CSDM implementation stage — Run

  • Release version: Australia
  • Updated March 12, 2026
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    Summary of CSDM implementation stage — Run

    The Run stage in the Common Service Data Model (CSDM) implementation focuses on establishing relationships between technologies and the business entities that sell and consume them. This stage is crucial for understanding the impact of technologies on business operations and supports key IT Service Management (ITSM) processes.

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    ITSM Considerations and Benefits

    • Businesses may consume, sell, or both consume and sell the technology involved.
    • Run-stage operations enable impact assessment in Incident Management and Change Management by linking Configuration Items (CIs) to impacted business units.
    • This stage lays the groundwork for Service Portfolio Management within Digital Portfolio Management (DPM), allowing service owners to monitor portfolios, service trends, performance, and outages.
    • It supports ITSM capabilities by populating the “Subscribe by” table on service offerings, which identifies affected businesses and subscribers by user, company, location, department, or group.

    Key Tables and Their Roles

    Several tables are involved in the Run stage, including some logical CIs that are not created through Discovery and require association with product models:

    • Business service portfolio [serviceportfolio]: A hierarchical collection of business services that define business objectives. It is not a CMDB table.
    • Business service [cmdbciservicebusiness]: A core CMDB table representing business objectives that depend on technology infrastructure by selling or consuming it.
    • Business service offering [serviceoffering]: Represents service commitments linked to business services, defining service levels such as availability, scope, and pricing. Each business service should have at least one offering. These are essential for configuring Service Portfolio Management.
    • Request catalog: A self-service catalog presenting business and technical products, services, and offerings that users can order. This enables efficient service delivery and user engagement.

    Practical Impact for ServiceNow Customers

    By implementing the Run stage, ServiceNow customers can effectively link technology infrastructure with business services, enhancing visibility into service impact and performance. This integration supports better incident and change impact analysis, service portfolio monitoring, and user subscription management, ultimately improving service delivery and business alignment.

    In the Run stage, you set up the relationship between a technology and the business that sells and consumes the technology.

    ITSM considerations during the Run stage

    When you use ITSM, you must understand the impact that a technology can have on your business. For example, your business might perform the following actions:
    • Consume the technology.
    • Sell the technology (as is the case with Customer Service Management).
    • Both sell the technology and consume it.

    Benefits of the operations that you perform in the Run stage

    • Run-stage operations promote impact assessment for Incident Management and Change Management. Within an incident or change, you can identify the impacted business, assuming relationships exist between the selected CI and the impacted businesses.
    • Run-stage operations provide a foundation for using Service Portfolio Management in the Digital Portfolio Management (DPM). Service owners can monitor service portfolios and understand service-related information including service trends, improvement initiatives, service performance, and outage monitoring.
    • Run-stage operations provide a foundation for ITSM capabilities. This foundation populates the related “Subscribe by” table on a service offering to identify the business and subscribers affected. Business service offerings can identify subscribers by user, company, location, department, and group.

    Tables that you work on during the Run stage

    Tables that you work on during the Run stage.

    Note:
    Some of the classes that you implement in this stage are logical CIs. Logical CIs aren’t created through Discovery, so their Model ID values might not refer to product model (application model, service model, or software model) records. To help you to migrate to a product-centric management paradigm, each instance of a logical CI should be associated with a product model. See Auto-generate product models for logical CIs.
    Business service portfolio [service_portfolio] table
    Note:
    The Business service portfolio is not a CMDB table.

    A business service portfolio is not a CMDB table. A business service portfolio is a hierarchical collection of business services (products and services) that define a business objective.

    Business service [cmdb_ci_service_business] table

    The business service table is a base-system CMDB table. This table identifies a business objective that uses (and depends on) the infrastructure that technology uses.

    This dependency means that the business service must sell or consume that infrastructure.

    Business service offering [service_offering] table (service offering classified as a "business service")

    Business service offerings are the starting point for configuring Service Portfolio Management. Business service offerings consist of one or more service commitments. These service commitments uniquely define the level of service in terms of availability, scope, pricing, and other factors.

    The business service offering comes from the service. The business service offering is fine-tuned based on how the parent serves a specific technical need.

    Every business service should have at least one business service offering.

    Request catalog
    A catalog (sometimes called a request catalog, service catalog, or service request catalog) is a set of business and technical products, services, service commitment options, and offerings that users can order on a self-service basis. You can manage a catalog to present your available products and services to users as catalog items. Catalogs are described in detail in Service Catalog.