CSDM Workshop

Getting started with the basics of populating your data

Speaker Name
Month Year
Asset Number:0001564
Objectives
Workshop objectives and approach

Objectives Approach

• To present ServiceNow’s Common Service • Learn high level concepts

Data model, best practice in gathering,
• Walk through data population methods in
modeling and population of the service and
the platform by persona
product related data within the ServiceNow
platform. • Model data in provided tools
• Provide demo of example data
• Side by Side data modeling sessions

© 2023 ServiceNow, Inc. All Rights Reserved

CSDM
Overview
Common Service Data Model

Common Service Data Model

A standard and shared set of A recommended standard

service-related definitions across CMDB Data Model across our
our products and platform that will products and platform that will
enable and support true service enable and support multiple
level reporting. configuration strategies.

© 2023 ServiceNow, Inc. All Rights Reserved.

CMDB and a Common Data Model

Larger digital product and services

Made up from a collection of CIs and Foundational Data

Business
Technical
Business Business Applications
Relationships Technical Service
Service Services Services
Offerings Common Service Data Offerings

Application
Foundation Data Services Infrastructure
Reference Data
s

Groups Product Users Relationships

Network Gear Applicatio Printer
Contracts Models
Company Processes Servers ns
Application s
End Points
Business Databases Service
Cloud
Units Resources
Departments
Locations Dynamic CI groups

© 2023 ServiceNow, Inc. All Rights Reserved.

Using a Data Model - Outcomes
Description
SDLC Design
A single and unified data model used by ServiceNow platform
applications to provide a consistent and holistic view that spans both Data
upstream and downstream functions from Application Portfolio
Management, Incident Management and Digital Product and Service
Management. Model
Problems it solves
Disparate data model across the applications in the platform limits
the machine learning capabilities and the inability to expand to a Manage Consume
single system of action.

Outcomes

Rationalization - Determine how well an enterprise application is performing in

Application Portfolio Management (ITBM)
Outage reduction – Identify affected business services quickly (ITSM and Event
Management) Support Processes Products Locations Company
Users
Reporting – Consistent and reliable information about your services and digital Groups Models Business Units
products (Service Management) Departments
Governance, Risk and Compliance - Align business processes to reduce risk and
assure compliance Foundational Data

© 2023 ServiceNow, Inc. All Rights Reserved

Connecting Business With a Common Set of
Data on People, Process, Technology is the
Path Forward
Business
Run IT as part of business and measured on business value and ROI

Common Data
Customer

Service
End-to-end Service offering that entail People, Process and Technology to
serve a business need

People Process Technology

© 2023 ServiceNow, Inc. All Rights Reserved

 Strong Data Foundation value across the
enterprise
Critical
Product for managing digital products and services
Family IRM
ITSM ITOM ITAM APM SecOps DevOps CSM (GRC)
Value of Very Very
CMDB Critical High Critical High Critical High
Critical Critical
Change mgmt. Visibility across Accurate Rationalization Prioritization of Automated Visibility across Ensures quality
environment license of enterprise vulnerabilities DevOps customer data used for
True service positions applications based on change environment integrated risk
Benefits level reporting System business management
health and Visibility across Visibility into Accurate management
criticality
of a Remove availability operational tech debt and Link between response
mature semantic and financial software Faster incident configuration to incidents
disparity Map issues Healthy,
CMDB & data obsolescence isolation and changes and
to business trusted data
response impacted
CSDM services for configuration is critical for
Framewo prioritization End-to-end risk items (CIs) audit scoping
visibility risk, business
rk continuity,
vendor
management

Reduction in
Elimination software license Reduced Accurately
Reduction in Reduction in
of service fines that can duplication of identify audited
Key tickets time to
outages run in the enterprise Automated Customer
remediate entities
Metrics Reduction in millions applications change satisfaction
Reduction in priority one Reduce audit
MTTR and reduction
MTTR Reduction in vulnerabilities effort and time
of tech debt
failed audits

© 2023 ServiceNow, Inc. All Rights Reserved.

 Data maps across the platform
Consumer Layer

Business
Applications Incidents Innovation Strategies

Demand Request Project

Application
PRO PRO
Services D
DEV TEST
D
DEV TEST Service
Mapping
Discovery Event
Monitoring
IT Layer

EME APA PRO Reduce Change

US
A C
DEV TEST SLAs Management
D MTTR

Infrastructure
(Servers, Networks, Software
etc.) Load
Server Router Databases Firewalls Software
s s Balancers
Asset Mgmt Workflows Security

© 2023 ServiceNow, Inc. All Rights Reserved.

CSDM high level use cases

Consum
Design
Design Design Manage
Design
e

• Understand CIs related to business • Understand services, ownership, cost, • Understand services, service offerings,
application and related capabilities to scope of what is offered and request service support and all relationships to
identify redundancies, monitor costs access to the services underlying configuration Items
and make better investment decisions
around roadmap • Report on aggregated Service • Determine the impact of an incident or
performance for a Service Portfolio change, the causal CIs, who the
• Support investment decisions by consumers are
identifying all end-of-life software for a • View the Service dependencies on
business application underlying technology and technology • Manage service commitments, and
services monitor/report the availability of a
• Identify the number of at-risk technical service
applications supporting critical services • Be aware of upcoming impacts and
(which need to undergo application changes on supporting technology • Roll up alerts for technology
assessment) components to have insight into events
for critical Technical Services (including
• Determine where to design security security vulnerabilities)
controls for applications and
technology sharing sensitive data (PII, • Understand the costs to run technical
PCI DSS, HIPAA) services

© 2023 ServiceNow, Inc. All Rights Reserved.

Common Service Data Model
Domains
Foundation
Design
Build
Manage Technical Services
Sell / Consume

DESIGN
BUILD Business Enterprise
Capability
Architect
SDLC
SDLC
Component
SDLC Business Information Application
Component
Component Application Object Owner
Teams

MANAGE
PORTFOLIO
Technical
Business
Consumer Consumer

MANAGE
TECHNICAL SERVICES Request Service Owner
Catalog Request Business
Item Application Catalog Item Relationship
Service Manager

Application Technical Business Customer

Technical Business
Service Service Service
Service Service
Service Offering
Owner Offering Application Manager
(Delivery) Server
Technology
Service Owner Technical Dynamic IoT Service
Technical
Service CI Network Portfolio
(Infrastructure) Service
Group
Offering Gear
Configuration Items SELL / CONSUME
Technology
Service Owner Technical
Technical
(Delivery) Service
Service
Offering

FOUNDATIO
N Company
Business Products CMDB
Contracts Locations
Locations Groups Users Life Cycle
Process (Models) Group Locations Business
Unit
Process Contract Product Data
Owner Manager Owner Steward Department

© 2023 ServiceNow, Inc. All Rights Reserved

Common Service Data Model Definitions Foundation
Business Process: A method of related steps that
stakeholders take to achieve a business goal.
CMDB Group: A collection of CIs based on the results of
saved Query Builder queries, encoded queries, or manual
entries.
Product Models: Specific versions or configurations of
products used for managing and tracking through various
ServiceNow platform applications.
Contracts: Contracts contain detailed information such as
contract number, start and end dates, active status, terms
and conditions statements, documents, renewal
information, and financial terms.
Common Data: Shared data that is prevalent throughout
the Now Platform.
Lifecycle: The Life Cycles are standard fields and values
for tracking life cycle stages and stage statuses for
Products, Assets, Contracts, CIs, Locations, and more.
Design
Business Capability: A high level capability required by
the organization to execute its business model.
Business Application: A purchased, or internally
developed application used to support a business
capability.
Information Object: Describes the type of data that is
being interchanged between the business application and
the database serving it.
Build
SDLC Component: The SDLC Component is a
configuration item that represents a unique development
effort.
Manage Technical Services Sell / Consume
Application Service: Logical representation of a deployed system or application stack. Service Portfolio: Hierarchical categorization of business services (Products & Services) that
Technical Service: Published to service owners and typically underpins one or more business define strategic business value and facilitate the management of their life cycle.
services. A Technical Service may have an operational view made up of one or more Technical Business Service: Published to business users and it typically underpins one or more business
Service Offerings. capabilities. Business services are often orderable by business users. Business users are able to
Technical Service Offering: Stratification of the Technical Service into options, including select the desired offering and service commitment levels via a Service Catalog.
localization/geography, environment, pricing, availability, capability, support group (INCIDENT), Business Service Offering: Stratification of the Business Service into options, including
technical approval group (CHANGE) and packaging options. localization/geography, pricing, availability, capability, criticality, business approval group
Dynamic CI Group: a dynamic grouping of configuration items (Cis), based on results of CMDB (CHANGE), and packaging options.
Groups queries. Request Catalogue: Consumable catalogue view of available business & technical products,
Configuration Item (CI): Physical and logical components of an infrastructure that are currently, services, service commitment options, and offerings.
© 2023 ServiceNow, Inc. All Rights Reserved
or soon will be, under configuration management.
 Domain

