TrainingIT service management / ITIL & IT service managementITCE-CSDM5
ITCE-CSDM5CloudTeam course
ServiceNow Common Service Data Model (CSDM) 5.0 for Architects and Consultants
A 2-day hands-on workshop for stakeholders responsible for aligning enterprise architecture with the ServiceNow platform. The workshop provides a deep dive into the link between ServiceNow CMDB/CSDM, ITIL and TBM, and gives participants with diverse roles a common terminological language. The program is built around practical exercises, including designing a CSDM-enabled data model and working with Incident and Change models.
- Duration
- 2 days
- Level
- Intermediate
- Provider
- In-house courses
- Topic
- IT service management / ITIL & IT service management
Course outline
- Setting the common language
- TBM: outline of the taxonomy, Technology Resource Towers and Technology Solutions Layer
- Core ITIL practices
- CSDM: can we work without CSDM and why do we need it
- Using TBM Taxonomy in CSDM modeling
- Hands-on: define an offering with the help of TBM
- ServiceNow with and without CSDM and how CSDM complements ITIL
- Hands-on: Incident and Change game
- CSDM domain walk: Ideation and Strategy, Design and Planning, Service Delivery, Service Consumption, Build and Integration, Foundation
- Hands-on: define a CSDM-enabled data model
- CMDB/CSDM and software development
- CMDB/CSDM and asset management
- CMDB/CSDM discovery sources: when to add a new source and how to maintain data consistency
- Service Mapping: types of service maps, service maps in CSDM and process context
- Managing information quality: ServiceNow workflows, governance, maintaining data quality
- Adding, updating and retiring CSDM elements
- Hands-on: explore Incident/Change models with CSDM
- Wrap-up: ServiceNow solutions utilizing CSDM structured data
Skills you will gain
- Understand CSDM 5 concepts and their practical impact
- Use TBM Taxonomy in ServiceNow CMDB/CSDM implementations
- Define and configure Service Instances in multiple contexts (standalone applications, cloud, dynamic CI groups)
- Design comprehensive Technical Service Offerings
- Design TBM-aligned Business Service Offerings
- Design the lifecycle of services
- Understand the options and limitations of implementing ITIL processes from a platform and organizational perspective
- Apply best practices in designing and operating ServiceNow CSDM/CMDB
- Apply best practices for CMDB population and keeping information up to date
Who should attend
- Product Manager
- Product Owner
- Process Owner
- Enterprise Architect
- Solution Architect
- ServiceNow Business Consultant
- ServiceNow Technical Consultant
- Configuration Manager
- CMDB Manager
- CMDB Administrator
- Platform Owner
- Platform Architect
4310 PLN
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