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CSDM Presentation and Naming Conventions

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The document presents an introduction to the Common Service Data Model (CSDM) from ServiceNow, outlining its purpose in modeling services and components used in various applications on the platform. It discusses key concepts, definitions, and examples of service taxonomy while emphasizing that CSDM provides guidance but is not a final implementation solution. Additionally, it covers high-level use cases, definitions, and naming conventions related to business and technical services.

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Creative tech for Better Change 1 CSDM Presentation and Naming conventions
2 Introduction
Introduction & Objectifs du Document 3 Introduction Objectifs Le Common Service Data Model permet de modéliser les Services et composants selon la philiosophie de l’éditeur ServiceNow, qui est utilisée par l’ensemble des applications et modules disponibles sur la plateforme. Ce premier atelier vise à introduire les concepts du CSDM, et à initier la taxonomie des Services de la CILE. • Présenter les concepts théoriques de CSDM • Présenter les exemples de modélisation de services au cas par cas • Présenter les outils de taxonomie de services • Initier la taxonomie des Services CILE
4 CSDM Model Overview and class definitions
What is CSDM? What is CSDM? CSDM 2.0 • Standard terms and definitions. • Best practice for CMDB Data Modeling and Data Management. • Out of the box CMDB core tables. • Guidance on service modeling. • Recommended mappings. What is it NOT? CSDM 2.0 NOT a final Solution • Not a process or implementation guide for ITSM, SPM, APM, EM, or other products. • Not a set of reports. • Not code to install. • Not a SKU or product we sell. • Not an automatic fix for past implementations.
CSDM high level use cases Design Design Design Manage Design Consume • Understand CI’s related to an application and business capabilities to identify redundancies, monitor costs and make better investment decisions around roadmap • Support investment decisions by Identifying all end of life software for a business application • Identify the number of at-risk applications supporting critical services (which need to undergo application assessment) • Understand where to design security controls for applications and technology sharing sensitive data (PII, PCI DSS, HIPAA) • Understand services, ownership, cost, scope of what is offered and request access to the services • Report on aggregated Service performance for a Service Portfolio • View the Service dependencies on underlying technology and technology services • Be aware of upcoming impacts and changes on supporting technology • Understand services, service offerings, service support and all relationships to underlying configuration Items • Determine the impact of an incident or change, the causal CI’s, who the consumers are • Manage service commitments, and monitor/report the availability of a technical service • Roll up alerts for technology components to have insight into events for critical Technical Services (including security vulnerabilities) • Understand the costs to run technical services
Domain Design Manage Technical Services Sell / Consume Foundation Common Service Data Model 3.0 Quick Reference
8 © 2020 ServiceNow, Inc. All Rights Reserved. Modules CSDM Modules Change Mgmt Release / Deploy Solution Service Transition Commit Run Jobs Change CSDM use cases across the value chain Define Service Create Service & Offer Develop Solution Continuous Integration Test Solution Continuous Test Project Portfolio Service Portfolio DevOps Service Offering Application Service Infrastructure CI’s Software Manage Project Manage Delivery / Financials *Governance, Risk, Compliance Request Catalogue Technical Service Offering PPM/ Agile Test Mgmt Demand Idea Evaluation Ideas Investment Prioritise demands Investment Strategy & funding decision Idea Portal Demand Mgmt Application Portfolio Business Capability Business Application Information Object Continuous Risk Monitoring & Management Change Mgmt Change Event Event Mgmt *Vulnerabilit y Response Incident Security Incident CSDM Value Chain Build Service Plan Run Customer s Manage Design Consume Products *These products are used across the entire lifecycle at any point, however only certain use cases are indicated as part of the value chain diagram Problem Request / Incident Incident Request Request Mgmt Portal Catalogue Incident Mgmt Problem Mgmt Find Service Monitor Manage & Run the Business Discovery Service Mapping *SW/HW Asset Operate Finance *Finance Mgmt Continuous Security Monitoring
Definitions / Naming conventions What is a Service? A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. This is consistent with the base definition of “service” in ITIL 3 and IT4IT v2.1. Services typically have three aspects: the interaction, the offering, and the service system. ServiceNow ships with three OOB service types, they are application, business, and technical.
Definitions / Naming conventions ○ Business services are associated with business users. They are related to Consumers or Customers of the organization. ○ Business services are often orderable by users. ○ They are used in ITSM processes ○ Identify strategic business value ○ They may, or may not rely on technology infrastructure that you manage in your CMDB.
CSDM Presentation and Naming Conventions
Definitions / Naming conventions ○ Business services are associated with business users. ○ Business services are often orderable by users. ○ They are used in ITSM processes ○ They are related to Consumers or Customers of the organization. ○ They may, or may not rely on technology infrastructure that you manage in your CMDB. Business Service offering Service offerings are the starting point for configuring Service Portfolio Management (SPM). Service offerings (SO) consist of one or more service commitments that uniquely define the level of service in terms of availability, scope, pricing, and other factors. For example, an organization may offer two levels of desktop support in your organization: “standard” offering of upgrades and virus protection “executive” offering with the standard commitments plus some type of response guarantee such as 30 minutes between 8-5 on weekdays
Definitions / Naming conventions ○ You can identify an entry point to access the Application Service. ○ Application Service – OOB tables in the CMDB meant to identify the deployments of the related business application. ○ You may have several application services representing each unique deployment including environment (dev/qa/prod) and location/geography (emea/na/apac). ○ This CI will often be the object chosen when an incident caller identifies an issue with an enterprise application (Nova). ○ The application service is the glue that ties all the elements of the CSDM together where applications are present.
CSDM Presentation and Naming Conventions
Definitions / Naming conventions ○ Business Application table in the CMDB meant to house your inventory/portfolio of applications and their meta-data. ○ This is NOT an operational CI and is not used in incident, problem and change ○ It represents all instances of the application. ○ It is used in ServiceNow by APM (ITBM) to manage the Business application costs, lifecycle; And drive investment of money and/or efforts.
