Configuration Management Database Alignment with ServiceNow CSDM

An established enterprise medical device company recognized inefficiencies in their Configuration Management Database (CMDB) and sought a structured approach to aligning it with ServiceNow’s Common Service Data Model (CSDM).

Context and Challenge

Their primary challenges included:

• Data inconsistency and governance gaps: CMDB lacked structured relationships, leading to inefficiencies in service mapping.
• Lack of in-house expertise: The organization needed a CSDM expert to provide guidance and ensure proper implementation.
• Need for an automated and structured provisioning process: Service mapping and auto-discovery processes were inefficient.

Solution

The engagement resulted in the following key solutions:

Business Application Relationships

• Defined 15 business applications and mapped them to their respective services and offerings within ServiceNow.

CSDM Diagram for Business Applications

• Created CSDM-compliant visual representations for all 15 business applications, enhancing clarity in IT and business service relationships.

CMDB Alignment

• Mapped the 15 business applications within ServiceNow CMDB, ensuring proper alignment with the CSDM framework.

Digital Portfolio Management (DPM) Configuration :

• Configured DPM workspace to manage and oversee CSDM-related services, enabling streamlined portfolio management across IT services.

High-Impact Outcomes :

Unified CMDB Structure

• CSDM provided a standardized framework for service and component modeling, ensuring a consistent view of IT services across the enterprise.

Enhanced Application Portfolio Management (APM)

• The structured CMDB facilitated better mapping, categorization, and analysis of applications, improving strategic IT alignment.

Integrated Service Management Framework

• With a common structure across APM, DPM, and Service Portfolio Management (SPM), the medical device company gained a centralized view of its IT assets, enabling:
  • Better decision-making
  • More effective service performance monitoring
  • Automated IT workflows for increased efficiency

Conclusion

This case study highlights how one established enterprise medical device company transformed their CMDB governance and service mapping through a structured CSDM implementation. By leveraging ServiceNow’s CSDM framework, automating CI discovery, and enhancing governance models, the company now benefits from an optimized, standardized, and scalable IT service structure.

Strategic Takeaways

• Better governance: Defined roles and ownership for CMDB data.
• Improved IT efficiency: Automated AWS and ServiceNow provisioning.
• Increased service visibility: Centralized IT service and application relationships.
• Scalable service management: Strong alignment with Incident, Problem, and Change Management workflows.