Best Practices for CSDM 5
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 [...]
Aligning APM, DPM, SCM, AI and CMDB
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 [...]
Enterprise Service Mngt (ESM) Capabilities?
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 [...]
What are AI Agent Cards in A2A?
An AI Agent Card is a structured, discoverable configuration file—essentially a digital resumé in YAML+ format—that describes an AI Agent according to the Agent-to-Agent (A2A) Protocol. It typically includes metadata such as the agent’s [...]
ServiceNow published CSDM 5
On May 8, 2025, ServiceNow released its long-anticipated Common Service Data Model (CSDM) 5 white paper. This 63-page document marks a significant evolution of the data model that underpins many ServiceNow implementations across IT [...]
ServiceNow AI, Update April 2025
This article outlines key developments and expectations in the rapidly evolving world of AI—particularly as it is being embedded and operationalized within the ServiceNow platform. By now, most professionals have interacted with some form [...]