Common Service Data Model (CSDM) Assessment - Business Services (Run) - Advanced

  • Release version: Zurich
  • Updated July 31, 2025
  • 4 minutes to read
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    Summary of Common Service Data Model (CSDM) Assessment - Business Services (Run) - Advanced

    The Common Service Data Model (CSDM) Assessment for Business Services (Run) - Advanced is an Accelerator designed for ServiceNow Impact Advanced package customers. It offers a comprehensive evaluation and guidance on the maturity of your CSDM implementation focused on Business Services, Business Service Offerings, Request Catalog Items, and the Business Service Portfolio. The service includes collaboration with ServiceNow CSDM Subject Matter Experts and tailored content to help align your organization’s CSDM practices with industry leading standards.

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    Key Features

    • Structured Customer Sessions: The initiative is conducted through multiple sessions led by a Platform Architect, including:
      • Introductory session to set expectations, review objectives, and explain CSDM framework basics.
      • Customer Current State Working Session to discuss your existing CSDM Business Services and related elements.
      • Recommendation session to review tailored best practice guidance and discuss next steps.
      • Optional follow-up session for Q&A regarding guidance and execution.
    • Assessment and Analysis: Your organization completes a CSDM Business Services self-assessment and intake questionnaire prior to sessions. The Platform Architect analyzes these inputs to provide personalized recommendations.
    • Deliverables: Workshop slides, self-assessment results, and recommended next steps are provided to guide your CSDM Business Services maturity improvement.
    • Customer Role Engagement: The assessment requires active participation from multiple customer roles such as CSDM Champion, Platform Owner, Platform Administrator, Enterprise Architect, Business Service Owner(s), Business Service Portfolio Owner, and optionally CMDB Manager, Security Administrator, and others to ensure comprehensive coverage.

    Customer Responsibilities

    Key roles are outlined with responsibilities to ensure successful assessment outcomes:

    • CSDM Champion/Sponsor: Advocates for CSDM adoption at the executive level.
    • Platform Owner and Administrator: Responsible for overall platform leadership and daily management.
    • Enterprise Architect Lead and CSDM Data Modeler: Manage architecture strategy and data accuracy.
    • Business Service Owners and Portfolio Managers: Own services and portfolios, monitor performance, and maintain data integrity.
    • Optional roles include CMDB Manager, Security Administrator, Technical Governance Lead, Master Services Provider, Business Process Owners, and Application Owners to support specialized areas.

    Pre-requisites and Required Information

    • Completion of foundational CSDM assessments for Foundation Data, Application Services, and Technical Services.
    • Submission of the CSDM Assessment Intake Questionnaire and Business Services Self-Assessment at least one week before the working session.
    • Availability of current CSDM data model documentation such as Impact Plan, Architecture Blueprint, Capability Maps, and Product Adoption Roadmap.

    Scope and Exclusions

    This Accelerator focuses specifically on Business Services (Run) maturity and does not cover:

    • CMDB technical assessments or troubleshooting
    • Discovery or configuration item assessments
    • High-level or detailed CSDM model design and review
    • Catalog taxonomy or hierarchy design
    • Service Mapping troubleshooting
    • Technical governance process detailed reviews

    Benefits for ServiceNow Customers

    Engaging in this assessment accelerates your organization’s ability to effectively configure and manage Business Services and related CSDM elements. It provides clarity on your current CSDM maturity, actionable recommendations to align with best practices, and a clear roadmap for advancing your service portfolio governance. Active stakeholder involvement ensures that your CSDM implementation supports your overall platform strategy and business objectives.

    This Accelerator provides an assessment and guidance for CSDM Run maturity, including Business Services, Business Service Offerings, Request Catalog Items, and (Business) Service Portfolio.

    Overview

    Common Service Data Model Assessment – Business Services (Run) - Advanced provides Impact customers with an assessment and guidance based on leading practices related to the CSDM Business Services, Business Service Offerings, Request Catalog Items, and Service Portfolio framework elements. Interactions with  ServiceNow CSDM Subject Matter Experts and personalized content on CSDM for your organization are included.

    For more information on the CSDM, see Common Service Data Model.

    Note:
    This Accelerator is available for the Impact Advanced package.

    What You Get

    The Accelerator activities are led by your Platform Architect.

