CSDM Data Models Example of Service Models Month
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CSDM Data Models Example of Service Models Month Year Ref: Speaker Name 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. Review
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01
CSDM Data Models Example of Service Models Month Year Ref: Speaker Name<br>
02
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.
Review the Data Model, Definitions and relationships, use as a reference.
Use the Lexicon or spreadsheets to ‘work through scenarios’
Find the diagram that best fits your needs
Duplicate the lexicon and diagram slides
Enter the data into the right boxes based on CSDM definitions, table guidance and relationships
5. Enter the data into the Data Modeling workbook to further work out possible offerings as related to a Service
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.<br>
Review the Data Model, Definitions and relationships, use as a reference.
Use the Lexicon or spreadsheets to ‘work through scenarios’
Find the diagram that best fits your needs
Duplicate the lexicon and diagram slides
Enter the data into the right boxes based on CSDM definitions, table guidance and relationships
5. Enter the data into the Data Modeling workbook to further work out possible offerings as related to a Service
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.<br>
03
Common Service Data Model<br>
04
SDLC
Component Domain Foundation Design Build Manage Technical Services Sell / Consume SDLC
Component Technical
Service Request
Catalogue
Item Technical
Service Offering Technical
Service Offering Technical
Service Offering Dynamic
CI
Group Application
Service Application Server IoT Network
Gear BUILD MANAGE
PORTFOLIO Service Owner DESIGN Business
Capability Business
Application Information
Object Request
Catalogue Item Business
Service Offering Business
Service Service
Portfolio SELL / CONSUME Teams Technical
Consumer Technology
Service Owner
(Infrastructure) Technology
Service Owner
(Delivery) Business
Consumer Enterprise
Architect Application
Owner Business
Relationship
Manager Customer
Service
Manager Configuration Items Business
Process Contracts Products
(Models) CMDB
Group Groups Users Life
Cycle FOUNDATION Process
Owner Contract
Manager Product
Owner Data
Steward The Common Service Data Model Locations Locations Locations Company Business Unit Department Application Service Owner
(Delivery) MANAGE
TECHNICAL SERVICES Technical
Service Technical
Service SDLC
Component SDLC
Component SDLC
Components SDLC
Components<br>
Component Domain Foundation Design Build Manage Technical Services Sell / Consume SDLC
Component Technical
Service Request
Catalogue
Item Technical
Service Offering Technical
Service Offering Technical
Service Offering Dynamic
CI
Group Application
Service Application Server IoT Network
Gear BUILD MANAGE
PORTFOLIO Service Owner DESIGN Business
Capability Business
Application Information
Object Request
Catalogue Item Business
Service Offering Business
Service Service
Portfolio SELL / CONSUME Teams Technical
Consumer Technology
Service Owner
(Infrastructure) Technology
Service Owner
(Delivery) Business
Consumer Enterprise
Architect Application
Owner Business
Relationship
Manager Customer
Service
Manager Configuration Items Business
Process Contracts Products
(Models) CMDB
Group Groups Users Life
Cycle FOUNDATION Process
Owner Contract
Manager Product
Owner Data
Steward The Common Service Data Model Locations Locations Locations Company Business Unit Department Application Service Owner
(Delivery) MANAGE
TECHNICAL SERVICES Technical
Service Technical
Service SDLC
Component SDLC
Component SDLC
Components SDLC
Components<br>
05
CSDM Data Tables in the CMDB Data Tables found in the CMDB cmdb_ci_business_capability cmdb_ci_business_app cmdb_ci_information_object Business Capability Business Application Information Object cmdb_ci_query_based_service cmdb_ci_appl * - various Dynamic CI Group Application Infrastructure CIs cmdb_ci_service_technical Technical Service service_offering Technical Service Offering service_portfolio (not a CMDB CI) sc_catalog (not a CMDB CI) Service Portfolio Request Catalog cmdb_ci_service_business Business Service Business Service Offering cmdb_ci_service_auto: Application Service cmdb_sdlc_component SDLC Component Service Classification = Technical Service Service Classification = Technical Service For Manual & Service Mapping: cmdb_ci_service_discovered
Query Based: cmdb_ci_query_based_service
Tag Based: cmdb_ci_service_by_tags
Service Classification = Application Service Service Classification” = Technical Service Optional to use Table names start with cmdb_ci Service Classification” = Business Service Discoverable Table found in Service Portfolio Management service_offering Service Classification” = Business Service Table found in Service Portal Application Non-CMDB Non-CMDB<br>
Query Based: cmdb_ci_query_based_service
Tag Based: cmdb_ci_service_by_tags
Service Classification = Application Service Service Classification” = Technical Service Optional to use Table names start with cmdb_ci Service Classification” = Business Service Discoverable Table found in Service Portfolio Management service_offering Service Classification” = Business Service Table found in Service Portal Application Non-CMDB Non-CMDB<br>
06
