSDM) for Service Operations.
Accelerator Overview
Jumpstart Your CSDM for Service Operations helps organizations understand the data needed to establish and mature their service-aware CMDB, by defining and populating the core data required to support both their business-facing and technical service operations. The accelerator covers key data points pertaining to business and technical services, their related service offerings, and the dependent Service Instance (Application Services).
The accelerator aligns you with CSDM leading practices and enables you to build a data foundation that helps achieve implementation success of both IT Service and IT Operation products.
Package Availability
Prerequisites
Customers are encouraged to complete the Jumpstart Your CSDM: Foundation accelerator before taking this one, as this offering builds on the foundational data required to operate, maintain and support business and technical services.
What You Get
- Session Preparation
- The Technical Accelerator Consultant provisions a temporary instance
- Customer Coaching Session #1 (up to 1.5 hours)
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Includes the following:
- Overview of the data needed for IT Service and Operations products
- Demonstration of accurately populated data using real-world examples
- Temporary instance provided with 30 days access
- Customer Coaching Session #2 (Optional upon Customer request - up to 1 hour)
- Opportunity for Q&A related to CSDM for Service Operations
Requested Customer Resources
| Customer Resource | Responsibilities | Required | Recommended |
|---|---|---|---|
| Platform Owner | Responsible for the overall accountability of the ServiceNow platform. Provide leadership and oversight to the System Administrators, ensure team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform. | ✓ | |
| ServiceNow and CMDB Administrator (s) | Responsible for configuring and maintaining the stability and usability of the ServiceNow platform and the CMDB by performing application maintenance, managing support for Cases related to ServiceNow applications and the CMDB, and contributing to ServiceNow software releases by delivering configuration tasks and features. | ✓ | |
| Process Owner(s) | A senior leader within each business unit for each major process or service (e.g., incident, change, employee onboarding) and is accountable for the correct and complete definition of each of the processes implemented within the ServiceNow platform. | ✓ | |
| Enterprise Architect(s) | Ensure an organization's technical strategy, aligns with the goals of the business focusing on technology and processes. Helps guide the IT enterprise through frameworks to design, plan, implement, and govern IT systems. | ✓ | |
| CMDB Manager | Responsible for day-to-day facilitation of the Configuration process and ensure alignment to the ServiceNow CSDM data model. This primary objective of the role is to ensure change to the data in CMDB is controlled and to enable efficient resolution of integrity issues. | ✓ | |
| Application or Product Owner(s) | Responsible for the population and maintenance of their product or application within the ServiceNow platform. They are accountable for the overall health, value, and lifecycle of a specific application or product used to deliver a service. | ✓ | |
| Service Owner | Accountable for the end-to-end delivery, quality and value of a either a business or technical service as it is experienced by the customer (external or internal) | ✓ | |
| Executive Sponsor(s) | Responsible for setting and communicating the vision of the ServiceNow Engagement within the rest of the enterprise. The Executive Sponsor also participates in engagement governance and removes roadblocks to a successful implementation. | ✓ | |
| Trusted Service Partners | Attend ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support customers going forward. | ✓ |