CSDM implementation stages — Run

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of CSDM implementation stages — Run

    The Run stage in the Common Service Data Model (CSDM) focuses on establishing the relationships between technology and the business units that either sell or consume that technology. This stage is critical for ensuring that the impact of technology on business operations is clearly understood and managed through IT Service Management (ITSM) processes.

    Show full answer Show less

    ITSM Considerations and Benefits

    During the Run stage, it is important to recognize how technology affects business functions. Businesses may consume technology, sell it, or both. Operations in this stage enable accurate impact assessments during Incident Management and Change Management by linking configuration items (CIs) to impacted business areas.

    Additionally, the Run stage lays the foundation for Service Portfolio Management within Digital Portfolio Management (DPM). Service owners gain visibility into service trends, improvement initiatives, performance metrics, and outage monitoring. This stage also supports ITSM capabilities by populating subscriber information on business service offerings, allowing identification of affected users by user, company, location, department, or group.

    Key Tables and Configuration

    • Business Service Portfolio [serviceportfolio] – A hierarchical collection of business services aligned to a business objective; not a CMDB table.
    • Business Service Table [cmdbciservicebusiness] – A CMDB table that identifies business objectives dependent on technological infrastructure, reflecting the relationship between business services and technology.
    • Business Service Offering Table [serviceoffering] – Contains service commitments defining service levels including availability, scope, and pricing. Each business service should have at least one business service offering, tailored to specific technical needs.
    • Service Catalog – A managed collection of business and technical products, services, and service commitments available for self-service ordering by users.

    Some classes used in this stage are logical CIs, which are not created through Discovery and may not link directly to product models. It is recommended to associate logical CIs with product models to support a product-centric management approach.

    Practical Application for ServiceNow Customers

    Implementing the Run stage enables ServiceNow customers to:

    • Understand and manage the impact of technology on business operations effectively.
    • Support incident and change processes with accurate business impact data.
    • Leverage Service Portfolio Management for improved service monitoring and planning.
    • Provide self-service options through a well-structured service catalog.
    • Maintain clear relationships between business services, service offerings, and underlying technologies.

    In the Run stage, you set up the relationship between a technology and the business that sells and/or 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 ensure 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 table [service_portfolio]
    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 table [cmdb_ci_service_business]

    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 table [service_offering] (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.

    Service catalog
    A service catalog (sometimes called a request 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.