    Introductory Customer Session (up to 240 minutes)
    • Review initiative approach and set expectations on process and depth of deliverable
    • Review your objectives for the initiative
    • Communicate expectations for participation
      Note:
      The CSDM Business Services Assessment initiative requires active customer participation, and may require inclusion of a variety of customer roles to address the breadth of the CSDM Business Services support across your organization.
    • High level review of the CSDM framework and review of the basics of CSDM Business Services, Business Service Offerings, Request Catalog Items, and Business Service Portfolio (Run maturity)
    • Request completion of your intake questionnaire, CSDM Business Services self-assessment, and provide any other requested inputs
    Customer Current State Working Session (up to 180 minutes)
    • Discuss CSDM Business Services current state, which also includes Business Service Offerings, Request Catalog Items, and Business Service Portfolio
    • Review leading practices content
    CSDM Self-Assessment Analysis
    Your Platform Architect reviews and analyzes your intake questionnaire, CSDM self-assessment, and information gathered to prepare recommendations
    Customer Recommendation Session (up to 120 minutes)
    • Review leading practices content
    • Review and discuss your tailored recommendations to enable you to best configure your Business Services and related elements
    • Discuss possible next steps for execution and measurement
    Follow-up Customer Session (optional upon Customer request (up to 60 minutes)
    Opportunity for Questions and Answers related to the guidance provided and next steps
    CSDM Deliverables
    • Workshop slides
    • CSDM self-assessment on CSDM Business Services
    • Recommended next steps

    Requested Customer Resources

    Table 1. Customer resource and responsibilities
    Customer Resource  Responsibilities 
    CSDM Champion / Sponsor (Required) Executive sponsor advocating for CSDM across the entire organization.
    Platform Owner (Required) Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform.
    Platform Administrator (Required) Responsible for the day-to-day administration of ServiceNow platform.
    Enterprise Architect Lead (Required) Responsible for overall enterprise architecture, strategy, and governance.
    CSDM Data Modeler / Manager (Required)

    Maintains the accuracy and integrity of the CSDM, works with teams to certify data.
    Business Service Owner(s) / Manager(s) (Required)

    Owns the business service and offerings. Monitors service performance, drives service changes, keeps service data up to date for those services, e.g., IT Service Management, Human Resources, Customer Service Management, Financial Management, Field Services, or Facilities.

    Service Owner: Strategic role involved in the ownership of services. Typically this person is at the director-level within IT and has end-to-end accountability for a given service and its offerings through the full life cycle. Not heavily involved in the day-to-day operations of the service.

    Service Manager: Operational role involved in the management of a service. Typically this person is at the director-level within IT and is responsible for the day-to-day delivery and operation of a service.
    Business Service Portfolio Owner / Manager (Required)

    Oversees a portfolio of services. Monitors performance of entire portfolio.

    Portfolio Owner has overall authority, typically at the CIO level.

    Portfolio Manager is the operational role involved with the overall administration of a portfolio.
    CMDB Manager (Optional) Maintains the accuracy and integrity of the CMDB, works with teams to certify data.
    Technical Governance Board Lead (Optional) Leads the technical governance board that establishes policies and procedures for data, security, development, change, and release.
    Security Administrator (Optional) Responsible for installing, administering, troubleshooting security capabilities and configuration that complies with Technical Governance guidance. Promotes adherence to security policies and procedures.
    Master Services Provider/Vendor Lead (Optional) Include if customer is using a 3rd party development partner, and that partner is involved in design and/or development of applications and/or services leveraging CSDM framework capabilities.
    Business Process Owner(s) (Optional) Owns the process(es) related to the business service. Defines process flow, with emphasis on those processes that are dependent upon the business service. Examples include: IT Service Management Incident Process Owner, IT Service Management Change Process Owner, Customer Service Management Case Process Owner, Field Service Management Work Order Process Owner.
    Application Owner(s) (Optional)

    For application portfolio management purposes, owns the application that underpins the business service.

    Owns the application in the CSDM Design domain (Enterprise Architecture)

    Pre-requisites

    The completion of the following Accelerators:

    Requested Information / Access

    • CSDM Assessment Intake Questionnaire and CSDM Business Services Self-Assessment completed by the Customer at least one week in advance of the Customer Working Session (to be provided by the ServiceNow team)
    • Current CSDM Data Model
    • Impact materials, such as the Customer Impact Plan, Architecture Blueprint, Objectives and outcomes, Capabilities Maps, and Product Adoption Roadmap

    Exceptions

    This Accelerator does not include the following:
    • CMDB assessment
    • Discoverable Configuration Items (e.g., servers, mobile devices, software, etc.)
    • High level CSDM model design assistance
    • Detailed CSDM model design review
    • Assessing CSDM Foundation Data, Application Services, or Technical Services
    • Designing your Services model or design review of your Services model
    • Designing your Catalog, such as the hierarchy or taxonomy, or design review of your Catalog
    • Technical troubleshooting of current implementation of CSDM framework
    • CSDM technical remediation
    • Service Mapping troubleshooting
    • Detailed review of technical governance processes