--- sourceDocument: Australia Operational Technology Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/operational-technology Release : - australia ft:locale : - en-US ft:publication_title : - Australia Operational Technology Management ft:clusterId : - optm bundleId : - optm workflow : - Technology --- # Implementing the CSDM framework for Operational Technology # Implementing the CSDM framework for Operational Technology {#ariaid-title1} Release version: Australia Updated July 9, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Implementing the CSDM framework for Operational Technology Implementing the Common Service Data Model (CSDM) framework for Operational Technology (OT) is essential for maintaining consistent accuracy in reporting and analytics. This enables effective management of your OT environment by aligning OT data and processes with ServiceNow's core CSDM framework. The implementation should be completed in stages to ensure proper adoption and integration. Show full answer Show less ## Key Features * **Operational Technology Manager:** Establishes foundational data and relationships necessary for leveraging the OT solution within your enterprise. * **Industrial Process Manager:** Creates the ISA-95 Equipment Model data foundation, critical for OT data structuring and management. * **Operational Technology Discovery:** Discovers and maps OT devices and assets to maintain an accurate inventory of your OT environment. * **Operational Technology Vulnerability Response:** Facilitates prioritization and remediation of vulnerabilities specific to OT devices at the site level. * **Operational Technology Incident Management:** Enables rapid resolution of OT device and production process issues by engineers. * **Operational Technology Change Management:** Supports controlled implementation of changes to OT devices and production processes. * **Operational Technology Knowledge Management:** Captures OT system information in knowledge articles linked to OT incidents, enhancing troubleshooting and resolution. * **Operational Technology Request Management:** Provides access to an OT Service Catalog for submitting and fulfilling OT-related service requests, promoting consistent cross-functional workflows. * **Recommended Actions for Operational Technology Service Management (OTSM):** Applies real-time actionable recommendations to accelerate triaging and issue resolution in the Industrial Workspace. * **AI Enhanced Recommended Actions for OTSM:** Utilizes external data sources to contextualize and support OT incident resolution with AI-driven insights. * **Employee Center for OT:** Centralizes submission of OT and industrial service requests for improved user experience. * **Industrial Workspace:** Equips OT users with tools to efficiently manage their OT data and operations. ## Key Outcomes By implementing the CSDM framework for OT, you gain a structured and integrated approach to managing OT devices, processes, and incidents. This leads to improved accuracy in reporting, enhanced vulnerability and incident management, streamlined change and request workflows, and better knowledge sharing. Ultimately, it empowers your organization to manage OT environments effectively, reduce risks, and accelerate issue resolution within your operational technology landscape. Following the CSDM framework ensures that you meet your primary goal of consistent accuracy in reporting and analytics so that you can effectively manage your Operational Technology (OT) environment. ## CSDM framework for OT {#ot-use-case-product-view__section_c3v_13w_41c} You must complete the implementation for the CSDM framework in stages. For more information, see [Implementing the CSDM framework in stages](https://www.servicenow.com/docs/access?context=csdm-implementation-stages&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US). ## Operational Technology product view {#ot-use-case-product-view__section_wcj_1hw_41c} Operational Technology covers products that tackle aspects of managing OT devices and production processes at various stages of the life cycle. The goal of this product view is to help you to understand how Operational Technology key entities work with the core Common Service Data Model (CSDM) framework. Operational Technology Manager : Creates the foundational data and relationships that enable your enterprise to use the Operational Technology solution. For more information, see [Operational Technology Manager](https://www.servicenow.com/docs/1MVfNbKxG9cy_4aVyxPImA "The Operational Technology Manager application creates the foundational data and relationships that enable your organization to use the ServiceNow Operational Technology solution. Operational Technology Manager supports the use of the Configuration Management Database (CMDB), Service Graph Connectors, and Discovery applications in the ServiceNow AI Platform."). Industrial Process Manager : Enables you to create the ISA-95 Equipment Model data foundation that is required for the Operational Technology solution. For more information, see [Industrial Process Manager](https://www.servicenow.com/docs/9Zf0CzRMffGJ032T~aqsEQ "Use the Industrial Process Manager application to create the ISA-95 Equipment Model data foundation that is required for the ServiceNow Operational Technology solution. The Industrial Process Manager enables you to create your own version of the equipment models in each of your sites."). Operational Technology Discovery : Enables you to discover and map OT devices and assets in your operational technology environment. For more information, see [Operational Technology