Populating and maintaining an accurate Configuration Management Database (CMDB), aligned with ServiceNow’s Common Service Data Model (CSDM), is a significant challenge for most enterprises. This guide outlines how to do it right, what types [...]

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 [...]

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 [...]

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 [...]

Each IT management framework has its distinct definitions, glossaries, and fanbase. And guess what? These often don't align or match with each other. Initially people differentiated between software and hardware. With the advent of massive [...]

Employees of an Enterprise typically consume Enterprise-wide capabilities that Fulfillers and AI Agents enable. The FullFillers and AI-Agents are platform-agnostic and consume data from Systems of Record (SoR), and interact with Systems of Engagement (SoE).Agentic [...]