The CSDM Walk Phase

Feeling overwhelmed by the Common Service Data Model (CSDM) Framework? You’re not alone.  If you’re looking to implement CSDM in ServiceNow but don’t know where to begin or how to move beyond the basics – this blog is for you. 

Wait…. What is CSDM Again?

CSDM is a standardized way to organize data within the Configuration Management Database (CMDB). Think of it as a blueprint for aligning your IT data with business services, applications, and technical infrastructure.

The Net-Net: Instead of implementing everything at once, follow a "crawl, walk, run" approach.  In the Part 1 “Crawl Phase” of our CSDM blog series, we discussed defining Business Applications and Application Services.  For our “Walk Phase” (Part 2 of our 2-part blog series), we will focus on defining Technical Services and Technical Service Offerings. 

The CSDM Journey: Crawl → Walk → Run

Instead of tackling the entire model at once (which can feel like climbing Everest), we encourage a phased approach:

• Crawl – Define your Business Applications and Application Services.
• Walk – Focus on Technical Services and Technical Service Offerings. (← That’s today!)
• Run – Define your Business Services and Business Service Offerings

The Walk Phase in 2 Steps

Let’s jump right into the Walk phase and simplify your implementation.

Step 1: Define Technical Services

Technical Services represent the “how” behind your business and application services. They are operational CIs (Configuration Items) used in Incident, Problem, and Change (IPC) processes.

Here’s what to know:

• Purpose: Identify services that support your application/business services.
• Characteristics:
  • Used for determining impact during IPC handling.
  • Typically, supplier-driven and represent the technology IT provides.
  • Can be mapped manually or via Service Mapping and Discovery.
  • Integrate with Event Management for performance and health monitoring.

🔍 Important: Technical Services do not have a hierarchy, but they can have multiple related Technical Service Offerings.

Step 2: Define Technical Service Offerings

Once your Technical Services are defined, it’s time to break them down into what’s actually being delivered—your Technical Service Offerings.

Here’s how to approach them:

• What they include:
  • Support and administration based on location, SLA, OLA, etc.
  • Assignment of support groups for incidents and approval groups for change Requests.
  • Service Catalog integration—these offerings are often requestable by users.

📌 Wrapping Up

The Walk phase of CSDM doesn’t have to be a maze of complexity. By focusing on just two steps—Technical Services and Technical Service Offerings—you’re setting a solid foundation for more advanced capabilities in the Run phase.

👉 Stay tuned for Part 3 of our series, where we’ll dive into the CSDM Run Phase!