Common Service Data Model for Operational Resilience

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Common Service Data Model for Operational Resilience

    The Common Service Data Model (CSDM), starting with Release 20.1.x, provides a data framework for configuring ServiceNow® products. It ensures that configuration items (CIs) and their relationships are accurately defined and stored in the Configuration Management Database (CMDB).

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    Key Features

    • Service Definition: CSDM allows organizations to define and manage services, business services, and interfaces.
    • Risk and Incident Management: It enables the identification and management of risks, controls, and incidents.
    • Business Continuity: Helps in developing and maintaining business continuity plans.
    • Operational Resilience: Supports management of operational resilience and control environments.
    • Informed Decision-Making: Facilitates informed decision-making and service optimization through a comprehensive view of business services and risks.

    Key Outcomes

    Implementing the CSDM enhances service management efficiency, improves organizational resilience, and supports strategic objectives. It also fosters customer satisfaction and maintains competitive advantage in a dynamic environment. The model is compliant across all ServiceNow AI Platform products, ensuring consistent access to CSDM data, which enhances application capabilities.

    Significant improvements in the CSDM include support for service offerings and application services, with hierarchical relationships managed through the Entity Hierarchy table. This structure enables better integration and management of service-related data within Operational Resilience.

    Starting with Release 20.1.x, the Operational Resilience application supports the latest Common Service Data Model (CSDM). CSDM is the data framework that administrators use when configuring ServiceNow® products and applications. It ensures that configuration items (CIs) and their relationships are properly defined and stored in the relevant Configuration Management Database (CMDB) tables.

    About Common Service Data Model (CSDM)

    The Common Service Data Model (CSDM) offers a robust framework for defining and managing services and business services related data in Operational Resilience reporting. Implementing this model helps organizations achieve the following objectives.

    • Define and manage services, business services, and interfaces.
    • Identify and manage risks, controls, and incidents.
    • Develop and maintain business continuity plans.
    • Support operational resilience and control environment management.
    • Enable informed decision-making and service optimization.

    This data model ensures that services are of high quality and align with the overall business goals.

    Benefits of CSDM

    The CSDM offers several key benefits for organizations.

    1. Improved service management: By defining and managing services, business services, and interfaces, organizations can ensure efficient and effective service/business service delivery.
    2. Enhanced Operational Resilience: The CSDM model enhances organizational resilience by identifying and managing risks, controls, and incidents, which enables a quick response and recovery from disruptions.
    3. Informed decision-making: By providing a comprehensive view of business services, risks, and controls, the CSDM model facilitates informed decision-making and service optimization.

    These benefits help organizations achieve their strategic objectives, enhance customer satisfaction, and maintain a competitive edge in a dynamic business environment.

    About the Common Service Data Model

    The Common Service Data Model is the standard data model for all products that use the Configuration Management Database (CMDB).

    ServiceNow AI Platform® products, applications, and features are CSDM compliant, meaning they all have identical access to the underlying CSDM data model. This shared access greatly enhances the capabilities of your applications.

    Additional information about the CSDM can be found in the CSDM in a nutshell and Community Forum.

    For the playlist of all the videos, see Playlist of all CSDM videos.

    Highlights of CSDM for Operational Resilience

    The previously integrated data model did not support service offerings and application services. The latest CSDM model now includes support for both service offerings and application services.

    Staging tables and pillars

    The Operational Resilience application uses the Entity Hierarchy table, [sn_grc_m2m_profile_profile], to save hierarchical relationships. For example, if a record has upstream_profile as a business service (BS) and downstream_profile as a service offering (SO), it indicates that the business service (BS) directly connects to the service offering (SO) in the CSDM data model.

    The Service Process pillar is the parent table for all staging tables in Operational Resilience. Other staging tables inherit the profile field from it.

    References for business services (BS), service offerings (SO), business processes (BP), and application services (AS) are added to the [sn_oper_res_profile] table.

    For more information on the tables that are relevant to the CSDM data model, see Tables relevant to CSDM. For information on the pillars, see Pillars overview tab.