CSDM and CMDB Tables and Relationships

Design
Build
Manage Technical Services
Sell / Consume

CSDM Related Tables CSDM Relationships

Conceptual Model Physical Model From Relationship To
Business Capability cmdb_ci_business_capability Business Capability Provided by
Business Application
Business Application cmdb_ci_business_app Business Capability Provided by
Business Service
Information Object cmdb_ci_information_object Uses
Business Application Information Object
*SDLC Component cmdb_sdlc_component uses reference attribute
Business Application Business Application
cmdb_ci_service_technical Contains
Technical Service “Service Classification” = Technical Service Business Application SDLC Component
Contains
Technical Service service_offering
*SDLC Component Application Service
Offering “Service Classification” = Technical Service
Consumes
cmdb_ci_service_auto: Business Application Application Service
For Manual & Service Mapping: Depends on/sends Data To
cmdb_ci_service_discovered Application Service Application Service
Application Service
Query Based: cmdb_ci_query_based_service Application Service
Depends on
Application
Tag Based: cmdb_ci_service_by_tags
“Service Classification” = Application Service Runs on
Application Infrastructure CIs
cmdb_ci_query_based_service uses reference attribute Technical Service
Dynamic CI Group “Service Classification” = Technical Service Technical Service
Offering
Application cmdb_ci_appl Technical Service Contains
Application Service
Offering
Infrastructure CIs * - various Technical Service Contains
Dynamic CI Group
Offering
Service Portfolio service_portfolio (not a CMDB CI) Uses related list
Dynamic CI Group Infrastructure CIs
cmdb_ci_service_business
Business Service uses reference attribute
“Service Classification” = Business Service *Service Portfolio Business Service
Business Service service_offering uses reference attribute Business Service
Offering “Service Classification” = Business Service Business Service
Offering
Business Service Depends on
*Request Item Catalog sc_catalog (not a CMDB CI) Application Service
Offering

Not in the
CMDB © 2023 ServiceNow, Inc. All Rights Reserved.
Optional
 CSDM Relationships
Application
Portfolio Service Provides :: Provided by
Business Capability
Provides :: Application
Provided by
Contains :: Contained by Service Business Service
Provides :: Provided by Technical Service
SDLC
Compone Business Service
nt Application Depends
Offering
Business Service
Consumes :: Application on::Use
d by
Offering
Uses :: Used by Consumed by Service
Contains:
:Containe Technical Service Offering
d by
Information Object

Depends on :: Used by
Depends on :: Used by

Non-Discoverable
Application
Infrastructure CI

Database Web Server

Software Asset Instance
MSFT SQL
Instance Email Server
Product Classification Database Catalog 1 :Man Oracle Instance Runs on :: Runs
(UNSPSC) y
DB2 Instance Application
Server
WebLogic
Discoverable Software Product
IBM WebSphere
Server
Software Model Many :Many

Discoverable
© 2023 ServiceNow, Inc. All Rights Reserved
 *CSDM use cases across the value
chain
Continuous Risk Monitoring & Management
Idea Evaluation Prioritize demands Investment Manage Delivery / Create Service & Continuous Continuous Test
Strategy & funding Financials Offer Integration
decision
Investmen Manage Define Develop Test
Ideas Demand
t Project Service Solution Solution

SN Apps
Release /
Demand Application Project *Governance, Service PPM/ Test Change Deploy
Idea Portal DevOps
Mgmt Portfolio Portfolio Risk, Compliance Portfolio Agile Mgmt Mgmt Solution
Test
Solution
CMDB/CSDM

SW/HW
Business Business Application
Service Offering Product
Capability Application Service Run Jobs
Model

Request
Information Technical Infrastructur
Catalogue Offering
Object Service e CI’s

Service
SN Apps Transition
*Vulnerabili Change
Portal Request Incident Problem Change Security Event Service Discover *Financ *SW/HW
ty
Catalogue Mgmt Mgmt Mgmt Mgmt Mgmt Mgmt Mapping y e Mgmt Asset
Mgmt

Request/
Incident
Find Reques Inciden Problem Change Incident Monito Operat Manage & Run
Events Finance
Service ts ts s s s r e the Business

Continuous Monitoring and Service Operations

Value Chain CSDM Domains
Customer © 2023 ServiceNow, Inc. All Rights Reserved
s/
Plan Build
Operat Servic Products*These products are used across the entire lifecycle at any point,
Employee Service Manage Consume however only certain use cases are indicated as part of the value chain
e e
Populating the CMDB
Logical CIs MANAGEM
• Business Applications Wizard ENT
• Application Services Driven
• Services TOOLS
CMDB
Workspace
• Service Offerings

CI Class Manager
Discoverable CIs
CMDB/CSDM
IntegrationHu CMDB
3rd-party data sources Dashboards
b
CMDB Health
View
Application Service to CI Service
mappings Mapping
Dependency
Servers, network gear, IRE Views
applications, cloud Discovery Engine
resources, etc Query Builder

Agent Client
Computers Collector Foundation data Data Manager
• LDAP
Service Graph • Active Directory
3rd party API Connectors • 3rd party

© 2023 ServiceNow, Inc. All Rights Reserved.

Process
Overview
Process Interactions Measure
gi Does this enterprise application meet the
at e
St r c capabilities of the organization and providing
oli
rtf
Po g m t value? Do I need to replace aging
Design and Build oM APM technology?
Do I need a project to replace Portfolio
aging technology? Deploy new
Mgmt
applications? Manage
Project What is the environment, technology
Portfolio Operatio and components that make this
Mgmt ns Mgmt application operate?

Common Data

Predict/Prevent
CMD Service
Operation
s
Mgmt

B
How can I predict Support
what might break before it is What service is having an
reported? What is the Event Mgmt Incident outage? Who supports this
technology service being relied Model /Change service? What changes are
on? Mgmt being made?

Digital Employee Serve

Maintain Portfolio Service What is offered to the business in the
What products are we using? What form of applications, tools and access to
product model or versions do we Mgmt do their jobs? What is our commitment
maintain? to provide this service?

