CSDM Data Models

Example of Service Data Models

Asset number: 0003134

June 2024
How to use this deck
Review the CSDM Workshop – Getting Started to understand how to populate the data into your ServiceNow
platform based on the right persona.

1. Review the Data Model, Definitions and relationships, use as a reference.

2. Use the Lexicon or spreadsheets to ‘work through scenarios’

3. Find the diagram that best fits your use case. Consider critical applications, production environment and the
type of deployment (SaaS, Platform/Host, Client/Server, etc)

4. Duplicate the lexicon and diagram slides

5. Enter the data into the right boxes based on CSDM definitions, table guidance and relationships - needs – work
through different use cases to get a conceptual idea. Do not do this for every application.

5. Enter the data into the Data Modeling workbook to further work out possible use cases and offerings as related
to a Service. Customers should work with their resources to gather this information.

6. Manually enter data in ServiceNow to gain an understanding of how to record your data into the platform.

7. Import the data using import sets once you have populated the workbook.

© 2024 ServiceNow, Inc. All Rights Reserved

Common Service Data Model Foundation
Business Process: A method of related steps that
stakeholders take to achieve a business goal.
CMDB Group: A collection of CIs based on the results of
saved Query Builder queries, encoded queries, or manual
entries.
Product Models: Specific versions or configurations of
products used for managing and tracking through various
ServiceNow platform applications.
Contracts: Contracts contain detailed information such as
contract number, start and end dates, active status, terms
and conditions statements, documents, renewal
information, and financial terms.
Common Data: Shared data that is prevalent throughout
the Now Platform.
Lifecycle: The Life Cycles are standard fields and values
for tracking life cycle stages and stage statuses for
Products, Assets, Contracts, CIs, Locations, and more.
Design
Business Capability: A high level capability required by
the organization to execute its business model.
Business Application: A purchased, or internally
developed application used to support a business
capability.
Information Object: Describes the type of data that is
being interchanged between the business application and
the database serving it.
Build
SDLC Component: The SDLC Component is a
configuration item that represents a unique development
effort.
Manage Technical Services Sell / Consume
Application Service: Logical representation of a deployed system or application stack. Service Portfolio: Hierarchical categorization of business services (Products & Services) that
Technical Service: Published to service owners and typically underpins one or more business define strategic business value and facilitate the management of their life cycle.
services. A Technical Service may have an operational view made up of one or more Technical Business Service: Published to business users and it typically underpins one or more business
Service Offerings. capabilities. Business services are often orderable by business users. Business users are able to
Technical Service Offering: Stratification of the Technical Service into options, including select the desired offering and service commitment levels via a Service Catalog.
localization/geography, environment, pricing, availability, capability, support group (INCIDENT), Business Service Offering: Stratification of the Business Service into options, including
technical approval group (CHANGE) and packaging options. localization/geography, pricing, availability, capability, criticality, business approval group
Dynamic CI Group: a dynamic grouping of configuration items (Cis), based on results of CMDB (CHANGE), and packaging options.
Groups queries. Request Catalogue: Consumable catalogue view of available business & technical products,
Configuration Item (CI): Physical and logical components of an infrastructure that are currently, services, service commitment options, and offerings.
© 2024 ServiceNow, Inc. All Rights Reserved
or soon will be, under configuration management.
 Domain

CSDM Tables and Relationships

Design
Build
Manage Technical Services
Sell / Consume

CSDM CSDM Relationships

Tables
Conceptual Model Physical Model From Relationship To
Business Capability cmdb_ci_business_capability Business Capability Provided by
Business Application
Business Application cmdb_ci_business_app Business Capability Provided by
Business Service
Information Object cmdb_ci_information_object Uses
Business Application Information Object
*SDLC Component cmdb_sdlc_component uses reference attribute
Business Application Business Application
cmdb_ci_service_technical Contains
Technical Service “Service Classification” = Technical Service Business Application SDLC Component
Contains
Technical Service service_offering
*SDLC Component Application Service
Offering “Service Classification” = Technical Service
Consumes
cmdb_ci_service_auto: Business Application Application Service
For Manual & Service Mapping: Depends on/sends Data To
cmdb_ci_service_discovered Application Service Application Service
Application Service
Query Based: cmdb_ci_query_based_service Application Service
Depends on
Application
Tag Based: cmdb_ci_service_by_tags
“Service Classification” = Application Service Runs on
Application Infrastructure CIs
cmdb_ci_query_based_service uses reference attribute Technical Service
Dynamic CI Group “Service Classification” = Technical Service Technical Service
Offering
Application cmdb_ci_appl Technical Service Contains
Application Service
Offering
Infrastructure CIs * - various Technical Service Contains
Dynamic CI Group
Offering
Service Portfolio service_portfolio (not a CMDB CI) Uses related list
Dynamic CI Group Infrastructure CIs
cmdb_ci_service_business
Business Service uses reference attribute
“Service Classification” = Business Service *Service Portfolio Business Service
Business Service service_offering uses reference attribute Business Service
Offering “Service Classification” = Business Service Business Service
Offering
Business Service Depends on
*Request Item Catalog sc_catalog (not a CMDB CI) Application Service
Offering

Not in the
CMDB © 2023 ServiceNow, Inc. All Rights Reserved.
Optional
Blank Lexicons
Use to model your data
CSDM Lexicon for [Name of App] (Crawl)

Description Name (Fill this out) ServiceNow

Business Application Business Application
Name of enterprise application used to provide [cmdb_ci_business_appl]
the capabilities of the business
Application Service Application Service
Deployed instance based in environment and [cmdb_ci_service_discovered]
deployed location

© 2024 ServiceNow, Inc. All Rights Reserved

CSDM Lexicon for [Name of App] (Crawl-Walk)

Description Name (Fill this out) ServiceNow

Business Application Business Application
Name of enterprise application used to provide [cmdb_ci_business_appl]
the capabilities of the business
Application Service Application Service
Deployed instance based in environment and [cmdb_ci_service_discovered]
deployed location

Technical Service offering that Technical Service Offering

administrates/develops/supports the [service_offering] classification of
application based on location/support/sla (may Technical
have more than 1)

Technical Service provided by IT aligns to Technical Service

technology towers (Parent Service) Example: [cmdb_ci_service_technical]
Network Services, Database Services,
Application Mgmt Services

© 2024 ServiceNow, Inc. All Rights Reserved

CSDM Lexicon for [Name of App] (Crawl-Walk-Run)

Description Name (Fill this out) ServiceNow

Business Application Business Application
Name of enterprise application used to provide [cmdb_ci_business_appl]
the capabilities of the business
Application Service Application Service
Deployed instance based in environment and [cmdb_ci_service_discovered]
deployed location

Technical Service offering that Technical Service Offering

administrates/develops/supports the [service_offering] classification of
application (may have more than 1)based on Technical
location/support/sla

Technical Service provided by IT aligns to Technical Service

technology towers (Parent Service) Example: [cmdb_ci_service_technical]
Network Services, Database Services,
Application Mgmt Services
Business Service offering what the business Business Service Offering
offers the employee to “do the work.” Example [service_offering] classification of
is desktop software, pcs, client software, Business
printers, etc
Business Service a service that the company Business Service
provides to meet the capabilities of the [cmdb_ci_service_business]
company

© 2024 ServiceNow, Inc. All Rights Reserved

CSDM Lexicon for [Name of App] (Crawl-Walk-Run-Fly)
Description Name (Fill this out) ServiceNow
Business Capability Business Capability
What the company is capable of (industry [cmdb_ci_business_capability]
specific and supporting capabilities)
Business Application Business Application
Name of enterprise application used to [cmdb_ci_business_appl]
provide the capabilities of the business
Application Service Application Service
Deployed instance based in environment and [cmdb_ci_service_discovered]
deployed location
Technical Service offering that Technical Service Offering
administrates/develops/supports the [service_offering] classification of Technical
application based on location/support/sla
(may have more than 1)
Technical Service provided by IT aligns to Technical Service
technology towers (Parent Service) Example: [cmdb_ci_service_technical]
Network Services, Database Services,
Application Mgmt Services
Business Service offering what the Business Service Offering
business offers the employee to “do the [service_offering] classification of Business
work.” Example is desktop software, pcs,
client software, printers, etc (may have more
than 1)
Business Service a service that the Business Service Offering
company provides to meet the capabilities of [service_offering] classification of Business
the company

Service Portfolio the combination of like Business Service

services. Example Technology Services, [cmdb_ci_service_business]
Financial Services, Human Resource
Services, etc)
© 2024 ServiceNow, Inc. All Rights Reserved
Basic Diagram
 Manage
Technical
Basic Diagram Crawl/Walk Maturity Service Mapping References Design
Consume

Business
Business Business Application
Application Application Application C
App App App
Product Application A Product
Application B Product SaaS
model model model

Consumes Consumes Consumes

Tech Application Application Application

Service Contains Service Service Service
References
Offering PROD PROD PROD
App C SaaS
App A Support App A PROD App B PROD Depends
Prod on
Software
Tech Ven SLA Product
Software
Product
Service model model
** This is high level depiction and is not
App Mgmt
Services Tech representative of every organization. Not every
Contains box should or may be populated.
Service
Offering
Ven App B Support SLA Application Application Vendors (3rd Party Support), Locations and SLAs
Hardware
Product
AppA@serve AppB@serve are managed on the Service Offering.
model r123 r456
Runs On Runs On Use Service Builder to build out Services and
Contains
Tech Service Service Offerings. Free in platform.
Technical Dynamic CI Server123
References Offering
Services Group
Windows
Compute/
Administratio
Query:All Win
Server456 A dynamic CI group can be created with the
Hosting Servers
Ven n SLA Application Servers based on running processes
MSSQL@serv
er Softwar
and or name of servers and mapped to the
Technical Dynamic CI
Services
References Tech Service Contains 123 e Application Service as a form of Service Mapping.
Group MSSQL@serv Product
Offering
Database Query:MSSQL er
model
SQL Support Apps
Services Ven SLA 456

Technical Ven
Tech Service SLA Switch1001
Dynamic CI
Services References Offering Group Contains Hardware
Product
Network Network Query:Network
Router 01 model
Services Support Gear © 2024 ServiceNow, Inc. All Rights Reserved
Ven SLA
 Manage
Technical
Basic Diagram Run Maturity Service Mapping References Design
Consume

Business Business Business

Application Application Application
App App App Application C
Application A Application B
Product Product Product SaaS
model model model Service
Portfolio A
Service
Depends on Offering
Example A
Consumes Consumes Applicatio Ven SLA References References
Software Product
n Service
model PROD
Tech Application Application App C SaaS
References
Service Contains Service Service Service Business
Prod
Offering PROD PROD Offering Service
Tech Depends on Example A Service #1
Ven App A Support SLA App A PROD App B PROD
Ven
Service SLA
App Mgmt Depends on
Services Tech
Contains Service
Service
Offering Offering Business
Ven App B Support SLA Application Application Example B Service
Ven SLA
Hardware
Product
AppA@serve AppB@serve Service #2
model r123 r456
Runs On Runs On
Contains
Tech Service
Technical Dynamic CI Server123
References Offering
Services Group
Windows
Compute/ Query:All Win
Administratio Servers Server456
Hosting Ven n SLA ** This is high level depiction and is not
MSSQL@serv representative of every organization. Not every
Technical er Softwar
References Tech Service Dynamic CI Contains 123 e box should or may be populated.
Services Group MSSQL@serv Product
Offering
Database Query:MSSQL er
model
SQL Support Apps Vendors (3rd Party Support), Locations and SLAs
Services Ven SLA 456
are managed on the Service Offering.
Technical Ven
Tech Service SLA Switch1001
Dynamic CI
Services References Offering Group Contains Hardware Use Service Builder to build out Services and
Product
Network Network Query:Network
Router 01 model Service Offerings. Free in platform.
Services Support Gear © 2024 ServiceNow, Inc. All Rights Reserved
Ven SLA
 Manage
Service Mapping References Technical

Basic Diagram Fly Maturity Strategic

Design
Consume
Relationship
Business (Provides)
Capability Provided
Leaf Capability by::Provides
AA