Definitions / Naming conventions ○ Application – This table is NOT your inventory of applications. ○ It is meant to represent the discoverable instance of an application: code related to a process running on a host. It is a technical CI created and maintained by discovery. ○ Though the application may be the final cause of an incident, without event management, it may not be the initial offender. With discovery in place, applications will be automatically related to their host, providing an impact hierarchy from server to hosted applications. Manual population of the Application table is not recommended
CSDM Presentation and Naming Conventions
Definitions / Naming conventions ○ You can identify an entry point to access the Application Service.
CSDM Presentation and Naming Conventions
Definitions / Naming conventions Technical Service offering Technical service offering is a service offering type defined as a stratification of the technical service into options including: localization/geography, environment, pricing, availability, capability, support group packaging options, …
Definitions / Naming conventions Examples of Technical Service and Service offering modelisation Example 1 : Feature Based Offering Ideal model if you have one technology provider (support teams) delivering different features or options.
Definitions / Naming conventions Examples of Technical Service and Service offering modelisation Example 2 : Performance Based Offering Ideal model if you have multiple technology providers (support teams) delivering different features or options.
Definitions / Naming conventions Examples of Technical Service and Service offering modelisation Example 3 : No Technical Service Offerings Simpler model, applicable if you have different technology providers (support teams) each providing a specific service.
CSM-specific data model Sold Product in CSM, which represents the product purchased by a customer, Linked to a SO Install base Item in CSM, which represents the products installed or deployed by a customer. Install Base Item are Configuration Items (CIs) consumed by the customer and generally reference Application Services in case of SaaS products. Multiple sold products can be deployed on a given install base item
25 Model Examples
© 2022 ServiceNow, Inc. All Rights Reserved. 26 ServiceNow Name (Fill this out) Description Business Application [cmdb_ci_business_appl] Business Application Application Service [cmdb_ci_services_discovered] Application Deployed instance Technical Service Offering [service_offering] classification of Technical Technical Service offering that Administrates/Develops/Supports the Application (may have more than 1 Technical Service [cmdb_ci_technical_service] The high-level Technology Service provided by IT (Parent Service) Business Service Offering [service_offering] classification of Business Business Service offering that is End User friendly – May have multiple catalog request items associated Business Service Offering [service_offering] classification of Business Business Service offering that is End User friendly – May have multiple catalog request items associated Business Service [cmdb_ci_business_service] Business Service - high level related to what the company provides in order to meet “what they do” capabilities CSDM Lexicon for [Name of App] (Run)
© 2022 ServiceNow, Inc. All Rights Reserved. 27 ServiceNow Name (Fill this out) Description Business Capability [cmdb_ci_business_capability] Business Capability Business Application [cmdb_ci_business_appl] Business Application Application Service [cmdb_ci_services_discovered] Application Deployed instance Technical Service Offering [service_offering] classification of Technical Technical Service offering that Administrates/Develops/Supports the Application (may have more than 1) Technical Service [cmdb_ci_technical_service] The high-level Technology Service provided by IT (Parent Service) Business Service Offering [service_offering] classification of Business Business Service offering that is End User friendly – May have multiple catalog request items associated Business Service Offering [service_offering] classification of Business Business Service offering that is End User friendly – May have multiple catalog request items associated Business Service [cmdb_ci_business_service] Business Service - high level related to what the company provides in order to meet “what they do” capabilities CSDM Lexicon for [Name of App] (Fly) SaaS with On Premise Systems Platform Host and Platform App Example
© 2022 ServiceNow, Inc. All Rights Reserved. 28 QA Dev QA Dev QA Dev QA Dev ServiceNow Platform (Run) Business Application ServiceNow Mid Server Business Application HR Service Delivery Infrastructure Server123 Business Service Onboarding Bus Service Offering Mobile Onboarding Depends On Runs On Bus Service Offering Enterprise Onboarding Platform Apps Architecture Type Tech Service Offering Windows Mgmt Tech Service Offering SN Discovery Admin Contains QA Dev Application Service SN Tokyo Prod Consumes Contains Architecture Types: Platform App Platform Host = Service Mapping Manage Technical Design Consume Business Application ServiceNow Platform Platform Host Re f Application Service Mid Server Prod Application Service Change Mgmt Prod Application Service HR Service Delivery Prod Application java@server 123 Dynamic CI Group Query: All Win Servers Tech Service Offering ServiceNow Administration Business Application ServiceNow Discovery Application Service Discovery Prod Business Application SN Change Mgmt Technology Service Hosting Services Tech Service Offering Middleware Mgmt Consumes Consumes Consumes Contains Reference Tech Service Offering ServiceNow Administration Technology Service Platform Services Contains SaaS with On Premise Systems Reference Re f Contains Consumes
© 2022 ServiceNow, Inc. All Rights Reserved. 29 ServiceNow Name (Fill this out) Description Business Application [cmdb_ci_business_appl] ServiceNow Platform (Platform) SaaS ServiceNow Discovery (Platform Host) SaaS ServiceNow MID Server (Platform Host) On Premise SN Change Management(Platform Host) SaaS HR Service Delivery (Platform Host) SaaS Platform Host Platform Application(s) Application Service [cmdb_ci_services_discovered] ServiceNow Tokyo Prod ServiceNow Discovery Prod ServiceNow MID Server ServiceNow Change Mgmt Prod ServiceNow HR Service Delivery Prod Application Deployed instance Technical Service Offering [service_offering] classification of Technical ServiceNow Discovery Administration Discovery Admin Technical Service offering that Administrates/Develops/Supports the Application (may have more than 1 Technical Service [cmdb_ci_technical_service] Platform Services The high-level Technology Service(s) provided by IT (Parent Service) Technical Service [cmdb_ci_technical_service] Compute/Hosting Services (Contains the CIs that are in same class) The high-level Technology Service(s) provided by IT (Parent Service) Business Service Offering [service_offering] classification of Business Mobile Onboarding Business Service offering that is End User friendly – May have multiple catalog request items associated Business Service Offering [service_offering] classification of Business Enterprise Onboarding Business Service offering that is End User friendly – May have multiple catalog request items associated Business Service [cmdb_ci_business_service] Onboarding Services Business Service - high level related to what the company provides in order to meet “what they do” capabilities CSDM Lexicon for ServiceNow (Run) Platform Host and Platform App Example SaaS with On Premise Systems