© 2023 ServiceNow, Inc. All Rights Reserved

 Develop
Processes and
Governance
to manage and
maintain
data

Assign roles and

responsibilities

Define Reporting
Needs
© 2023 ServiceNow, Inc. All Rights Reserved
 Data Modeling Process – Gathering and
Populating
Prepare Gather Data Model Data Enter Data Maintain/Use Data
Step 1 Step 2 Step 3 Step 4 Step 5

Determine Approach Application Focused Application Focused Import Data Dashboards

• Service Focused • Gather list of Business • Use Data Modeling • Use Import Sets (9) • Data Foundations
• Application (IT) Focused Applications Workbook • Business • CMDB Health
• Gather list of production • Diagram data Applications • CMDB Workspace
Implementation installs • Application Services • Data Manager
• Greenfield Service Focused • Business Services
Service Focused • Business provides • Technical Services Certify and Verify
• Alignment (previous
implementation) • Gather list of Services Service Taxonomy • Business Service • Activate Data
and Applications used to • Relate services to Offerings Certification Plugin
perform those services – Applications • Tech Service
Assign Resources • Create Data
Need for Day 1 Service Offerings Certification Schedules
• Enterprise Architects • Use Data Modeling
Management • Relationship Imports
• CMDB Manager Workbook (large # of
• Consume
• Process Owners services already Create
Alignment – Legacy defined) • Contains
• SN Product Owner Reports/Dashboards
Implementation • Use Service Builder to • Depends
• SN Developer/Admin Configure Applications
• Run CMDB Health Scan create and maintain the • Incident/Change
• Use Scripts to definition for your Manual Entry
Legacy Deployments - determine impact of services • Review and test data
map and migrate the entry processes Train Data Users and
remediation
legacy life cycle values – Owners
• Remediate as needed Develop Processes and
CSDM standard values. • Use/Select
Governance
Enable plugin • Maintain/Update
• Create/Retire

© 2023 ServiceNow, Inc. All Rights Reserved

Roles,
responsibilitie
s & personas
How does the CSDM provide value to these
Personas? Roles Value CSDM Provides

Application Development Teams Provide ongoing KB articles in relation to Services, Understand change impact (upstream/downstream)
Asset Manager Licensing & entitlement for a service
Configuration Manager Assign audits to service owners, ensure services are aligned to CSDM
Enterprise Architect Drive strategic investment decisions by understanding Business capabilities
Event Analyst Prioritize critical events against critical services
Incident Response Teams Assigned ownership, and understanding a services make up
Incident, Request, Problem. Change, Drive the processes, assign and prioritize
Service Portfolio Manager Facilitate the design of Services and the capture of relevant service information
Service / Product owner Monitor service performance, drive service changes, keep service data up to date
Service Continuity and Resiliency Mgr Understand critical Services and drive DR requirements, DR planning, Testing
Service Desk Identify Services and relevant Support Groups, consume Service KM articles
Service Management Owner Drive performance insights across ITSM processes and Services
Service Operations Manager Manage the health of Services
Service Reporting Analyst Understand Services top to bottom aligned to IT processes
Service Transition Manager Ensure Services are introduced effectively into production
Solution Architect Use service information to effectively design solutions
Vulnerability & Patching Manager Prioritise critical vulnerabilities to Services to patch

© 2023 ServiceNow, Inc. All Rights Reserved

Roles and Personas - Create, Maintain and Use
the data

Service Desk

Enterprise Architect Portfolio Owner(s) Incident Manager App Service Admin CMDB Manager

Application Owner Service Change Manager Technical SMEs CI Analysts

Owner(s)
• Identifies, enters and • Owns the Service or • Uses the CI’s and related • Supports, manages • Maintains the
maintains data in digital product service-related data to and operates the accuracy and
Business Application support and maintain underpinning integrity of the CMDB
records • Creates Services services and CIs technology that the
and service services rely on • Works with various
• Aligns enterprise offerings • Supports Service SMEs to certify the
applications to Operations • Subject matter data is accurate and
capabilities and • Sets the SLAs technical experts aligned to the data
business strategy • Review/Approve Changes create change model.
• Informed of outages requests with data
• Manages technology • Maintains support from *CMDB • Creates new CIs and
portfolio lifecycle • Requests catalog processes owns the *SACM
items to be created processes
for the offerings
© 2023 ServiceNow, Inc. All Rights Reserved.
Role assignment in ServiceNow
Role Description Records Access Rights
Enterprise Architect Person(s) responsible CSDM Menu CMDB records CRUD – Business Application
[enterprise_architect] for performing the - Business CMDB Query - Business Process
Contains: analysis of business Application Builder - Business Capability
[cmdb_query_builder] structure and - Business Process Product Models - Information Object
[cmdb_editor] processes - Business Capability READ - Application Service
[itil] - Information Object CRUD – CMDB Records
[asset] Application Service CRUD – CMDB Query Builder
CRUD – Product Models
Application Owner Person(s) responsible to CSDM Menu CMDB records CRUD – Business Application
[application_owner] ensure that digital - Business CMDB Query - Business Process
Contains: products accomplish Application Builder - Business Capability
• Same as Enterprise the specified objectives - Business Process Product Models - Information Object
Architect or user requirements - Business Capability READ - Application Service
for that product - Information Object CRUD – CMDB Records
Application Service CRUD – CMDB Query Builder
CRUD – Product Models
Application Service This role can create and Self-Service Menu CMDB records CRUD – Business Applications [ITIL]*
Administrator modify application - Business Application CMDB Query CRUD – Application Services
[app_service_admin] service maps CSDM Menu Builder READ – Technical Service Offering
Contains: (cmdb_ci_service_disco Application Service Application CRUD – CMDB Records
[itil] vered) Technical Service Service Maps CRUD – CMDB Query Builder
Offering Product Models CRUD – Application Service Maps
READ – Product (Software) Models

*ITIL role can update, create until the APM application is activated.

© 2023 ServiceNow, Inc. All Rights Reserved

Role assignment in *ITIL role can update, create until the APM application is activated.

ServiceNow
Role Description
Service Administrator This role allows users to create, Self-Service Menu
Records
CMDB records
Access Rights
READ – Business Applications
[service_admin] read, update and delete services - Business Applications READ – CMDB
Contains: and offerings in any portfolio. Service Portfolio CRUD – Service Builder
[service_author] Mgmt - Service Portfolio
- Service Portfolios - Taxonomy Nodes
- Taxonomy Nodes - Services and Offerings
- Outages - Outages
- Availability - Commitments
- Commitments - Availability
Service Builder
- Services and Offerings
Service Owner Person(s) accountable for managing Self-Service Menu CMDB records CRUD – Business Applications
[service_owner] all elements that makeup a portfolio - Business Applications CMDB Query Builder [ITIL]*
Contains: throughout their entire lifecycle. - Business Process Service Builder CRUD – Business Process
[itil] These portfolios elements include - Business Capability CRUD – Business Capability
[portfolio_admin] Products, Services and Processes. Application Service READ – Application Service
[cmdb_query_builder] Service Portfolio Mgmt CRUD – CMDB Records
- Service Portfolios CRUD – CMDB Query Builder
- Taxonomy Nodes CRUD – Service Builder
- Outages - Service Portfolio
- Availability - Taxonomy Nodes
- Commitments - Services and Offerings
Service Builder - Outages
- Services and Offerings - Commitments
CSDM Menu - Availability
- Application Services

Service Editor This role provides access to read Self-Service Menu CMDB Groups READ – Business Applications
[service_editor] all layers and update services - Business Applications READ – Services and Service
they own. They do not have access Service Portfolio Mgmt Offerings
to reparent a service. The service - Services and Service Update – Delete their owned
must be assigned to them by a Offerings Services and Offerings
Service Owner or Author - Taxonomy Nodes READ CMDB Groups
- Outages

© 2023 ServiceNow, Inc. All Rights Reserved

Role assignment in ServiceNow
Role Description Apps and Records Access Rights
Service Author This role allows Self-Service Menu Service CRUD - Business Applications [ITIL]*
Contains: users to create - Business Applications Builder CRUD – Services and Offerings
[service_editor] services and Services and Service Offerings CMDB Records - Service Builder
offerings in any Application Service CMDB Groups READ – CMDB Records
portfolio. This role READ – CMDB Groups
can only update
and delete the
services and
offerings they
created.
Technology Service Owner Person(s) Self Service Menu CMDB records CRUD – Business Applications [ITIL]
[technology_service_owner] accountable for - Business Applications CMDB Query READ –Services and related offerings
Contains: managing one or CSDM Menu Builder Offerings
needs ITIL role to update, more technical Services and Service Offerings READ – Application Service
create, add technical services services throughout Application Service CRUD – CMDB [ITIL]
or offerings and application their entire CRUD – CMDB Query Builder [ITIL]
services lifecycle.
Portfolio Admin Can manage the Self-Service Menu CMDB records READ – Business Applications
Contains: Service Portfolio, - Application Service CRUD – Services and related offerings
[service_admin] related Service Portfolio Mgmt CRUD – Service Portfolios
[portfolio_editor] commitments and - Service Portfolios CRUD – Application Services
availability - Taxonomy Nodes [cmdb_ci_service table]
- Outages READ – CMDB
- Availability
- Commitments
Service Builder
- Services and Offerings
CSDM Menu
- Application Services