Discovery](https://www.servicenow.com/docs/joAS_VhWBmzpoZCQRw15Mg "You can use the Operational Technology Native Discovery solution to amplify the visibility of devices in your OT environment. You can also use the IT Discovery for Operational Technology (OT) Networks function to discover IT class OT devices."). Operational Technology Vulnerability Response : Enables effective prioritization and remediation of OT device vulnerabilities at the site level. For more information, see [Operational Technology Vulnerability Response](https://www.servicenow.com/docs/WN6UeHYyezPhnfEG0tZRzQ "Operational Technology Vulnerability Response enables effective prioritization and remediation of OT device vulnerabilities at the site level. By leveraging the CMDB relationships of OT devices, vulnerable devices or items can be prioritized based on the criticality of the production process they automate."). Operational Technology Incident Management : Enables engineers to quickly resolve OT device and production process issues. For more information, see [Operational Technology Incident Management](https://www.servicenow.com/docs/R3~nkZ1fm8~LIMWZyXFpTg "Operational Technology Incident Management enables manufacturers to manage OT device incidents from open to closure."). Operational Technology Change Management : Enables your organization to implement changes to OT devices and production processes. For more information, see [Operational Technology Change Management](https://www.servicenow.com/docs/GRdJHdEc9SdJ4BHKTIwkWA "The ServiceNow Operational Technology Change Management application enables your organization to implement changes to Operational Technology (OT) devices and production processes."). Operational Technology Knowledge Management : Enables your organization to capture information about your OT system in knowledge articles that are related to OT incidents. For more information, see [Operational Technology Knowledge Management](https://www.servicenow.com/docs/tJJRxA9xf4tIC9ZglKNjsw "ServiceNow Operational Technology Knowledge Management can help you collect, organize, and share knowledge about your Operational Technology (OT) system, its devices, and the resolved incidents within your organization."). Operational Technology Request Management : Enables you to access the OT Service Catalog to request OT catalog items and fulfill them based on the defined flows. OT workers can then create and submit an OT request from a catalog item, which helps provide a consistent experience and facilitates cross-functional requests. For more information, see [Operational Technology Request Management](https://www.servicenow.com/docs/wVw_5ipm3ycPZotzM2UxVA "Operational Technology Request Management lets you request catalog items and fulfill them based on the defined flows."). Recommended Actions for Operational Technology Service Management (OTSM) : Allows you to set up and apply real-time actionable recommendations for speeding up the triaging process and resolving issues quickly across various records in the Industrial Workspace, including OT incidents. For more information, see [Recommended Actions for Operational Technology Service Management (OTSM)](https://www.servicenow.com/docs/jq65jnqk3zfsYE4lyGbymQ "Recommended Actions for Operational Technology Service Management (OTSM) allows you to set up and apply real-time actionable recommendations for speeding up the triaging process and resolving issues quickly across various records in the Industrial Workspace, including Operational Technology (OT) incidents."). AI Enhanced Recommended Actions for Operational Technology Service Management (OTSM) : Accesses external sources related to an OT incident, and contextualizes how the document is relevant to the incident. For more information, see [AI Enhanced Recommended Actions for Operational Technology Service Management (OTSM)](https://www.servicenow.com/docs/WPlNE_ChXNo6n8tRV~Om~w "The AI Enhanced Recommended Actions for Operational Technology Service Management (OTSM) feature accesses external sources related to an Operational Technology (OT) incident, and contextualizes how the document is relevant to the incident."). Employee Center for OT : Provides a central location where you can submit requests related to OT and industrial services. For more information, see [Employee Center for OT](https://www.servicenow.com/docs/i~f5O2HudCZ6F_SGOx_CYA "The Employee Center for Operational Technology (OT) is a central location where you can submit requests related to OT and industrial services."). Industrial Workspace : Provides OT users with the tools they need to manage their OT data. For more information, see [Industrial Workspace](https://www.servicenow.com/docs/g7SsnkWxoFYJCHY5_FuPZg "The Industrial Workspace is a user interface that provides Operational Technology (OT) users with the tools they need to manage their OT data."). * **[Operational Technology and CSDM tables](https://www.servicenow.com/docs/7j6kYBsB90uSCfqvw~xc~A)** Operational Technology manages and uses CSDM tables. Several ServiceNow products benefit from and add value to Operational Technology. * **[Operational Technology Manager use case](https://www.servicenow.com/docs/95q8FqJdGzcCXgsQG2P6NA)** The Operational Technology Manager use cases are described in this section. * **[Operational Technology and CSDM elements](https://www.servicenow.com/docs/A~skplEU8tZl4zPoHdCAsQ)** Terms related to managing business applications with elements of CSDM. * **[Operational Technology FAQ](https://www.servicenow.com/docs/xViptpmAnYdmMqZ05vGovQ)** You might have questions while implementing the CSDM framework.