Business Business Business

Application Application Application
App App App Application C
Application A Application B
Product Product Product SaaS
Service Service
by::Provides
Provided

model model model

Portfolio A Portfolio B
Service Ref
Depends on Offering
Example A
Consumes Consumes Applicatio Ven SLA References
Software Product
n Service
model PROD
Tech Application Application App C SaaS
References Contains Service Service Service Business
Service Prod
PROD PROD Offering Service
Offering Depends on
Tech Ven App A Support App A PROD App B PROD Example A Service #1
SLA
Service Ven SLA
App Mgmt Depends on
Services Tech
Contains Service
Service Ref
Offering Offering Business
Ven App B Support SLA Application Application Ven
Example B Service
SLA
Hardware
Product
AppA@serve AppB@serve Service #2
model r123 r456
Runs On
Runs On
Contains
Tech Service
Technical Dynamic CI
References Offering Server123
Services Group
Windows Query:All Win
Compute/ ** This is high level depiction and is not
Administratio Servers Server456
Hosting Ven
representative of every organization. Not every box
n SLA
MSSQL@serv should or may be populated.
Technical Dynamic CI er Softwar
Services References Tech Service Contains 123 e
Group
Offering MSSQL@serv Product
Vendors (3rd Party Support) and SLAs are managed on
Database Query:MSSQL model
SQL Support Apps er
Services Ven SLA the Service Offering.
456

Technical
Ven
Tech Service SLA Switch1001 Use Service Builder to build out Services and Service
Dynamic CI
Services References Offering Group Contains Hardware Offerings. Free in platform.
Product
Network Network Query:Network
Router 01 model
Services Support Gear © 2024 ServiceNow, Inc. All Rights Reserved
Ven SLA
References
Platform Host and App
Example
ServiceNow- Software as a Solution (SaaS)
CSDM Lexicon for ServiceNow (Run) Platform Host and
SaaS with No infrastructure Platform App Example
Description Name (Fill this out) ServiceNow

Business Application ServiceNow Platform (Platform Host) SaaS Business Application

Name of enterprise application used to provide ServiceNow Event Mgmt (Platform App) SaaS [cmdb_ci_business_appl]
the capabilities of the business ServiceNow Incident(Platform App) SaaS
ServiceNow Application Portfolio Mgmt (APM)(Platform App)
ServiceNow Integrated Risk Mgmt(Platform App) SaaS
ServiceNow Employee Service Mgmt(Platform App) SaaS
ServiceNow Financial Service Mgmt (Platform App) SaaS
Application Service SN Platform (Platform Host) SaaS Application Service
Deployed instance based in environment and SN Event Mgmt (Platform App) SaaS [cmdb_ci_service_auto] (only if it
deployed location. (The individual apps do not SN Incident(Platform App) SaaS has a mapping to a CI is it in the
have a reference to each other, only to the SN Application Portfolio Mgmt (APM)(Platform App) [cmdb_ci_service_discovered]
Platform Host) SN Integrated Risk Mgmt(Platform App) SaaS table
SN Employee Service Mgmt(Platform App) SaaS
SN Financial Service Mgmt (Platform App) SaaS
Technical Service offering that ServiceNow Administration Technical Service Offering
administrates/develops/supports the application System Monitoring [service_offering] classification of
(may have more than 1)based on Technical
location/support/sla
Technical Service provided by IT aligns to Application Mgmt Services Technical Service(s)
technology towers (Parent Service) Example: Monitoring Services [cmdb_ci_service_technical]
Network Services, Database Services, Application
Mgmt Services
Business Service offering what the business SN Incident Mgmt Business Service Offering(s)
offers the employee to “do the work.” Example is SN Application Portfolio Mgmt [service_offering] classification of
desktop software, pcs, client software, printers, SN Integrated Risk Mgmt Business
etc SN Onboarding
SN Finance Mgmt
Business Service a service that the company End User Services (Client Services, etc) Business Service(s)
provides to meet the capabilities of the company Enterprise Architectural Services [cmdb_ci_service_business]
Risk Management Services
HR Services
Financial Services © 2024 ServiceNow, Inc. All Rights Reserved
 ServiceNow Platform (Run) Service Mapping References
Manage
Technical
Design
SaaS with no infrastructure Host App Service to App
Service relationship, each Consume
Updated: 07-18- has a dependency to the Strategic
2023 platform Host
Architecture Platform Apps
Types: Platform
Platform App Host
Platform Host References
Business Business Business Business Business Business
Business Application Application Application
Application Application Application
Application ServiceNow Employee Financial
ServiceNow SN Incident ServiceNow
ServiceNow *IRM Service Mgmt Service Mgmt
Business Event Mgmt Mgmt *APM
Platform
Application Consumes Consumes Consumes Consumes Consumes Consumes
Consumes

Depends on
Application Application Application Application Application Application
Application Service Service Service Service
Application Service Service
Service Integrated Financial
Employee
Services *Event Mgmt Incident Risk Mgmt Service Mgmt Service Mgmt
*APM Prod
SN Utah Prod Prod Mgmt Prod Prod Prod
Dev QA Dev QA Dev QA Dev QA Dev QA Dev QA Dev QA
Contains Contains Contains Contains Contains

Contains Contains Depends on Depends on Depends on Depends On Depends on

Tech Service Tech Service Bus. Service Bus Service Bus Service Bus Service Bus Service
Offering Offering Offering Offering Offering Offering Offering
Service Offerings
ServiceNow System SN Incident SN Application SN Integrated SN Onboarding SN Finance App
Administration Monitoring Mgmt Portfolio Mgmt Risk Mgmt Support

References References References References References References References

Technical Technical Business Business Business Business Business

Service Service Service Service Service Service Service
Services
Application Monitoring End User Enterprise Risk Mgmt HR Financial
Mgmt Services Services Architectural Services Services Services
Services Services

*APM = Application Portfolio © 2024 ServiceNow, Inc. All Rights Reserved

Management
CSDM Lexicon for ServiceNow (Fly) Platform Host and
Platform App Example

Description Name (Fill this out) ServiceNow

Business Capability Enterprise Resource Planning Business Capability
What the company is capable of (industry specific and supporting Manage Technology [cmdb_ci_business_capability]
capabilities) Manage Enterprise Risk
Manage Human Resources
Manage Finances
Business Application ServiceNow Platform (Platform Host) SaaS Business Application
Name of enterprise application used to provide the capabilities of the ServiceNow Event Mgmt (Platform App) SaaS [cmdb_ci_business_appl]
business ServiceNow Incident(Platform App) SaaS
ServiceNow Application Portfolio Mgmt (APM)(Platform App)
ServiceNow Integrated Mgmt(Platform App) SaaS
ServiceNow Employee Service Mgmt(Platform App) SaaS
ServiceNow Financial Service Mgmt (Platform App) SaaS
Application Service ServiceNow Platform (Platform Host) SaaS Application Service
Deployed instance based in environment and deployed location ServiceNow Event Mgmt (Platform App) SaaS [cmdb_ci_service_auto] (only if it has a mapping to
ServiceNow Incident(Platform App) SaaS a CI is it in the [cmdb_ci_service_discovered] table
SN Application Portfolio Mgmt (APM)(Platform App)
Integrated Risk Mgmt(Platform App) SaaS
Employee Service Mgmt(Platform App) SaaS
Financial Service Mgmt (Platform App) SaaS
Technical Service offering that administrates/develops/supports ServiceNow Administration Technical Service Offering
the application based on location/support/sla (may have more than System Monitoring [service_offering] classification of Technical
1)
Technical Service provided by IT aligns to technology towers (Parent Application Mgmt Services Technical Service
Service) Example: Network Services, Database Services, Application Monitoring Services [cmdb_ci_service_technical]
Mgmt Services
Business Service offering what the business offers the employee SN Incident Mgmt Business Service Offering
to “do the work.” Example is desktop software, pcs, client software, SN Application Portfolio Mgmt [service_offering] classification of Business
printers, etc (may have more than 1) SN Integrated Risk Mgmt
SN Onboarding
SN Finance Mgmt
Business Service a service that the company provides to meet the End User Services (Client Services, etc) Business Service
capabilities of the company Enterprise Architectural Services [service_offering] classification of Business
Risk Management Services
HR Services
Financial Services
Service Portfolio the combination of like services. Example Strategy and Vision Portfolio Service Portfolio
Technology Services, Financial Services, Human Resource Services, Technology Portfolio [service_portfolio] (Not a CI)
etc) Enterprise Risk Portfolio © 2024 ServiceNow, Inc. All Rights Reserved
Human Resource Portfolio
Financial Mgmt Portfolio
ServiceNow Platform (Fly) Host App Service
to App Service
Strategic
Relationship
References
Manage
Technical
Design
SaaS with no infrastructure relationship (Provides)
Consume
Updated: 07-18-2023
Business Business Business Business Business
APM Capabilities Capabilities Capabilities Capabilities Capabilities
Implementation Enterprise Manage
Resource Manage Manage Human Manage
Business Planning Technology Enterprise Resources Finances
Capabilities Provided by Provided by Risk
Provided by Provided by Provided by

Business Business Business Business Business Business Business

Business
Application Application Application Application References Application Application Application
Applications
ServiceNow ServiceNow SN Incident ServiceNow ServiceNow Employee Finance
Platform Event Mgmt Mgmt *APM *IRM Service Mgmt Service Mgmt

Consumes Consumes Consumes Consumes Consumes Consumes Consumes

Depends on

Application Application Application Application

Application Application Application
Service Service Service Service
Service Service Service
Application SN Utah *Event Incident Integrated Risk Employee Financial
Services Prod Mgmt Prod Mgmt Prod *APM Prod Mgmt Prod Service Mgmt Service Mgmt
Prod
Dev QA Dev QA Dev Dev QA Dev QA Dev QA Dev QA
QA Depends on
Contains Contains Contains Depends on Contains Depends on Contains Contains Depends On Contains Depends on

Tech Service Tech Service Business Business Business Business

by::Provides
Provided

Business
Offering Offering Service Service Service Service Service

by::Provides
Provided
by::Provides
Provided

by::Provides
Provided

by::Provides
Provided

by::Provides
Provided
Service Offering Offering Offering Offering Offering
Offerings ServiceNow System
Administration Monitoring SN Incident SN Application SN Integrated SN Finance
Mgmt Portfolio Mgmt Risk Mgmt SN Onboarding Service Mgmt
by::Provides
Provided

References References References References References References References

Technical Technical Business Business Business Business Business

Service Service Service Service Service Service Service
Services End User Risk
Platform App Monitoring Enterprise
Services Services Services Architectural Management HR Financial
Services Services Services Services

Service Service
Service Portfolio Service Service Service Service
Portfolio Portfolio
Implementation Portfolio Portfolio Portfolio Portfolio
Strategy and © 2024 ServiceNow, Inc. All Rights Reserved
Service Vision Service Mgmt
Portfolio Technology Enterprise Risk Human Financials
Portfolio Portfolio Resources
CSDM Lexicon for ServiceNow & LogicMonitor (Fly) Platform Host and
Platform App Example

Description Name (Fill this out) ServiceNow

Business Capability Manage Technology Business Capability
What the company is capable of (industry specific and [cmdb_ci_business_capability]
supporting capabilities)
Business Application ServiceNow Platform (Platform Host) SaaS Business Application
Name of enterprise application used to provide the ServiceNow Event Mgmt (Platform App) SaaS [cmdb_ci_business_appl]
capabilities of the business ServiceNow Incident(Platform App) SaaS
LogicMonitor
Application Service ServiceNow Platform (Platform Host) Prod Application Service
Deployed instance based in environment and deployed ServiceNow Event Mgmt (Platform App)Prod [cmdb_ci_service_auto]
location ServiceNow Incident(Platform App) Prod
LogicMonitor Prod
Technical Service offering that ServiceNow Administration Technical Service Offering
administrates/develops/supports the application based System Monitoring [service_offering] classification of
on location/support/sla (may have more than 1) Technical

Technical Service provided by IT aligns to technology Application Mgmt Services Technical Service
towers (Parent Service) Example: Network Services, Monitoring Services [cmdb_ci_service_technical]
Database Services, Application Mgmt Services
Business Service offering what the business offers SN Incident Management Business Service Offering
the employee to “do the work.” Example is desktop SN Application Portfolio Mgmt [service_offering] classification of
software, pcs, client software, printers, etc (may have Business
more than 1)
Business Service a service that the company provides End User Services (Deskside Services, Client Services, etc) Business Service
to meet the capabilities of the company [service_offering] classification of
Business

Service Portfolio the combination of like services. Technology Portfolio Service Portfolio
Example Technology Services, Financial Services, Human [service_portfolio] (Not a CI)
Resource Services, etc)

© 2024 ServiceNow, Inc. All Rights Reserved

 Manage

LogicMonitor and ServiceNow (Fly) Service Graph

Connector/API
Host App Service to
App Service
relationship
Technical
Design
SaaS with Integration to 3rd Party System Service Mapping
Consume
Updated: 07-18- References
*indicates the version you
2023 are on
Manage Provides::Provide
Technology d By