© 2023 ServiceNow, Inc. All Rights Reserved

 Role assignment in ServiceNow
Role Description Records Access Rights
Portfolio Admin Can manage the Service Self-Service Menu CMDB records READ – Business Applications
Contains: Portfolio, related - Application Service CRUD – Services and related offerings
[service_admin] commitments and availability Service Portfolio Mgmt CRUD – Service Portfolios
[portfolio_editor] - Service Portfolios CRUD – Application Services
- Taxonomy Nodes [cmdb_ci_service table]
- Outages READ – CMDB Records
- Availability
- Commitments
Service Builder
- Services and Offerings
CSDM Menu
- Application Services
CMDB Admin Highest level role for CMDB Self Service Menu CMDB Workspace CRUD – Business Applications
[sn_cmdb_admin] privileges. Provides full - Business Applications CMDB Records CRUD – Application Service
Contains: access to the CMDB data, CMDB Workspace CMDB Query Builder READ – CMDB Records
sn_cmdb_editor tools and UIs. Admin can set CMDB Records READ – CMDB Query Builder/CMDB
canvas_admin policies such as class CMDB Query Builder Workspace
data_manager_admin manager, app service CSDM Menu CRUD – CSDM Menu
requirement, etc that editor READ – Services and Service Offerings
cannot.

© 2023 ServiceNow, Inc. All Rights Reserved

 Role assignment in ServiceNow
Role Description Records Access Rights
Enterprise CMDB Admin Can manage the Enterprise Self Service Menu CMDB records READ – Business Applications
[ecmdb_admin] CMDB - Business Applications CMDB Query Builder CRUD – CMDB [ITIL]
Contains: cmdb_read CMDB Workspace CRUD – CMDB Query Builder [ITIL]
CMDB Workspace
Needs ITIL Role to see CI Class
Manager

CMDB Editor Highest level role for CMDB Self Service Menu CMDB records CRUD – Business Applications [ITIL]
[sn_cmdb_editor] privileges. Provides full - Business Applications CMDB Query Builder READ –Services and related offerings
Contains: access to the CMDB data, CSDM Menu CMDB Workspace Offerings
canvas_user tools and UIs. Admin can set Services and Service Offerings READ – Application Service
cmdb_read policies such as class Application Service CRUD – CMDB [ITIL]
Data_manager_user manager, app service CRUD – CMDB Query Builder [ITIL]
[sn_cmdb_user] requirement, etc that editor CMDB Workspace
cannot.

© 2023 ServiceNow, Inc. All Rights Reserved

 Roles Worksheet

Determine who will get these Role Who will fill this role?

roles: Example: Enterprise Arch Example: Bill Smith

- 1 individual can have multiple

roles

- A product owner may also be the

owner of the service

- The technical and business

owner may be the same person

Create a story or requirement to track

the access provided.

© 2023 ServiceNow, Inc. All Rights Reserved

Getting
Started
Foundational Data
Getting Started

This part of the workshop covers the basics of “getting started” with CSDM, understanding what
tables are to be populated by whom and the overall process to gathering data to determine and
support your business purposes.

This workshop material is largely version agnostic. Every organization needs to “get started.”

CSDM 4.0 covers the data tables used in the DevOps Config product. It is leading practice to
align to the basics of CSDM to set up a foundation. The CSDM Product view for DevOps Config
covers this topic more in depth for organizations that need to understand what tables are
populated and how that data connects to the other CSDM domain data tables.

The presentation “CSDM Product Views” covers the details of how CSDM is used in other
products.

© 2023 ServiceNow, Inc. All Rights Reserved

Foundational Data – New Implementation
FOUNDATION
Business Products CMDB Company
Contracts Locations
Locations Groups Users Life Cycle
Process (Models) Group Locations Business
Unit
Process Contract Product Data
Owner Manager Owner Steward Department

Common data is shared, and foundational data used throughout the Now
Platform. Contain critical referential data – support groups, users, owners,
locations, etc.

Includes the organizational structure – Company, Business Unit, Department,

Location, Groups, Users

Planned population of your common data ensures effective implementation

of ServiceNow products and features

Foundational data elements are not configuration items

Determine source of truth

Add Users through User Administration – Consider LDAP integration to allow

single sign on

© 2023 ServiceNow, Inc. All Rights Reserved.

Foundational Data – Established
Implementation Location
Hierarchy
Are trusted sources accurately populating core data tables? Users, groups, Company
locations, etc?
Business
unit

Do you have multiple data sources? Is the source notated on the location Departmen
record? t

Who maintains this data? Set the Managed by group as an attribute on the Locations
records. The “Managed by Group” governs or manages the record.
Site

Are you using location types? This is the position of the location record in the
Building/
hierarchy of locations. Structure

Validated location data (Duplicate and Primary): Flag duplicate records and
Floor
manually filter locations that are not be displayed.

Migrate to Lifecycle stage and stage status Room

© 2023 ServiceNow, Inc. All Rights Reserved.

Getting
Started
Navigating the CSDM Modules
 Enter and maintain data by persona
Service Portfolio Mgmt
Menu

Service
CSDM Menu Administrator
[service_admin]
Service Owner
[service_owner]

Enterprise
Architect
[enterprise_architect]

Application Owner
[application_owner]
Application Service
Admin
[app_service_admin] Technology Service
Owner
[technology_service_owner]
Service Administrator
[service_admin]
Service Owner
[service_owner]

© 2023 ServiceNow, Inc. All Rights Reserved

CSDM Crawl
Populate the Business Application and
Application Service Tables
 Business Application (Crawl)
Represents the tables currently used by Application Portfolio
Management (APM)
 Population methods
 Initial – Import Sets
 Ongoing – Human DESIGN Table Locations
Generated Business Enterprise
Architect Business capability
Capability
Creation/Maintenance table
[cmdb_ci_business_capability
Application ]
 Business Capability and Business Information Owner
Application Object
Information Object Business
 High Maturity/Fly Phase application table
[cmdb_ci_business_app]
during APM implementation
Information object
 Business Application table
[cmdb_ci_information_object]
 Laying the data foundation Example:
for a future APM Provide Resource Management>SAP S/4 HANA
ERP
implementation
Business Capability Business Application
 Platform alignment to CSDM
(may require migration of data)

These tables are not used in IT Service Management

or Service Operations © 2023 ServiceNow, Inc. All Rights Reserved
 Business Application Record
A purchased, or
internally developed
application used to
support a business
capability

Populate the
remaining
information in a
mature “Fly”
maturity
phase of an
APM
implementation

Start with these key pieces of Leading Practice:

Role Required: information Gather and provide this information
Enterprise from your enterprise architects or
 Name Product Owners
Architect  Application Type (off the shelf or Homegrown)
[enterprise_architect]  Architecture Type Changing choice lists may affect out of
 Install Type (Web Based, On Prem) box dashboards and reports! Careful
 Description with customization!
 IT Application Owner
 Lifecycle Stage and Status for reporting © 2023 ServiceNow, Inc. All Rights Reserved
Application Services (Crawl)
Represents the tables currently used by IT Operations/IT Service Management (Service
Operations)
Population methods
 Automated
 Configuration Items
MANAGE
TECHNICAL SERVICES
Application
 Human Generated Service

 Application Services Application

Dev
Service Owner QA
(Delivery)
 Application Service Technology Application
Table Locations
 Crawl/Walk Phase Service Owner
(Infrastructure)
Server

 Application Service
ITOM Implementations Network
Gear [cmdb_ci_service_auto]
Technology
 ITSM Implementations Service Owner Network [cmdb_ci_service_discovered]
Gear
(Delivery)
Configuration Items

 Needed for Incident/Change Configuration Items

[cmdb_ci_xxxx]
Mgmt
 Populates CI attribute
Example:
 Laying Foundation SAP S/4 HANA ERP Prod>SAP-HANA-DB
 Service Mapping
 Event Mgmt
Application Service Infrastructure CI
 Platform Alignment to CSDM

