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ServiceNow Common Service Data Model

Building the basics right

The ServiceNow Common Services Data Model (CSDM) is a best practice framework that is the very foundation of all processes within ServiceNow. As one of the most important elements of ServiceNow, CSDM defines where data should be stored and managed, and how all data is related to each other.

Breaking down the legacy siloes, CSDM gives you control over your processes: enterprise wide. CSDM provides full transparency into service and application data from different domains. Consolidated in one single view, CSDM provides you the ability to pro-actively manage service performance and align IT strategy with your business strategy and capabilities.

Ultimately, the combination of CSDM and ServiceNow serves as the foundation for digital transformation. With streamlined supporting activities and value streams fully integrated on the Now Platform, you can realize full-value chain alignment, improved quality, transparency, better insights, automation, and lower costs.

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Dylan Veerman
CSDM Capability Lead
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3 lessons learned from implementing CSDM

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Why is CSDM important?

CSDM enables you to link your IT CIs in your CMDB to your services, users, costs and more, based on best practice. The guidance within CSDM enables the standardization and modeling of your CMDB that is used by multiple ServiceNow products.

This standardization of your CSDM means that it can be used as a reference for mapping your IT services into ServiceNow, helping you identify where to place service and application related data within the CMDB.

As ServiceNow products are standardizing their use of data from the CMDB not having CI data in these prescribed CMDB tables, may mean you will not be able to unlock the full value of the ServiceNow platform.

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Getting started with the CSDM

The benefits of CSDM are many – from more accurate reporting, increased platform maturity, a single service language, to staying OOTB to better control over service costs. But, such benefits can only be achieved by implementing CSDM the right way.

Based on our extensive experience, we do not recommend trying to implement all elements of the CSDM data model at once. We see organizations maximize gains by practicing restraint and introducing CSDM in a staged manner: Crawl, Walk, Run, Fly. It is the best way to ensure you get to organize your data in line with your organizational context.

Play our CSDM game!

Familiarize yourself and your team with the ins and outs of CSDM when you play our CSDM game. Get to know the concept and theory behind CSDM based on interactive, real-life examples.

Learn what it means to Crawl, Walk, Run and Fly through the different phases of the CSDM data model and understand which phase best suits your organization at any point in time.


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Contact person

Dylan Veerman
CSDM Capability Lead