Provided by
Provides::Provide

Reference
Business s Business Business Business Service
Application Application Application Application Portfolio
d By

Platform Host
Reference SN Incident LogicMonitor
ServiceNow ServiceNow End User
s Mgmt
Platform Event Mgmt Services
Consumes Consumes Consumes Consumes References
Depends on Business
Service
Technical Tech Service Application Service Mgmt
Application Application Application
Services Offering Service Creates Incident Services
Service Service Service
Application ServiceNow
SN Event SN Incident LogicMonitor
Mgmt Administratio References
SN *Utah Prod Mgmt Prod Prod Prod
Services n
Reference Contains
Bus Service
s SG Connector Depends on Offering
Mid Server Sends data to

Contains
Application SN Incident
Mgmt

Sends data to
java@server1
23 Tech Service
Contains
Runs On Offering Business
References the System Service
Windows

Provides::Provide
Technology Monitoring
Server
Portfolio Technology
Portfolio
d By
MID Server 01

Sends data
from *indicates the version of
Various Reference Various Tech Infrastructu Technical your instance
Technical s the Offerings Contains re CIs Service
Services Service Offerings Monitoring
Services
© 2024 ServiceNow, Inc. All Rights Reserved
References the Technology
Portfolio
Platform Host and App
Example
SAP S/4HANA ERP – Run on Premise, One Location
SAP S/4HANA ERP – Run Multiple Locations/Support
SAP S/4HANA ERP – Run on Premise, One Location Fly
EPIC SaaS Platform – Run
EPIC SaaS Platform – Fly
Microsoft O365 – Run
Microsoft O365 – Fly
CSDM Lexicon for SAP S/4HANA (Run)
On Premise Systems – One Location, Production only

Description Name (Fill this out) ServiceNow

Business Application SAP S/4HANA ERP (Host) Business Application

Name of enterprise application used to SAP Finance Prod (App) [cmdb_ci_business_appl]
provide the capabilities of the business SAP Transportation Mgmt Prod (App)
Application Service SAP S/4HANA ERP *Prod Application Service
Deployed instance based in environment SAP Finance *Prod [cmdb_ci_service_discovered]
and deployed location SAP Transportation Mgmt *Prod
Technical Service offering that SAP Administration Technical Service Offering
administrates/develops/supports the [service_offering] classification of
application (may have more than 1)based Technical
on location/support/sla

Technical Service provided by IT aligns to Technical Service

Application Management Services or
technology towers (Parent Service) [cmdb_ci_service_technical]
SAP Hosting Services (this is dependent on level of reporting
Example: Network Services, Database
and maturity)
Services, Application Mgmt Services
Business Service offering what the Business Service Offering
SAP Finance Group Reporting
business offers the employee to “do the [service_offering] classification of
SAP Transportation Mgmt
work.” Example is desktop software, pcs, Business
client software, printers, etc
Business Service a service that the Business Service
company provides to meet the capabilities [cmdb_ci_service_business]
of the company Accounting Services
Fleet and Logistics Services

*Note: Application Services, Business and Technical Services can not have the
same name. It is helpful to append the environment (i.e., Dev, Test, Prod) to the
name of the Application Service to understand the environment at a glance. © 2024 ServiceNow, Inc. All Rights Reserved
Focus on Production instances before mapping and modeling sub-production
environments.
 Manage
SAP S/4HANA (Run)
Strategic Host App Service to
App Service
Relationship
relationship Technical
(Provides)
Design
On Premise Systems – One Location, Production only Consume
Service Mapping References
Updated: 07-18-2023
References Platform Apps
Business Business Business
Application Application Application
Platform
SAP SAP Finance SAP
Host
S/4HANA Transportatio
ERP n Mgmt
Consumes Depends on
Depends on Consumes Consumes
App Service App Service App Service App Service
SAP
SAP S/4HANA SAP S/4HANA SAP Finance Transportation
ERP Prod TransPort Mgmt
Contains Prod Prod Mgmt Prod

Depends On Depends On
Business Business
Application Application Application Service Service
Offering Offering
SAP Fiori Backend HANA
Apps Apps Database SAP Finance SAP
Odata ABAP Group Transportation
Services Reporting Mgmt Support
Runs On Runs On Runs On References References
Infrastructu Infrastructu Infrastructu Infrastructu Infrastructu Business Business
re re re re re Service Service
Fleet and
Network Gear Front End Back End Database Storage Accounting Logistic
(Switches/Routers Server(s) Server(s) Server(s) Services Services
)

Contains Contains Contains Contains

Tech Service Tech Service Tech Service Tech Service Tech Service Technical Services and Offerings for
Offering Offering Offering Offering Offering Infrastructure CIs are depicted in this
SAP Network Server Database Storage
Administratio Administratio Administratio Administratio Administratio diagram, but muted. Service Offerings
n n n n n to support the various CIs like servers,
References References References References References network gear and databases would
Technology Technology Technology Technology Technology contain many CIs by class used by
Service Service Service Service Service multiple Application Services. The
App Mgmt Network Hosting Database Storage Infrastructure may be vCenter, Azure,
Services Services Services Services Services © 2024 ServiceNow, Inc. All Rights Reserved
AWS. Cloud versions (SaaS)of SAP are
reside in SAP environments.
CSDM Lexicon for SAP S/4HANA (Run)
On Premise Systems – Multiple Locations, Production environment only

Description Name (Fill this out) ServiceNow

Business Application SAP S/4HANA ERP (Host) Business Application
Name of enterprise application used to SAP Finance Prod (App) [cmdb_ci_business_appl]
provide the capabilities of the business SAP Transportation Mgmt Prod (App)
Application Service SAP S/4HANA ERP Prod Application Service
Deployed instance based in environment and SAP Finance Prod [cmdb_ci_service_discovered]
deployed location SAP Transportation Mgmt Prod
Technical Service offering that SAP Administration US (Support group is US based) Technical Service Offering
administrates/develops/supports the SAP Administration EMEA (Support group is EMEA based) [service_offering] classification of
application (may have more than 1)based on Technical
location/support/sla

Technical Service provided by IT aligns to Technical Service

Application Management Services or
technology towers (Parent Service) Example: [cmdb_ci_service_technical]
SAP Hosting Services (this is dependent on level of reporting
Network Services, Database Services,
and maturity)
Application Mgmt Services
Business Service offering what the SAP Finance Group Reporting US Business Service Offering
business offers the employee to “do the SAP Finance Group Reporting EMEA [service_offering] classification of Business
work.” Example is desktop software, pcs, SAP Transportation Mgmt Support US
client software, printers, etc SAP Transportation Mgmt Support EMEA

Business Service a service that the Accounting Services Business Service

company provides to meet the capabilities of Fleet and Logistics Services [cmdb_ci_service_business]
the company

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 Host App Service to Manage

SAP S/4HANA (Run) Service Mapping

App Service
relationship Technical
Design
On Premise Systems – Multiple Locations, Production only References Consume
Updated: 07-18-
2023 References
Platform Apps
Business Business Business
Platform Application Application Application
Host SAP
SAP S/4HANA SAP Finance Transportatio
ERP Mgmt n Mgmt
Consumes Consumes Consumes Consumes
Depends on

App Service App Service App Service App Service

Contains Contains
SAP S/4HANA SAP Finance SAP
S/4HANA ERP TransMgmt Prod US Transportation
Tech Service Prod EMEA Prod US Tech Service Mgmt Prod EMEA
Offering Offering EMEA EMEA
Application Application SAP
SAP
Front End Front End Administratio
Administratio Depends On Depends On
SAP Fiori SAP Fiori n US
n EMEA
Apps Apps
Business Service Business
Business Service
Service *depends on
Odata Odata
Services Services Offering Offering
Offering your reporting
Application Application SAP Finance Group Transportation
SAPSAP Transport needs. Do you
Reporting US Mgmt combine or
Backend Backend separate your
Apps Apps
ABAP ABAP References References offerings by
References References
location?
BusinessEMEA BusinessEMEA
Application Application Service Service
Fleet and
HANA HANA *depends on your Logistics
Accounting
Database Database reporting needs. Do Services Mgmt
you combine or Services
separate your
Infrastructu Infrastructu offerings by location? Technical Services and Offerings for
re CIs re CIs Do you have Global Infrastructure CIs not depicted in
Servers Servers Support for both
Network Network this diagram. Service Offerings to
Gear Gear deployments or
Support based on support the various CIs like
Storage Storage
different locations? servers, network gear and
Technology
Service databases would reference their
App Mgmt respective
© 2024 ServiceNow, Services
Inc. All Rights and offerings
Reserved
Services based typically by class.
CSDM Lexicon for SAP (Fly) Platform Host and
On Premise Systems – One Location, Production only Platform App Example

Description Name (Fill this out) ServiceNow

Business Capability Manage Finances Business Capability
What the company is capable of (industry specific and Manage Technology [cmdb_ci_business_capability]
supporting capabilities) Manage Logistics
Enterprise Resource Planning
Business Application SAP S/4HANA ERP (Host) Business Application
Name of enterprise application used to provide the capabilities SAP Finance Prod (App) [cmdb_ci_business_appl]
of the business SAP Transportation Mgmt Prod (App)

Application Service SAP S/4HANA ERP Prod Application Service

Deployed instance based in environment and deployed SAP Finance Prod [cmdb_ci_service_discovered]
location SAP Transportation Mgmt Prod

Technical Service offering that SAP Administration Technical Service Offering

administrates/develops/supports the application based on [service_offering] classification
location/support/sla (may have more than 1) of Technical

Technical Service provided by IT aligns to technology towers Technical Service

Application Management Services or
(Parent Service) Example: Network Services, Database [cmdb_ci_service_technical]
SAP Hosting Services (this is dependent on level of reporting and
Services, Application Mgmt Services maturity)

Business Service offering what the business offers the Business Service Offering
employee to “do the work.” Example is desktop software, pcs, SAP Finance Group Reporting [service_offering] classification
client software, printers, etc (may have more than 1) SAP Transportation Mgmt Support of Business

Business Service a service that the company provides to Business Service

Accounting Services
meet the capabilities of the company [cmdb_ci_service_business]
Fleet and Logistics Services

Service Portfolio the combination of like services. Example Technology Service Portfolio Service Portfolio
Technology Services, Financial Services, Human Resource Financial Mgmt Portfolio [service_portfolio] (Not a CI)
Services, etc) Logistics and Procurement Portfolio

© 2024 ServiceNow, Inc. All Rights Reserved

 Host App Service to Manage
SAP S/4HANA (Fly)
Service Mapping
App Service
relationship Technical
Design
On Premise Systems – One Location, Production only Strategic
Relationshi References Consume
p
Updated: 07-18-2023 (Provides)

Business Business
Provided Business Bus Service Business Business
by::Provides
Capabilities Capabilities Services Offerings Capabilities Capabilities
Enterprise
Manage Resource Other related Other related Manage Manage
Technology Planning services offerings Finances Logistics
(TBD) (TBD)
Provided
References Provided Provided
by
by by
Business
Business Business

s
by::Provide
Provided
Application Application Application
SAP SAP
S/4HANA SAP Finance Transportatio
ERPConsumes n Mgmt
Depends on Consumes Consumes

s
by::Provide
Provided
Depends on
App Service App Service
Technology Tech Service App Service App Service
Service References Offering Contains SAP S/4HANA SAP S/4HANA SAP
App Mgmt SAP ERP Prod Transport SAP Finance Transportation
Services Administratio Mgmt Prod Prod Mgmt
n

Depends On Depends On
Application Application Application Business Service Business Service
Offering Offering
SAP Fiori Backend HANA
s
by::Provide
Provided

Apps Apps Database SAP Finance Group SAP Transportation

Odata ABAP Reporting Mgmt Support
Services
Runs On References References
Infrastructu Infrastructu Infrastructu Infrastructu Infrastructu Business Business
re re re re re Service Service
Fleet and
Network Front End Back End Database Storage
Accounting Logistics
(Sans/NAS/Cloud)
Gear Server(s) Server(s) Server(s) Services Services
(Switches/Routers
Contains Contains Contains Contains Contains
)
References References

Technical Tech Service Dynamic CI Service Service Service

Service References Offerings Contains Groups Portfolio Portfolio Portfolio
Various Financial Logistics and
(Various Tech Support/Admin (Various Technology Mgmt Procurement
Services) TBD Offerings TBD Groups by Portfolio
Query) TBD
© 2024 ServiceNow, Inc. All Rights Reserved
References
CSDM Lexicon for EPIC SaaS(Run)
SaaS with no infrastructure Healthcare industry

