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" [...]
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 [...]
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, [...]
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 [...]
What was once known as ITIL configuration management no longer exists in the same form or approach. However, the core principles – recording what will come, what currently exists, and what once was – remain intact. Those familiar with PRINCE2 might recall that it also had a configuration management component, though its meaning differed from [...]
