Implementing the CSDM framework for Operational Technology
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Summary of Implementing the CSDM framework for Operational Technology
Implementing the Common Service Data Model (CSDM) framework for Operational Technology (OT) ensures consistent accuracy in reporting and analytics, enabling effective management of your OT environment. The implementation should be completed in stages to align with best practices and organizational needs. This framework integrates key OT entities with the core CSDM, supporting comprehensive lifecycle management of OT devices and production processes.
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Key Features
- Operational Technology Manager: Establishes foundational data and relationships critical for leveraging the OT solution across your enterprise.
- Industrial Process Manager: Creates the ISA-95 Equipment Model data foundation essential for OT management.
- Operational Technology Discovery: Discovers and maps OT devices and assets to maintain an accurate environment overview.
- Operational Technology Vulnerability Response: Prioritizes and remediates OT device vulnerabilities at the site level.
- Operational Technology Incident Management: Facilitates rapid resolution of OT device and production process issues.
- Operational Technology Change Management: Enables controlled implementation of changes to OT devices and processes.
- Operational Technology Knowledge Management: Captures and relates knowledge articles to OT incidents for informed troubleshooting.
- Operational Technology Request Management: Provides access to the OT Service Catalog for consistent request submission and fulfillment workflows.
- Recommended Actions for OTSM: Applies real-time recommendations to accelerate triaging and resolution in the Industrial Workspace.
- AI Enhanced Recommended Actions for OTSM: Contextualizes external sources related to OT incidents to enhance decision making.
- Now Assist for OTSM and OTM: Offers AI-driven summarization and process streamlining for incident management and OT device data handling.
- Employee Center for OT: Centralizes OT and industrial service requests for employees.
- Industrial Workspace: Provides OT users with tools to efficiently manage OT data within ServiceNow.
Key Outcomes
By implementing the CSDM framework for Operational Technology, ServiceNow customers can expect:
- Improved data accuracy and consistency across OT assets and processes.
- Enhanced visibility into OT device lifecycle and relationships.
- Streamlined vulnerability management and incident response for OT environments.
- Efficient change and request management tailored to OT needs.
- Access to AI-driven insights and recommendations that accelerate issue resolution.
- A unified platform experience through the Industrial Workspace and Employee Center for OT.
This framework integrates seamlessly with core CSDM tables and benefits from complementary ServiceNow products, enabling a comprehensive OT service management solution.
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).
- Now Assist for Operational Technology Manager (OTM)
- Helps streamline processes in the Industrial Workspace related to your OT device data. For more information, see Now Assist for Operational Technology Manager (OTM).
- 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.