Relationship Application Service Business Capability Application Business Application Business Application Technical Service Technical Service Offering Service Portfolio Business Service Business Service Offering Business Application Information Object Application Service Application Infrastructure CIs Technical Service Offering Application Service Business Service Business Service Offering Application Service Depends on :: Used by Runs on:: Runs Business Capability Business Service Business Application Business Application Reference attribute Application Service Application Service Depends on :: sends Data To Technical Service Offering Dynamic CI Group Dynamic CI Group Infrastructure CIs Business Application SDLC Component SDLC Component Application Service Contains :: Contained by Optional Mapping data through relationships Request Request Catalog Item Provides :: Provided by Provides :: Provided by Uses :: Used by Contains :: Contained by Consumes :: Consumed by Reference attribute Contains :: Contained by Contains :: Contained by uses related list Reference attribute Reference attribute Depends on :: Used by Reference attribute Optional After Service Portfolio Mgmt Activation Non-CMDB Non-CMDB<br>
07
Blank Lexicons Use to model your data<br>
08
CSDM Lexicon for [Name of App] (Run)<br>
09
CSDM Lexicon for [Name of App] (Fly) SaaS with On Premise Systems<br>
10
Platform Host and App Example ServiceNow with on premise MID Server<br>
11
CSDM Lexicon for ServiceNow (Run) Platform Host andPlatform App Example SaaS with On Premise Systems<br>
12
QA Dev QA Dev QA Dev QA Dev ServiceNow Platform (Run) Business Application
ServiceNowMid Server Business Application
HR Service Delivery Infrastructure
Server123 Business ServiceOnboarding Bus Service
Offering
Mobile Onboarding Depends On Runs On Bus Service Offering
Enterprise Onboarding Platform Apps Architecture Type Tech Service Offering
Windows Mgmt Tech Service Offering
SN Discovery Admin Contains QA Dev Application Service
SN Tokyo Prod Consumes Contains Architecture Types:
Platform App
Platform Host = Service Mapping Manage Technical Design Consume Business Application
ServiceNow Platform Platform Host Ref Application Service
Mid Server Prod Application Service
Change Mgmt Prod Application Service
HR Service Delivery Prod Application
java@server123 Dynamic CI Group
Query: All Win Servers Tech Service Offering
ServiceNow Administration Business ApplicationServiceNow Discovery Application Service
Discovery Prod Business ApplicationSN Change Mgmt Technology Service
Hosting Services Tech Service Offering
Middleware Mgmt Consumes Consumes Consumes Contains Reference Tech Service Offering
ServiceNow Administration Technology Service
Platform Services Contains SaaS with On Premise Systems Reference Ref Contains Consumes<br>
ServiceNowMid Server Business Application
HR Service Delivery Infrastructure
Server123 Business ServiceOnboarding Bus Service
Offering
Mobile Onboarding Depends On Runs On Bus Service Offering
Enterprise Onboarding Platform Apps Architecture Type Tech Service Offering
Windows Mgmt Tech Service Offering
SN Discovery Admin Contains QA Dev Application Service
SN Tokyo Prod Consumes Contains Architecture Types:
Platform App
Platform Host = Service Mapping Manage Technical Design Consume Business Application
ServiceNow Platform Platform Host Ref Application Service
Mid Server Prod Application Service
Change Mgmt Prod Application Service
HR Service Delivery Prod Application
java@server123 Dynamic CI Group
Query: All Win Servers Tech Service Offering
ServiceNow Administration Business ApplicationServiceNow Discovery Application Service
Discovery Prod Business ApplicationSN Change Mgmt Technology Service
Hosting Services Tech Service Offering
Middleware Mgmt Consumes Consumes Consumes Contains Reference Tech Service Offering
ServiceNow Administration Technology Service
Platform Services Contains SaaS with On Premise Systems Reference Ref Contains Consumes<br>
13
CSDM Lexicon for ServiceNow (Fly) SaaS with On Premise Systems Platform Host andPlatform App Example<br>
14
QA Dev QA Dev QA Dev QA Dev QA Dev ServiceNow Platform (Fly) Business Capability (1.1)
IT Service & Operations Management Business Application
ServiceNowMid Server Business Application
HR Service Delivery Infrastructure
Server123 Provided By Provided By Business ServiceOnboarding Bus Service Offering
Mobile Onboarding Depends On Runs On Portfolio Human Resources Portfolio CategoryNew Employee Bus Service Offering
Enterprise Onboarding Business Capability (1.2)
Human Resource Management Platform Apps Architecture Type Tech Service Offering
Windows Mgmt Technology Service
Platform Services Tech Service Offering
SN Discovery Admin Contains Application Service
SN Tokyo Prod Consumes Contains Architecture Types:
Platform App
Platform Host APM implementation SPM/DPM implementation = Service Mapping Manage Technical Design Consume Business Application
ServiceNow Platform Platform Host Ref Application Service
Mid Server Prod Application Service
Change Mgmt Prod Application Service
HR Service Delivery Prod Application
java@server123 Dynamic CI Group
Query: All Win Servers Tech Service Offering
ServiceNow Administration Business ApplicationServiceNow Discovery Application Service
Discovery Prod Business ApplicationSN Change Mgmt Technology Service
Hosting Services Tech Service Offering
