Implementing CSDM into ServiceNow
As a consultant, I was recently tasked with helping a client "get up-to-date on CMDB." The goal was to establish integrations to import data into the CMDB. However, a significant issue arose: there was no underlying process to support this data import, nor had any work been done to determine how the up-to-date CMDB should be used or what it should support.
This scenario is all too common in configuration management. To address such challenges, ServiceNow introduced the Common Service Data Model (CSDM)—a framework designed to structure data within the CMDB and guide the implementation of a fully functional CMDB, complete with related services. It’s important to understand that CSDM is a framework, not a step-by-step guide. Additionally, it’s not a standalone module in ServiceNow nor a separate license; it’s included in the base setup. However, as you advance beyond the basics of CSDM, you may find yourself exploring ServiceNow’s ITOM products, such as Discovery and Service Mapping, which do require separate licenses.
This article focuses on implementing CSDM, specifically through the lens of the Application approach.
Application vs. Business Service Focus
ServiceNow’s documentation on CSDM has improved significantly over the years, but some gaps remain. In the current version (4.0 from 2022), ServiceNow offers two approaches for implementing CSDM: Application focus and Service focus.
Application Focus
The Application approach starts from a technical and application-centric perspective. For instance, if you have a registry of systems, it's often easier to translate this into a list of applications (referred to as Application Services in ServiceNow). These technical aspects are then linked to business needs through a concept known as Business Applications.
A Business Application represents the software and infrastructure that delivers a business function. In later stages of CSDM implementation, these Business Applications are linked to Business Capabilities. Ideally, you should only categorize Business Applications directly associated with one of the company’s business capabilities. While the CSDM model does not strictly require Business Applications, They are vital when following the Application focus.
Service Focus
The Service approach aligns with the traditional ITIL framework, starting from a service-oriented perspective. In ServiceNow, these are referred to as Business Services and Business Service Offerings, which are the default targets for all ITSM processes. This approach is suitable for organizations with established ITSM processes that require a CMDB to enhance these processes with additional data.
Navigating Vague Requirements
Vague requirements are common in CSDM and CMDB projects. Having the need of strong sponsors in leadership positions is crucial to achieving any meaningful results. It’s often recommended to have the CIO as the main sponsor, the success of this depends on the company’s organizational structure and the CIO's role. People in these positions usually lack a deep understanding of Configuration Management, ServiceNow, or CSDM, and may only realize the need for a CMDB as the project progresses.
To address vague requirements, I typically shift from asking for requirements to suggesting them. This approach, combined with developing models, guidelines, process documentation, and other foundational elements for CSDM in collaboration with key representatives, helps to level up the organization’s understanding of CSDM. It also enables you to set more and more precise requirements as the project evolves.
As CSDM project lead, don’t expect clear, measurable, or even attainable requirements at the outset. Instead, provide input on clear requirements for the project’s initial phase to ensure they are specific, measurable, and attainable, even if the end goals are not yet fully defined. The requirements for CSDM will evolve as the organization’s understanding of its specific needs grows.
A Long-Term Perspective
For every successful CMDB project, there are numerous unsuccessful ones. This holds true both in terms of project goals and from a broader perspective on what a CMDB project should be expected to achieve. While CSDM has a broader scope than CMDB and offers more specific guidance, this alone doesn’t guarantee success.
To succeed in a CSDM project, you need a long-term perspective across several dimensions:
Goals
While short-term, specific goals are necessary, it’s equally important to set long-term objectives. Consider questions like: “What is enough?”, “What issues need solving?”, “Who will manage the product post-project?”, “What key results are needed to sustain this project?”, and “Who are the stakeholders?”
Organization
A successful CSDM project requires broad organizational involvement. You’ll need sponsors who can maintain the project’s priority, business representatives from each Business Capability, technical leads, application owners, and more. Importantly, you’ll need individuals who will take responsibility for the attributes produced within this project.
Process managers, for example, often hold responsibility for the CMDB and sometimes for base data in ServiceNow. Key stakeholders from processes like Incident, Problem, and Change Management must be involved throughout to ensure they can carry the torch after the project concludes.
Tools
CSDM isn’t a one-time fix; it requires ongoing development in line with your evolving needs—a concept known as Continual Service Improvement (as per ITIL). To support this, you need a team equipped to manage the tools and processes beyond the project’s completion.
The type of resources needed varies significantly. If you’ve implemented tools like ServiceNow Discovery, you’ll require experts in that area. If your CMDB relies on custom integrations, you’ll need specialists for that. And if you’re working within specific domains, like Security, you’ll need experts in those areas as well.
Challenges with the Application Focus
CSDM is a work in progress and continues to evolve. Implementing it with an Application focus presents certain challenges. In my recent project, I, amongst others, encountered the following issues:
• Most CSDM documentation is oriented towards the Service focus, leaving gaps in guidance for those following the Application focus.
• Integrating CSDM models with ITSM processes can be challenging since creating Business Services (Offerings) is typically deferred until later stages, often requiring custom solutions.
• The concept of Business Applications is complex and can be difficult to explain and implement.
Conclusion
CSDM is an invaluable framework for ServiceNow and a crucial resource for any business looking to enhance its ITSM processes. To successfully implement CSDM, it’s essential to think long-term, navigate the challenge of unclear requirements, and seek guidance from experts with deep insights into both ServiceNow and the processes you aim to support with CSDM. With the right approach, you can build a robust and effective CMDB that meets your organization’s needs.
