Common Service Data Model (CSDM) Assessment - Business Services (Run) - Advanced

  • Release version: Xanadu
  • Updated August 1, 2024
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    Summary of Common Service Data Model (CSDM) Assessment - Business Services (Run) - Advanced

    The Common Service Data Model (CSDM) Assessment - Business Services (Run) - Advanced accelerator assists ServiceNow customers in evaluating and improving their maturity in managing Business Services within the CSDM framework. This includes Business Services, Business Service Offerings, Request Catalog Items, and the Business Service Portfolio. The assessment leverages leading practices, personalized guidance, and collaboration with ServiceNow CSDM Subject Matter Experts to help organizations align their service data management with industry standards.

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    This offering is part of the Impact Advanced package and is designed to enable customers to optimize the configuration and governance of their Business Services and related elements.

    Key Activities and Process

    • Introductory Customer Session (up to 240 minutes): Sets expectations, reviews initiative approach, CSDM basics, and collects initial input through intake questionnaires and self-assessments.
    • Customer Current State Working Session (up to 180 minutes): Discusses the current state of Business Services and related elements and reviews leading practices.
    • CSDM Self-Assessment Analysis: Platform Architect analyzes customer inputs to develop tailored recommendations.
    • Customer Recommendation Session (up to 120 minutes): Reviews leading practices and personalized recommendations, and discusses potential next steps for implementation and measurement.
    • Follow-up Customer Session (optional, up to 60 minutes): Provides opportunity for Q&A regarding guidance and next steps.

    Deliverables

    • Workshop slides covering CSDM concepts and assessment findings
    • Completed CSDM self-assessment focused on Business Services
    • Recommended next steps tailored to the customer’s environment

    Customer Roles and Responsibilities

    The assessment requires active participation from several key roles to cover the broad scope of Business Services in CSDM:

    • CSDM Champion/Sponsor: Executive advocate for CSDM adoption.
    • Platform Owner: Oversees platform governance and alignment with business strategy.
    • Platform Administrator: Manages day-to-day ServiceNow platform administration.
    • Enterprise Architect Lead: Guides enterprise architecture, strategy, and governance.
    • CSDM Data Modeler/Manager: Ensures data accuracy and certification of CSDM data.
    • Business Service Owner(s)/Manager(s): Owns and maintains service performance and data accuracy.
    • Business Service Portfolio Owner/Manager: Oversees service portfolios and monitors performance.
    • Optional roles include CMDB Manager, Security Administrator, Technical Governance Lead, Master Services Provider/Vendor Lead, Business Process Owner(s), and Application Owner(s), depending on organizational needs.

    Pre-requisites and Required Inputs

    • Completion of foundational CSDM assessments covering Foundation Data, Application Services, and Technical Services
    • Customer completion of CSDM intake questionnaire and Business Services self-assessment at least one week prior to working sessions
    • Access to current CSDM-related materials such as Impact Plans, Architecture Blueprints, and Capability Maps

    Scope and Exceptions

    This accelerator focuses specifically on Business Services within the CSDM Run maturity domain and does not include:

    • CMDB assessment or configuration item discovery
    • High-level or detailed CSDM model design assistance or reviews
    • Catalog design or taxonomy reviews
    • Technical troubleshooting or remediation of CSDM implementations
    • Service Mapping troubleshooting
    • Technical governance process audits

    Practical Benefits for ServiceNow Customers

    By engaging with this accelerator, customers can expect to:

    • Gain a clear understanding of their current maturity in managing Business Services and related CSDM elements
    • Receive expert guidance and tailored recommendations aligned with leading industry practices
    • Improve governance, data accuracy, and configuration of Business Services, which supports better service delivery and portfolio management
    • Engage relevant stakeholders across business and IT to foster alignment and accountability for service management

    This Accelerator provides an assessment and guidance for CSDM Run maturity, including Business Services, Business Service Offerings, Request Catalog Items, and (Business) Service Portfolio.

    Overview

    Common Service Data Model Assessment – Business Services (Run) - Advanced provides Impact customers with an assessment and guidance based on leading practices related to the CSDM Business Services, Business Service Offerings, Request Catalog Items, and Service Portfolio framework elements. Interactions with  ServiceNow CSDM Subject Matter Experts and personalized content on CSDM for your organization are included.

    For more information on the CSDM, see Common Service Data Model.

    Note:
    This Accelerator is available for the Impact Advanced package.

    What You Get

    The Accelerator activities are led by your Platform Architect.