Middleware Mgmt Consumes Consumes Consumes Contains Reference Tech Service Offering
ServiceNow Administration Technology Service
Platform Services Contains SaaS with On Premise Systems Reference Provided By Reference Reference Technology Service
Platform Services * ITSM Portfolio that provides the capability for IT Service and Operations Mgmt is not shown in this diagram. *<br>
IT Service & Operations Management Business Application
ServiceNowMid Server Business Application
HR Service Delivery Infrastructure
Server123 Provided By Provided By Business ServiceOnboarding Bus Service Offering
Mobile Onboarding Depends On Runs On Portfolio Human Resources Portfolio CategoryNew Employee Bus Service Offering
Enterprise Onboarding Business Capability (1.2)
Human Resource Management Platform Apps Architecture Type Tech Service Offering
Windows Mgmt Technology Service
Platform Services Tech Service Offering
SN Discovery Admin Contains Application Service
SN Tokyo Prod Consumes Contains Architecture Types:
Platform App
Platform Host APM implementation SPM/DPM implementation = Service Mapping Manage Technical Design Consume Business Application
ServiceNow Platform Platform Host Ref Application Service
Mid Server Prod Application Service
Change Mgmt Prod Application Service
HR Service Delivery Prod Application
java@server123 Dynamic CI Group
Query: All Win Servers Tech Service Offering
ServiceNow Administration Business ApplicationServiceNow Discovery Application Service
Discovery Prod Business ApplicationSN Change Mgmt Technology Service
Hosting Services Tech Service Offering
Middleware Mgmt Consumes Consumes Consumes Contains Reference Tech Service Offering
ServiceNow Administration Technology Service
Platform Services Contains SaaS with On Premise Systems Reference Provided By Reference Reference Technology Service
Platform Services * ITSM Portfolio that provides the capability for IT Service and Operations Mgmt is not shown in this diagram. *<br>
15
Platform Host and App Example SAP Platform – Run
SAP Platform – Run Multiple Locations/Support
SAP Platform - FlyEPIC SaaS Platform – RunEPIC SaaS Platform - Fly<br>
SAP Platform – Run Multiple Locations/Support
SAP Platform - FlyEPIC SaaS Platform – RunEPIC SaaS Platform - Fly<br>
16
CSDM Lexicon for SAP Platform (Run) *Manufacturing<br>
17
QA Dev QA Dev SAP Platform (Run) Business Application
SAP Manufacturing Infrastructure
Server123 Business ServiceManufacturingMgmt Bus Service Offering
Inventory Mgmt Depends On Runs On Bus Service Offering
Product Line Status Platform Apps Tech Service Offering
Windows Mgmt Contains Application Service
SAP Host Prod Consumes Contains Architecture Types:
Platform App
Platform Host = Service Mapping Manage Technical Design Consume Business Application
SAP Platform Platform Host Application Service
SAP ERP Prod Application Service
SAP Mfg Prod Application
java@server123 Dynamic CI Group
Query: All Win Servers Tech Service Offering
SAP Administration US Business ApplicationSAP ERP Technology Service
Hosting Services Tech Service Offering
SAP Administration Consumes Consumes Reference Technology Service
Application Mgmt Services On Premise Systems – One Location Reference Reference Reference Tech Service Offering
SAP Reporting Contains Technology Service
Platform Services<br>
SAP Manufacturing Infrastructure
Server123 Business ServiceManufacturingMgmt Bus Service Offering
Inventory Mgmt Depends On Runs On Bus Service Offering
Product Line Status Platform Apps Tech Service Offering
Windows Mgmt Contains Application Service
SAP Host Prod Consumes Contains Architecture Types:
Platform App
Platform Host = Service Mapping Manage Technical Design Consume Business Application
SAP Platform Platform Host Application Service
SAP ERP Prod Application Service
SAP Mfg Prod Application
java@server123 Dynamic CI Group
Query: All Win Servers Tech Service Offering
SAP Administration US Business ApplicationSAP ERP Technology Service
Hosting Services Tech Service Offering
SAP Administration Consumes Consumes Reference Technology Service
Application Mgmt Services On Premise Systems – One Location Reference Reference Reference Tech Service Offering
SAP Reporting Contains Technology Service
Platform Services<br>
18
CSDM Lexicon for SAP (Run) (Multiple Locations/Support) *Manufacturing<br>
19
QA Dev QA Dev QA Dev QA Dev SAP ERP SAP MFG Platform App Platform Host Contains Consumes SAP Platform (Run) Reference REF SAP App Administration US App Mgmt Services Infrastructure CI’s SAP Host Prod Application Mgmt Services Ref Contains Depends On Manage Technical Design Consume = Service Mapping SAP App Administration EMEA SAP ERP Prod EMEA Cloud Hosting Database Mgmt Service Network Services Windows Administration Database Administration Network Administration SAP Finance
Prod SAP Platform Consumes Consumes Contains Dynamic CI Group
Query: All Win Servers SAP ERP Prod US Contains Contains Reference Reference Reference Reference Technical Service Offerings Architecture Types:
Platform App
Platform Host On Premise Systems – Multiple Locations/Support Technical Service Offerings Technical Services Technical Services SAPAdministration Business ServiceFinancial Offering
Product Line Status Offering
Inventory Mgmt EMEA Reference Depends On App Support US App Support EMEA Depends On Service Desk US Service Desk EMEA Business ServiceFinancial Services Offering