Description Name (Fill this out) ServiceNow

Business Application EPIC EHR Business Application
Name of enterprise application used to MyChart [cmdb_ci_business_appl]
provide the capabilities of the business Clinicals
Pharmacy

Application Service EPIC Host Prod Application Service

Deployed instance based in environment MyChart SaaS [cmdb_ci_service_auto] (only if it has a mapping to a CI is
and deployed location Clinicals SaaS it in the [cmdb_ci_service_discovered] table
Pharmacy SaaS

Technical Service offering that Technical Service Offering

administrates/develops/supports the [service_offering] classification of Technical
application (may have more than EPIC Administration
1)based on location/support/sla

Technical Service provided by IT aligns Technical Service

to technology towers (Parent Service) Application Mgmt Services [cmdb_ci_service_technical]
Example: Network Services, Database
Services, Application Mgmt Services

Business Service offering what the EPIC MyChart Business Service Offering
business offers the employee to “do the EPIC Clinicals [service_offering] classification of Business
work.” Example is desktop software, pcs, EPIC Pharmacy
client software, printers, etc

Business Service a service that the Pharmaceutical Services Business Service

company provides to meet the Patient Services [cmdb_ci_service_business]
capabilities of the company

© 2024 ServiceNow, Inc. All Rights Reserved

 Manage
EPIC Healthcare SaaS Platform (Run)
Host App Service to
App Service Technical
relationship
Design
SaaS with no infrastructure Healthcare industry References Consume
Updated: 07-18-2023
References
Business Business Business Business
Platform Application Application Application Application
Platform
Host EPIC EHR EPIC EPIC *Clinicals EPIC Apps
*MyChart *Pharmacy
Consumes Consumes Consumes Consumes

Depends On
Application Application Application Application
Service Service Service Service

Epic SaaS EPIC *My EPIC *Clinicals *Pharmacy

Chart SaaS SaaS SaaS

Contains Contains Contains Contains

Depends On Depends On Depends On

Tech Service Bus Service Bus Service Bus Service
Offering Offering Offering Offering

Epic
Administratio EPIC My Chart EPIC Clinicals
EPIC
Pharmacy
*Represents the various
n available applications
that a healthcare system
References References References
may have purchased.
Technology Business Business
Service Service Service There are other
Application Patient Pharmaceutic applications available as
Mgmt
Services
Services al Services part of this EHR
(electronic health care
records) platform.

© 2024 ServiceNow, Inc. All Rights Reserved

CSDM Lexicon for EPIC SaaS (Fly)
SaaS with no infrastructure Healthcare industry

Description Name (Fill this out) ServiceNow

Business Capability Manage Health Records Business Capability
What the company is capable of (industry specific Deliver Patient Care [cmdb_ci_business_capability]
and supporting capabilities)
Business Application EPIC EHR Business Application
Name of enterprise application used to provide the MyChart [cmdb_ci_business_appl]
capabilities of the business Clinicals
Pharmacy
Application Service EPIC Host Prod Application Service
Deployed instance based in environment and MyChart SaaS [cmdb_ci_service_auto]
deployed location Clinicals SaaS (only if it has a mapping to a CI is it in the
Pharmacy SaaS [cmdb_ci_service_discovered] table

Technical Service offering that EPIC Administration Technical Service Offering

administrates/develops/supports the application [service_offering] classification of Technical
based on location/support/sla (may have more
than 1)
Technical Service provided by IT aligns to Application Mgmt Services Technical Service
technology towers (Parent Service) Example: [cmdb_ci_service_technical]
Network Services, Database Services, Application
Mgmt Services
Business Service offering what the business Business Service Offering
EPIC MyChart
offers the employee to “do the work.” Example is [service_offering] classification of Business
EPIC Clinicals
desktop software, pcs, client software, printers, etc
EPIC Pharmacy
(may have more than 1)
Business Service a service that the company Pharmaceutical Services Business Service
provides to meet the capabilities of the company Patient Services [cmdb_ci_service_business]

Service Portfolio the combination of like services. Patient Health Portfolio Service Portfolio
Example Technology Services, Financial Services, Health Delivery Systems [service_portfolio] (Not a CI)
Human Resource Services, etc)
© 2024 ServiceNow, Inc. All Rights Reserved
 Host App Service to Manage

EPIC Healthcare SaaS Platform (Fly)

App Service
Strategic relationship Technical
Relationshi Design
p
(Provides) References Consume
Business Business Business
Capability Capability Capability

Manage Manage Deliver Patient

Technology Health Care
Records
Provided by Provided by

References Business
Business Business Business
Application Application Application Application

EPIC EHR EPIC MyChart EPIC EPIC

*Clinicals *Pharmacy
Consumes Consumes Consumes Consumes

Application

s
by::Provide
Provided
Application Application Application
Service
Service Service Service
s
by::Provide
Provided

EPIC
Epic SaaS
Contains EPIC *My *Pharmacy
*Clinicals
Chart SaaS SaaS
SaaS
Contains Contains Contains
Depends On
Tech Service
Bus Service Bus Service Bus Service
Offering
Offering Offering Offering
Epic EPIC
Administratio EPIC My Chart EPIC Clinicals
Pharmacy
n References
References References
Technology *Represents the various
Service Business Business
Service Service available applications
Application Patient Pharmaceutic that a healthcare system
Mgmt
Services
Services al Services has purchased. There
References References References
are other applications
Service
Service
Portfolio
Portfolio
Service
Portfolio
available as part of this
Patient
Health EHR (electronic health
Technology Delivery
Portfolio
Health
Portfolio
Systems care records) platform.

© 2024 ServiceNow, Inc. All Rights Reserved

CSDM Lexicon for Microsoft O365 (Run)

Description Name (Fill this out) ServiceNow

Business Application Business Application

O365 E5
Name of enterprise application used to provide [cmdb_ci_business_appl]
Active Directory
the capabilities of the business
Application Service Teams Application Service
Deployed instance based in environment and SharePoint Online [cmdb_ci_service_auto]
deployed location *Exchange Prod (only if it has a mapping to a CI is it in
the [cmdb_ci_service_discovered] table
Azure Active Directory *on prem
Technical Service offering that Technical Service Offering
administrates/develops/supports the Exchange Administration [service_offering] classification
application (may have more than 1)based on Active Directory Administration of Technical
location/support/sla
Technical Service provided by IT aligns to Technical Service
Application Mgmt Services
technology towers (Parent Service) Example: [cmdb_ci_service_technical]
Identity and Access Mgmt Services
Network Services, Database Services,
Application Mgmt Services
Business Service offering what the business Teams Business Service Offering
offers the employee to “do the work.” Example SharePoint Sites [service_offering] classification
is desktop software, pcs, client software, Outlook of Business
printers, etc

Business Service a service that the company Direct Messaging Services Business Service
provides to meet the capabilities of the File Sharing Services [cmdb_ci_service_business]
company Email Services

© 2024 ServiceNow, Inc. All Rights Reserved

 Manage
O365 Platform (Run) Strategic Host App Service to
Relationship App Service Technical
(Provides) relationship
Design
SaaS with On Prem/Cloud Exchange Servers and Active Directory
Consume
Updated: 07-18-2023 Service Mapping References
Platform
Host
Business
Application
Platform
O365 E5 Apps
Business Application Bus Service Bus Service
Application Consumes Service Depends On Offering References
Direct
Teams Teams SaaS Teams Messaging
Services

References
Business
Application
Business Application Bus Service Bus Service
Active Application Consumes Service Depends On Offering References
Directory File Sharing
SharePoint SharePoint SharePoint Services
Online SaaS Sites

Technical Service Application Business Application Bus Service Bus Service

Service References Offering Contains Service Application Consumes Service Depends On Offering References
Identity Azure Active Active Email
Access Directory Directory Exchange Exchange Outlook Services
Services Administratio 2022 Prod Prod
n Dev
Sends Data
to
Technical Tech Service
Service References Offering Contains Application
Application Exchange
Mgmt Administratio Exchange
Services n

Technical Tech Service Dynamic CI Query based Windows

Service References Offering Contains Group Contains Servers CI
Windows
Compute Windows Exchange Exchange01
Services Server Admin Servers Exchange02

© 2024 ServiceNow, Inc. All Rights Reserved

CSDM Lexicon for Microsoft O365 (Fly)
SaaS with some On Prem/Cloud Exchange Servers and Active Directory

Description Name (Fill this out) ServiceNow

Business Capability Business Capability
What the company is capable of (industry specific and supporting Manage Technology [cmdb_ci_business_capability]
capabilities)
Business Application Business Application
O365 E5
Name of enterprise application used to provide the capabilities of [cmdb_ci_business_appl]
Active Directory
the business
Application Service Teams Application Service
Deployed instance based in environment and deployed location SharePoint Online [cmdb_ci_service_auto]
*Exchange Prod
Azure Active Directory (only if it has a mapping to a CI is it in
*on prem the [cmdb_ci_service_discovered] table

Technical Service offering that Technical Service Offering

Exchange Administration
administrates/develops/supports the application based on [service_offering] classification
Active Directory Administration
location/support/sla (may have more than 1) of Technical
Technical Service provided by IT aligns to technology towers Application Mgmt Services Technical Service
(Parent Service) Example: Network Services, Database Services, Identity and Access Mgmt Services [cmdb_ci_service_technical]
Application Mgmt Services
Business Service offering what the business offers the Teams Business Service Offering
employee to “do the work.” Example is desktop software, pcs, SharePoint Sites [service_offering] classification
client software, printers, etc (may have more than 1) Outlook of Business

Business Service a service that the company provides to meet Direct Messaging Services Business Service
the capabilities of the company File Sharing Services [cmdb_ci_service_business]
Email Services

Service Portfolio the combination of like services. Example Technology Services Service Portfolio
Technology Services, Financial Services, Human Resource Manage Communications [service_portfolio] (Not a
Services, etc) * may be tied to more than 1 capability (not shown) CI)
© 2024 ServiceNow, Inc. All Rights Reserved
 Manage
O365 Platform (Fly) Service Mapping
Host App Service to
App Service
relationship
Technical
Design
SaaS with On Prem/Cloud Exchange Servers and Active Directory Strategic
Relationshi Consume
Updated: 07-18-2023 p
References

(Provides)
Business Business
Capability Application Application
Provided by Service
Manage O365 E5 Depends On
Technology O365 Prod

Depends On
Platform Host Business Consumes Application Bus Service Bus Service
Application Service Offering
by::Provides
Provided

References

References
Direct
Business Teams Teams SaaS Teams Messaging
Application Services

Depends On
Active Consumes
Directory Business Application Bus Service Bus Service
Application Service Offering References
File Sharing
SharePoint SharePoint SharePoint Services
Online SaaS Sites

Depends On
Technical Service Application Business Application Bus Service Bus Service
Service References Offering Contains Service Application Consumes Service Offering
References
Identity Azure Active Active Email
Access Directory Directory Exchange Exchange On Outlook Services
Services Administratio 2022 Prod Prem Prod
n Dev
Sends Data
to Service mapping
Technical Tech Service
Service References Offering Application
Contains
Application Exchange
Mgmt Administratio Exchange
Services n

Windows Service Service

Technical Tech Service Dynamic CI Query based Portfolio
Service References Offering Contains Group Contains Servers CI Portfolio
Technology Communication
Windows
Compute Windows Exchange Exchange01 Portfolio
Services Server Admin Servers Exchange02
References

© 2024 ServiceNow, Inc. All Rights Reserved

*All platform apps would have a dependency to the platform host prod environment. As
CSDM Lexicon for Microsoft Dynamics CRM 2016 (Run)
On Premise Microsoft Dynamics CRM 2016/O365 on prem
Updated: 07-18-2023

Description Name (Fill this out) ServiceNow

Business Application Microsoft Dynamics CRM Business Application
Name of enterprise application used to [cmdb_ci_business_appl]
provide the capabilities of the business *Application Model = Microsoft Dynamics
Application Service Microsoft Dynamics Prod Application Service
Deployed instance based in environment [cmdb_ci_service_discovered]
and deployed location *Software Model is CRM 2016

Technical Service offering that Dynamics Administration Technical Service Offering

administrates/develops/supports the [service_offering] classification of Technical
application (may have more than 1)based
on location/support/sla

Technical Service provided by IT aligns to Application Mgmt Services Technical Service

technology towers (Parent Service) Example: [cmdb_ci_service_technical]
Network Services, Database Services,
Application Mgmt Services
Business Service offering what the Dynamics Reports Business Service Offering
business offers the employee to “do the Dynamics CRM [service_offering] classification of Business
work.” Example is desktop software, pcs,
client software, printers, etc

