Jumpstart Your CSDM for Service Operations
Summarize
Summary of Jumpstart Your CSDM for Service Operations
"Jumpstart Your CSDM for Service Operations" is an accelerator designed to help organizations understand and implement the core data needed to build and mature a service-aware Configuration Management Database (CMDB) aligned with the Common Service Data Model (CSDM). It focuses on defining and populating essential data related to business and technical services, their service offerings, and dependent Service Instances (Application Services). This foundation supports successful deployment of IT Service and IT Operations products by aligning with CSDM best practices.
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The accelerator is available in Impact Guided, Guided+, Advanced, and Total packages and is recommended to be used after completing the foundational Jumpstart Your CSDM accelerator.
What You Get
- Session Preparation: A Technical Accelerator Consultant provisions a temporary ServiceNow instance.
- Customer Coaching Session #1 (up to 1.5 hours): Provides an overview of required data for IT Service and Operations products, demonstrates data population with real-world examples, and grants 30 days access to the temporary instance.
- Customer Coaching Session #2 (Optional, up to 1 hour): Offers a Q&A session focused on CSDM for Service Operations as requested by the customer.
Customer Roles and Responsibilities
Successful implementation involves collaboration among several customer roles, each with specific responsibilities:
- Platform Owner: Oversees the ServiceNow platform, ensures team alignment with business strategy, and governs the platform.
- ServiceNow and CMDB Administrator(s): Maintain platform stability, manage support, and deliver configuration tasks.
- Process Owner(s): Accountable for defining and maintaining business process implementations within ServiceNow.
- Enterprise Architect(s): Align technical strategy with business goals and guide IT frameworks and governance.
- CMDB Manager: Facilitates configuration processes, ensures CSDM data alignment, and manages CMDB data integrity.
- Application or Product Owner(s): Maintain and govern specific applications or products within ServiceNow.
- Service Owner: Accountable for end-to-end delivery and quality of business or technical services.
- Executive Sponsor(s): Set vision, communicate engagement direction, participate in governance, and remove implementation roadblocks.
- Trusted Service Partners: Participate in coaching sessions to understand best practices and potentially support ongoing customer needs.
Practical Benefits for ServiceNow Customers
This accelerator enables customers to:
- Establish a robust, service-aware CMDB foundation aligned with CSDM leading practices.
- Effectively support both business-facing and technical service operations with accurate and structured data.
- Accelerate adoption and successful implementation of IT Service Management and IT Operations solutions.
- Gain expert guidance and hands-on coaching with real-world examples and access to a temporary ServiceNow instance for practice.
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. | ✓ |