ServiceNow published a PowerPoint presentation with 132 slides with examples on how one could model the IT landscape accormodeoding to CSDM 5. Although I generally love CSDM, some appear to go overboard when modelling their IT landscape in ServiceNow. Let's take an example: How (not) to model the ServiceNow Platform in CSDM 5. The ServiceNow platform that is used for different types, sizes, maturities of companies, for different things, by different people, in different cultures, that often are using multiple process frameworks. The CSDM [...]

AI Support Agent Conversation Playbook – Multilingual IT Support via Microsoft Teams Overview This playbook provides 25 conversation examples for a multilingual AI agent that supports users via Microsoft Teams across the following IT domains: • End-User Devices • Identity & Access Management • Business Applications • Networking & Telecommunication • Collaboration Tools • Cloud Infrastructure • General Support & Universal Requests • Sensitive Security or Compliance Issues Each scenario includes a typical user question or issue, the AI agent’s diagnostic and response [...]

So, you have read the CSDM 5, and you have a general idea. However, there are numerous open questions and choices . This article describes the Practices that i recommend for what (not) to model in ServiceNow. Applying these recommendations avoid issues down the line. What to store in ServiceNow: In the Digital Products Portfolio (Baselines): All Digital Services that are formally offered as a Service to the Company, incl. Infrastructure, Applications, and AI Digital Assets (non versioned). [...]