Common Service Data Model (CSDM) Assessment - Business Services (Run) - Advanced
Summarize
Summary of Common Service Data Model (CSDM) Assessment - Business Services (Run) - Advanced
TheCommon Service Data Model (CSDM) Assessment - Business Services (Run) - AdvancedAccelerator helps ServiceNow customers evaluate and improve their maturity in managing Business Services and related elements within the CSDM framework. It focuses on Business Services, Business Service Offerings, Request Catalog Items, and the Business Service Portfolio. This offering is part of the Impact Advanced package and includes expert interactions and personalized guidance tailored to your organization’s CSDM implementation.
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Key Features
- Structured Customer Sessions: Includes an introductory session for aligning objectives and expectations, a working session to review current state and leading practices, a recommendation session to discuss tailored advice, and an optional follow-up Q&A session.
- Comprehensive Assessment: Utilizes intake questionnaires and self-assessments completed by your team to analyze your current Business Services maturity and provide actionable recommendations.
- Expert Involvement: Sessions are led by a ServiceNow Platform Architect with access to CSDM Subject Matter Experts to ensure best practice guidance.
- Deliverables Provided: Workshop slides, self-assessment results, and prioritized next steps to enhance your CSDM Business Services implementation.
- Defined Customer Roles: The assessment requires active participation from key roles such as CSDM Champion, Platform Owner, Platform Administrator, Enterprise Architect, Business Service Owners, Portfolio Managers, and optionally CMDB Managers, Security Administrators, and others relevant to your organization.
- Prerequisites: Completion of foundational CSDM assessments on Foundation Data, Application Services, and Technical Services is required before engaging in this advanced Business Services assessment.
What This Enables You to Do
This Accelerator enables your organization to:
- Understand your current maturity level in managing Business Services and related CSDM elements.
- Identify gaps and opportunities to align with leading practices in CSDM Run maturity.
- Obtain tailored recommendations to optimize your configuration and governance of Business Services, Service Offerings, and Request Catalog Items.
- Engage multiple stakeholders across your organization to ensure comprehensive CSDM adoption and governance.
- Plan actionable next steps for implementation and continuous improvement of your CSDM framework.
Scope and Limitations
This assessment specifically excludes:
- CMDB data quality and discovery assessments.
- High-level or detailed CSDM model design and catalog taxonomy reviews.
- Technical troubleshooting or remediation related to existing CSDM implementations, Service Mapping, or governance processes.
By focusing on Business Services (Run) maturity, this Accelerator helps ServiceNow customers build a solid operational foundation for service management aligned with the CSDM standard, driving better service visibility, management, and governance across the enterprise.
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.
What You Get
The Accelerator activities are led by your Platform Architect.
- Introductory Customer Session (up to 240 minutes)
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- Review initiative approach and set expectations on process and depth of deliverable
- Review your objectives for the initiative
- Communicate expectations for participationNote: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)
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- 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)
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- 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
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- Workshop slides
- CSDM self-assessment on CSDM Business Services
- Recommended next steps
Requested Customer Resources
| 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
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
- 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