© 2022 ServiceNow, Inc. All Rights Reserved. 30 QA Dev QA Dev QA Dev QA Dev QA Dev ServiceNow Platform (Fly) Business Capability (1.1) IT Service & Operations Management Business Application ServiceNow Mid Server Business Application HR Service Delivery Infrastructure Server123 Provided By Provided By Business Service Onboarding Bus Service Offering Mobile Onboarding Depen ds On Runs On Portfolio Human Resources Portfolio Category New Employee Bus Service Offering Enterprise Onboarding Business Capability (1.2) Human Resource Management Platform Apps Architecture Type Tech Service Offering Windows Mgmt Technology Service Platform Services Tech Service Offering SN Discovery Admin Contains Application Service SN Tokyo Prod Consumes Contains Architecture Types: Platform App Platform Host APM implementation SPM/DPM implementation = Service Mapping Manage Technical Design Consume Business Application ServiceNow Platform Platform Host Re f Application Service Mid Server Prod Application Service Change Mgmt Prod Application Service HR Service Delivery Prod Application java@server 123 Dynamic CI Group Query: All Win Servers Tech Service Offering ServiceNow Administration Business Application ServiceNow Discovery Application Service Discovery Prod Business Application SN Change Mgmt Technology Service Hosting Services Tech Service Offering Middleware Mgmt Consumes Consumes Consumes Contains Reference Tech Service Offering ServiceNow Administration Technology Service Platform Services Contains SaaS with On Premise Systems Reference Provided By Reference Reference Technology Service Platform Services * ITSM Portfolio that provides the capability for IT Service and Operations Mgmt is not shown in this diagram. *
© 2022 ServiceNow, Inc. All Rights Reserved. 31 ServiceNow Name (Fill this out) Description Business Capability [cmdb_ci_business_capability] IT Service & Operations Management Human Resource Management Business Capability Business Application [cmdb_ci_business_appl] ServiceNow Platform (Platform) SaaS ServiceNow Discovery (Platform Host) SaaS ServiceNow MID Server (Platform Host) On Premise SN Change Management(Platform Host) SaaS HR Service Delivery (Platform Host) SaaS Business Application Application Service [cmdb_ci_services_discovered] ServiceNow Tokyo Prod ServiceNow Discovery Prod ServiceNow MID Server ServiceNow Change Mgmt Prod ServiceNow HR Service Delivery Prod Application Deployed instance Technical Service Offering [service_offering] classification of Technical ServiceNow Discovery Administration Discovery Admin Technical Service offering that Administrates/Develops/Supports the Application (may have more than 1) Technical Service [cmdb_ci_technical_service] Platform Services The high-level Technology Service provided by IT (Parent Service) Business Service Offering [service_offering] classification of Business Compute/Hosting Services (Contains the CIs that are in same class) Business Service offering that is End User friendly – May have multiple catalog request items associated Business Service Offering [service_offering] classification of Business Mobile Onboarding Business Service offering that is End User friendly – May have multiple catalog request items associated Business Service [cmdb_ci_business_service] Enterprise Onboarding Business Service - high level related to what the company provides in order to meet “what they do” capabilities CSDM Lexicon for ServiceNow (Fly) SaaS with On Premise Systems Platform Host and Platform App Example
© 2022 ServiceNow, Inc. All Rights Reserved. 32 QA Dev QA Dev SAP Platform (Run) Business Application SAP Manufacturing Infrastructure Server123 Business Service Manufacturing Mgmt Bus Service Offering Inventory Mgmt Depends On Runs On Bus Service Offering Product Line Status Platform Apps Tech Service Offering Windows Mgmt Contains Application Service SAP Host Prod Consumes Contains Architecture Types: Platform App Platform Host = Service Mapping Manage Technical Design Consume Business Application SAP Platform Platform Host Application Service SAP ERP Prod Application Service SAP Mfg Prod Application java@server 123 Dynamic CI Group Query: All Win Servers Tech Service Offering SAP Administration US Business Application SAP ERP Technology Service Hosting Services Tech Service Offering SAP Administration Consumes Consumes Reference Technology Service Application Mgmt Services On Premise Systems – One Location Reference Reference Reference Tech Service Offering SAP Reporting Contains Technology Service Platform Services
© 2022 ServiceNow, Inc. All Rights Reserved. 33 ServiceNow Name (Fill this out) Description Business Application [cmdb_ci_business_appl] SAP (Platform) SAP ERP (Host) SAP Manufacturing (Host) Business Application Application Service [cmdb_ci_services_discovered] SAP Host Prod SAP *Mfg Prod SAP ERP Prod Application Deployed instance Technical Service Offering [service_offering] classification of Technical SAP Administration US (Support group is US based) SAP Administration EMEA (Support group is EMEA based) Technical Service offering that Administrates/Develops/Supports the Application (may have more than 1 Technical Service [cmdb_ci_technical_service] Application Management Services The high-level Technology Service provided by IT (Parent Service) Business Service Offering [service_offering] classification of Business Inventory Mgmt EMEA (Service Desk for Tier 1 support is EMEA based) Business Service offering that is End User friendly – May have multiple catalog request items associated Business Service Offering [service_offering] classification of Business Product Line Status (Service Desk is US based support team) Business Service offering that is End User friendly – May have multiple catalog request items associated Business Service [cmdb_ci_business_service] Manufacturing Mgmt Services Business Service - high level related to what the company provides in order to meet “what they do” capabilities Business Service Offering [service_offering] classification of Business SAP Finance Business Service offering that is End User friendly – May have multiple catalog request items associated Business Service [cmdb_ci_business_service] Financial Services Business Service - high level related to what the company provides in order to meet “what they do” capabilities CSDM Lexicon for SAP (Run) (Multiple Locations/Support) *Manufacturin g