Business Service a service that the Customer Relationship Services Business Service
company provides to meet the capabilities of [cmdb_ci_service_business]
the company

© 2024 ServiceNow, Inc. All Rights Reserved

 Manage
Microsoft Dynamics Service Mapping References
Technical
Design

(Run)
On Premise Microsoft Dynamics Consume

Updated: 07-18-2023

Business
Application

Microsoft
Dynamics

Consumes

Technical Tech Service Application

Offering Bus Bus Service
Services References Contains Service Depends on Offering
Service
Dynamics Offering
Application MS Dynamics Dynamics
Mgmt Admin Prod Depends on Dynamics Reports
Services
CRM
References

Bus
Infrastruct Service
ure CS’s Customer
Relationship
Services

© 2024 ServiceNow, Inc. All Rights Reserved

CSDM Lexicon for Microsoft Dynamics (Fly)
Description Name (Fill this out) ServiceNow
Business Capability Manage Customer Relations Business Capability
What the company is capable of (industry Manage Technology [cmdb_ci_business_capability]
specific and supporting capabilities)
Business Application Microsoft Dynamics CRM Business Application
Name of enterprise application used to [cmdb_ci_business_appl]
provide the capabilities of the business *Application Model = Microsoft Dynamics
Application Service Microsoft Dynamics Prod Application Service
Deployed instance based in environment [cmdb_ci_service_discovered]
and deployed location *Software Model is CRM 2016
Technical Service offering that Dynamics Administration Technical Service Offering
administrates/develops/supports the [service_offering] classification of
application based on location/support/sla Technical
(may have more than 1)
Technical Service provided by IT aligns to Application Mgmt Services Technical Service
technology towers (Parent Service) Example: [cmdb_ci_service_technical]
Network Services, Database Services,
Application Mgmt Services
Business Service offering what the Dynamics Reports Business Service Offering
business offers the employee to “do the Dynamics CRM [service_offering] classification of
work.” Example is desktop software, pcs, Business
client software, printers, etc (may have
more than 1)
Business Service a service that the Business Service
company provides to meet the capabilities Customer Relationship Services [cmdb_ci_service_business]
of the company

Service Portfolio the combination of like Manage Customer Relations Service Portfolio
services. Example Technology Services, [service_portfolio] (Not a CI)
Financial Services, Human Resource
Services, etc)

© 2024 ServiceNow, Inc. All Rights Reserved

 Manage
Microsoft Dynamics (Fly) Strategic
Relationshi
Host App Service to
App Service
relationship
Technical
Design
On Premise Microsoft Dynamics p
(Provides) References
Consume
Updated: 07-18-2023

Business Business
Capability Capability
Manage
Manage
Customer
Technology
Relations
Provided by
by::Provides
Provided

by::Provides
Provided
Business
Application
Microsoft
Dynamics

Consumes

Technical Application Bus Bus

Tech Service Service Service Service
Services
Offering
References Contains Depends on Offering Offering
Application MS
Dynamics
Mgmt Dynamics Dynamics Dynamics
Admin
Services Prod CRM Reports
References

References
Bus
Infrastruct Service
ure CS’s Customer
Relationship
Service Services
Portfolio References
Technology
Portfolio Service
Portfolio
Customer
Mgmt Portfolio

© 2024 ServiceNow, Inc. All Rights Reserved

 Manage
Salesforce (Fly) Strategic
Relationshi
Host App Service to
App Service
relationship
Technical
Design
SaaS application p
(Provides) Consume
References
Updated: 9/15/2023

Business Business
Capability Capability
Manage
Market to
Customer
Customers Relations
Provided by
by::Provides
Provided

by::Provides
Provided
Business
Application
Salesforce

Consumes

Technical Bus
Tech Service Application Bus
Services Service
Offering
Service Service
References Contains Depends on Offering
Offering
Application
Mgmt
Dynamics
Admin Salesforce Salesforce *not all
Services Salesforce
*Reports business
References
services have
Bus multiple
References
Service offerings. This
Customer
Relationship is an example.
Service Services
Portfolio References
Technology
Portfolio Service
Portfolio
Customer
Mgmt Portfolio

© 2024 ServiceNow, Inc. All Rights Reserved

Client Server Example
SolidWorks and Product Data Management System –
Design/Engineering Software for Manufacturing Industry
CSDM Lexicon for SolidWorks PDM and SolidWorks
Client (Run)
Description Name (Fill this out) ServiceNow
Business Application SolidWorks Product Data Management System Business Application
Name of enterprise application used to (SolidWorks desktop application is not considered [cmdb_ci_business_appl]
provide the capabilities of the business an enterprise business application, but a service
offering)
Application Service Application Service
Deployed instance based in environment and SolidWorks PDM Prod [cmdb_ci_service_discovered]
deployed location

Technical Service offering that Technical Service Offering

administrates/develops/supports the [service_offering] classification of Technical
application (may have more than 1)based on SolidWorks Administration
location/support/sla

Technical Service provided by IT aligns to Technical Service

technology towers (Parent Service) Example: [cmdb_ci_service_technical]
Application Management Services
Network Services, Database Services,
Application Mgmt Services
Business Service offering what the Business Service Offering
business offers the employee to “do the [service_offering] classification of Business
work.” Example is desktop software, pcs, SolidWorks
client software, printers, etc (SolidWorks desktop application)

Business Service a service that the Business Service

company provides to meet the capabilities of [cmdb_ci_service_business]
the company Engineering Design Services (example only)

© 2024 ServiceNow, Inc. All Rights Reserved

 Manage

SolidWorks
Check your work! PDM and SolidWorks
Service Mapping References
Technical
Design
Consume
Client (Run)
Client Server Example for Manufacturing industry
Updated: 07-18-2023 Foundation
Business
Application
SolidWorks
Product Data
Mgmt

Consumes

Application
Technical Service Service Service Bus Service References Business
References Contains Depends on
Offering Service
Application Mgmt Offering
Services SolidWorks SolidWorks
PDM Prod SolidWorks Engineering
Administration Design Services
Service Mapping Service Desk

CI CI
Microsoft SQL SolidWorks
Database Archive CI
Server App License Server
App
CI CI CI CI
CI
Network Router Windows Windows Windows
Server Server Server
Network
Switch Query based
Contains
Dynamic CI Group Dynamic CI
Network Routers Group Windows
Contains Servers Contains
Network Service Offering Service Offering Windows
Support Support
Network Administration Windows Administration
Team Team
References References

Technical Service Technical Service

Network Services Compute/Hosting Services

© 2024 ServiceNow, Inc. All Rights Reserved

CSDM Lexicon for SolidWorks PDM & SolidWorks Client
(Fly)
Description Name (Fill this out)
Business Capability
ServiceNow
Manage Products Business Capability
What the company is capable of (industry [cmdb_ci_business_capability]
specific and supporting capabilities)
Business Application SolidWorks Product Data Management System Business Application
Name of enterprise application used to provide (SolidWorks desktop application is not considered an enterprise business [cmdb_ci_business_appl]
the capabilities of the business application, but a service offering)
Application Service SolidWorks PDM Prod Application Service
Deployed instance based in environment and [cmdb_ci_service_discovered]
deployed location
Technical Service offering that SolidWorks Administration Technical Service Offering
administrates/develops/supports the [service_offering] classification
application based on location/support/sla of Technical
(may have more than 1)
Technical Service provided by IT aligns to Application Management Services Technical Service
technology towers (Parent Service) Example: [cmdb_ci_service_technical]
Network Services, Database Services,
Application Mgmt Services
Business Service offering what the business SolidWorks Business Service Offering
offers the employee to “do the work.” Example (SolidWorks desktop application) [service_offering] classification
is desktop software, pcs, client software, of Business
printers, etc (may have more than 1)
Business Service a service that the company Engineering Design Services (example only) Business Service
provides to meet the capabilities of the [cmdb_ci_service_business]
company

Service Portfolio the combination of like Product Management Services Service Portfolio
services. Example Technology Services, [service_portfolio] (Not a CI)
Financial Services, Human Resource Services,
etc)

© 2024 ServiceNow, Inc. All Rights Reserved

 Manage

SolidWorks
Check your work! PDM and SolidWorks Client (Fly) Technical
Design
Consume
Client Server Example for Manufacturing industry Service Mapping

Updated: 07-18 -2023 Strategic Foundation

Relationship
(Provides)
References

Provided by
Business
Capability Business Business
Application Capability Provided
Manage SolidWorks
by::Provides
by::Provides
Provided

Technology Product Data Manage

Mgmt Products

Consumes *Desktop software

installed on PC
Application
Technical Service Service Service Bus Service Business Service
References Contains Depends on References
Offering Product Prototyping
Application Mgmt Offering
SolidWorks Services
Services SolidWorks *SolidWorks
Administration PDM Prod
Service Desk

CI CI CI
Technical Service References Service Contains SolidWorks
Database Offering Microsoft SQL Archive License Server
Administration Database Database Server App App
Administration
Database Support Team The reference from the Business and Technical
Services to the respective Service Portfolios are
CI not depicted on this diagram.
CIRouter CI CI CI
Network Windows
Windows Windows
Server Server Server
Network
Switch Contains
Contains Query based
Dynamic CI Dynamic CI
Group Network Group Windows
Routers
Contains Servers Contains
Service Offering Service Offering
Network Network Administration Windows Administration Windows
Support Support
Team Reference Reference Team

Technical Service Technical Service

Network Services Compute/Hosting Services © 2024 ServiceNow, Inc. All Rights Reserved
Environment/Location Based
Service
Guidewire Insurance Claim Software
Location and Environment Host App Service to
App Service
Manage
Technical
Platform Host/App Example for Insurance software Strategic
Relationshi
relationship Design
SaaS platform/host
Multiple locations andwith multiple environments and locations for the insurance
Environment p Consume
(Provides)
industry
Updated 7-18-2023 BusinessReferences
Business Foundation
Service
Capabilit
y

Manage
References Claims

Business Business
Business Business
Application Application
Application GuideWire
Guidewire GuideWire
GuideWire Claims
Insurance Billing
Policy Center Center
Suite (Host) Center
Consumes

Depends
App
App App App App
Service
Service Service Service Service
GuideWire GuideWire GuideWire GuideWire
GuideWir
Claims Claims Claims Claims
e
Center Center Center Center NY
Insuranc
DEV UK DEV NY EMEA PROD
e Suite
Contains Contains Depends
Tech Service
Tech Service Tech Service
Offering Bus Service
Offering Offering Bus Service
Guidewire Offering Offering
Guidewire Claims
Development Guidewire Claims
Support Processing
Global Support US Processing US
EMEA EMEA

Tech Service Bus Service

Application Claims
Mgmt Processing
Services Services

The reference from the Business and Technical

Services to the respective Service Portfolios are © 2024 ServiceNow, Inc. All Rights Reserved
not depicted on this diagram.
Technical Services
Dynamic CI Groups, Shared Technical Services,
Microservices,
CSDM Lexicon for Dynamic CI Groups and Tech Service
Offering (Walk)
Description Name (Fill this out) ServiceNow

Technical Service offering that Technical Service Offering(s)

administrates/develops/supports the application Linux Administration [service_offering] classification of
(may have more than 1)based on Windows Administration Technical
location/support/sla

Technical Service provided by IT aligns to Technical Service

technology towers (Parent Service) Example: [cmdb_ci_service_technical]
Compute/Hosting Services
Network Services, Database Services, Application
Mgmt Services
Dynamic CI Group is a query based or filtered Dynamic CI Group
group of CI’s based on location, OS, class, or Linux Servers (grouped by Operational Status Operational, located in UK [cmdb_ci_query_based_service]
deployed application usage. (Use CMDB Query datacenter)
builder or CMDB Groups (Encoded Query) to Windows Servers (grouped by Operational Status = Operational and name
create Dynamic CI Group includes Exchange)

Configuration items are classes of CIs based on Linux Servers (group by location, running processes, naming standard, OS CI Class
OS, or technology. Examples (servers, network type) [cmdb_ci_win_server]
gear, databases, etc) Windows Servers (group by location, running processes, naming standard, [cmdb_ci_linux_server]
OS type)

© 2024 ServiceNow, Inc. All Rights Reserved

 Manage

Tech Services and Offering using Dynamic CI Technical

Groups
Updated 7-18-2023
Hosting/
Compute
Services
Technical
Service

References
Support and Support and
Approval Groups Tech Approval Groups
Tech Service
Service Offering
Offering Windows
Linux Admin Admin

Contains Contains
Dynamic CI
References Dynamic CI References
Group
CMDB Group Group CMDB Group
UK Linux
All Windows
Servers
Servers

CMDB Query Queries CI Class CI Queries CI Class

CI All Windows
Or Encoded Windows
Linux Server Servers
Query Server

Linux Server Windows

CMDB Server CMDB
records records

© 2023 ServiceNow, Inc. All Rights Reserved.