SAP Finance Depends On<br>
Prod SAP Platform Consumes Consumes Contains Dynamic CI Group
Query: All Win Servers SAP ERP Prod US Contains Contains Reference Reference Reference Reference Technical Service Offerings Architecture Types:
Platform App
Platform Host On Premise Systems – Multiple Locations/Support Technical Service Offerings Technical Services Technical Services SAPAdministration Business ServiceFinancial Offering
Product Line Status Offering
Inventory Mgmt EMEA Reference Depends On App Support US App Support EMEA Depends On Service Desk US Service Desk EMEA Business ServiceFinancial Services Offering
SAP Finance Depends On<br>
20
CSDM Lexicon for SAP (Fly) On Premise System Multiple Locations/Support Platform Host andPlatform App Example<br>
21
QA Dev SAP Platform (Fly) Business Capability (1.1)
Enterprise Resource Planning Business Application
SAP Manufacturing Infrastructure
Server123 Provided By Provided By Business ServiceManufacturingMgmt Bus Service Offering
Inventory Mgmt Depends On Runs On Portfolio Production Portfolio CategoryManufacturing Bus Service Offering
Product Line Status Business Capability (1.2)
Logistics Platform Apps Architecture Type Tech Service Offering
Windows Mgmt Contains Application Service
SAP Host Prod Consumes Contains Architecture Types:
Platform App
Platform Host APM implementation SPM/DPM implementation = Service Mapping Manage Technical Design Consume Business Application
SAP Platform Platform Host Application Service
SAP ERP Application Service
SAP Mfg Application
java@server123 Dynamic CI Group
Query: All Win Servers Tech Service Offering
SAP Administration US Business ApplicationSAP ERP Technology Service
Hosting Services Tech Service Offering
SAP Administration US Consumes Consumes Reference Technology Service
Platform Services Reference Provided By Reference Reference Tech Service Offering
SAP Reporting Contains Technology Service
Platform Services On Premise Systems – One Location<br>
Enterprise Resource Planning Business Application
SAP Manufacturing Infrastructure
Server123 Provided By Provided By Business ServiceManufacturingMgmt Bus Service Offering
Inventory Mgmt Depends On Runs On Portfolio Production Portfolio CategoryManufacturing Bus Service Offering
Product Line Status Business Capability (1.2)
Logistics Platform Apps Architecture Type Tech Service Offering
Windows Mgmt Contains Application Service
SAP Host Prod Consumes Contains Architecture Types:
Platform App
Platform Host APM implementation SPM/DPM implementation = Service Mapping Manage Technical Design Consume Business Application
SAP Platform Platform Host Application Service
SAP ERP Application Service
SAP Mfg Application
java@server123 Dynamic CI Group
Query: All Win Servers Tech Service Offering
SAP Administration US Business ApplicationSAP ERP Technology Service
Hosting Services Tech Service Offering
SAP Administration US Consumes Consumes Reference Technology Service
Platform Services Reference Provided By Reference Reference Tech Service Offering
SAP Reporting Contains Technology Service
Platform Services On Premise Systems – One Location<br>
22
CSDM Lexicon for EPIC SaaS(Run)<br>
23
EPIC Healthcare SaaS Platform (Run) Business Application
EPIC MyChart Business Application
EPIC Host SaaS Business Application
EPIC Cupid Business ServicePatient Services Offering
EPIC Depends On Application Service
EPIC Host SaaS Consumes Offering
My Chart Platform App Platform Host Architecture Type Tech Service Offering
Epic Administration Technology Service
Application Mgmt Services Application Service
Epic SaaS Application Service
MyChart SaaS Contains Business ApplicationEPIC EHR Application Service
EPIC Cupid SaaS Consumes Offering
Cupid Business ServiceCardiology Services Ref Ref Consumes Consumes Manage Technical Design Consume References Service Desk Service Desk Service Desk EPIC Support Team Depends On Depends On<br>
EPIC MyChart Business Application
EPIC Host SaaS Business Application
EPIC Cupid Business ServicePatient Services Offering
EPIC Depends On Application Service
EPIC Host SaaS Consumes Offering
My Chart Platform App Platform Host Architecture Type Tech Service Offering
Epic Administration Technology Service
Application Mgmt Services Application Service
Epic SaaS Application Service
MyChart SaaS Contains Business ApplicationEPIC EHR Application Service
EPIC Cupid SaaS Consumes Offering
Cupid Business ServiceCardiology Services Ref Ref Consumes Consumes Manage Technical Design Consume References Service Desk Service Desk Service Desk EPIC Support Team Depends On Depends On<br>
24
CSDM Lexicon for EPIC (Fly) SaaS Platform Host andPlatform App Example<br>
25
EPIC Healthcare SaaS Platform (Fly) Business Application
EPIC MyChart Business Application
EPIC Host SaaS Business Application
EPIC Cupid Business ServicePatient Services Bus Service Offering
EPIC Depends On Application Service
EPIC Host SaaS Consumes Bus Service Offering
My Chart Architecture Type Tech Service Offering
Epic Administration Technology Service
Application Mgmt Services Application Service
Epic SaaS Application Service
MyChart SaaS Contains Business ApplicationEPIC EHR Application Service
EPIC Cupid SaaS Consumes Bus Service
Offering
Cupid Business ServiceCardiology Services Ref Ref Consumes Consumes Manage Technical Design Consume References Service Desk Service Desk Service Desk EPIC Support Team Business Capabilities
