Structuring IT the Smart Way: Six Top-level Services for Enterprises
For many organizations, IT is still structured around systems, platforms, or departments. While that might have worked in the past, it often results in fragmented ownership, blurred accountabilities, and difficulties aligning with business needs. [...]
Why reinvent the wheel? Use TBM 5.0 Content in the CSDM 5.0 Data Model
ServiceNow defined a Common Service Data model (CSDM5) without content. The TBM Council defined both a data model (TBM5) and its content. This article describes how to populate the content of TBM5 into CSDM5. TBM5 [...]
Rethinking IT Foundations: From SaaS to Services, Products, and Beyond
For years, we’ve relied on concepts like SaaS, PaaS, IaaS, and DCaaS to describe how technology is delivered. These terms still exist, but they no longer fully capture today’s reality. Why? As platforms become software-defined, [...]
How to manage content in ServiceNow CMDB/CSDM?
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 [...]
Going overboard with CSDM 5?
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 [...]
25 AI Support Agent Conversation Examples
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 [...]