Shared Technical Service Example Manage
Technical
Design
Active Directory (LDAP) sends data to other applications
Consume
Updated: 7-18-2023 Business
Capability
(1.1)
Directory Bus
Ref Service
Service Service Depends on
Offering
Management File
Box
Sharing
Application
Sends data to Service
Box Prod
Service Mapping References
Business Business Business
Application Application Application Application
Sends data to Sends data to
NetIQ MS Active OpenLDAP Service
eDirectory Directory SN Prod

Sends data to Application

Service
Application MS Exchange
Contains Service Consumes 2016 Prod
Azure Active
Directory Sends data to Application
Service
SAP Prod
Tech Service
Application
Technology Offering
Contains Service
References Active
Service
Directory
Active
Directory
*Service Portfolio,
Identity Mgmt Administration Business Services and
2022 Prod
SL Offerings that depend on
Support
A
the Application Services
may not be depicted in
this diagram

Dynamic CI
groups can be Application
added here Application Application Application Azure AD-
WebProxy@serverabc ADFS@server123 DS1@server456 Connect@server789
Runs On Runs On Runs On Runs On
Technology Tech Service
Service Offering Contains
References Infrastructure Infrastructure Infrastructure
Infrastructure
Compute/ Windows Server123 © 2024 ServiceNow, Inc. All Rights Reserved
Server456
Serverabc Server789
Hosting Administratio
Services n
 Manage
Microservices: stand – alone API (shared) Technical
Design
Updated: 2 – 24 -2023 Consume

Service Mapping References

Business
Capability
Manage
Finances

Provided By

Business Business
Application Application Technical
Currency Tax Service
Conversion calculation API Services

Consumes
References
Tech Service
Application Technical
Application Application
Mgmt Contains Contains Service
Service Service
Services Offering
Phone Tax Calc 2021
Tax Calc Admin
Ordering Prod
Americas
References
Service Mapping

Tech Service Application *Service Portfolio,

Offering Service Application References Software Business Service
DevOps Order Tax Calc Java Product Offerings and Business
Engineering Management Model
Tax Calc 2021 Services that depend on
the Application Services
not depicted in this
Application diagram
Service CIs
Services Server123
Management

© 2024 ServiceNow, Inc. All Rights Reserved

Microservices: Element of a larger Application
Decomposed Monolith
(Fly)
Updated: 02-6-2024
Business
Capability
(1.1)
Portfolio
Sales
Sales

Reference

Business Business Business

Application Application Service
Phone Order Online Sales Online Sales
Management Management

Consumes Reference

Application Offering
Service Depends On
Online
Online Order Ordering
Prod
Product
Model Product
Customer Reference
Manager
Model
Reference Tax Calc
2021
Technical Tech Service Application Application Application
Service Offering Contains Service Contains Service Service
Application Online Customer Currency Tax Calc 2021
Mgmt Ordering Manager Prod Conv v3 Prod Product
Services Admin
Model
Currency
Application Convosoft v3
Application
Application Tax Calc Java Tax Calc Java
CustomerOne

Runs On Runs On

Tech Service Dynamic CI

Technology Offering Contains Group
Services Query: AWS CI CI
AWS Windows Server456 Server123
Cloud Hosting Administratio Windows
n Server

© 2024 ServiceNow, Inc. All Rights Reserved

*Source: CSDM Example Series: Microservice YouTube by Mark Bodman
Application Service Model For Online Check
Deposits
Technical Service
Offerings
Online Check Deposit App Business Service
Offerings
Service
[Name of App] https://www.bank.com/deposits Web based check
Administration deposits
web server
(Apache)
Web server
Administration
Bankweb
(linux
Linux Server server)
Administration
Deposits.war Java App
(webSphere)
Middleware
bankapp
Support
(linux
server)
SQL Database
Administration
Account DB
(MSSQL)
Windows Server AccountDB
Administration
(Windows
Server)

© 2024 ServiceNow, Inc. All Rights Reserved

Provided by SN Expert Services
Business Services
Client, Printer, Conference Rooms, Desktop Software
What is needed for Day 1 ITSM Operations?
Low Maturity or Small Orgs with no CMDB

1. Determine the service offerings Applicatio

that do not rely on an n
Application Service. Services
2. Make a list of the various Desktop
Print and Desktop
desktop software, like Microsoft Services Communicati
Copy Software Hardware
on Services
Office, Adobe products that are Services Services Services
offered to the business. These
are individual service offerings, References References References References

that can have subscribers Service

Microsoft Windows
Offering Managed IP Phones Laptop
Copier Office
3. What other types of services are s
used? Printing, Communication?
Conference Rooms?
Desktop Mobile Phone
Outlook Adobe Acrobat
Printer
4. A list of Application Services to
represent the production
Enterprise Applications used in HR Desktop Google Mac Laptop
your production environment. Printers Chrome

© 2024 ServiceNow, Inc. All Rights Reserved

 Manage
d User Desktop and SaaS Software (Fly) Technical
Design
Consume
Foundation

Strategic
Business Business Business Business Business Business Business Relationship
Capabilities Capabilities Capabilities Capabilities Capabilities Capabilities Capabilities (Provides)
Manage Human
Manage Create Create Content Conduct Research Communicate Manage Resources
Technology Documentation and Collaborate Finances References
s
by::Provide
Provided

s
by::Provide
Provided

s
by::Provide
Provided

s
by::Provide
Provided

s
by::Provide
Provided
Service Service Service Service *Service *Service
CI Offering Offering
Offering Offering Offering Offering *Installed on
User’s Adobe Microsoft Google *Monitask
Computer Acrobat Office - Std Chrome Teams Clockify Time *Accessed Desktop
Tracker from Monitoring

References
s
by::Provide
Provided

References References References References References

Business Business
Business Business Business
Service Service
Business Service Service Service
Service
**Documentation Employee Mgmt
Client Computing **Desktop Software **Direct Payroll Services
and Content Services (TBD) Services (TBD)
Messaging (TBD)
Services (TBD)
Services (TBD)

References References References References

Service Service Service Service
Portfolio Portfolio Portfolio Portfolio

Technology End User Services Financial Services Human Resource

Service Portfolio Services
** TBD by your
business naming
structure of your
services
© 2024 ServiceNow, Inc. All Rights Reserved
 Manage

Printers/Copiers Example Technical

Design
Consume
Foundation

Service Service
Portfolio Portfolio

End User Technology

Services Services
Portfolio Portfolio

Business
Tech Service
Service
Print
Management
Print and
Services
Copy Services

References

ice
Tech Service

Ser v Offering
Print Server
References Admin

Used on the Contains

Incident Record Offering Service
Service
Offering
Service
Depends On Application Consumes
Business
Offering Offering Application
Executive Service
Std Laser Managed HP Print
CI Printers
Desktop
Printers
Copiers
Print Server
Mgmt Admin

Depends On

Business Capabilities are not depicted

in this diagram. The Business Services
CI would provide a business capability.
Some organizations may build out
Printer
Name Service Portfolios before relating them
Business Capabilities.

© 2024 ServiceNow, Inc. All Rights Reserved

 Manage

Conference Room (Fly) Strategic

Relationship
References
Technical
Design
(Provides) Consume
Foundation
Business Business
Business Capability Capability Capability
Manage Manage Manage
Technology Communication and Facility
Collaboration
Provided by
Business Business Business
Application Application Application

Zoom Accurent EMS Accurent EMS

s
by::Provide
Provided

s
by::Provide
Provided

s
by::Provide
Provided
Application Application Application
Service Service Service

Zoom Accurent EMS Mitel

Contains Depends on Depends on Depends on

Tech
Service Bus Service Bus Service Bus Service
Bus Service Offering Offering Offering
Offering Offering Conference Conference
Zoom Room Room Conference
Zoom Location 1 Scheduling Room Telco
Administratio
n References
References References
References
Tech Bus Service Bus Service Bus
Service Service
Communication Conference
Application Services VOIP Services
Services
Mgmt
Services

References References References

Service Service Service
Portfolio Portfolio Portfolio

Technology Communications Facility

Services © 2024 ServiceNow, Inc. All Rights Reserved
 Manage
Client Compute Hardware (Run) Technical
Design
Consume

Tech Service
Foundation
References Desktop OS References
Services

Business
Service
Client
Endpoint
Services

Tech Service Bus Service

Reference
Paris
Offering Offering Bus Service Tech Service
Apple OS Desktop Support Desktop Support Offering Offering
Administration Laptop PC Windows
Desktop Administration
Contains Depends on
Depends on

CI CI CI CI Contains
Desktop 456
Laptop 123 Laptop 456 Desktop 123

References
References
References
Product Product Product
Model Model Model

Manufacturer MacBook Pro Lenovo Manufacturer Dell Inspiron Manufacturer

Apple 2019 ThinkPad Lenovo
Dell
References References

Contract Contract Contract

Apple Lenovo
Desktops

© 2024 ServiceNow, Inc. All Rights Reserved

Service Portfolios - aggregated Service reporting and
monitoring

Service Portfolio Technology

Services

Use in Slide
Infrastructure End User Services
Service Category

Service Type Show mode -

Compute Services Communication

Service
On Prem
Computing
Interactive
Cloud
Computing
Email
Direct
Messaging
Services

Red Hat Red Hat

Service Offering Azure AWS Outlook Teams
Linux Linux Outlook Teams
Admin Admin Mobile Mobile
Admin Patching

© 2024 ServiceNow, Inc. All Rights Reserved

Connecting Services to underlying CI’s

Service Portfolio Enterprise IT

Services

Infrastructure

Use in Slide
End User Services
Service Category Services

Service Type Server ClassCompute

Linux
Environment =
=
Show mode –
Services
Server Class =
Windows
Environment = Dev
Exchange Prod
Collaboration
O365 Teams SaaS

Interactive with
Prod
On Prem Cloud Direct
Service Email
Computing Computing Messaging
Application Service /
Dynamic CI Groups Matchin
Configuration Matchin Mapped
gMatchin
Slide 60
gMatchin
CI’s
Matchin CI’s
Matchin Matchin
CI’s
Items gMatchin
CI’s gMatchin
CI’s Matchin
gMatchin
CI’s
Red Hat ggCI’s
CI’s g CI’s g CI’s
Red Hat Windows g CI’s
Windows g CI’s
Outlook Teams
Service Offering Linux Outlook Teams
Linux Dev Prod Dev Mobile Mobile
Prod

© 2024 ServiceNow, Inc. All Rights Reserved

 Manage
How the components interact: CMDB/Discovery Technical
Design
Consume
Business References
Capability (1.1) data on
Leaf Capability record
AA

Provided By

Business Business Business Service Service

Application Application Application Portfolio Portfolio
Application A Application B Application C Portfolio A Portfolio B

Consumes References

Tech Application Application Depends on Service Business

Service Contains
Service Service
Offering Offering Service
PROD PROD
Tech App A Support App A PROD App B PROD Example A Service #1
Service Ven SLA

s
ce
App Mgmt Depends on

en
Services Tech Service

er
Service Offering

f
Contains

Re
Offering Example B
App B Support
Ven SLA Application Application
AppB@serv AppB@serv
er123 er456
Contains Runs On
Technical Tech Service Dynamic CI Runs On
Services Offering Group Server123 Installed
Compute/ Windows Query:All Win Software
Hosting Administration Servers Server456
MSSQL@serv
Technical Dynamic CI er
Services Tech Service Group 123
Database Offering Query:MSSQL MSSQL@serv
Services SQL Support Apps er
456
Technical Tech Service Dynamic CI Switch1001
Services Offering Group
Network Network Query:Network
Services Support Gear Router 01
© 2024 ServiceNow, Inc. All Rights Reserved
 Manage
Technical
How the components interact: Service Graph Design
Consume
Business References
Capability (1.1) data on
Leaf Capability record
AA

Provided By

Business Business Business Service Service

Application Application Application Portfolio Portfolio
Application A Application B Application C Portfolio A Portfolio B