Provide Electronic Health Records Business Capabilities
Provide Cardiology Care Provided by::Provides Provided by::Provides Service PortfolioPatient Care Foundation Depends On Depends On<br>
EPIC MyChart Business Application
EPIC Host SaaS Business Application
EPIC Cupid Business ServicePatient Services Bus Service Offering
EPIC Depends On Application Service
EPIC Host SaaS Consumes Bus Service Offering
My Chart Architecture Type Tech Service Offering
Epic Administration Technology Service
Application Mgmt Services Application Service
Epic SaaS Application Service
MyChart SaaS Contains Business ApplicationEPIC EHR Application Service
EPIC Cupid SaaS Consumes Bus Service
Offering
Cupid Business ServiceCardiology Services Ref Ref Consumes Consumes Manage Technical Design Consume References Service Desk Service Desk Service Desk EPIC Support Team Business Capabilities
Provide Electronic Health Records Business Capabilities
Provide Cardiology Care Provided by::Provides Provided by::Provides Service PortfolioPatient Care Foundation Depends On Depends On<br>
26
CSDM Lexicon for O365(Run)<br>
27
CI
Switch Exchange02 Application Service
Exchange Dev O365 Platform (Run) Business Application
Exchange Business Application
SharePoint Online Business Application
Teams CI Exchange01 Bus Service
File Share Bus Service Offering
SharePoint Sites Depends On Application Service
SharePoint SaaS Bus Service Offering
Outlook Platform App Platform Host Architecture Type Application
Exchange Tech Service Offering
Exchange Administration Tech Service Offering
Windows Server Admin Technical Service
Application Mgmt Services Technical Service
Hosting Services Application Service
Exchange
Prod Business Application
O365 E5 Application Service
Teams SaaS Service mapping Architecture Type Bus Service Offering
Teams Ref Ref Technical Service
Network Services Tech Service Offering
Network Admin CI
Router Bus Service
Email Services = Service Mapping Consumes Manage Technical Design Consume Consumes Depends On Depends On Consumes Dynamic CI GroupWindows Server Dynamic CI GroupRouters Contains Contains Contains Contains Contains Query based Query based Bus Service
Direct Messaging Services Application Service
Active Directory 2018 Prod Business Application
Active Directory Sends Data to Service Offering
Active Directory Administration Technical Service
Identity and Access Mgmt Ref Ref Ref Ref Ref Contains Service Portfolio
Communication Ref Ref<br>
Switch Exchange02 Application Service
Exchange Dev O365 Platform (Run) Business Application
Exchange Business Application
SharePoint Online Business Application
Teams CI Exchange01 Bus Service
File Share Bus Service Offering
SharePoint Sites Depends On Application Service
SharePoint SaaS Bus Service Offering
Outlook Platform App Platform Host Architecture Type Application
Exchange Tech Service Offering
Exchange Administration Tech Service Offering
Windows Server Admin Technical Service
Application Mgmt Services Technical Service
Hosting Services Application Service
Exchange
Prod Business Application
O365 E5 Application Service
Teams SaaS Service mapping Architecture Type Bus Service Offering
Teams Ref Ref Technical Service
Network Services Tech Service Offering
Network Admin CI
Router Bus Service
Email Services = Service Mapping Consumes Manage Technical Design Consume Consumes Depends On Depends On Consumes Dynamic CI GroupWindows Server Dynamic CI GroupRouters Contains Contains Contains Contains Contains Query based Query based Bus Service
Direct Messaging Services Application Service
Active Directory 2018 Prod Business Application
Active Directory Sends Data to Service Offering
Active Directory Administration Technical Service
Identity and Access Mgmt Ref Ref Ref Ref Ref Contains Service Portfolio
Communication Ref Ref<br>
28
CSDM Lexicon for Microsoft Dynamics<br>
29
Microsoft Dynamics Tech Service Offering
Dynamics Admin Business Capability (1.1)
Service Customers Business Application
Microsoft Dynamics Dynamics CRM Application Service
MS Dynamics Prod Technical Services
Application Mgmt Services Contains Provided By Consumes Reference Dynamics Reports Customer Relationship Services Depends on References Manage Technical Design Consume Infrastructure CS’s Depends on Relationship<br>
Dynamics Admin Business Capability (1.1)
Service Customers Business Application
Microsoft Dynamics Dynamics CRM Application Service
MS Dynamics Prod Technical Services
Application Mgmt Services Contains Provided By Consumes Reference Dynamics Reports Customer Relationship Services Depends on References Manage Technical Design Consume Infrastructure CS’s Depends on Relationship<br>
30
Client Server Example SolidWorks and Product Data Management System – Design/Engineering Software<br>
31
CSDM Lexicon for SolidWorks PDM and SolidWorks Client (Run)<br>
32
CI
Network Switch Check your work! Business ApplicationSolidWorks Product Data Mgmt Consumes Depends on CI
License Server App Reference CIMicrosoft SQL Database SolidWorks PDM and SolidWorks Client- Run Client Server Example Bus Service Offering
SolidWorks Application Service
SolidWorks PDM Prod CI
SolidWorks Archive Server App CIWindows Server CINetwork Router = Service Mapping Service Mapping Service Offering
Network Administration Dynamic CI Group Network Routers Contains Contains Technical Service