© 2023 ServiceNow, Inc. All Rights Reserved

 Application Service Record

Logical representation
of a deployed
application stack Foundational
Data used in
ITSM to route
incidents and
changes

Software Product
Model

Start with these key pieces of information

 Name
 Leading Practice:
Environment(Prod, Dev Test)
Role Required:  Model ID ((Software Model ID)
Gather and populate this
Application Service  information from your IT Operations
Description
Administrator  and Application Owners and SMEs.
IT Application Owner (should match Business
Focus on Production environments,
[app_service_admin] Application record)
 FIRST!
Support and Change Group (can be the same)
Who administrates this application today?
 Managed by group (who manages this record) © 2023 ServiceNow, Inc. All Rights Reserved
Business Application and Application Service
Relationships
How well is this Business
Application performing?
I need to “consume”
information from IT to rationalize,
Enterprise measure and act.
The Business Application Architect

consumes information Business

Application
into APM through a I assure uptime,
“Consumes” relationship availability and security of
the Application
to the Application Service deployment Consumes::Consumed by

IT
This supplies information Applicatio
n Owner(s)
to the business on how
Application
well the application is I use this record in Change
Service
Mgmt or DevOps. That
performing and way I can select the right
technology lifecycle deployment that needs a
App
change
replacement needs Administrator

Design
= Mapping Manage
Technical

© 2023 ServiceNow, Inc. All Rights Reserved

 Creating the “Consume” relationship
Leading Practice:
Model your data using diagrams,
worksheets to understand how to relate a
Platform Application to the Platform Host

Create processes and procedures to create

and maintain records!

Add the created

Business Application
to the Application
Services through a
slush bucket to
create relationship

Relationships are stored in

the [cmdb_ci_rel] table

Role Required:
Application Service
Admin [app_service_admin]
Business Application to the Application Service relationship is added
by the Application Service Admin. Working with the Application
Owner to understand how the deployed instances should be modeled
based on reporting needs. © 2023 ServiceNow, Inc. All Rights Reserved
 Manage
= Mapping

Application Service and Relationships

Technical

I create the records and

I need to see what CI’s map application services.
my application is My role is to administrate
connected so I can this in ServiceNow
The Application Service provide support
Application
depends on the I assure uptime, Service
infrastructure CIs to be availability and security of IT
Applicatio
Admin
the Application
operational. deployment
n Owner(s) App
Developer

Application
Multiple relationships are Service
created through Service I assure provide Network,
Compute, Database
Mapping Services that the
Various
relationships
Application Service
“depends” on
“Runs on” Infrastructure
Technology CI’s
Connects to” Service
“Depends on” Owner(s)
Monitored by Event
“Virtualized by”
Management
“Hosted by”
Selected in Incident and
Change Mgmt
© 2023 ServiceNow, Inc. All Rights Reserved
Mapping Application Services to CIs Leading Practice:

This is a Phase 2 activity after base

CSDM tables are populated

Mid-Maturity
Requires Service Mapping license to do
Top Down and Tag Based Mapping

Mapping connects
the Application
Services to CIs

© 2023 ServiceNow, Inc. All Rights Reserved

Creating
Services
Technical and Business Services and their
related offerings
Building Services with Service Builder
Install Service Builder
Service builder allows you to create and maintain the definition of your services
and offerings in an easy-to-use guided workflow.

• Free plugin – Install from System Definition>Plugins

• Create business and technical services

• Use provided contextual help to see examples and guidance as you create your service

• Define your services over time - you can edit, save, leave, and come back

• Publish your service and offerings when you are ready

More
• Does not require a license, it’s free! information

© 2023 ServiceNow, Inc. All Rights Reserved

 Technical Services (Walk)
Represents the tables currently used by IT Service and Operations
Management
Technical
 Population methods Consumer

 Human – Created and

MANAGE
Maintained TECHNICAL SERVICES
Request
Catalogue
Item Application
 Technical Service Service
Table Location
 Crawl/Walk Phase populated
*
Application
Technical
Service Owner Technical
Service Technical Services
during ITOM and ITSM (Delivery) Service
Offering Application
[cmdb_ci_service_technical]
Implementations Server

*
Technology
Service Owner Technical Dynamic IoT
Technical
(Infrastructure) Service CI Network
Service
 Laying Foundation Offering Group Gear
Configuration Items
Dynamic CI Group
 Portfolio Mgmt Technology [cmdb_ci_query_based_service]

 Event Management
Service Owner
(Delivery) *
Technical
Service
Technical
Service
Offering

 A Technical Service may have

an operational view made Example: Example: Example:
up of one or more Technical
Service Offerings
* Application Mgmt Services
*
Cloud Computing Services * Network Services

 Represents functional areas of Technical Service Technical Service Technical Service

IT

These tables are used to track how well a

© 2023 ServiceNow, Inc. All Rights Reserved
technical service is performing
 Service Builder – Creating a Technical Service

Role Required:
Service Admin or Owner
[service_admin]
or
Recommendation:
[service_owner] Consider following TBM Council taxonomy
for common technical or business services

© 2023 ServiceNow, Inc. All Rights Reserved

Create a Technical Service using Service
Builder

What Service is IT
performing?
o Network Services
o Application Mgmt Services
o Database Mgmt Services
o Compute/Hosting
o Cloud Compute Services
o DataCenter Services
o Storage Services

© 2023 ServiceNow, Inc. All Rights Reserved

 Add a Service Team using Service Builder
Leading Practice:
Not all organizations fill
every role, some people do
more than one. The Owned
by of a technical service
may be the director of that
IT function.

The Owned by field represents the service owner. This is the person who has
end-to-end accountability for the service. This field also provides the user
with edit access for this service.

The delegate is someone with edit access for this service who can act on
behalf of the service owner.
This field represents the service delivery manager. This person has
responsibility for the day-to-day management and delivery of this service.
The Business Relationship manager an individual who provides business
Role Required: requirements to the service owner. This person helps to define the vision,
strategy, and desired outcomes for the service and works very closely with the
Service Admin or Owner service owner.
[service_admin] The business contact can be anyone who contributes business requirements
or to the service, or who has a vested interest in the service performance.
[service_owner]
The vendor may help deliver and support this service or may simply provide
the tooling or technology needed to deliver this service.

© 2023 ServiceNow, Inc. All Rights Reserved

 Create a Technical Service without Service
Builder

Recommendation:
Consider following TBM Council taxonomy
for common technical services or IT
functional areas

This is fly maturity,

data is populated in a
Start with these key pieces of information SPM implementation
Role Required:  Name
Service Admin or Owner  Owned by
[service_admin]  Short Description
or *Services can be built from the
[service_owner] The remaining information can be expanded CSDM menu pre-Rome.
on in a “Fly” Maturity phase in a Service
Portfolio Management implementation.
© 2023 ServiceNow, Inc. All Rights Reserved
 Technical Service Offerings
Represents the tables currently used by IT Service and Operations
Management

 Population methods
 Human Generated and
Maintained
 Services and Service Offerings
*
Table Location
 Technical Service Offerings
 Crawl/Walk Phase * Tech Service Offering
[service_offering]

populated during IT
Operations and ITSM *
Implementation
 Laying Foundation for
 Portfolio Mgmt Example: Example: Example:
 Event Management SAP DB Administration Windows Administration Network Administration

 What do you “offer” to Technical Service Technical Service Technical Service

support the Application Offering Offering Offering
Services and their
underpinning CIs? © 2023 ServiceNow, Inc. All Rights Reserved
Create a Technical Service Offering – Service
Builder Animation –
Click to show
form click
again to see
completed
form in slide
1. Select or Create a Service show mode!!
2. Select Manage Offerings
3. Click New
4. Name the new offering
5. Set Criticality
6. Describe the Offering

© 2023 ServiceNow, Inc. All Rights Reserved

Add a Support Service Team to the offering

Leading Practice:
Incident, Problem and
Change Management uses
the support group to
populate the Assignment
Group on the task record

Corresponds to support group

on the Application Service

© 2023 ServiceNow, Inc. All Rights Reserved

Create a Technical Service Offering – CSDM
Menu Leading Practice:
Use the default view, in a low maturity. Click
the 3 lines. Service Portfolio view available
when you are ready to build out a service
portfolio, taxonomy note and use phases