Consumes References

Tech Application Application Depends on Service Business

Service Contains
Service Service
Offering Offering Service
PROD PROD
Tech App A Support App A PROD App B PROD Example A Service #1
Service Ven SLA

s
ce
App Mgmt Depends on

en
Services Tech Service

er
Service Offering

f
Contains

Re
Offering Example B Installed
App B Support Software
Ven SLA Application Application
AppB@serv AppB@serv
Installed er123 er456
Software
Contains Runs On
Technical Tech Service Dynamic CI
Services Server123
Compute/
Offering
Windows
Group
Query:All Win
SolarWin

Runs::Runs On
Hosting Administration Servers Server456 ds
Technical
Tech Service
Dynamic CI
MSSQL@serv
er Tanium
Group
Services
Database Offering Query:MSSQL
123
MSSQL@serv SCCM
Services SQL Support Apps er
456
Technical Tech Service Dynamic CI Switch1001
Services Offering Group
Network Network Query:Network
Services Support Gear Router 01
© 2024 ServiceNow, Inc. All Rights Reserved
Customer Service
Management
CSM and ITSM Data Examples
CSDM Tables Managed Customer Service Management CSM
Portal

1. Sold Product [sn_install_base_sold_product] =

Represents the product purchased by an
Account or Consumer, and references the
Product Model table

2. Install Base Items [sn_install_base_item] =

Represents the products installed or in use by
an account or consumer. Install Base Items are
CIs consumed by the customer like Application
Services, or a specific CI.
4
3. Service Model
[cmdb_service_product_model]=
A service model is a class of product models to
define Software as a Service (SaaS) products. It re
defines the service and contains the different f er
en CSM Portal
attributes, choices, and components that can be ce
s
configured to a customer’s specifications.
Service models have a specific model category
called Application Service, which links a service
model to the Application Service CI class

4. Service Offering [service_offering]=

Utilized as a choice list attribute to filter the
Business Service, Technical Service, Application
Service types of Service Offerings

5. Service Catalog [sc_cat_item] = 3

Customers can request services related to the
products they have purchased by linking the
Catalog Items

1,
© 2024 ServiceNow, Inc. All Rights Reserved
MSP – CSDM with CSM and ITSM
Customer Engagement Service Management
Manages
Service
MSP: Your
Reference Model
company
Server
Account: Monitoring Bus
Client Name Manages
Service
Monitoring
Service

Purchases SPM
h a se of Service
purc Service
Sold Products or
erence w/ Offering Offering
Service Ref Network
Server
What Data related to Monitoring Monitoring
service/product is
offered? CSDM Depends on
Server Monitoring
Tech
Technical Service Application
Service Offering Contains Service
Monitoring Ref LogicMonitor LogicMonitor
Services Admin

Install Base Items

What is being
monitored? References
Server 01
Viewable to each client, only
see their items based on
company name found on the References
asset or ci record
Assets CI
Server 1 Server 1 © 2024 ServiceNow, Inc. All Rights Reserved
Service with multiple packages

SN Customer Service SN IT Service Management

Management
Company: ACME
Account: Boxeo Manages Manages
Purchase
s Credit Check
Service Model (Service)
Credit Check Service
Model
Product
Models
References
Sold Products

Boxeo – Platinum References Platinum Gold Silver

Credit Check (Service Offering) (Service Offering) (Service Offering)

Depends On Depends On

Install Base Items References Prod Instance Dev Instance

(Application Service) (Application Service)
References
Boxeo – Prod Boxeo – Dev
Depends On

Application Server

Runs On
Example: ACME offers a Credit Check Service Server

to its enterprise customers, who can purchase Data related to

either the Platinum, Gold, or Silver offering. CSDM

© 2024 ServiceNow, Inc. All Rights Reserved

Source: CSM Data Management Workshop
Service with optional components

SN Customer Service SN IT Service Management

Management
Company: ACME
Account: Boxeo Manages Manages
Purchas Service Model with
es components Billing Service
Billing Service (Service)
Model

Reference Invoice
s
Payments
Sold Products

Boxeo – Billing Product Discounts

Service Models
Reference
s Invoice Payments Discounts
Boxeo - Invoice
(Service Offering) (Service Offering) (Service Offering)
Reference
Boxeo - s
Payments
Depends On Depends On

Install Base Items Reference

s Prod Instance Dev Instance
Reference (Application Service) (Application Service)
Boxeo – Prod Boxeo – Dev s
Depends On
Data related to Application Server

Example: ACME offers a Billing CSDM Runs On

Service to its enterprise customers, Server

who can purchase the bundle or one

or more of the component offerings
(Invoice, Payments, or Discounts).
© 2024 ServiceNow, Inc. All Rights Reserved
Source: CSM Data Management Workshop
Service with physical product

Data related to
Company: ACME CSDM
Account: Boxeo Manages Manages
Purchas Service Model with
es components Digital Printing
Printing Service (Service)
Model

Reference Monitoring
s Scan +
Sold Products Email

Boxeo – Printing Product Printer

Service Models
Reference
Boxeo - s Monitoring Scan + Email
Monitoring (Service Offering) (Service Offering)
Reference
Boxeo Printer 1 s

Depends On Depends On

Install Base Items Reference

s Prod Instance Dev Instance
Reference (Application Service) (Application Service)
Boxeo – Prod Boxeo – Dev s
Asset Depends On
s Boxeo Asset
Boxeo – Printer 1 Application Server
Printer 1
Configuration item Runs On
Example: ACME offers a Digital Printing Server
Solution to its customers who can
purchase either the bundle or the printer
along with one more service offerings
(Scan and Email, Monitoring)
Source: CSM Data Management Workshop © 2024 ServiceNow, Inc. All Rights Reserved
Service sold to multiple customers

Data related
Manages
Company: ACME
Manages
related to CSDM
Account: Boxeo
Purchas Service Model
es Reference Pharmacy Mgr.
s Pharmacy Mgr. (Service)

Prescription
Reference
s Refills
Product
Sold Products
Models
Reference
Boxeo – Prescription s Prescription Refills
(Service Offering) (Service Offering)
Reference
s

Depends On
Sold Products Install Base Items Prod Instance
(Application Service)
Avid - Prescription Avid - Prod
Depends On

Application Server
Purchas
Account - Avid es Runs On

Server

Example: ACME sells a Pharmacy

Manager Service to Boxeo and Avid
Inc.
© 2024 ServiceNow, Inc. All Rights Reserved
Source: CSM Data Management Workshop
Service used by multiple customers

Company: ACME
Manages Manages
Service Model
License Permit
(Service)
License Permit
Service Model

Sold Products Product

Boxeo – License
Models
Data related to
Permit
CSDM
Install Base Items Reference
Account: Boxeo s
Boxeo - Prod
Depends On

Prod Instance
Sold Products (Application Service)

Avid - License Permit Depends On

Install Base Items Application

Runs On
Account - Avid Reference
Avid - Prod
s Server

Example: ACME deploys both Boxeo and Avid on the

same production instance
(multi-tenant model).
© 2024 ServiceNow, Inc. All Rights Reserved
Source: CSM Data Management Workshop
Industry Frameworks
and CSDM
Mapping frameworks to CSDM
Frameworks mapped to CSDM
How existing frameworks relate to Common Service Data Model

• TM Forum V22
• BIAN V8
• TBM Council V3.02 (ATUM)
• IT4IT V2.1
• IT4IT V3
• APQC V7.2.1
• TOGAF / ArchiMate V3.1

Work in progress:
• SAFe
• COBIT 2019
• MBSE
• ITIL V4
© 2024 ServiceNow, Inc. All Rights Reserved
TM Forum V22 mapping
to CSDM
About TM Forum

• An alliance of 850+ global companies working

together to break down technology and cultural
barriers between digital service providers, technology
suppliers, consultancies and systems integrators

• TM Forum is a global industry association for service

providers and their suppliers in the
telecommunications industry

• For more information: http://www.tmforum.org

• Fundamentals course on Open Digital Architecture - (

ODA
)
• Business Process Framework – (eTOM)

Information Framework (SID)

© 2024 ServiceNow, Inc. All Rights Reserved

 The main differences / similarities
A comparison of certain areas where TM-Forum and CSDM may align or contrast

CSDM TM-Forum
Coverage
Focused on how to model digital products and Covers entire Telecom process, app and
services throughout their lifecycle information model

Use
Vendor agnostic framework focused on
ServiceNow platform specific use,
Telecom industry
accommodates products and integrations

Origins
Started in 1990’s, driven by telecom
Relatively new (2018), a collaboration company collaboration, heavily enterprise
between ServiceNow product teams in ITBM, architecture influences
ITSM, and ITOM.

© 2023 ServiceNow, Inc. All Rights Reserved.

Open Digital Architecture relates to CSDM

© 2024 ServiceNow, Inc. All Rights Reserved

TM Forum (eTOM) process domains mapping to
CSDM Used for both
CSM provides Customer and
additional data model Suppliers

v.22

© 2024 ServiceNow, Inc. All Rights Reserved

TM Framework Information Framework (SID)
Domains Common Market / Sales
Party Market Sales Roles Market Segment Marketing Campaign Competitor Contact/Lead/Prospect Market Sales Forecast

Location Market Sales Statistic Sales Channel Market Strategy & Plan

Calendar Customer
Base Types Customer Roles Customer Order Customer Problem Customer Bill Customer Bill Inquiry

Communication Customer Interaction Customer Statistic Applied Customer Billing Rate Customer Bill Collection Customer SLA
Interaction

Project Product
Agreement Product Roles Product Specification Product Offering Product Product Configuration Product Test Product Usage

User and Roles Loyalty Strategic Product Portfolio Plan Product Performance

Party Privacy Service

Service Roles Service Specification Service Order Service Service Configuration Service Test Service Usage
Test Metric
Service Strategy & Plan Service Performance Service Problem
Capacity
Topology
Resource
Resource Roles Resource Specification Resource Order Resource Resource Configuration Resource Test Resource Usage
Catalog Usage
Resource Strategy & Plan Resource Performance Resource Trouble Resource Topology
Policy Event

Performance
Business Partner
Link to v 25. Account Root Supplier Roles Partner Roles Party Order Party Problem Party Bill Party Account Party Product Specification and Offering

0 Trouble or Problem

Business Interaction
Party Interaction Party Statistic Applied Party Billing Rate Party Bill Collection Party Service Level Agreement

Party Revenue & Settlement Party Strategy & Plan

Configuration and
Profiling
Enterprise
Trouble Ticket Enterprise Effectiveness Enterprise Risk Workforce Finance

Legend Not fully developed ABE Preliminary ABE

© 2024 ServiceNow, Inc. All Rights Reserved

Telco Terminology- Product Catalog

Entity Description
Product
Marketing View

Offering Product Offering Entities which are orderable from a providers Product Catalog. A product offering
can be a single product or product bundle.

Product offering presents the product options available to a customer associated

Product with one or more product specification.
Specification Product Specification Product specification specifies what a provider sells at functional level. It includes
information such as brand, cost, terms and conditions, and product related
materials, including product visuals.

Product specifications can also include compatibility rules applicable for a product
and can be used to represent both tangible and intangible goods.
Service Characteristi
Specification c Service specification Service specifications are used to define technical details of a service using
Engineering View

characteristics and characteristic values. They serve as a template to define how a

service will be realized and delivered.
Resource specification A resource specification is used to define a physical or logical resource. It serves as
a template to define a resource or a resource type using characteristics and
characteristic values.
Resource Characteristi Characteristic and Characteristics are defined and associated with a product, service or resource
specification c values characteristic values specification. The characteristic and related characteristic values defines the
product, service or resource specification on which a product, service or resource
is based. A characteristic can have one or more Characteristic values.

© 2024 ServiceNow, Inc. All Rights Reserved

BIAN V8 mapping to
CSDM V4.0
About BIAN

• The Banking Industry Architecture

Network is an independent, member
owned, not-for-profit association to
establish and promote a common
architectural framework for enabling
banking interoperability.

• More information: https://bian.org/

• BIAN in 90 Seconds

BIAN Practitioner Guide

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 The main differences / similarities
A comparison of certain areas where BIAN and CSDM align or contrast

CSDM BIAN
Coverage
Focused on how to model digital products and Define SOA and semantic definitions for IT
services throughout their lifecycle services in the banking industry

Use
ServiceNow platform specific use, Vendor agnostic framework focused on
accommodates products and integrations banking industry

Origins
Relatively new (2018), a collaboration Started in 1990’s, driven by banking industry
between ServiceNow product teams in ITBM, to standardize, help with M&A and
ITSM, and ITOM to decide on standard standardize financial transactions across
definitions of a common model to be used financial institutions. Heavily enterprise
between each BU. architecture influenced.

