Understanding CSDM: 6 Tips to Start Your Organization’s Strategic Implementation

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 the need for ServiceNow’s Common Services Data Model (CSDM).

The Common Service Data Model (CSDM) is a set of service-oriented definitions that spans the ServiceNow product portfolio. CSDM is not an application in and of itself, but a set of standards that provides guidance for getting the most out of the ServiceNow platform. 

The CDSM model consists of four domains: Design, Manage Technical Services, Sell and Consume, and Manage Business Services. These domains correspond to various ServiceNow products, services, or service types.

In this blog, we’ll be sharing 6 essential tips for understanding and implementing CSDM. Sourced directly from Acorio’s team of CSDM experts, these tips will help enable your organization to utilize ServiceNow to its full potential. For additional details or to go beyond these quick tips, download our full CSDM eBook here.

6 CSDM Quick Tips

1. Business Application may be any application, homegrown, or purchased off the shelf, used by the business or used for technical reasons. Examples of this include; Active Directory, Backup Exec, LogicMonitor, or SolarWinds.

2. A Business Capability may include “Managing Information” or a Core Capability that requires security, data management. etc. Therefore a technical application can be considered a “Business Application”.

3. Every Business Application will have an Application Service.

4. The Application Service, if used by the business, would have a corresponding Business Service Offering that depends on the Application Service.

5. Both Technical and Business Service Offerings reference (or can relate) up to a Service. In some cases, there may not be a “Technical Service” that underpins the Application Service.  Typically, found in SaaS applications that are an “End User” type of business service offering such as Zoom. Similarly, in some cases, there may not be a “Business Service” that underpins the Application Service. Typically found with Technical  Applications like LogicMonitor, Backup Exec, Active Directory, and Okta.

6. In some cases, there may not be an Application Service or Business Application.  Typically found with Technical Service Offerings related to Infrastructure CIs; a Technical Service for Compute/Hosting Service with offerings for “Windows Servers” “Linux Servers”. This can also be found with Desktop Software, Desktops, Printers-Business Service Offerings that are used by the business but have no underlying infrastructure stacks that need maintenance and support.

Did these tips pique your interest in CSDM? To understand the full CSDM framework, implementation, and get a scorecard for your own organization, download our full CSDM eBook here.