Keep this
data
updated
References
the parent
Technical
Service

Read Only Roles:

[app_service_admin]
[technology_service_owner]

Create Roles: Navigate to CSDM Menu>Service Offering

Service Admin or Owner
or
CMDB>Service Offering
© 2023 ServiceNow, Inc. All Rights Reserved
Creating the “Contains” relationship –
Application Service

Dynamics Prod – EMEA

Dynamics Prod - US

Add the created

Technical Service
Offering to the
Application Service
through the slush
bucket to create
relationship

Role Required:
Application Service
Admin
[app_service_admin]

© 2023 ServiceNow, Inc. All Rights Reserved

View all the Service Offerings related to a
Service in Service Builder

© 2023 ServiceNow, Inc. All Rights Reserved

Technical Service Offering – Configuration
Items

IT “offers” to administrate
and support CIs. Create
offerings based on location, SLA,
Read Only Roles:
different support groups
Technology Service Owner
[technology_service_owner]
Start with these key pieces of Examples:
Windows Server Administration
Create Roles: information
Service Administrator  Name of Offering Network Administration
[service_admin]  Business Criticality Database Administration
 Approval Group Based on Location, SLA, and
 Support Group offered service
 Change Group (if different than support)
 Set SLA if known © 2023 ServiceNow, Inc. All Rights Reserved
Technical Service Offering – Team Support

Used for routing

incidents and CIs in
a data driven
Read Only Roles: approach.
Technology Service Owner
[technology_service_owner]

Create Roles:
Service Administrator
[service_admin]

© 2023 ServiceNow, Inc. All Rights Reserved

Set up Dynamic CI Groups
Based on common attributes or criteria

Network App
Servers CIs that Based on
Gear Servers
based on make up Different
based on based on
Operatin an App Support
location running
g System Service Groups
process

• User defined collections of CIs

• Used as a group CI in Incident, Problem Change in the CI field of the record

• Cannot contain other groups

Us To Create a Dynamic CI Group:

CMDB Query Builder>CMDB Groups> Add the Query>Dynamic CI
group> Add the CMDB group to create the Dynamic CI group
© 2023 ServiceNow, Inc. All Rights Reserved
Creating a CMDB Group

1
.

2
.

CMDB Group is created from a

CI Encoded Query been added
to a CMDB Group

© 2023 ServiceNow, Inc. All Rights Reserved

Adding the Dynamic CI Group to the Application
Service
3 5
. .

4 6
.
.

© 2023 ServiceNow, Inc. All Rights Reserved

 Sell and Consume Services
Represents the tables currently used by Service Management (Service Operations)

 Population methods Business

Consumer
 Human – Created and Maintained Request Business
 Business Services and Offerings Catalogue Item Relationship
Manager

 Business Services Customer

Service
 Crawl/Walk Phase Business
Service Offering * Business
Service
Manager
Table Location
Business Services
populated during IT Service *[cmdb_ci_service_business]
Operations and ITSM
Portfolio
SELL / CONSUME

Implementation
Example: Example:
 Laying Foundation for Customer Care Research and Development
Service Portfolio Mgmt, Services Services
Digital Portfolio Management
and ability to tie Events to Business Service Industry Specific Business
Service
Business Services These tables are used to track
through reporting how well a service is
 Published to business users Business performing, outages and used to track
services and their underpinning subscribers
offerings are the tools and access © 2023 ServiceNow, Inc. All Rights Reserved

needed to perform their work.

Service Builder – Creating a Business Service

Role Required:
Service Admin or Owner
[service_admin]
or
[service_owner]

© 2023 ServiceNow, Inc. All Rights Reserved

Create a Business Service with Service
Builder

Leading What Services are

Practice: provided by the
Consider following Business?
o Communication
TBM Council taxonom
y o Collaboration
for common business o Desktop or Client
services. Your Services
organization defines o Financial Mgmt Services
your services to fit your o Human Resource
business needs Services
o Industry Specific
Services (Loan, R&D
Payment, Inpatient, Food
and Nutrition, Legal,
Utility)
o Sales
o Marketing
o © Human Resources
2023 ServiceNow, Inc. All Rights Reserved
o End User Services
Create a Business Service Offering using Service
Builder

What does the

Business call this
application or
service they are
offered? Start with these key pieces of
information
 Name of Offering
 Consumer Type
 Business Criticality
 Approval Group
 Support Group

© 2023 ServiceNow, Inc. All Rights Reserved

Add a Service Team using Service Builder
Not all organizations fill
every role, some people do
more than one. The Owned
by of a business service may
be the director of that
business function.

Role Required:
This field represents the team responsible for providing service and support to this
Service Admin or Owner service offering when working with the business. Used in incident assignment.
[service_admin]
or
[service_owner]

© 2023 ServiceNow, Inc. All Rights Reserved

 Leading Practice:
Create a Business Service* Consider following TBM Council
taxonomy for common business
services. Your organization defines
your services to fit your business
needs

What Services is provided by the

Business?
o Communication
o Collaboration
o Desktop or Client Services
o Financial Mgmt Services
o Human Resource Services
o Industry Specific Services (Loan, R&D
Payment, Inpatient, Food and Nutrition,
Legal, Utility)
o Sales and Customer Care
Roles Required: Start with these key pieces of o Marketing
Service Owner or Service information: o Human Resources
Admin Role  o End User Services
Name of Business Service
 Owned by (Service Owner)
 Consumer Type (internal or external)
 Service Classification (pre-populated) *Using CSDM Menu
© 2023 ServiceNow, Inc. All Rights Reserved
Business Service Offering* – Enterprise
Application
What does the business call the application that is offered to them?

Used in routing
incidents and
changes

Start with these key pieces of

information
 Name of Service Offering
 Operational Status *Services can be built from the
 Business Criticality CSDM Menu
 Support Group (Used to route
incident)
 Change Group
© 2023 ServiceNow, Inc. All Rights Reserved
 Creating the “Depends” relationship

Add the created

Business Service
Offering to the
Application Service
Relationships are stored through a slush
in the [cmdb_ci_rel] table bucket to create
relationship

© 2023 ServiceNow, Inc. All Rights Reserved

Review the Application Service Relationships

The offering “depends on” the

application functioning and it is
available for use.

Review the relationships that are aligned to the CSDM Model.

© 2023 ServiceNow, Inc. All Rights Reserved

Business Service Offering – Desktop Services and
Offerings

Service Owners
keep their offerings
up to date.

 Start with these key What does the business “offer” in

pieces of information forms of tools and access to internal
 Name of Business users that provide the capability of
Service/Offering the organization? Do they have
 Phase different SLA’s, locations?
 Status
 Short Description
 Owned by © 2023 ServiceNow, Inc. All Rights Reserved
What is needed for Day 1 ITSM Operations?
Low Maturity? No CMDB?

