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Implement the Common Service Data Model (CSDM) using a "crawl, walk, run" approach! Up first: the crawl phase.
Do you want to implement the Common Service Data Model (CSDM) framework but find it complex, overwhelming, and unclear where to begin?
This blog explains how to simplify the initial "Crawl" phase of implementing the CSDM framework within ServiceNow, in just four steps!
What the heck is CSDM? CSDM is a data model for organizing information in the Configuration Management Database (CMDB). It provides a framework for structuring data about business applications and services.
The Net-Net: Instead of implementing everything at once, follow a "crawl, walk, run" approach, focusing initially on critical Application Service Configuration Items (CIs) and gradually expanding over time. This is part 1 of a 4 part series blog!
Crawl phase steps 👶
1. Define Business Applications: Identify and document your business applications and their owners.2. Define Application Services: Application Services represent deployed application stacks within the CMDB, referenced in ITSM for incidents and changes. Document their owners, environments (e.g., production, test, etc.), and establish the relationship with the business application. Application Services are populated manually or by a discovery source (i.e., ServiceNow Discovery).
3. Identify principal CIs: Focus on CI classes such as Application Services, Servers, Computers, Network Gear, Data Center, Database, PDU and UPS.
4. Configure ITSM Forms: Filter the CI field on the Incident and Change forms to only show CIs which are for the principal classes listed above. It is important to note that Business Applications should not be a data element within ITSM. For example, the incident form should not reference a Business Application. Instead, it should reference the Application Service, which is linked to the Application. In addition, the Assignment group on the Incident and Change forms can be automatically populated/routed, based on the foundation data elements contained within the Application Service record (as shown below).
The goal of the crawl phase is to establish the foundational elements of the CSDM framework, allowing the organization to gradually build on this structure over time.
Stay tuned for my next blog on the CSDM Walk phase.