    Introductory Customer Session (up to 240 minutes)
    • Review initiative approach and set expectations on process and depth of deliverable
    • Review your objectives for the initiative
    • Communicate expectations for participation
      Note:
      The CSDM Business Services Assessment initiative requires active customer participation, and may require inclusion of a variety of customer roles to address the breadth of the CSDM Business Services support across your organization.
    • High level review of the CSDM framework and review of the basics of CSDM Business Services, Business Service Offerings, Request Catalog Items, and Business Service Portfolio (Run maturity)
    • Request completion of your intake questionnaire, CSDM Business Services self-assessment, and provide any other requested inputs
    Customer Current State Working Session (up to 180 minutes)
    • Discuss CSDM Business Services current state, which also includes Business Service Offerings, Request Catalog Items, and Business Service Portfolio
    • Review leading practices content
    CSDM Self-Assessment Analysis
    Your Platform Architect reviews and analyzes your intake questionnaire, CSDM self-assessment, and information gathered to prepare recommendations
    Customer Recommendation Session (up to 120 minutes)
    • Review leading practices content
    • Review and discuss your tailored recommendations to enable you to best configure your Business Services and related elements
    • Discuss possible next steps for execution and measurement
    Follow-up Customer Session (optional upon Customer request (up to 60 minutes)
    Opportunity for Questions and Answers related to the guidance provided and next steps
    CSDM Deliverables
    • Workshop slides
    • CSDM self-assessment on CSDM Business Services
    • Recommended next steps

    Requested Customer Resources

    Table 1. Customer resource and responsibilities
    Customer Resource  Responsibilities 
    CSDM Champion / Sponsor (Required) Executive sponsor advocating for CSDM across the entire organization.
    Platform Owner (Required) Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform.
    Platform Administrator (Required) Responsible for the day-to-day administration of ServiceNow platform.
    Enterprise Architect Lead (Required) Responsible for overall enterprise architecture, strategy, and governance.
    CSDM Data Modeler / Manager (Required)

    Maintains the accuracy and integrity of the CSDM, works with teams to certify data.
    Business Service Owner(s) / Manager(s) (Required)

    Owns the business service and offerings. Monitors service performance, drives service changes, keeps service data up to date for those services, e.g., IT Service Management, Human Resources, Customer Service Management, Financial Management, Field Services, or Facilities.

    Service Owner: Strategic role involved in the ownership of services. Typically this person is at the director-level within IT and has end-to-end accountability for a given service and its offerings through the full life cycle. Not heavily involved in the day-to-day operations of the service.

    Service Manager: Operational role involved in the management of a service. Typically this person is at the director-level within IT and is responsible for the day-to-day delivery and operation of a service.
    Business Service Portfolio Owner / Manager (Required)

    Oversees a portfolio of services. Monitors performance of entire portfolio.

    Portfolio Owner has overall authority, typically at the CIO level.

    Portfolio Manager is the operational role involved with the overall administration of a portfolio.
    CMDB Manager (Optional) Maintains the accuracy and integrity of the CMDB, works with teams to certify data.
    Technical Governance Board Lead (Optional) Leads the technical governance board that establishes policies and procedures for data, security, development, change, and release.
    Security Administrator (Optional) Responsible for installing, administering, troubleshooting security capabilities and configuration that complies with Technical Governance guidance. Promotes adherence to security policies and procedures.
    Master Services Provider/Vendor Lead (Optional) Include if customer is using a 3rd party development partner, and that partner is involved in design and/or development of applications and/or services leveraging CSDM framework capabilities.
    Business Process Owner(s) (Optional) Owns the process(es) related to the business service. Defines process flow, with emphasis on those processes that are dependent upon the business service. Examples include: IT Service Management Incident Process Owner, IT Service Management Change Process Owner, Customer Service Management Case Process Owner, Field Service Management Work Order Process Owner.
    Application Owner(s) (Optional)

    For application portfolio management purposes, owns the application that underpins the business service.

    Owns the application in the CSDM Design domain (Enterprise Architecture)

    Pre-requisites

    The completion of the following Accelerators:

    Requested Information / Access

    • CSDM Assessment Intake Questionnaire and CSDM Business Services Self-Assessment completed by the Customer at least one week in advance of the Customer Working Session (to be provided by the ServiceNow team)
    • Current CSDM Data Model
    • Impact materials, such as the Customer Impact Plan, Architecture Blueprint, Value Blueprint, Capabilities Maps, and Product Adoption Roadmap

    Exceptions

    This Accelerator does not include the following:
    • CMDB assessment
    • Discoverable Configuration Items (e.g., servers, mobile devices, software, etc.)
    • High level CSDM model design assistance
    • Detailed CSDM model design review
    • Assessing CSDM Foundation Data, Application Services, or Technical Services
    • Designing your Services model or design review of your Services model
    • Designing your Catalog, such as the hierarchy or taxonomy, or design review of your Catalog
    • Technical troubleshooting of current implementation of CSDM framework
    • CSDM technical remediation
    • Service Mapping troubleshooting
    • Detailed review of technical governance processes