Applicatio
1. Determine the services provided n Service
do not rely on an Application
Service.
Print and Desktop Desktop
2. Make a list of the various Services Copy
Communicati
Software Hardware
desktop software, like Microsoft on Services
Services Services Services
Office, Adobe products that are
offered to the business. These
are individual offerings
Service Windows
Offering Managed Microsoft
IP Phones Office Laptop
3. What other types of services are s Copier
used? Printing, Communication?
Conference Rooms?
Desktop Mobile Phone
Outlook Adobe Acrobat
Printer
4. A list of Application Services to
represent the production
Enterprise Applications used in Google Mac Laptop
HR Desktop
your environment. Printers Chrome

© 2023 ServiceNow, Inc. All Rights Reserved

Using the data
Service management reporting
 Incident Record Population – Issue is at
Endpoint

The Parent Business

Service of the Service
Offering

The offering is the

Application that the end
Start user is reporting and
troubleshooting issue with. Friendly
with End User business name
device (Laptop)

© 2023 ServiceNow, Inc. All Rights Reserved

 Incident is Assigned by Support Group on CI or
Offering

This would be
populated by the
person picking up
Populated based on the the incident
selection of the CI or the
Service Offering.
Foundational Data that was
referenced on the Service
Offering or CI

© 2023 ServiceNow, Inc. All Rights Reserved

 Incident Record Population – Issue is with the
App Service

Change from a
Business Service to
Technical Service IT “offers” to
administrate the
Determine Application
the issue lies Service to resolve
with the the issue
Application
Service

Populated based on the

selection of the Technical
Service Offering.
Foundational Data that was
referenced on the Service
Offering or CI

© 2023 ServiceNow, Inc. All Rights Reserved

 Change Record Population

This change request

could be re-assigned to a
server or database team.
Based on the needed
Often the Application
Service or CI that is change.
being changed/updated
Populate assignment
group from CI or
Service Offering

© 2023 ServiceNow, Inc. All Rights Reserved

Service Portfolio Management Features

Visual representation of Service structure utilizing the

Dependency View/Map
Have your Service Offerings rated
by its subscribers
Keep track of Incidents raised against
to keep track on the CSAT score
your Services / Service Offerings

Service Portfolio
Leverage Service Builder for step- by-
step service set up experience
Estimated Spend providing
Offering cost per time period
Keep track of Changes raised against
your Services / Service Offerings
Service
Aggregate metrics to calculate
Manage subscribers of your Service overall Service Offering Performance
Offerings

Manage multiple Service Portfolios,

Services &
Service Offerings
Service Offerings
Connect Service Offerings of your
Service to Catalog Items in your Service
Create a taxonomy/ Catalog
categorization-structure for Services
Standard
Record Commitments against
Service Offerings i.e. SLA, Availability

© 2023 ServiceNow, Inc. All Rights Reserved

Service portfolio and taxonomy node views

© 2023 ServiceNow, Inc. All Rights Reserved

Service Portfolios - aggregated Service
reporting and monitoring Animation –
Works in slide
Enterprise IT show mode to
Service Portfolio
Services build out with
each click

Infrastructure End User Services

Service Category

Service Type Compute Services Communication

Direct
On Prem Cloud
Service Email Messaging
Computing Computing Services

Red Hat Red Hat

Service Offering Azure AWS Outlook Teams
Linux Linux Outlook Teams
Admin Admin Mobile Mobile
Admin Patching

© 2023 ServiceNow, Inc. All Rights Reserved

Connecting Services to underlying CI’s
Animation –
Works in slide
Enterprise IT show mode to
Service Portfolio
Services build out with
each click
Infrastructure
End User Services
Service Category Services

Server ClassCompute
= Services Collaboration
Service Type Server Class =
Linux
Windows Exchange Prod O365 Teams SaaS
Environment =
Environment = Dev
Prod
On Prem Cloud Direct
Service Email
Computing Computing Messaging
Application Service /
Dynamic CI Groups Matchin
Configuration Matchin Mapped
Items gMatchin
CI’s
Matchin gMatchin
CI’s
Matchin Matchin
CI’s
Matchin
gMatchin
CI’s gMatchin
CI’s gMatchin
CI’s
Red Hat ggCI’s
CI’s g CI’s g CI’s
Red Hat Windows g CI’s
Windows g CI’s
Outlook Teams
Service Offering Linux Outlook Teams
Linux Dev Prod Dev Mobile Mobile
Prod

© 2023 ServiceNow, Inc. All Rights Reserved

Digital portfolio view

© 2023 ServiceNow, Inc. All Rights Reserved

Demo
 Host App Service to Manage

SAP S/4HANA (Run) Service Mapping

App Service
relationship Technical
Design
On Premise Systems – Multiple Locations, Production only References Consume
Updated: 07-18-
2023 References
Platform Apps
Business Business Business
Platform Application Application Application
Host SAP
SAP S/4HANA SAP Finance Transportatio
ERP Mgmt n Mgmt
Consumes Consumes Consumes Consumes
Depends on

App Service App Service App Service App Service

Contains Contains
SAP S/4HANA SAP Finance SAP
S/4HANA ERP TransMgmt Prod US Transportation
Tech Service Prod EMEA Prod US Tech Service Mgmt Prod EMEA
Offering Offering EMEA EMEA
Application Application SAP
SAP
Front End Front End Administratio
Administratio Depends On Depends On
SAP Fiori SAP Fiori n US
n EMEA
Apps Apps
Business Service Business
Business Service
Service *depends on
Odata Odata
Services Services Offering Offering
Offering your reporting
Application Application SAP Finance Group Transportation
SAPSAP Transport needs. Do you
Reporting US Mgmt combine or
Backend Backend separate your
Apps Apps
ABAP ABAP References References offerings by
References References
location?
BusinessEMEA BusinessEMEA
Application Application Service Service
Fleet and
HANA HANA *depends on your Logistics
Accounting
Database Database reporting needs. Do Services Mgmt
you combine or Services
separate your
Infrastructu Infrastructu offerings by location? Technical Services and Offerings for
re CIs re CIs Do you have Global Infrastructure CIs not depicted in
Servers Servers Support for both
Network Network this diagram. Service Offerings to
Gear Gear deployments or
Support based on support the various CIs like
Storage Storage
different locations? servers, network gear and
Technology
Service databases would reference their
App Mgmt respective
© 2023 ServiceNow, Services
Inc. All Rights and offerings
Reserved
Services based typically by class.
Approach and
Execution
Steps to Execution

Determine Data modeling Build some data models

1 approach 5 - Lexicon
- Service (Business) - Visio, Lucidchart, PPT diagrams
- Applications (IT) - Data Modeling Workbook

Gather data Populate ServiceNow with data

2 List of Applications, Owners and What 6 - Manually
services do you provide? - Import using Imports Sets

Schedule Data Modeling Sessions Test data in key applications (Incident and
3 7
Change)

Align Lifecycle data to CSDM

4 values

© 2023 ServiceNow, Inc. All Rights Reserved

 Determine your Approach
Application Focused or Service Focused which of these fit your organization best?

Application Focused Service Focused

– Starts with Enterprise Architecture and IT – Starts with the Service Owners and Product
– What Enterprise Applications do we need to meet our
Owners
Capabilities? – We provide a service for our Sales and Marketing, what
applications are deployed in IT that this service “depends” on?
– If this “name of application” has an outage it will cost a loss of
revenue?
– We provide a service to our customers, if an application
service is not running, it will cost us money and customers!
– What are the installations or deployments of those
applications?
– We need to understand what services we provide, track their
commitment and availability
– Do we need save money by removing duplicate applications
that perform the same service?

– We don’t have a CMDB or CIs most of our applications are

– Do we need to deprecate homegrown apps that run on web-based. These applications still support services we
premise for a new SaaS or Paas? provided our employees and customers.

– We provide services to our employees like Desktop Services,

we want to track how well we support them.
– We have the need to quickly report events and outages and
need to automate this as much as possible.

© 2023 ServiceNow, Inc. All Rights Reserved.

 Applying CSDM in Stages – Application Focused

Paris

Foundation Crawl Walk Run Fly

• Focus on reporting • Business Application • Dynamic CI Group • Business Service • Business Capability
requirements • SDLC Component Offering • Information Object
• Technical Service
• Core Data (Optional) • Business Service • Catalog Items
• Application Services Offering
• Technical Service • Application Portfolio
• Discoverable pieces
and parts • Service Portfolio

© 2023 ServiceNow, Inc. All Rights Reserved.

 Applying CSDM in Stages – Service Focused

Paris

Foundation Crawl Walk Run Fly

• Focus on reporting •Business Services •Discoverable CIs •Business • Business Capability
requirements •Technical Services •Map CIs to Services Application • Information Object
• Core Data •Service Offerings •Dynamic CI Groups •SDLC Component • Catalog Items
• Users •Application Services (Optional) • Application Portfolio
• Groups • Service/Digital
• Locations Portfolio

© 2023 ServiceNow, Inc. All Rights Reserved.