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BIAN mapping to CSDM meta-model

BIAN Service Landscape

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 BIAN Service Landscape (Service Domain)

Service Based – all interactions

with the Service Domain are
realized through service operations
and all possible business activity
can be modeled as a pattern of
service interactions between a
suitable selection of Service
Domains.

Service Domains are the finest

level of partitioning, each defining
unique and discrete
business capacity. Examples
include Current Account,
Consumer Loan and Investment
Portfolio Management.

BIAN Service Domains

© 2024 ServiceNow, Inc. All Rights Reserved

BIAN Service Landscape use in CSDM
Some Synergies
with Business
Services map to
Capability
Business
Service

Service Domains
map to Service
Portfolio
Business Scenario Wirefra
me
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TBM Council V4.0
mapping to CSDM
About TBM Council (ATUM)

• To promote alignment between IT, Finance,

and Business Unit leaders, TBM provides a
standard taxonomy to describe cost
sources, technologies, IT resources (IT
towers), applications, and services.

• For more information:

https://www.tbmcouncil.org/

• Link to TBM Taxonomy Whitepaper

© 2024 ServiceNow, Inc. All Rights Reserved

 The main differences / similarities
A comparison of certain areas where TBM / ATUM and CSDM align or contrast

CSDM TBM ATUM

Coverage
Focused on how to model digital products and Focus on defining service model for IT
services throughout their lifecycle financial management purposes

Use
ServiceNow platform specific use, Used primarily for IT Service financial
accommodates products and integrations management. Also used to initially create an
IT services portfolio structure
Origins
Relatively new (2018), a collaboration Derived from Apptio ITFM products, now a
between ServiceNow product teams in ITBM, separate forum creating the framework, but
ITSM, and ITOM to decide on standard still widely considered heavily controlled by
definitions of a common model to be used Apptio
between each BU.

© 2023 ServiceNow, Inc. All Rights Reserved.

TBM Council Taxonomy and TBM model V4

TBM Taxonomy TBM Model

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© 2024 ServiceNow, Inc. All Rights Reserved
Towers

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TBM Model mapping to CSDM

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IT4IT V2.1 Mapping to
CSDM V4.0
About the IT4IT standard

• IT4IT is a reference architecture for information

technology (IT) management. IT organizations
and tool vendors use IT4IT as a framework to
improve and guide IT capabilities by focusing on
value chains.
• An Open Group forum and Reference
Architecture defines IT Value Streams, functional
components and a data model. Designed as a
vendor agnostic, umbrella framework used to
standardize how IT tools are used to manage the
end-to-end IT value chain.
• For more information:
https://www.opengroup.org/it4it

• IT4IT – A blueprint for the Digital Product To

olchain

© 2024 ServiceNow, Inc. All Rights Reserved

 The main differences / similarities
A comparison of certain areas where IT4IT and CSDM align or contrast

CSDM IT4IT
Coverage
Focused on how to model digital products and Focuses on standardizing a vendor agnostic
services throughout their lifecycle reference architecture for implementing and
integrating IT tooling
Use
ServiceNow platform specific use, Used by large IT organizations to identify
accommodates products and integrations gaps in IT tools, integrations, rationalize tools
and implement automated IT processes
Origins
Created by HP (now Microfocus) with
Relatively new (2018), a collaboration
customers in 2013 as guidance on end-to-
between ServiceNow product teams in ITBM,
end IT tooling. Voted to be useful beyond
ITSM, and ITOM to decide on standard
HP, it was decided to donate the IP to The
definitions of a common model to be used
Open Group as a standard.
between each BU.

© 2023 ServiceNow, Inc. All Rights Reserved.

IT4IT V2.1Valuechain

© 2024 ServiceNow, Inc. All Rights Reserved

IT4IT v.2.1 Functional Model – Reference for IT Management
Strategy toRequirement to Deploy Request to Fulfill Detect to Correct
Portfolio
Enterprise Defect
Architecture Component
Component
Enterprise
Archi- Defect
tecture

Policy Requirement Test Offer Consumption Component Problem Incident

Component Component Component Component Component

Policy Require- Test Shopping Problem/ Incident

ment Case Cart Known
Error

Proposal Source Build Offer Request Chargeback/ Service Level Event

Component Control Component Management Rationalization Showback Component Component
Component Component Component Component
Scope Service
Agree- Source Build Offer Request Charge- Contract Event
Sub- Charge-
ment back back
scription Contract Record
Portfolio Project Build Package Catalog Diagnostics & Service
Demand Component Component Composition Usage Remediation Monitoring
Component Component Component Component Component
Build Service
Portfolio IT Package Catalog Usage Run Service
Backlog Initiative Entry Record Book Monitor
Item

Service Service Release Fulfill- Fulfillment Change Configuration

Portfolio Design Composition ment Execution RFC Control Management
Request
Component Component Component Component Component Component
Con- Logical Service
ceptual Service Release Desired Actual
Service Release Blueprint Service
Service Service

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IT4IT V3 Mapping to
CSDM V4.0
About the IT4IT standard

• An Open Group forum and Reference

Architecture defining IT Value Streams,
functional components and data model.
Designed as an vendor agnostic, umbrella
framework used to standardize how IT tools
are used to manage the end-to-end IT value
chain.

• For more information:

https://www.opengroup.org/it4it

© 2024 ServiceNow, Inc. All Rights Reserved

 The main differences / similarities
A comparison of certain areas where IT4IT and CSDM align or contrast

CSDM IT4IT
Coverage
Focused on how to model digital products and Focuses on standardizing a vendor agnostic
services throughout their lifecycle reference architecture for implementing and
integrating IT tooling
Use
Used by large IT organizations to identify
ServiceNow platform specific use,
gaps in IT tools, integrations, rationalize tools
accommodates products and integrations
and implement automated IT processes
Origins
Created by HP (now Microfocus) with
Relatively new (2018), a collaboration customers in 2013 as guidance on end-to-
between ServiceNow product teams in ITBM, end IT tooling. Voted to be useful beyond
ITSM, and ITOM to decide on standard HP, it was decided to donate the IP to The
definitions of a common model to be used Open Group as a standard.
between each BU.
© 2023 ServiceNow, Inc. All Rights Reserved.
Convergence creates Digital Product - full lifecycle
Digital
Produc
What’s Apps t Services
Consumption
managed Strategic Context
Management
Metrics
Architecture Technology Business Continuous Improvement
GRC Context
Data Support metrics
Assets Costs
Design/Models CMDB/Dependencies
App Service
How Planning IT4IT Service Operations
managed DevOps Improvement
Program
and Projects Release Catalog Management
Management
Enterprise ITIL
Architecture

Agile/SAFe VeriSM

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IT4IT Supporting Capabilities v.3

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Digital Value Network v.3

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Digital Product Portfolios and Personas
Digital Product
Portfolios Portfolio
Structure
Used by Customers
Product
Strategy & Market-facing Product
Product
Lines Customers
Digital Lines
Lines
Investment Em Product(s)
ploy
ee-
Fo faci Busines
un ng Used by Employees Busines
Busines
da sss
tio Capabili Employees /
OT

na Digital Capabili
Capabili partners
l tyty
/ to

Product(s) ty
ol
ch

Shared / Foundational Shared

Shared
ain

Shared
IT Build
ITIT
s

Products
Manage Product
Digital Services
Services
Teams
Product s Services
Product(s)
Manager
Automates
Lifecycle
Factory automation Product
Value
Digital Product may be Value
Value
Toolchains.
Stream
Stream
Streams
factory
• Application Digital Step
Step Manufacturing
Product(s)
• Hardware Step 1 Step 2 Step 3

• Service
Adapted from IT4IT
A combination: V3 Portfolio Structure – The Open Group: “Shift to Digital
“bundle”
Product”
© 2024 ServiceNow, Inc. All Rights Reserved
CSDM alignment to IT4IT V3 & portfolio map to
CSDM V4
Digital Product may be
• Application
Digital Product
• Hardware
Underlying
Components
• Service
Often a combination “bundle”
Portfolios
Used by Customers SDLC
Componen
Products t
Customers
g Digital
Product
c in
t- Fa Product(s) Business
rke
Ma
Applicatio
Used by Employees n Depends on Offering
Strategy & Employee-facing
Investment
Products
Digital
Business Subscriptio
Fo Applicatio
un
da
Product(s) n Service Service n
Employees
t io
na
OT

l Shared / Foundational Offering

/t

CI’s
Products
oo

Manages Digital Technolog

l ch

Product
Product(s) y Service
ain

Manager
s

Automates
Lifecycle
Factory Automation
Products Toolchains
Digital factory
Product(s) Step 1 Step 2 Step 3
CSDM Structure

Adapted from IT4IT V3 Portfolio Structure – The Open Group: “Shift to Digital
Product”
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IT4IT V3 - ecosystem level view

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IT4IT V3 Value Stream Level Mapping

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IT4IT V3 Functional Component Group and Data
Model

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IT4IT V3 Digital Product Consumer types

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IT4IT V3: System and Contract lifecycle

Sell /
Subscribe
Technical Business
Offering Offering

Applicatio
n Service

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IT4IT V3 mapping to CSDM V3

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The Digital Product Instance to CSDM concepts
Digital Product Type: (App, Service,
Business Hardware)
Technical Business
Applicatio
Service Service
n

Subscrib
er
Business Offering

Technical Offering
Application
Service

CI’s
Application
Service
Application
Service

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APQC V7.2.1 Mapping
to CSDM 4.0
About APQC

• APQC (American Productivity & Quality

Center) is the world's foremost authority in
benchmarking, best practices, process and
performance improvement, and knowledge
management.

• For more information:

https://www.apqc.org/

© 2024 ServiceNow, Inc. All Rights Reserved

 The main differences / similarities
A comparison of certain areas where APQC and CSDM align or contrast

CSDM APQC
Coverage
Focused on how to model digital products and Focused on enterprise process improvement
services throughout their lifecycle (6-sigma) with a classification, processes,
formulas and metric data for sale
Use
ServiceNow platform specific use, Used by large enterprises to define and
accommodates products and integrations manage their processes, calculate metrics,
and perform benchmarking for their industry
Origins
Relatively new (2018), a collaboration Originally part of IBM, was spun out as a non-
between ServiceNow product teams in ITBM, profit entity in 1992 to focus on becoming a
ITSM, and ITOM to decide on standard process improvement data source and
definitions of a common model to be used definition standard.
between each BU.

© 2023 ServiceNow, Inc. All Rights Reserved.

APQC Process Classification Framework V7.2.1

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High level Mapping where CSDM data aligns

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Where APQC is used as a reference to inform
CSDM data

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ArchiMate 3.1 Mapping
to CSDM 4.0
About ArchiMate

• Is an open and independent modeling

language for Enterprise Architecture that is
supported by different tool vendors and
consulting firms.

• For more information:

https://www.opengroup.org/archimate-foru
m

© 2024 ServiceNow, Inc. All Rights Reserved

 The main differences / similarities
A comparison of certain areas where ArchiMate and CSDM align or contrast

CSDM ArchiMate
Coverage
Focused on modeling structure and Enterprise Architecture modeling language
dependencies between digital products and with views and view points for stakeholders,
services throughout their lifecycle focused on behavior and interaction.
Use
ServiceNow platform specific use, Used by larger enterprises that have
accommodates products and integrations dedicated Enterprise Architecture teams and
tools.
Origins
Relatively new (2018), a collaboration Originally the language that BizzDesign used
between ServiceNow product teams in ITBM, that was donated to the OpenGroup as a new
ITSM, and ITOM to decide on standard standard and forum in the 2008 timeframe,
definitions of a common model to be used and subsequently adopted by other
between each BU. Enterprise Architecture tool vendors.

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Relationship types in ArchiMate
Structure vs. Dependencies relationship types

©©2023
2024ServiceNow,
ServiceNow,Inc.
Inc.All
AllRights
RightsReserved.
Reserved
ArchiMate 3.1 domains from TOGAF
perspective

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ArchiMate core element mapping to CSDM

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ArchiMate core element mapping to CSDM

© 2024 ServiceNow, Inc. All Rights Reserved

ArchiMate core element mapping to CSDM

© 2024 ServiceNow, Inc. All Rights Reserved

Where to find more information?

CSDM on our Community CSDM Training Courses

• 20 Steps to Align to CSDM
• CSDM Fundamentals
• CSDM Lab

Now Create CSDM Product Views & Documentatio

• CSDM Workshop - Getting Started n
• CSDM data modeling workbook YouTube: CSDM playlist
• Use this workbook to build the needed
import sets to import data into the
platform.
• CSDM Data Model examples

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