© 2022 ServiceNow, Inc. All Rights Reserved. 34 CI Switch Exchange02 Application Service Exchange Dev O365 Platform (Run) Business Application Exchange Business Application SharePoint Online Business Application Teams CI Exchange01 Bus Service File Share Bus Service Offering SharePoint Sites Depends On Application Service SharePoint SaaS Bus Service Offering Outlook Platform App Platform Host Architecture Type Application Exchange Tech Service Offering Exchange Administration Tech Service Offering Windows Server Admin Technical Service Application Mgmt Services Technical Service Hosting Services Application Service Exchange Prod Business Application O365 E5 Application Service Teams SaaS Service mapping Architecture Type Bus Service Offering Teams Ref Ref Technical Service Network Services Tech Service Offering Network Admin CI Router Bus Service Email Services = Service Mapping Consumes Manage Technical Design Consume Consumes Depends On Depends On Consumes Dynamic CI Group Windows Server Dynamic CI Group Routers Contains Contains Contains Contains Contains Query based Query based Bus Service Direct Messaging Services Application Service Active Directory 2018 Prod Business Application Active Directory Sends Data to Service Offering Active Directory Administration Technical Service Identity and Access Mgmt Ref Ref Ref Ref Ref Contains Service Portfolio Communication Ref Ref
© 2022 ServiceNow, Inc. All Rights Reserved. 35 ServiceNow Name (Fill this out) Description Business Application [cmdb_ci_business_appl] O365 E5 Business Application Application Service [cmdb_ci_services_discovered] Teams SharePoint Online *Exchange Prod *on prem Application Deployed instance Technical Service Offering [service_offering] classification of Technical Exchange Administration Technical Service offering that Administrates/Develops/Supports the Application (may have more than 1) Technical Service [cmdb_ci_technical_service] Application Mgmt Services The high-level Technology Service provided by IT (Parent Service) Business Service Offering [service_offering] classification of Business Outlook Teams Business Service offering that is End User friendly – May have multiple catalog request items associated Business Service [cmdb_ci_business_service] Communication Business Service - high level related to what the company provides in order to meet “what they do” capabilities Business Service Offering [service_offering] classification of Business SharePoint Sites Business Service offering that is End User friendly – May have multiple catalog request items associated Business Service [cmdb_ci_business_service] File Share Business Service - high level related to what the company provides in order to meet “what they do” capabilities CSDM Lexicon for O365(Run)
Example: Microservices: stand – alone API (shared) Application Service Phone Ordering Application Service Order Management Business Capability (1.1) Finance Business Application Tax calculation Infrastructure Server123 Provided By Application Tax Calc Java Application Service Tax Calc 2021 Prod Technical Service Tax Calc API Business Application Currency Conversion Application Service Services Management Product Model Tax Calc 2021 Depends On Technical Service Offering Tax Calc Americas Provided By
Service model: EXPO Customer Extranet portal Business Capability (1.1) Enterprise support Business Application EXPO Provided By Provided By Business Service Extranet portal Offering Internal access Contains Sends Data to Portfolio IT Services Portfolio Category Web Offering Partner access Business Capability (1.2) Manage communication Consumes Application Service EXPO Prod Tech Service Tech Service Offering Chatroom Tech Service Tech Service Offering CMS Manage Technical Design Consume Application Service EXPO Acc Application Service Active Directory Application Service WebQuery prod Tech Service Tech Service Offering MySQL Tech Service Tech Service Offering RedHat EL 7.3 Server Server1 Server Server2 Server Server3 Application MySQL@server1 Application Zullip@server2 Application Wordpress@server3 Contains Contains Contains Runs On Runs On Runs On Contains Depends on Sends Data to
Tech Service Offering Linux Admin Hosting/ Compute Services Technical Service REF Contains Tech Services and Offering using Dynamic CI Groups Tech Service Offering Windows Admin CI Windows Server Support and Approval Groups Windows Server CMDB records CI Linux Server Linux Server CMDB records CMDB Group Dynamic CI Group UK Servers Dynamic CI Group Exchange Servers Contains CMDB Query Or Encoded Query Support and Approval Groups CMDB Group CMDB Query Or Encoded Query REF Manage Technical
Application Service SAP Prod Application Service MS Exchange 2016 Prod Business Application MS Active Directory Infrastructure Server123 Depends on Application Service SN Prod Runs On Application Service Box Prod Sends data to Application ADFS@server123 Consumes Tech Service Offering Windows Administration Technology Service Identity Mgmt Technology Service Hosting Services Application Service Active Directory 2018 Prod Contains Application DS1@server456 Sends data to Sends data to Infrastructure Server456 Runs On Application WebProxy@serverabc Infrastructure Serverabc Runs On Application Azure AD- Connect@server789 Infrastructure Server789 Runs On Application Service Azure Active Directory Contains Business Application NetIQ eDirectory Business Application OpenLDAP Shared Technical Service Example Business Capability (1.1) Directory Service Management Tech Service Offering Active Directory Administration Support S L A Manage Technical Design Consume *Business Service Offerings and Business Services that depend on the Application Services may not be depicted in this diagram Service Offering Box Depends on Bus Service File Sharing Ref
CSDM Presentation and Naming Conventions

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CSDM Presentation and Naming Conventions

  • 1. Creative tech for Better Change 1 CSDM Presentation and Naming conventions
  • 3. Introduction & Objectifs du Document 3 Introduction Objectifs Le Common Service Data Model permet de modéliser les Services et composants selon la philiosophie de l’éditeur ServiceNow, qui est utilisée par l’ensemble des applications et modules disponibles sur la plateforme. Ce premier atelier vise à introduire les concepts du CSDM, et à initier la taxonomie des Services de la CILE. • Présenter les concepts théoriques de CSDM • Présenter les exemples de modélisation de services au cas par cas • Présenter les outils de taxonomie de services • Initier la taxonomie des Services CILE
  • 4. 4 CSDM Model Overview and class definitions
  • 5. What is CSDM? What is CSDM? CSDM 2.0 • Standard terms and definitions. • Best practice for CMDB Data Modeling and Data Management. • Out of the box CMDB core tables. • Guidance on service modeling. • Recommended mappings. What is it NOT? CSDM 2.0 NOT a final Solution • Not a process or implementation guide for ITSM, SPM, APM, EM, or other products. • Not a set of reports. • Not code to install. • Not a SKU or product we sell. • Not an automatic fix for past implementations.
