Doing CSDM the right way

After countless successful ServiceNow CSDM implementations, we know how to best apply the Common Service Data Model, what you shouldn’t do with it and how to manage it.

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How we do it

Laying the right CSDM foundation starts with a good understanding of the model, and a thorough as-is analysis from our side. We also make sure to get your organization on board.

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CSDM Assessment & Roadmap

To paint a thorough picture of your current situation, we start with an assessment on People, Process, Technology and Data. The way we propose to get CSDM in place depends on the purpose or use case that has the highest priority within your organization. As such, organizational objectives and priorities will determine the desired To-Be Situation. Based on the gap, priorities and our experience in past implementations, we determine a roadmap and a detailed implementation plan for the first phase(s) of the implementation.



In an interactive way, we explain the Common Service Data Model (CSDM) to your organization and share our best practices with you. During the game, we’ll also discuss Organizational Change Management (OCM), as this is key to a successful CSDM implementation.


Everyone on board?

The customer organization needs to be heavily involved in the CSDM adoption process. Executive support is key here. Focusing on communicating the value of CSDM and frequent updates with key stakeholders will help to achieve management buy-in.


CSDM implementation

Following the detailed implementation plan, we embark on the CSDM journey. We set up a CSDM core team which will drive the implementation. The team consists of several Architects, a Technical Consultant, a Functional Consultant, an OCM Consultant and a Project Manager.


CSDM continued…

Any CSDM implementation should be seen as an ongoing journey where more parts of the model are adopted over time following a logical phased or incremental approach.

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Play our CSDM game

Want to get familiar with CSDM without any strings attached? Play our interactive CSDM game online or on location with your team to get familiar with the data model. Guided by our experts, you’ll also get practical and model a service yourself in small groups. You’ll leave this session with a good understanding of ServiceNow CSDM.

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What is the added value of CSDM?

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The CSDM acts as a blueprint for mapping your IT services to ServiceNow. The CMDB-based framework identifies where to place data for the modules you’re using. Plus, the CSDM is the standard for all ServiceNow products that use the CMDB. Following the CSDM framework ensures ServiceNow application data is correctly mapped to the appropriate CMDB tables.

Failure to follow the CSDM will result in limited platform ROI and benefits.

How will we migrate you towards the CSDM?

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CSDM tables have only been available OOTB for 2 years or less, which is why many ServiceNow instances rely on necessary customizations or non-conforming tables within the CMDB. So, there’s caution involved in this migration. In a nutshell, here’s how we do it:

  1. Back up your data
  2. Attribute mapping
  3. Dependency Assessment
  4. Refactor attributes
  5. Data Migration

Do you need to implement the ServiceNow CSDM to its full extent all at once?

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ServiceNow does not recommend implementing all elements of the CSDM at once. Based on experience, it is best to approach the CSDM in a staged manner. First, you build the foundation and then go through the stages of Crawl, Walk, Run and Fly.

In the CSDM methodology, what’s the difference between a Technical and Business Service?

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Technical Service
A Technical Service—supported by IT Operations—is generally provided to IT teams or consumers within an organization and is often supporting a business service (one of its building blocks/components).

We label a service as Technical when it is…

  • …provided by IT teams, DevOps teams, etc. and supports a Business Service
  • …supporting an infrastructure or applications
  • ..published to technology consumers or IT-focused teams


Business Service
A Business Service delivers value to a customer: it’s work or goods that are supported by an IT infrastructure. Business services are usually abstract and represent the highest level in your CMDB. These services should be represented the way the customer sees them, not from the viewpoint of IT.

We label a service as Business when…

  • …it is external-facing and/or published to end-users
  • …we can identify the consumer as a company, group or person
  • …it can be consumed as a stand-alone service
  • …it has an assigned price

Talk to the expert

Schedule a call with one of our ServiceNow CSDM experts. They’ll be happy to tell you more!

Talk to the expert