Products that use and benefit from CSDM guidelines
Following the CSDM guidelines generates significant benefits in impact analysis, risk analysis, and business continuity.
Importance of CSDM to the ServiceNow AI Platform
| Product family | Benefits of a mature CMDB that follows the CSDM guidelines | Key metrics |
|---|---|---|
| ITSM | - Change management - True service-level reporting - Remove semantic disparity | - Reduced tickets - Reduced MTTR |
| ITOM | - Visibility across environments - System health and availability - Map issues to business processes for prioritization | - Avoided service outages - Reduced MTTR |
| ITAM | - Accurate license positions - Visibility across operational and financial data | - Reduced software license fines - Reduced failed audits |
| Strategic Portfolio Management \(SPM\) | - Map resources to business processes - Services based on business context - Planning scope and impact of investment / divestment | Reduced business risk and outages from outdated technologies |
| SecOps | - Prioritization of vulnerabilities based on business criticality - Faster incident isolation and response - End-to-end risk visibility | Reduced time to remediate priority 1 vulnerabilities |
| DevOps | - Automated DevOps change management - Link between configuration changes and impacted Cls | Automated change |
| CSM | - Visibility across customer environment - Accurate response to incidents | Customer satisfaction |
| IRM \(GRC\) | - Ensures quality data used for audit - Healthy, trusted data is critical for audit scoping and activities | - Accurately identify audited entities - Reduced audit effort and time |
Benefits of the CSDM guidelines
| Benefit | Value and associated features |
|---|---|
| Rationalization — Determine how well an enterprise application is performing | Identify insights from operational activities related to services \(visualize aggregated information across all your services and supporting operations\). Application Portfolio Management \(APM\) and IT Business Management \(ITBM\) |
| Outage reduction — Identify affected business services quickly | Prioritize critical events based on service-related information. IT Service Management \(ITSM\) and Event Management |
| Reporting — Consistent and reliable information about your services and digital products | Understand services, their makeups, and their accountabilities. IT Service Management \(ITSM\) |
| Alignment — Align business processes to reduce risk and assure conformance | Understand Service Health \(availability, CSAT, Performance, Vulnerabilities, IPC stats\)Governance, Risk, and Compliance \(GRC\) |
Parent Topic:Exploring the CSDM model