  • 6. CSDM high level use cases Design Design Design Manage Design Consume • Understand CI’s related to an application and business capabilities to identify redundancies, monitor costs and make better investment decisions around roadmap • Support investment decisions by Identifying all end of life software for a business application • Identify the number of at-risk applications supporting critical services (which need to undergo application assessment) • Understand where to design security controls for applications and technology sharing sensitive data (PII, PCI DSS, HIPAA) • Understand services, ownership, cost, scope of what is offered and request access to the services • Report on aggregated Service performance for a Service Portfolio • View the Service dependencies on underlying technology and technology services • Be aware of upcoming impacts and changes on supporting technology • Understand services, service offerings, service support and all relationships to underlying configuration Items • Determine the impact of an incident or change, the causal CI’s, who the consumers are • Manage service commitments, and monitor/report the availability of a technical service • Roll up alerts for technology components to have insight into events for critical Technical Services (including security vulnerabilities) • Understand the costs to run technical services
  • 7. Domain Design Manage Technical Services Sell / Consume Foundation Common Service Data Model 3.0 Quick Reference
  • 8. 8 © 2020 ServiceNow, Inc. All Rights Reserved. Modules CSDM Modules Change Mgmt Release / Deploy Solution Service Transition Commit Run Jobs Change CSDM use cases across the value chain Define Service Create Service & Offer Develop Solution Continuous Integration Test Solution Continuous Test Project Portfolio Service Portfolio DevOps Service Offering Application Service Infrastructure CI’s Software Manage Project Manage Delivery / Financials *Governance, Risk, Compliance Request Catalogue Technical Service Offering PPM/ Agile Test Mgmt Demand Idea Evaluation Ideas Investment Prioritise demands Investment Strategy & funding decision Idea Portal Demand Mgmt Application Portfolio Business Capability Business Application Information Object Continuous Risk Monitoring & Management Change Mgmt Change Event Event Mgmt *Vulnerabilit y Response Incident Security Incident CSDM Value Chain Build Service Plan Run Customer s Manage Design Consume Products *These products are used across the entire lifecycle at any point, however only certain use cases are indicated as part of the value chain diagram Problem Request / Incident Incident Request Request Mgmt Portal Catalogue Incident Mgmt Problem Mgmt Find Service Monitor Manage & Run the Business Discovery Service Mapping *SW/HW Asset Operate Finance *Finance Mgmt Continuous Security Monitoring
  • 9. Definitions / Naming conventions What is a Service? A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. This is consistent with the base definition of “service” in ITIL 3 and IT4IT v2.1. Services typically have three aspects: the interaction, the offering, and the service system. ServiceNow ships with three OOB service types, they are application, business, and technical.
  • 10. Definitions / Naming conventions ○ Business services are associated with business users. They are related to Consumers or Customers of the organization. ○ Business services are often orderable by users. ○ They are used in ITSM processes ○ Identify strategic business value ○ They may, or may not rely on technology infrastructure that you manage in your CMDB.
  • 12. Definitions / Naming conventions ○ Business services are associated with business users. ○ Business services are often orderable by users. ○ They are used in ITSM processes ○ They are related to Consumers or Customers of the organization. ○ They may, or may not rely on technology infrastructure that you manage in your CMDB. Business Service offering Service offerings are the starting point for configuring Service Portfolio Management (SPM). Service offerings (SO) consist of one or more service commitments that uniquely define the level of service in terms of availability, scope, pricing, and other factors. For example, an organization may offer two levels of desktop support in your organization: “standard” offering of upgrades and virus protection “executive” offering with the standard commitments plus some type of response guarantee such as 30 minutes between 8-5 on weekdays
  • 13. Definitions / Naming conventions ○ You can identify an entry point to access the Application Service. ○ Application Service – OOB tables in the CMDB meant to identify the deployments of the related business application. ○ You may have several application services representing each unique deployment including environment (dev/qa/prod) and location/geography (emea/na/apac). ○ This CI will often be the object chosen when an incident caller identifies an issue with an enterprise application (Nova). ○ The application service is the glue that ties all the elements of the CSDM together where applications are present.
  • 15. Definitions / Naming conventions ○ Business Application table in the CMDB meant to house your inventory/portfolio of applications and their meta-data. ○ This is NOT an operational CI and is not used in incident, problem and change ○ It represents all instances of the application. ○ It is used in ServiceNow by APM (ITBM) to manage the Business application costs, lifecycle; And drive investment of money and/or efforts.