Network Services Dynamic CI Group Windows Servers Service Offering
Windows Administration Service OfferingDatabase Administration Technical Service
Compute/Hosting Services Reference Contains Technical Service
Database Services Ref Database Support Team Windows Support Team Network Support Team Service Desk Business Service
Engineering Design Services Query based Manage Technical Design Consume Foundation Contains<br>
Network Switch Check your work! Business ApplicationSolidWorks Product Data Mgmt Consumes Depends on CI
License Server App Reference CIMicrosoft SQL Database SolidWorks PDM and SolidWorks Client- Run Client Server Example Bus Service Offering
SolidWorks Application Service
SolidWorks PDM Prod CI
SolidWorks Archive Server App CIWindows Server CINetwork Router = Service Mapping Service Mapping Service Offering
Network Administration Dynamic CI Group Network Routers Contains Contains Technical Service
Network Services Dynamic CI Group Windows Servers Service Offering
Windows Administration Service OfferingDatabase Administration Technical Service
Compute/Hosting Services Reference Contains Technical Service
Database Services Ref Database Support Team Windows Support Team Network Support Team Service Desk Business Service
Engineering Design Services Query based Manage Technical Design Consume Foundation Contains<br>
33
Environment/Location Based Service Claims<br>
34
QA QA Environment/location Based Service Claims Handling US Relationship Manager US Claims Handling Business Service Owner Business Service Relationship Manager UK Bus Service Offerings<br>
35
Technical Services Dynamic CI Groups, Shared Technical Services, MicroServices,<br>
36
CSDM Lexicon for LogicMonitor (Run)<br>
37
LogicMonitor and ServiceNow (Fly) Tech Service Offering
Monitorin/Event Administration Business Capability (1.1)
IT Service and Operations Mgmt Business Application
LogicMonitor Incident Resolution Application Service
LogicMonitor Technical Services
Monitoring Services Contains Provided By Consumes Business Application
SN Event Mgmt Application Service
SN Event Mgmt API Reference IT Services Service Portfolio
IT Service and Operations Mgmt Business Application
SN Platform Business Application
SN Incident Consumes Application Service
SN Incident Prod Sends Data To Depends on Platform Host Platform Apps References References References Automated Incident Reporting Depends on Manage Technical Design Consume<br>
Monitorin/Event Administration Business Capability (1.1)
IT Service and Operations Mgmt Business Application
LogicMonitor Incident Resolution Application Service
LogicMonitor Technical Services
Monitoring Services Contains Provided By Consumes Business Application
SN Event Mgmt Application Service
SN Event Mgmt API Reference IT Services Service Portfolio
IT Service and Operations Mgmt Business Application
SN Platform Business Application
SN Incident Consumes Application Service
SN Incident Prod Sends Data To Depends on Platform Host Platform Apps References References References Automated Incident Reporting Depends on Manage Technical Design Consume<br>
38
CSDM Lexicon for Dynamic CI Groups and Tech Service Offering<br>
39
Tech Service Offering
Linux Admin Hosting/Compute Services
Technical Service REF Contains Tech Services and Offering using Dynamic CI Groups Tech Service Offering
Windows Admin CI
Windows Server Support and Approval Groups Windows Server CMDBrecords CI
Linux Server Linux Server CMDB records CMDB Group Dynamic CI GroupUK Servers Dynamic CI GroupExchange Servers Contains CMDB Query
Or Encoded Query Support and Approval Groups CMDB Group CMDB Query
Or Encoded Query REF Manage Technical<br>
Linux Admin Hosting/Compute Services
Technical Service REF Contains Tech Services and Offering using Dynamic CI Groups Tech Service Offering
Windows Admin CI
Windows Server Support and Approval Groups Windows Server CMDBrecords CI
Linux Server Linux Server CMDB records CMDB Group Dynamic CI GroupUK Servers Dynamic CI GroupExchange Servers Contains CMDB Query
Or Encoded Query Support and Approval Groups CMDB Group CMDB Query
Or Encoded Query REF Manage Technical<br>
40
Application Service
SAP Prod Application Service
MS Exchange 2016 Prod Business Application
MS Active Directory Infrastructure
Server123 Depends on Application Service
SN Prod Runs On Application Service
Box Prod Sends data to Application
ADFS@server123 Consumes Tech Service Offering
Windows Administration Technology Service
Identity Mgmt Technology Service
Hosting Services Application Service
Active Directory 2018 Prod Contains Application
DS1@server456 Sends data to Sends data to Infrastructure
Server456 Runs On Application
WebProxy@serverabc Infrastructure
Serverabc Runs On Application
Azure AD-Connect@server789 Infrastructure
Server789 Runs On Application Service
Azure Active Directory Contains Business Application
NetIQ eDirectory Business Application
OpenLDAP Shared Technical Service Example Business Capability (1.1)
Directory Service Management Tech Service Offering
Active Directory Administration Support SLA Manage Technical Design Consume *Business Service Offerings and Business Services that depend on the Application Services may not be depicted in this diagram Service Offering
Box Depends on Bus Service
File Sharing Ref<br>
SAP Prod Application Service
MS Exchange 2016 Prod Business Application
