Prioritizing Service Information – CMDB and CSDM Approach and Alignment


Without a solid approach to obtaining and organizing service-related information, it is nearly impossible to mature processes and improve services. Even if you conceptually understand the CSDM and CMDB, it is not an easy undertaking to approach the activities and bring them to life on the ServiceNow platform. Challenges with ownership and collection of certain service data can also complicate this process further.

Service Optimization can help you to align your business needs if:

  • You lack a solid understanding of how to implement using CSDM as the framework and maturing CMDB with services and service offerings,
  • You do not have enough personnel that understand the concepts or lack a service design background in your organization,
  • Are still grounded around basic ITSM processes which are manual and time-consuming, or
  • Are unable to take advantage of automation or other adaptive features on the ServiceNow platform.

Cask provides a roadmap to mature service information by helping guide the prioritization of service information while also providing some likely places to look for this information within your organization.

Our team will assess where you are in your CSDM/CMDB journey and adjust their approach, in conjunction with your CMDB. We strive to ‘right fit’ the approach that best helps our customers to obtain improvements, close gaps, and gain value. While the model may recommend an incremental set-up, this may not be the right approach based on your specific requirements, so Cask will help you to determine your preferred order for implementation.

With a quick model for organizing service information in terms of business focus, Cask can help your business areas further be divided into the CSDM domain areas to build upon incrementally.

We also recommend that a continual service improvement approach should be in place (plan, do check, act) to ensure value is being derived on a consistent basis.

Service AttributesIt is important to understand the dependencies between the CMDB and the ITIL processes. The critical success factor is to target the data needed for services and then ensure that the ITIL processes are designed to support and deliver those services. Pinpointing relevant service information for ingesting into the platform will allow your data to be consumed by other areas (ITSM, ITOM, ITBM, and ITAM – Operations, Service Desk, Service Ownership, and Business Management).

This approach gets to the heart of the data needed for their use case, taking the framework and turning it into an actionable plan.

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