  • 16. Definitions / Naming conventions ○ Application – This table is NOT your inventory of applications. ○ It is meant to represent the discoverable instance of an application: code related to a process running on a host. It is a technical CI created and maintained by discovery. ○ Though the application may be the final cause of an incident, without event management, it may not be the initial offender. With discovery in place, applications will be automatically related to their host, providing an impact hierarchy from server to hosted applications. Manual population of the Application table is not recommended
  • 18. Definitions / Naming conventions ○ You can identify an entry point to access the Application Service.
  • 20. Definitions / Naming conventions Technical Service offering Technical service offering is a service offering type defined as a stratification of the technical service into options including: localization/geography, environment, pricing, availability, capability, support group packaging options, …
  • 21. Definitions / Naming conventions Examples of Technical Service and Service offering modelisation Example 1 : Feature Based Offering Ideal model if you have one technology provider (support teams) delivering different features or options.
  • 22. Definitions / Naming conventions Examples of Technical Service and Service offering modelisation Example 2 : Performance Based Offering Ideal model if you have multiple technology providers (support teams) delivering different features or options.
  • 23. Definitions / Naming conventions Examples of Technical Service and Service offering modelisation Example 3 : No Technical Service Offerings Simpler model, applicable if you have different technology providers (support teams) each providing a specific service.
  • 24. CSM-specific data model Sold Product in CSM, which represents the product purchased by a customer, Linked to a SO Install base Item in CSM, which represents the products installed or deployed by a customer. Install Base Item are Configuration Items (CIs) consumed by the customer and generally reference Application Services in case of SaaS products. Multiple sold products can be deployed on a given install base item
  • 26. © 2022 ServiceNow, Inc. All Rights Reserved. 26 ServiceNow Name (Fill this out) Description Business Application [cmdb_ci_business_appl] Business Application Application Service [cmdb_ci_services_discovered] Application Deployed instance Technical Service Offering [service_offering] classification of Technical Technical Service offering that Administrates/Develops/Supports the Application (may have more than 1 Technical Service [cmdb_ci_technical_service] The high-level Technology Service provided by IT (Parent Service) Business Service Offering [service_offering] classification of Business Business Service offering that is End User friendly – May have multiple catalog request items associated Business Service Offering [service_offering] classification of Business Business Service offering that is End User friendly – May have multiple catalog request items associated Business Service [cmdb_ci_business_service] Business Service - high level related to what the company provides in order to meet “what they do” capabilities CSDM Lexicon for [Name of App] (Run)
  • 27. © 2022 ServiceNow, Inc. All Rights Reserved. 27 ServiceNow Name (Fill this out) Description Business Capability [cmdb_ci_business_capability] Business Capability Business Application [cmdb_ci_business_appl] Business Application Application Service [cmdb_ci_services_discovered] Application Deployed instance Technical Service Offering [service_offering] classification of Technical Technical Service offering that Administrates/Develops/Supports the Application (may have more than 1) Technical Service [cmdb_ci_technical_service] The high-level Technology Service provided by IT (Parent Service) Business Service Offering [service_offering] classification of Business Business Service offering that is End User friendly – May have multiple catalog request items associated Business Service Offering [service_offering] classification of Business Business Service offering that is End User friendly – May have multiple catalog request items associated Business Service [cmdb_ci_business_service] Business Service - high level related to what the company provides in order to meet “what they do” capabilities CSDM Lexicon for [Name of App] (Fly) SaaS with On Premise Systems Platform Host and Platform App Example
  • 28. © 2022 ServiceNow, Inc. All Rights Reserved. 28 QA Dev QA Dev QA Dev QA Dev ServiceNow Platform (Run) Business Application ServiceNow Mid Server Business Application HR Service Delivery Infrastructure Server123 Business Service Onboarding Bus Service Offering Mobile Onboarding Depends On Runs On Bus Service Offering Enterprise Onboarding Platform Apps Architecture Type Tech Service Offering Windows Mgmt Tech Service Offering SN Discovery Admin Contains QA Dev Application Service SN Tokyo Prod Consumes Contains Architecture Types: Platform App Platform Host = Service Mapping Manage Technical Design Consume Business Application ServiceNow Platform Platform Host Re f Application Service Mid Server Prod Application Service Change Mgmt Prod Application Service HR Service Delivery Prod Application java@server 123 Dynamic CI Group Query: All Win Servers Tech Service Offering ServiceNow Administration Business Application ServiceNow Discovery Application Service Discovery Prod Business Application SN Change Mgmt Technology Service Hosting Services Tech Service Offering Middleware Mgmt Consumes Consumes Consumes Contains Reference Tech Service Offering ServiceNow Administration Technology Service Platform Services Contains SaaS with On Premise Systems Reference Re f Contains Consumes