MS Active Directory Infrastructure
Server123 Depends on Application Service
SN Prod Runs On Application Service
Box Prod Sends data to Application
ADFS@server123 Consumes Tech Service Offering
Windows Administration Technology Service
Identity Mgmt Technology Service
Hosting Services Application Service
Active Directory 2018 Prod Contains Application
DS1@server456 Sends data to Sends data to Infrastructure
Server456 Runs On Application
WebProxy@serverabc Infrastructure
Serverabc Runs On Application
Azure AD-Connect@server789 Infrastructure
Server789 Runs On Application Service
Azure Active Directory Contains Business Application
NetIQ eDirectory Business Application
OpenLDAP Shared Technical Service Example Business Capability (1.1)
Directory Service Management Tech Service Offering
Active Directory Administration Support SLA Manage Technical Design Consume *Business Service Offerings and Business Services that depend on the Application Services may not be depicted in this diagram Service Offering
Box Depends on Bus Service
File Sharing Ref<br>
41
Microservices: stand – alone API (shared) Application Service
Phone Ordering Application Service
Order Management Business Capability (1.1)
Finance Business Application
Tax calculation CIs
Server123 Application
Tax Calc Java Application Service
Tax Calc 2021 Prod Technical Service
API Services Business Application
Currency Conversion Application Service
Services Management Product Model
Tax Calc 2021 Contains Technical Service Offering
Tax Calc Admin Americas Provided By Consumes Service Mapping Reference Contains Tech Service Offering
DevOps Engineering Tech Service Application Mgmt Services Reference *Business Service Offerings and Business Services that depend on the Application Services not depicted in this diagram<br>
Phone Ordering Application Service
Order Management Business Capability (1.1)
Finance Business Application
Tax calculation CIs
Server123 Application
Tax Calc Java Application Service
Tax Calc 2021 Prod Technical Service
API Services Business Application
Currency Conversion Application Service
Services Management Product Model
Tax Calc 2021 Contains Technical Service Offering
Tax Calc Admin Americas Provided By Consumes Service Mapping Reference Contains Tech Service Offering
DevOps Engineering Tech Service Application Mgmt Services Reference *Business Service Offerings and Business Services that depend on the Application Services not depicted in this diagram<br>
42
Microservices: Element of a larger Application (Fly) Business Capability (1.1)
Sales Business Application
Online Sales Management CI
Server123 Consumes Application Service
Tax Calc 2021 Prod Application Service
Online Order Prod Business Application
Phone Order Management Application Service
Customer Manager Product Model
Tax Calc 2021 Application Service
Currency Conv v3 CI
Server456 Business Service Online Sales Offering
Online Ordering PortfolioSales Product Model
Currency Convosoft v3 Tech Service Offering
AWS Windows Administration Technology Services Cloud Hosting Dynamic CI Group
Query: AWS Windows Server Depends On Reference Reference Reference Reference Contains Tech Service Offering
Site Reliability Engineering Technical Service
Site Reliability Services Contains Contains<br>
Sales Business Application
Online Sales Management CI
Server123 Consumes Application Service
Tax Calc 2021 Prod Application Service
Online Order Prod Business Application
Phone Order Management Application Service
Customer Manager Product Model
Tax Calc 2021 Application Service
Currency Conv v3 CI
Server456 Business Service Online Sales Offering
Online Ordering PortfolioSales Product Model
Currency Convosoft v3 Tech Service Offering
AWS Windows Administration Technology Services Cloud Hosting Dynamic CI Group
Query: AWS Windows Server Depends On Reference Reference Reference Reference Contains Tech Service Offering
Site Reliability Engineering Technical Service
Site Reliability Services Contains Contains<br>
43
Business Services Client, Printer, Conference Rooms, Desktop Software<br>
44
Business ServiceClient Computing Service Portfolio
Office Productivity Service OfferingGoogle Chrome Service OfferingAdobe Acrobat Service OfferingMicrosoft Office Reference CI
User’s Computer Used on the Incident Record Service Offering CI End User Desktop and SaaS Software (Fly) Business ServiceEmployee Mgmt Services *Service OfferingWorkday Reference Service Portfolio
Human Capital Business ServiceTravel and Expense Mgmt *Service OfferingConcur Service Portfolio
Finance * Manage Technical Design Consume Foundation Service OfferingSlack Business ServiceDirect Messaging Services Service PortfolioCommunication Reference Reference Service OfferingTeams<br>
Office Productivity Service OfferingGoogle Chrome Service OfferingAdobe Acrobat Service OfferingMicrosoft Office Reference CI
User’s Computer Used on the Incident Record Service Offering CI End User Desktop and SaaS Software (Fly) Business ServiceEmployee Mgmt Services *Service OfferingWorkday Reference Service Portfolio
Human Capital Business ServiceTravel and Expense Mgmt *Service OfferingConcur Service Portfolio
Finance * Manage Technical Design Consume Foundation Service OfferingSlack Business ServiceDirect Messaging Services Service PortfolioCommunication Reference Reference Service OfferingTeams<br>
45
