ServiceNows' Out-of-the-Box Change Management process, as included in the Zurich release, is a variant of ITIL V3.. This article details how to configure the Change Process to work seamlessly with DevSecOps, leveraging the recommended CSDM5 relationships. Afterward, Users don't have to be data analysts to use the CSDM data within change management as intended. Users can only select Services, Offerings, Instances, and CIs that are in scope of Change Mngt, ensuring that the Change Mngt process manages and communicates only relevant changes The recommended [...]

Industry figures consistently show that only about 25% of organisations realise meaningful value from their CMDB investments. In most cases, the CMDB data model is implemented from a predominantly technical perspective. As technology stacks grow more complex, the CMDB becomes increasingly difficult for business stakeholders to understand and use. The consequences are familiar: outdated operating models remain in place, modern practices are only partially adopted, data quality declines, operational costs rise, and the promised benefits of the CMDB fail to materialise. Experience across CMDB [...]

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 [...]

Introduction In the expansive world of ServiceNow, structure and clarity are key. ServiceNow's Common Service Data Model (CSDM) offers a recommended framework to bring order to IT ecosystems. While the CSDM is sound, it leaves considerable room for interpretation—making consistent application across an enterprise crucial for achieving meaningful results. Based on best practices and experience, here’s a guide to ServiceNow modeling for services, assets, and configuration items. Best Practices in ServiceNow Modeling 1) Understand Products vs. Instances A Product (often called a baseline, model, [...]