  • 29. © 2022 ServiceNow, Inc. All Rights Reserved. 29 ServiceNow Name (Fill this out) Description Business Application [cmdb_ci_business_appl] ServiceNow Platform (Platform) SaaS ServiceNow Discovery (Platform Host) SaaS ServiceNow MID Server (Platform Host) On Premise SN Change Management(Platform Host) SaaS HR Service Delivery (Platform Host) SaaS Platform Host Platform Application(s) Application Service [cmdb_ci_services_discovered] ServiceNow Tokyo Prod ServiceNow Discovery Prod ServiceNow MID Server ServiceNow Change Mgmt Prod ServiceNow HR Service Delivery Prod Application Deployed instance Technical Service Offering [service_offering] classification of Technical ServiceNow Discovery Administration Discovery Admin Technical Service offering that Administrates/Develops/Supports the Application (may have more than 1 Technical Service [cmdb_ci_technical_service] Platform Services The high-level Technology Service(s) provided by IT (Parent Service) Technical Service [cmdb_ci_technical_service] Compute/Hosting Services (Contains the CIs that are in same class) The high-level Technology Service(s) provided by IT (Parent Service) Business Service Offering [service_offering] classification of Business Mobile Onboarding Business Service offering that is End User friendly – May have multiple catalog request items associated Business Service Offering [service_offering] classification of Business Enterprise Onboarding Business Service offering that is End User friendly – May have multiple catalog request items associated Business Service [cmdb_ci_business_service] Onboarding Services Business Service - high level related to what the company provides in order to meet “what they do” capabilities CSDM Lexicon for ServiceNow (Run) Platform Host and Platform App Example SaaS with On Premise Systems
  • 30. © 2022 ServiceNow, Inc. All Rights Reserved. 30 QA Dev QA Dev QA Dev QA Dev QA Dev ServiceNow Platform (Fly) Business Capability (1.1) IT Service & Operations Management Business Application ServiceNow Mid Server Business Application HR Service Delivery Infrastructure Server123 Provided By Provided By Business Service Onboarding Bus Service Offering Mobile Onboarding Depen ds On Runs On Portfolio Human Resources Portfolio Category New Employee Bus Service Offering Enterprise Onboarding Business Capability (1.2) Human Resource Management Platform Apps Architecture Type Tech Service Offering Windows Mgmt Technology Service Platform Services Tech Service Offering SN Discovery Admin Contains Application Service SN Tokyo Prod Consumes Contains Architecture Types: Platform App Platform Host APM implementation SPM/DPM implementation = Service Mapping Manage Technical Design Consume Business Application ServiceNow Platform Platform Host Re f Application Service Mid Server Prod Application Service Change Mgmt Prod Application Service HR Service Delivery Prod Application java@server 123 Dynamic CI Group Query: All Win Servers Tech Service Offering ServiceNow Administration Business Application ServiceNow Discovery Application Service Discovery Prod Business Application SN Change Mgmt Technology Service Hosting Services Tech Service Offering Middleware Mgmt Consumes Consumes Consumes Contains Reference Tech Service Offering ServiceNow Administration Technology Service Platform Services Contains SaaS with On Premise Systems Reference Provided By Reference Reference Technology Service Platform Services * ITSM Portfolio that provides the capability for IT Service and Operations Mgmt is not shown in this diagram. *
  • 31. © 2022 ServiceNow, Inc. All Rights Reserved. 31 ServiceNow Name (Fill this out) Description Business Capability [cmdb_ci_business_capability] IT Service & Operations Management Human Resource Management Business Capability Business Application [cmdb_ci_business_appl] ServiceNow Platform (Platform) SaaS ServiceNow Discovery (Platform Host) SaaS ServiceNow MID Server (Platform Host) On Premise SN Change Management(Platform Host) SaaS HR Service Delivery (Platform Host) SaaS Business Application Application Service [cmdb_ci_services_discovered] ServiceNow Tokyo Prod ServiceNow Discovery Prod ServiceNow MID Server ServiceNow Change Mgmt Prod ServiceNow HR Service Delivery Prod Application Deployed instance Technical Service Offering [service_offering] classification of Technical ServiceNow Discovery Administration Discovery Admin Technical Service offering that Administrates/Develops/Supports the Application (may have more than 1) Technical Service [cmdb_ci_technical_service] Platform Services The high-level Technology Service provided by IT (Parent Service) Business Service Offering [service_offering] classification of Business Compute/Hosting Services (Contains the CIs that are in same class) Business Service offering that is End User friendly – May have multiple catalog request items associated Business Service Offering [service_offering] classification of Business Mobile Onboarding Business Service offering that is End User friendly – May have multiple catalog request items associated Business Service [cmdb_ci_business_service] Enterprise Onboarding Business Service - high level related to what the company provides in order to meet “what they do” capabilities CSDM Lexicon for ServiceNow (Fly) SaaS with On Premise Systems Platform Host and Platform App Example
  • 32. © 2022 ServiceNow, Inc. All Rights Reserved. 32 QA Dev QA Dev SAP Platform (Run) Business Application SAP Manufacturing Infrastructure Server123 Business Service Manufacturing Mgmt Bus Service Offering Inventory Mgmt Depends On Runs On Bus Service Offering Product Line Status Platform Apps Tech Service Offering Windows Mgmt Contains Application Service SAP Host Prod Consumes Contains Architecture Types: Platform App Platform Host = Service Mapping Manage Technical Design Consume Business Application SAP Platform Platform Host Application Service SAP ERP Prod Application Service SAP Mfg Prod Application java@server 123 Dynamic CI Group Query: All Win Servers Tech Service Offering SAP Administration US Business Application SAP ERP Technology Service Hosting Services Tech Service Offering SAP Administration Consumes Consumes Reference Technology Service Application Mgmt Services On Premise Systems – One Location Reference Reference Reference Tech Service Offering SAP Reporting Contains Technology Service Platform Services
  • 33. © 2022 ServiceNow, Inc. All Rights Reserved. 33 ServiceNow Name (Fill this out) Description Business Application [cmdb_ci_business_appl] SAP (Platform) SAP ERP (Host) SAP Manufacturing (Host) Business Application Application Service [cmdb_ci_services_discovered] SAP Host Prod SAP *Mfg Prod SAP ERP Prod Application Deployed instance Technical Service Offering [service_offering] classification of Technical SAP Administration US (Support group is US based) SAP Administration EMEA (Support group is EMEA based) Technical Service offering that Administrates/Develops/Supports the Application (may have more than 1 Technical Service [cmdb_ci_technical_service] Application Management Services The high-level Technology Service provided by IT (Parent Service) Business Service Offering [service_offering] classification of Business Inventory Mgmt EMEA (Service Desk for Tier 1 support is EMEA based) Business Service offering that is End User friendly – May have multiple catalog request items associated Business Service Offering [service_offering] classification of Business Product Line Status (Service Desk is US based support team) Business Service offering that is End User friendly – May have multiple catalog request items associated Business Service [cmdb_ci_business_service] Manufacturing Mgmt Services Business Service - high level related to what the company provides in order to meet “what they do” capabilities Business Service Offering [service_offering] classification of Business SAP Finance Business Service offering that is End User friendly – May have multiple catalog request items associated Business Service [cmdb_ci_business_service] Financial Services Business Service - high level related to what the company provides in order to meet “what they do” capabilities CSDM Lexicon for SAP (Run) (Multiple Locations/Support) *Manufacturin g
