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. A better way forward is to structure IT around six service portfolios, derived from the six solution types in the TBM [...]
How do Incidents, Changes, Problems, Events, Requests, Cases, Assets, and Dialogues connect to ServiceNow’s Common Service Data Model (CSDM 5)? The answer is CSDM 5+: a practical extension that shows the bigger picture, clarifies concepts, and provides implementation guardrails. 0. INTRODUCTION CSDM 5 defines six domains: Ideation & StrategyDesign & PlanningBuild & IntegrationDeliveryService ConsumptionFoundation These [...]
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 defined/described (relations between) artifacts for "Technology Consumers" (who?), "Technology Solutions" (what?), "Technology Resource Towers" (how?), and "Technology Cost Pools" [...]
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, AI prompts are replacing software code, and information is scattered across multiple repositories, each serving the different needs of different [...]
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 of items should (and should not) be registered in the CMDB, and the most effective methods to achieve high-quality data—both [...]
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 [...]
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 • [...]
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 [...]
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 Outsourcing, Cloud Services, and APIs, people began to distinguish between applications and infrastructure that could both be offered/consumed "as a [...]
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 AI itself does not employ a hard-coded process flow; instead, it reasons and determines its next steps/actions based on real-time [...]
Traditional IT models—based on projects, applications, or services—are struggling to keep pace with the demands of modern, digital-first enterprises. These older approaches lack the adaptability, customer focus, and continuous delivery needed today. A product-centric approach addresses this by aligning IT around ongoing value, end-user outcomes, and full-lifecycle accountability. 🔄 Limitations of Traditional IT Models Projects [...]
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 name, provider, capabilities, skills, API endpoint (URL), authentication mechanism, tags, and governance characteristics. These cards are either served directly by [...]
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 organizations globally. CSDM 5 introduces a refined structure consisting of seven domains, each representing a core capability area: Ideation & [...]
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 of Generative AI—be it Co-Pilot, ChatGPT, Gemini, LLaMA, DeepSeek, or others. Many have also activated NOW Assist within ServiceNow and [...]
Many people are currently producing business cases for AI in IT. In this article the considerations and a rough outline of the changing costs. is provided Of course, each organization and each AI implementation are different. The rough numbers here must be customized for your use cases and the current and future state that [...]
In another article ChatGPT generated a proposal on how to implement, maintain and innovate a ServiceNow Platform. In this article you can find the average rates that were used by ChatGPT for that article per role, differentiating on seniority/experience and sourcing model. DISCLAIMER: the figures herein are indications. actual figures are subject to variations (up [...]
There are several ways to approach sourcing for a ServiceNow project in the Netherlands. You can opt to manage it internally, bring in temporary expertise, or partner with one of the Big Five consultancies—be it through local, nearshore, or offshore resources. Each of these options comes with its own set of pros and cons. Factors [...]
Organizations frequently experience confusion regarding Configuration Management Databases (CMDB's). This confusion arises because there is currently no single, universally followed standard. Various authorities, governance bodies, auditors, and technology vendors have each introduced overlapping frameworks. As a result, the definitions of key concepts—such as Configuration Items, CMDBs, and Assets—often differ depending on the source. Even within [...]
The Future of Configuration and Asset Databases (CADB) in an AI-Driven IT Landscape: A Vision for 2027 In today's rapidly evolving IT environment, traditional Configuration Management Databases (CMDBs) are increasingly falling short. They lack fine-granular data, are rarely updated in near real-time, and struggle to keep pace with the fragmented nature of modern IT [...]
As you may have noticed, things are rapidly changing in IT. The biggest change is the automation of tasks that used to be done manually. New frameworks such as DevSecOps and new Technologies such as AI are emerging, It probably is not discussed publicly that billions of Euros investments in legacy technologies/practices will vaporize [...]
At the end of the year, some look back and—more importantly—some look forward. I did both. When looking backward, I noticed many people complaining about getting value for money from their IT4IT investments. After two decades, Gartner stopped publishing the Magic Quadrant for ITSM tools. Configuration Management (as a process to maintain CMDB content) is [...]
Below is an overview of 727 IT management tools meticulously grouped into eight primary categories. This compilation highlights the breadth and depth of the IT management landscape, from strategic planning and governance to day-to-day operations and security oversight IT Enterprise Architecture (EA) – 33 Tools Focused on aligning technology strategies with overarching business objectives, [...]
The landscape of IT management is undergoing a seismic shift. Traditional IT service management (ITSM) tools, once the backbone of IT operations, are no longer sufficient to meet the growing demands of modern organizations. Technologies such as Enterprise Architecture (EA) tools, Observability platforms, Artificial Intelligence (AI), Continuous Delivery as a Service (CDAAS), SecOps, and DevOps [...]
Here’s an integrated overview of how your enterprise will handle the Joiner, Mover, and Leaver (JML) processes, utilising Workday, Azure AD, Saviynt, Intune, JAMF, Ariba, ADP, and ServiceNow while addressing all requested elements. 1. Joiner Process (Onboarding) 1.1 Triggering the Process Permanent Staff: Workday acts as the source of truth for HR master data. A new hire record is created [...]
Enterprise Service Management (ESM) is the practice of applying service management principles—traditionally used in IT Service Management (ITSM)—to other areas of an organization, such as HR, finance, facilities, legal, or customer service. Essentially, it extends ITSM's structured approach to managing and delivering services across the entire enterprise. Key Features of ESM Unified Service Delivery: ESM [...]