Keys to Successful Data Modeling
Establish strong support with an executive sponsor that cares about:
• Decreasing Change impacts to the organization
• Enabling Faster Operational service restoration
• Improving Service Availability
• End to End Visibility
• Cross-functional communication and organizational change

Plan
• What services provide high value services quickly and can drive Service Insights
• Use the roll-out to leverage CMDB discovery and service mapping
• Define processes and governance

Build
• Create a working group with Service Owners and architects and train them to be CSDM
Champions
• Subject matter experts and cross work functionality
Run
• Test data in all areas of usage and processes
• Create reports not provided in out of box dashboards

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Defining
Services
Approach to defining services
Use standard
Follow a consistent Communicate when
Service Types and
process publishing services
patterns
- Have a clearly defined - Unlock value by driving
process and roles - Use the service types to ongoing communication to
ensure consistent models involved groups, and how
- Have accountable roles for across all services this work supports their day-
each step to-day work.
- Provide guidelines for
- Embed the activities into a modeling in your
repeatable workflow, on the engagement layer. - Educate the leadership
platform! team and service owners on
- Update and refine your the value, process, the
service types and patterns dashboards, and their
as your organisation mature responsibilities.

Use Workspaces, dashboards & and engagement layer

- Implement Workspaces to display relevant service information to Executives, Service Owners,
Operational support teams and Service Management. Mature to use Service, Digital and Application
Portfolio Workspaces.
- Implement an engagement layer to automate the service relationships, ensuring services are built the
right way, for consistent Service reporting

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Service Definition and Data Modeling Process
Define and Map, validate
Identify the Publish and
Model the and review the
service communicate
Service service
• Identify what needs to be • Facilitate service • Ensure the CI’s are in the • Publish the Service and
defined. Using top critical modeling session with CMDB and perform all components so it is
incidents is a good point SME’s service mapping operational
to define troublesome
services • Identify service types and • Connect Service maps to • Communicate to
model the service Service Offerings, and consumers what the
• Identify the relevant offerings populate all required service is and how to use
SME’s who can provide service definition data for it in key processes (e.g.
the service definition • Identify relevant CI’s to you organisation ITSM)
provide the service (down
• Engage SME’s and to the App service) • Validate service with • Flag service review date
showcase the value for SME’s and owners and monitor ongoing
defining their service
(Dashboards, Service
Owner Workspace)

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Data Modeling and Service Definition Sessions

Hold Data
Publish and
Modeling
Gather Populate Validate for
Gather Data and Service
Resources Data Day 1 Go
Definition
Live
Sessions

Data Modeling sessions are twice weekly sessions where

service owners, application service owners, and architects
meet to model out the services, connect related CIs and
Application Services and populate, publish and validate the
data can be used for ITSM processes.

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Service Definition Process - Detailed

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Questions To ask
Animation:
Click for each
• Common modeling questions
question.
– The starting point is what business applications are in use / owned in your area?
Discuss as a
– What do consumers refer to for these Applications? group
– Who owns each application / who support each application?
– If it’s end user services, what products and features are offered?
– What commitments or levels of support/availability are offered to consumers?
– Are these offered in different geographical locations?
– If it’s infrastructure related services,
– what environments are offered?
– Are there different underlying technology architecture?
– Are there different performance levels for different offerings
– Do any commitments or locations where the service is offered have specific underlying technology?
– Is there any technology dependencies between service offerings?

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Example Structure to Operationalize
Executive
Support Accountable for articulating Service based business outcomes, providing support and resources

Service Mgmt Service

Stakeholders Service Business Portfolio Governance
CIO IT Leaders Process Security
Owners Leaders Managers and Risk
owners

CSDM Accountable for Ensuring Services are

defined correctly and meet organisational
Team goals Governanc
Service Data Outcomes e
Standing
Virtual Team
Team Outcomes Progress
Data Priorities

Stakeholder
Services Owners & teams communication Service Outcomes
Enterprise Application Service CMDB Applicatio Portfolio
Accountable for providing & Architect Owners owners Managers n and IT Managers Service Reporting & Service
SMEs trends
maintaining Service
definition information
Service framework, patterns and policies
Publish /
Process Identify Define / Model Validate / Review
Communicate

Business Define (Business) Distributed Centralized

Business CDMB / CSDM
Services (under pinned Responsibilities Responsibilities
RelationshipRelationship by service pattern
Managers
Teams framework) Populate Service
Review defined services Capability Services
definition patterns

Application Application Define Enterprise Engageme

Applications and nt Assist the definition and Model & map complex
Teams Service Owners
Layer modelling of services Services (Process)
Business Apps Offerings
Application Services

Update and maintain

Define Technical Governance & audits App Services Config Items
Infrastructure Services
Infrastructure
Service Owners (Infrastructure)
Teams Services

Service Insights

Service Reporting & Service trends © 2023 ServiceNow, Inc. All Rights Reserved
What are your most critical applications?
Users Consume
Software
IT Operations The Gap Business
Services Users
Operates Consume
Technology Services Business
Services
Servers Which IT components Sales
deliver this service?
Applications Customer Portal
Fund transfers is down
Which IT component caused
Database it? Payroll Services

Networks Which services Email

are affected by this failure?
Cloud Financial Services
Will my change have a
business impact? On which
Data Centers Employee Services
services?

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Example Implementation Plan as part of CMDB
RollCMDB
outPopulation Service Modeling and Mapping Change Enablement
• Build CMDB Governance • Create high-level technical services, often • Identify the Service Owners that can be
related to various functional areas of IT part of a champion group, test and learn
• Gather Support group information for the what works, validate how your distributed
various Principal CIs • Based on location, support groups and SLAs
model works with some centralized roles
identify/create offerings provided by
• technical teams and reference them to a reviewing the work performed, and
Assure the Principal CI records (hardware)
is configured per best practice parent technical service. understand how much Knowledge and
training is required
• Establish MID Servers for Discovery, • Identify the various Application Services and
the technical offerings used to support them • Plan a roll-out where your champions can
Service Graph connectors and Agent
Client Collectors to discover the coach and give clear materials to show the
underlying infrastructure to populate the • Review the various methods to map your benefit to Service and Process Owners –
CMDB underlying infrastructure (CIs) to the they get clearer visibility into their
Application Service. Determine high value, services and will provide them value.
• Work with Technology subject matter low effort methods – some methods are
experts to capture credentials to discover license-free • As part of the training, establish the
configuration items and assure resolution platform as the engagement layer
of errors • Show benefit to an organization by using
technical services with Event Mgmt to • Establish a service review and governance
• Establish good CMDB health by using the automate incident creation to decreased process
CMDB and CSDM Data Foundation MTTR
• Provide ongoing support until service
dashboards
• Begin creating high level business services, owners are comfortable and understand
• Learn about the CSDM data model and often related to various functional areas of how to model, maintain and gain insight
provide stakeholder support to align to a the business into their service performance
common data model
• Based on location, service/support teams and
SLAs identify/create offerings related to
items not related to Application Services and
those that depend on Application Services

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Industry
Frameworks
and CSDM
Mapping frameworks to CSDM
Frameworks mapped to CSDM
How existing frameworks relate to Common Service Data Model

• TM Forum V22
• BIAN V8
• TBM Council V3.02 (ATUM)
• IT4IT V2.1
• IT4IT V3
• APQC V7.2.1
• TOGAF / ArchiMate V3.1

Work in progress:
• SAFe
• COBIT 2019
• MBSE
• ITIL V4

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Data Modeling Tools – CSDM Data Modeling Kit
1 LEXICON 2 DIAGRAMS

When modeling out your data as related to an Application your

organization uses:

1. First understand what is the architecture type – SaaS, Client Server, Platform,
Microservice or desktop software?

2. Use the Lexicon or diagram to ‘work through scenarios’ these tools help gain
an initial understanding of how your data fits with in the CSDM model.
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Gathering the data – Prepare for Import

3 CSDM Data Modeling Workbook

Build a living document of the Services, Applications and Offerings as

you model out your data. This will help to gather the data for mass
import into your ServiceNow platform.

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Resources

Now Create Data Model Examples

Sign into Now

Learning to Now Create Data Modeling Workbook
before
downloading the
Data Model Now Learning – CSDM
Examples and
Workbook
YouTube CSDM Playlist

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Questions
?