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 enterprise needs.
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Key Features
- Operational Technology Product View: Provides a structured understanding of how OT key entities integrate with the core CSDM framework to manage OT devices and production processes throughout their lifecycle.
- Operational Technology Manager: Establishes foundational data and relationships critical for leveraging the OT solution within your enterprise.
- Industrial Process Manager: Facilitates the creation of ISA-95 Equipment Model data, forming a necessary foundation for OT management.
- Operational Technology Discovery: Enables discovery and mapping of OT devices and assets within your environment, improving visibility and control.
- Operational Technology Vulnerability Response: Supports prioritization and remediation of OT device vulnerabilities at the site level to enhance security.
- Operational Technology Incident Management: Helps engineers swiftly resolve issues related to OT devices and production processes.
- Operational Technology Change Management: Assists in managing and implementing changes to OT devices and processes.
- Operational Technology Knowledge Management: Captures and relates knowledge articles to OT incidents for improved information sharing.
- Operational Technology Request Management: Provides access to the OT Service Catalog for requesting and fulfilling OT catalog items, facilitating consistent and cross-functional request handling.
- Recommended Actions for OTSM: Offers real-time actionable recommendations to accelerate triaging and resolution of OT incidents and related records.
- AI Enhanced Recommended Actions: Utilizes external sources to contextualize OT incident information and improve resolution accuracy.
- Now Assist for OTSM and OTM: Streamlines incident resolution and OT device data management by summarizing incident information and automating workflows.
- Employee Center for OT: Centralizes submission of requests related to OT and industrial services, enhancing user experience.
- Industrial Workspace: Provides OT users with comprehensive tools to efficiently manage OT data within their workspace.
Operational Technology and CSDM Tables
The CSDM framework manages OT data using specific tables that are leveraged and enriched by various ServiceNow products, adding significant value to the OT solution.
Practical Use
By following this framework, ServiceNow customers can expect to:
- Achieve accurate and consistent OT data management aligned with enterprise standards.
- Improve visibility into OT assets and processes, enhancing operational control and security.
- Accelerate resolution of OT incidents through integrated knowledge and AI-powered recommendations.
- Streamline change, vulnerability, and request management processes for OT environments.
- Provide OT workers and stakeholders with a unified and efficient workspace tailored to their roles.
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 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.