  • 34. © 2022 ServiceNow, Inc. All Rights Reserved. 34 CI Switch Exchange02 Application Service Exchange Dev O365 Platform (Run) Business Application Exchange Business Application SharePoint Online Business Application Teams CI Exchange01 Bus Service File Share Bus Service Offering SharePoint Sites Depends On Application Service SharePoint SaaS Bus Service Offering Outlook Platform App Platform Host Architecture Type Application Exchange Tech Service Offering Exchange Administration Tech Service Offering Windows Server Admin Technical Service Application Mgmt Services Technical Service Hosting Services Application Service Exchange Prod Business Application O365 E5 Application Service Teams SaaS Service mapping Architecture Type Bus Service Offering Teams Ref Ref Technical Service Network Services Tech Service Offering Network Admin CI Router Bus Service Email Services = Service Mapping Consumes Manage Technical Design Consume Consumes Depends On Depends On Consumes Dynamic CI Group Windows Server Dynamic CI Group Routers Contains Contains Contains Contains Contains Query based Query based Bus Service Direct Messaging Services Application Service Active Directory 2018 Prod Business Application Active Directory Sends Data to Service Offering Active Directory Administration Technical Service Identity and Access Mgmt Ref Ref Ref Ref Ref Contains Service Portfolio Communication Ref Ref
  • 35. © 2022 ServiceNow, Inc. All Rights Reserved. 35 ServiceNow Name (Fill this out) Description Business Application [cmdb_ci_business_appl] O365 E5 Business Application Application Service [cmdb_ci_services_discovered] Teams SharePoint Online *Exchange Prod *on prem Application Deployed instance Technical Service Offering [service_offering] classification of Technical Exchange Administration Technical Service offering that Administrates/Develops/Supports the Application (may have more than 1) Technical Service [cmdb_ci_technical_service] Application Mgmt Services The high-level Technology Service provided by IT (Parent Service) Business Service Offering [service_offering] classification of Business Outlook Teams Business Service offering that is End User friendly – May have multiple catalog request items associated Business Service [cmdb_ci_business_service] Communication Business Service - high level related to what the company provides in order to meet “what they do” capabilities Business Service Offering [service_offering] classification of Business SharePoint Sites Business Service offering that is End User friendly – May have multiple catalog request items associated Business Service [cmdb_ci_business_service] File Share Business Service - high level related to what the company provides in order to meet “what they do” capabilities CSDM Lexicon for O365(Run)
  • 36. Example: Microservices: stand – alone API (shared) Application Service Phone Ordering Application Service Order Management Business Capability (1.1) Finance Business Application Tax calculation Infrastructure Server123 Provided By Application Tax Calc Java Application Service Tax Calc 2021 Prod Technical Service Tax Calc API Business Application Currency Conversion Application Service Services Management Product Model Tax Calc 2021 Depends On Technical Service Offering Tax Calc Americas Provided By
  • 37. Service model: EXPO Customer Extranet portal Business Capability (1.1) Enterprise support Business Application EXPO Provided By Provided By Business Service Extranet portal Offering Internal access Contains Sends Data to Portfolio IT Services Portfolio Category Web Offering Partner access Business Capability (1.2) Manage communication Consumes Application Service EXPO Prod Tech Service Tech Service Offering Chatroom Tech Service Tech Service Offering CMS Manage Technical Design Consume Application Service EXPO Acc Application Service Active Directory Application Service WebQuery prod Tech Service Tech Service Offering MySQL Tech Service Tech Service Offering RedHat EL 7.3 Server Server1 Server Server2 Server Server3 Application MySQL@server1 Application Zullip@server2 Application Wordpress@server3 Contains Contains Contains Runs On Runs On Runs On Contains Depends on Sends Data to
  • 38. Tech Service Offering Linux Admin Hosting/ Compute Services Technical Service REF Contains Tech Services and Offering using Dynamic CI Groups Tech Service Offering Windows Admin CI Windows Server Support and Approval Groups Windows Server CMDB records CI Linux Server Linux Server CMDB records CMDB Group Dynamic CI Group UK Servers Dynamic CI Group Exchange Servers Contains CMDB Query Or Encoded Query Support and Approval Groups CMDB Group CMDB Query Or Encoded Query REF Manage Technical
  • 39. Application Service SAP Prod Application Service MS Exchange 2016 Prod Business Application MS Active Directory Infrastructure Server123 Depends on Application Service SN Prod Runs On Application Service Box Prod Sends data to Application ADFS@server123 Consumes Tech Service Offering Windows Administration Technology Service Identity Mgmt Technology Service Hosting Services Application Service Active Directory 2018 Prod Contains Application DS1@server456 Sends data to Sends data to Infrastructure Server456 Runs On Application WebProxy@serverabc Infrastructure Serverabc Runs On Application Azure AD- Connect@server789 Infrastructure Server789 Runs On Application Service Azure Active Directory Contains Business Application NetIQ eDirectory Business Application OpenLDAP Shared Technical Service Example Business Capability (1.1) Directory Service Management Tech Service Offering Active Directory Administration Support S L A Manage Technical Design Consume *Business Service Offerings and Business Services that depend on the Application Services may not be depicted in this diagram Service Offering Box Depends on Bus Service File Sharing Ref