Service Now: Common Service Data Model (CSDM) and configuration strategies

Case Study | Service Now

Service Now: Common Service Data Model (CSDM) and configuration strategies


Spearhead Technology leveraged its standing partnership with ServiceNow to create Common Service Data Model (CSDM) data models and multiple configuration strategies for an ITSM Client. As most ServiceNow products relied on the data in the CSDM framework, scalable solutions were used to tie up the technical and business aspects of different services used by the Client. Resultantly, the CMDB led by CSDM best practices provided better visibility to the organization’s IT infrastructure and database services. With an improved data environment, service level reporting, and new configuration strategies, the Client could optimize its CMDB for easy use and maintenance.

ServiceNow CSDM 3.0 for CMDB- Related Challenges

The routine problems attached to CMDB data modeling structures used by the Client delayed incident resolutions and the absorption of change impacts. The CMDB team was struggling with scattered services and application data belonging to different domains. Even with single-view, consolidated data, they were finding it difficult to bridge the gaps between IT and business strategies.

The primary challenges faced in the process included:

  • Lack of customization to classify CIs and overcome the challenges of existing CMDB data.
  • Negligible architecture alignment and formally defined services.
  • Multiple data silos that impacted data ownership and stakeholder collaboration negatively.
  • Lack of IT Infrastructure Library Service Management principles.
  • Inaccuracies and inefficiencies in CMDB that led to poor visibility and high risks for core ITSM processes.

A Common Service Data Model framework supported by accurate mappings and organized relationships was needed to improve configurations and the alignment of services and CIs. The technology in use required proper roadmaps to support the growth and capabilities of the organization.

ServiceNow CSDM Best Practices

The Client wanted to integrate data models supported by references, tables and relationships. This was possible with the best practices of ServiceNow CSDM 3.0 provided by Spearhead. Dedicated CSDM specialists worked closely with the Client’s CMDB teams to organize databases and link them to the organizational context. They approached CSDM methodologies in a phased manner by aligning them with ServiceNow’s steps of Crawl, Walk, Run and Fly.

ServiceNow Common Service Data Model (CSDM) Solution

After seamless integration by Spearhead data specialists, ServiceNow CSDM 3.0 optimized the CMDB for easier utilization and long-term maintenance. Instant mapping of initial business outcomes was made possible through direct linking of business perspectives to the technology foundation used by the Client.  Business applications, technical services, business capabilities and the service portfolio were linked in a clear-cut manner to the core tables of the CMDB.

The entire process of including ServiceNow CSDM functions gave away with the need for custom tables that could break down during upgrades. This, in turn, led to standardized data processes and CMDB optimization for robust and scalable long-term data maintenance.


Unified ServiceNow CSDM data models resulted in:

  • Similar data types to connect internal technical services and customer-facing services via a trustworthy CMDB base table.
  • Connected upstream and downstream CSDM framework for deeper insights, optimized workflows, faster resolutions, and better decision-making powers.
  • Higher quality of data output for improved IT and business partnerships, visibility of services, customer experiences and business processes.


The Client adopted ServiceNow CSDM 3.0 with the knowledge that it would impact all current and future ServiceNow products using the CMDB. Common service definitions to standardize the product portfolio promoted further agility and innovation for the organization. Spearhead Technology facilitated successful integration of CSDM to guarantee easier upgrades, more accurate reporting, reduced overheads and transparent service costs.