Getting More Accurate Service Cost Reporting and Data with ServiceNow CSDM

The Common Service Data Model (CSDM) represents a standard and shared set of service-related definitions across the ServiceNow platform. These standards are then translated into a CMDB Framework for use by all of the platform’s products.

As the ServiceNow product expands across the enterprise, it is becoming more and more important to have a solid base from which to build your Service Management organization. By coupling your “Service-Centric” mindset with configuration items that provide service, you get more accurate reporting of service costs and data in the right location (for the right reasons). And in this lies then need for ServiceNow’s Common Services Data Model (CSDM).

For today’s blog, we are diving into this business need by covering the four domains of CSDM. To go beyond this blog’s overview and learn more about the framework implementation, a few quick tips, and get a readiness scorecard for your own organization, download our full CSDM eBook here.

The Four Domains of CSDM

The CSDM conceptual model contains the following domains; Design, Manage Technical Services, Sell and Consume, and Manage Business Services. The CSDM conceptual model contains the following domains; Design, Manage Technical Services, Sell and Consume, and Manage Business Services. Each of these domains loosely corresponds with one or more ServiceNow products, services, or service types. Before we dive into the details of these domains, it is important to understand the following definitions.

Services and Service Types

A service enables you to achieve the outcomes that you want with minimal risks and without incurring costs. This definition is consistent with the base definition of “service” in the ITIL framework. Services typically have three components: the interaction, the offering, and the service system. For the sake of CSDM, it is important to remember that Services and Service Types are not a single item, but rather the whole system that a single item effects. For example, think of your trash service.

If the trash service doesn’t come and pick up your garbage, it could be because of one of the many individual items that make up the service (flat tire, late driver, traffic) is out of place, with the end result being actual service is effected.

Base System Service Types

ServiceNow includes these base system service types which you can extend to align with the service types in your organization.

  • Business Services. Business services are associated with business users. Business services are typically lower-level leaf nodes of business capabilities in a structured hierarchy.
  • Technical Services. Technical services are associated with service owners. Technical services are typically lower-level leaf nodes of one or more business or application services in a structured hierarchy.
  • Application Services. Application services are logical representations of a deployed application stack.

To dive into each of the Domains, including their user personas and business capabilities, download our full CSDM eBook for free here.

Continue Reading