This intensive 2-day training addresses the various roles involved in designing and operating ServiceNow CSDM and related processes. The program provides a detailed exploration of the ServiceNow CMDB/CSDM connection, ITIL and TBM.
Professionals from diverse fields will gain a common language of terminology and be able to work together towards a common goal. Throughout the course, we will answer the essential question “why should we do this?” in multiple contexts to provide a broader picture of the interdependencies between processes, data, and tools.
- Product Manager
- Product Owner
- Process Owner
- Enterprise Architect
- Solutions Architect
- ServiceNow Business Consultant
- ServiceNow Technical Consultant
- Configuration manager
- CMDB Manager
- CMDB Administrator
- Platform Owner
- Platform Architect
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Establishing a common terminology language
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Understanding work frameworks and their interdependence
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Best practices in designing and operating ServiceNow CSDM/CMDB
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How ServiceNow CMDB is related to software development and asset management
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Best practices for populating the CMDB and keeping information up to date
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Hands-on labs for Incident and Change Enablement, with and without CSDM
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Practical Service Design activities on CSDM
After completing this applied training, participants will be able to:
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To learn the CSDM 5 concepts and their practical impact
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Use TBM Taxonomy in ServiceNow CMDB/CSDM implementations
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Design CSDM aligned solutions for ServiceNow, including:
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Correctly defining and configuring Service Instances in multiple contexts (standalone applications, cloud, dynamic CI groups, etc.)
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Technical Service Offerings with full coverage
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TBM-aligned Business Service Offerings
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Service Lifecycle Management
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Understand the options and limitations in implementing processes ITIL from the perspective of the platform and the organization
- Hands-on experience with the ServiceNow platform.
- Basic knowledge of enterprise architecture and processes ITIL.
Day 1:
Establishing a common language
TBM – using the correct elements
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Overview of the TBM Taxonomy
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Focus on Technology Resource Towers and Technology Solutions Layer
ITIL – use of best practices
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PRACTICE ITIL Basic
CSDM – using the correct data model
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Can we work without CSDM?
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Why do we need CSDM?
Integration of elements
TBM taxonomy
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How is it used in CSDM modeling?
Hands-on: Defining an Offer using TBM
ServiceNow with and without CSDM
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What is the difference?
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How is it ITIL completed by CSDM?
Hands-on: Practical game "Incident and Change"
Day 2:
CSDM Domain Walk
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Ideation and Strategy
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Design and Planning
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Service Delivery
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Service Consumption
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Build and Integration
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Foundation
Hands-on: Defining a CSDM-enabled data model
CMDB/CSDM and software development
CMDB/CSDM and asset management
CMDB/CSDM discovery sources
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When we add a new source
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How do we maintain data consistency?
Service Mapping
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Types of Maps Services
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Service Maps in the context of CSDM
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Service Maps in the context of processes
How we manage information quality
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Using ServiceNow workflows
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governor
Maintaining data quality
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Adding/Updating/Removing CSDM elements
Hands-on: Exploring Incident/Change models with CSDM
wrap-up
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ServiceNow solutions that use structured data through CSDM
- Agile & ServiceNow – Plan, Align and Deliver
- Performance Analytics – Power Dashboards with ServiceNow
- ITIL® 4 Foundation
This course is not associated with an official certification program.
FAQ ServiceNow Common Service Data Model (CSDM) 5.0 for Managers and Consultants
How does adopting CSDM 5.0 help increase ROI in ServiceNow implementations?
CSDM 5.0 provides a unified data model that eliminates silos and enables direct correlation between IT services and business impact, leading to faster decisions and reduced operational costs.
Why is dedicated training essential to achieve ROI from CSDM 5.0?
Without the proper understanding of the data model and governance, organizations implement CSDM superficially, which drastically reduces the value of the investment and limits automation.
What impact does CSDM 5.0 have on the operational costs of a B2B company?
Standardizing data and relationships between services reduces duplication of work, improves automation, and optimizes ITSM processes, leading to lower recurring costs.
How does CSDM 5.0 help align IT with business objectives and increase the value of the investment?
By clearly defining services and their relationships, CSDM allows direct mapping between infrastructure and business outcomes, facilitating the justification of IT investments.
What are the risks of negative ROI in the absence of a correct CSDM implementation?
Without a coherent data structure, automation and analytics become inefficient, and the ServiceNow platform operates fragmentedly, reducing the benefits of the investment.
How does CSDM 5.0 accelerate digital transformation and implicitly return on investment?
CSDM 5.0 introduces support for the entire digital product lifecycle and technologies like AI, enabling rapid scaling and strategic value generation.
What skills acquired in the course directly influence the organization's ROI?
Participants learn to design correct data models, align CMDB with business processes, and implement best practices, which maximizes platform usage.
How does CSDM 5.0 improve reporting and decision-making capabilities?
The standardized model enables service-level reporting and contextual analysis, giving management real visibility into performance and risks.
How does CSDM maturity influence the level of automation and operational efficiency?
A well-implemented CSDM provides context for intelligent automation, reducing manual intervention and increasing the speed of process execution.
Why should B2B companies invest in training teams on CSDM 5.0?
Training ensures a common language and consistent implementation, increasing adoption, data quality, and the ability to generate measurable value from ServiceNow.
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