Business ServicePrint and Copy Services Service Portfolio
Documentation Service OfferingManaged Copiers Service OfferingStd Laser Printers Service OfferingExecutive Desktop Printers Reference CI
Printer Name Used on the Incident Record Service Offering CI Printers/Copiers * Manage Technical Design Consume Foundation Tech Service OfferingPrint Server Admin Tech ServicePrint Management Services Application Service
Print Server Reference Depends On Depends On Contains Business Application
HP Print Mgmt Admin Consumes<br>
Documentation Service OfferingManaged Copiers Service OfferingStd Laser Printers Service OfferingExecutive Desktop Printers Reference CI
Printer Name Used on the Incident Record Service Offering CI Printers/Copiers * Manage Technical Design Consume Foundation Tech Service OfferingPrint Server Admin Tech ServicePrint Management Services Application Service
Print Server Reference Depends On Depends On Contains Business Application
HP Print Mgmt Admin Consumes<br>
46
Business Capability (1.1)
ManageCommunication and Collaboration Bus Service Conferencing Services Service Portfolio
Collaboration Bus Service OfferingConference Room Telco Bus Service Offering
Conference Room Location 1 Bus Service Offering
Board Room Executive Support and Approval Groups by location Different SLA’s Vendor Supported Conference Room (Fly) Bus Service
VOIP Services Bus Service OfferingConference Phone Facility Supported Provided by Service Portfolio
Facility Business Capability (1.1)
ManageFacility Bus Service Offering
WebEx Application Service
WebEx Tech Service Offering
WebEx Administration Tech Service
Application Mgmt Services References References References Contains Depends on<br>
ManageCommunication and Collaboration Bus Service Conferencing Services Service Portfolio
Collaboration Bus Service OfferingConference Room Telco Bus Service Offering
Conference Room Location 1 Bus Service Offering
Board Room Executive Support and Approval Groups by location Different SLA’s Vendor Supported Conference Room (Fly) Bus Service
VOIP Services Bus Service OfferingConference Phone Facility Supported Provided by Service Portfolio
Facility Business Capability (1.1)
ManageFacility Bus Service Offering
WebEx Application Service
WebEx Tech Service Offering
WebEx Administration Tech Service
Application Mgmt Services References References References Contains Depends on<br>
47
Client Compute Hardware (Run)<br>
48
Application Service Adobe Acrobat Microsoft Office Print and Copy Services IP Phones Outlook Mobile Phone Windows Laptop Managed Copier Desktop Printer What is needed for Day 1 ITSM Operations? Determine the services provided do not rely on an Application Service.
Make a list of the various desktop software, like Microsoft Office, Adobe products that are offered to the business. These are individual offerings
What other types of services are used? Printing, Communication? Conference Rooms?
A list of Application Services to represent the production Enterprise Applications used in your environment. HR Desktop Printers Communication Services Desktop Software Services Low Maturity? No CMDB? Desktop Hardware Services Mac Laptop Google Chrome Services Service Offerings<br>
Make a list of the various desktop software, like Microsoft Office, Adobe products that are offered to the business. These are individual offerings
What other types of services are used? Printing, Communication? Conference Rooms?
A list of Application Services to represent the production Enterprise Applications used in your environment. HR Desktop Printers Communication Services Desktop Software Services Low Maturity? No CMDB? Desktop Hardware Services Mac Laptop Google Chrome Services Service Offerings<br>
49
Service Portfolios - aggregated Service reporting and monitoring<br>
50
Connecting Services to underlying CI’s Use in Slide Show mode - Interactive<br>
51
Technical ServiceMonitoring Services Application ServiceLogicMonitor Contains Depends on Bus Service
Monitoring Service Service Offering
Network Monitoring Account: Client Name What is being monitored? Server 01 Install Base Items Tech Service OfferingLogicMonitor Admin References CI Server 1 Depends on Viewable to each client, only see their items based on company name found on the asset or ci record MSP – CSDM with CSM and ITSM Service ModelServer Monitoring Reference MSP: Your company Manages Manages AssetsServer 1 Reference w/ purchase of SPM Service Offering
Server Monitoring References Ref Customer Engagement Service Management<br>
Monitoring Service Service Offering
Network Monitoring Account: Client Name What is being monitored? Server 01 Install Base Items Tech Service OfferingLogicMonitor Admin References CI Server 1 Depends on Viewable to each client, only see their items based on company name found on the asset or ci record MSP – CSDM with CSM and ITSM Service ModelServer Monitoring Reference MSP: Your company Manages Manages AssetsServer 1 Reference w/ purchase of SPM Service Offering
Server Monitoring References Ref Customer Engagement Service Management<br>
52
Application Mgmt Service Uber App Prod Contains Depends on Pickup Services Large Car Small Car Account: Client #1 Uber App Administration Ref Configuration items Uber App Consumes CSDM with CSM and ITSM Data here related to CSDM Human generated data SN Customer Service Management SN IT Service Management<br>