Implementing the CSDM framework for Operational Technology
Summarize
Summary of Implementing the CSDM framework for Operational Technology
Implementing the Common Service Data Model (CSDM) framework for Operational Technology (OT) enables consistent, accurate reporting and analytics to effectively manage your OT environment. The implementation should be completed in stages to ensure a structured adoption aligned with best practices.
Show less
The CSDM framework integrates OT key entities with core data modeling standards, facilitating better management of OT devices and production processes across their lifecycle.
Operational Technology Product View
The product view outlines key modules designed to support different aspects of OT management within the ServiceNow platform:
- Operational Technology Manager: Establishes foundational OT data and relationships for enterprise-wide use of the OT solution.
- Industrial Process Manager: Enables creation of the ISA-95 Equipment Model, foundational for OT data structure.
- Operational Technology Discovery: Automates discovery and mapping of OT devices and assets.
- Operational Technology Vulnerability Response: Prioritizes and remediates OT device vulnerabilities at the site level.
- Operational Technology Incident Management: Supports rapid resolution of OT device and production process issues by engineers.
- Operational Technology Change Management: Facilitates controlled changes to OT devices and production processes.
- Operational Technology Knowledge Management: Captures and relates knowledge articles to OT incidents for informed support.
- Operational Technology Request Management: Provides an OT Service Catalog enabling users to submit and fulfill OT-related requests consistently.
- Recommended Actions for OT Service Management (OTSM): Delivers real-time, actionable recommendations to accelerate issue triaging and resolution within the Industrial Workspace.
- AI Enhanced Recommended Actions for OTSM: Leverages external sources to contextualize OT incident relevance and assist resolution.
- Now Assist for OTSM: Summarizes OT incident details and generates resolution notes to improve user understanding and expedite fixes.
- OT Manager Foundation: Streamlines OT device data processes within the Industrial Workspace.
- Employee Center for OT: Centralizes submission of OT and industrial service requests.
- Industrial Workspace: Provides OT users with tools to manage OT data effectively.
Operational Technology and CSDM Tables
OT management relies on CSDM tables, integrating with several ServiceNow products to enhance OT data handling and operational workflows.
Operational Technology Manager Use Case
This use case demonstrates how the Operational Technology Manager module supports foundational OT data and relationship management within the CSDM framework.
Additional Resources
For detailed guidance, customers should refer to the specific documentation for each OT module and follow the recommended staged implementation approach. A FAQ section is available to address common questions encountered during CSDM framework implementation for OT.
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
You must complete the implementation for the CSDM framework in stages. For more information, see Implementing the CSDM framework in stages.
Operational Technology product view
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.
- 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.
- 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.
- 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.
- Operational Technology Incident Management
- Enables engineers to quickly resolve OT device and production process issues. For more information, see Operational Technology Incident Management.
- Operational Technology Change Management
- Enables your organization to implement changes to OT devices and production processes. For more information, see Operational Technology Change Management.
- 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.
- 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.
- 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).
- 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).
- Now Assist for Operational Technology Service Management (OTSM)
- Enables you to summarize the OT incident information and generate incident resolution notes. You can enable your users to understand the context so that they can implement quicker resolutions. For more information, see Now Assist for Operational Technology Service Management (OTSM).
- Operational Technology (OT) Manager Foundation
- Helps streamline processes in the Industrial Workspace related to your OT device data. For more information, see Operational Technology (OT) Manager Foundation.
- 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.
- Industrial Workspace
- Provides OT users with the tools they need to manage their OT data. For more information, see Industrial Workspace.