hi I'm Alex and I'm the managing director at a m partners and today I'm in lucamir in beautiful Bosnian and what I would like to talk about is a concept that is called wait mesh Orion's in Bosnia yeah I walked all the way over the mountain just to talk with you about csdm right exactly and that is really the topic of discussions today because csdm is a very hot topic with a lot of discussions it provides a standardized approach that we can Define our services with in the servicenow cmdb yeah however getting into the topic seems to be rather tedious task because it's a somewhat complex framework and a lot of opinions right exactly exactly especially on how it's supposed to work so isn't that also what we're going to speak about today in this video absolutely I think we're going to cover the fundamental concepts of the csdm so the elements that you need to know and understand before even starting a project because we have so many opinions it is important that we speak the same language right exactly exactly all right let's do it come with us on csdn [Music] foreign well many businesses they fail to implement an effective data model for their cmdb that can scale and cover multiple perspectives at the same time and this is really where csdm comes in it provides a standardized carefully designed approach and it also ensures that the business can utilize all the servicenow applications as intended by design it avoids a lot of technical depth and perhaps most importantly it allows the config management process to really connect all the parts of the Enterprise in one data model so let's have a look at an example of this by my colleague Joshua many organizations today are now transitioning from a CI based cmdb to a service aware cmdb however many of them underestimate the need for a framework such as csdm this is because the framework helps provide consistent definitions across your Enterprise for example if you have many different departments defining their own services without a consistent definition across then they'll each come up with their own specific elements and later on when you try to do complex enterprise-wide reporting the elements will not fit together and you will not be able to achieve what you're after for example many of your service offerings May rely on many different services to be provided to your customer however if all of those services are not consistently defined and all meet the same definition your reporting will fall short a proper cmdb effectively allows you to drive deep and meaningful reporting a poor cmdb implementation on the other hand typically fails to deliver good reports and thus losing all its value to the business so we know now why to care about the csdm let's dive deeper but before doing so let me ask you one simple question what is a service there is no one right answer I would like just to align our common understanding of the definition of a service so to give you an answer I would like to look back into the early days of the platform and especially the itsm suit because the general idea behind itsm is to manage the day-to-day activities of the IT department and the offering it provides to the organization meaning on one side you have the user the consumer of the provider technology requesting these IT services while on the other hand you have the IT department consisting of multiple people providing and supporting technological offerings in servicenow terminology they are typically called fulfillers so to reiterate a service consisting of people process and Technology provides offerings to a consumer base this is not only true for it but any Department within the organization hence why a bit later everyone was talking about Enterprise service management people took itsm best practices and applied them to any service department within the organization fast forward and we find ourselves today with many service Management Solutions be it for it customer services or human resources however there is still one problem to this we're lacking granularity and transparency simply because a service department like it provides many Individual Services to various audiences each with their own technology stack managed by dedicated service owners operators suppliers contractual agreements Etc this is where a csdm driven cmdb comes into play well that first part was fun but now that we're back at the office let's get down to business now that we've aligned our definitions and are aware of just how important the csdm is let's take a look at how it works and for you Enterprise Architects out there dreading having to learn another data model don't worry the cstm was actually designed with this in mind and allows for a one-to-one mapping of most common data models such as TBM it4it and archimate when we talk about Services we need to think in layers beginning with the bottommost layer of infrastructure this alone gives us a cioware cmdb with the rest of the layers considered we then have the basic ingredients for a comprehensive data model of our organization for the next layer let's take a look at application service the definition from servicenow tells us that there are a set of interconnected applications and hosts which are configured to offer a service to the organization so what does this actually mean practically if we take a look at our example on the right we can see we have three application services we can also see that exchange prod UK and exchange Dev UK are supported by the same infrastructure down towards the bottom of the screen what this means is that an application service does not need to depend on an unique set of infrastructure the same set of infrastructure can actually support many different application services and we can also see to the right exchange prod Asia Pacific is supported solely by its own infrastructure if we come back to the servicenow definition I want to mention that it can be misleading if misinterpreted the definition implies that application services and therefore also service mapping addresses all service classifications in truth we're still in the it operations space we're not yet addressing services and service offerings which are other service classifications that service owners in particular are concerned with let's have a look at how they come in with this diagram on screen we can see how service and service offerings are related for example we have the Confluence Wiki as a service however this alone cannot be consumed by our customers we need to give them options and so that's where service offerings come into play service offerings because they need to be consumed by our customers need to be linked to the service catalog so they're made available additionally service offerings are also linked to application Services which we already know are made up of infrastructure the importance of this relationship is so we can see how when our infrastructure is affected by the likes of incidents and events how that affects our commitments which are related to our service offerings for example you can imagine that for the various Confluence portals that we have we need to maintain a 99.9 availability however when we have incidents affecting this with the relationships we have in place we can automatically calculate how such events affect our commitments however this is not all we have a need to distinguish between the services that are provided to our technology customers and our business customers what does this mean I'll hand it over to my colleague Michelle to explain thank you Josh well the truth is the cmdb still primarily serves the purposes of I.T simply because it oftentimes provides Technical Services in order to provide Business Services towards our business consumers so if we go back to the previous example of Josh and an incident affects our infrastructure well then we can have different concerns within the organization because on the business side we are primarily concerned with the commitments that we have towards our business consumers while within it we are more concerned about the commitments we have on our Technical Services that are underpinning the business services like just previously mentioned the availability of the Technical Services so in other words they address different outcomes that being said it's also interesting to understand that business services can be used in different areas it can be used on one hand for internal I.T purposes providing business services to our employees while we can also use it to describe services that we provide to our customers please note here that we have CSM here on our slide but you can also use itsm this entirely depends on the needs of your Enterprise now before you get started with adopting csdm I want to give you one last piece of advice consider your organization's priorities as this will Define your approach and by that I mean if for example for security reasons you need to have an entire inventory of your its state you of course focus on the two lowest layers first infrastructure and application services if however you need to ensure the health of a critical business service from end to end you should only focus on the components which help deliver that service with all of this being covered we hope that you've learned a fair degree of information about csdm on behalf of me together with my colleagues Michelle and Joshua and of course eina M Partners but we really like to thank you for taking the time to watch our video and of course don't forget to comment like And subscribe to our YouTube channel and follow us on LinkedIn thank you so much foreign [Music]