Understanding the Common Service Data Model (CSDM) in ServiceNow
The Common Service Data Model (CSDM) serves as a unified framework that helps organizations manage and illustrate their services and related data…
A global leader in food production and distribution, this company specializes in delivering high-quality products to consumers and businesses worldwide. Renowned for their commitment to innovation and excellence, they continuously seek to enhance their operations and maintain industry leadership.
This leading enterprise was at a breaking point. Despite holding licenses for the full ServiceNow platform, they were leveraging only 15% of its capabilities. Frustrated with their poor initial implementation, they were on the brink of replacing ServiceNow with another tool. They turned to Beyond20 for a comprehensive ServiceNow Platform Assessment to develop a scalable IT platform, integrate ITIL best practices, and leverage automation for greater efficiency.
Beyond20 stepped in to help them understand the untapped potential of ServiceNow. Following the assessment, we partnered with the company to standardize internal service delivery and improve user interactions, aiming to enhance analytics for better decision-making. Our journey involved comprehensive preparations, including pre-UAT training, knowledge transfers, and regular alignment sessions through weekly Scrum meetings. End-user training and quick reference guides empowered their team every step of the way. As a result, they transitioned from wanting to rip and replace the system to fully embracing it, experiencing a complete transformation with enhanced automation and efficiency across the enterprise.
The more information the better: Everyone should have the resources they need to make informed, data-driven decisions.
Following an initial ServiceNow platform assessment, we embarked on a comprehensive re-implementation journey. This partnership began with a series of more than a dozen workshops designed to gather essential requirements and user stories, laying the foundation for a tailored, properly-optimized ServiceNow system.
Incident Management was a primary focus, where Beyond20 configured baseline incident settings, including forms, fields, workflows, SLAs, and notifications. They introduced incident templates, a service operations workspace, a customer satisfaction survey, and a walk-up experience to streamline and enhance incident handling.
In the realm of Change Management, Beyond20 meticulously configured core capabilities, including forms, fields, lists, and notifications. They set up properties, a state model, a change calendar, a collision detector, and standard change roles. The configuration also encompassed three change types: emergency, normal, and standard, along with the creation of change templates.
Problem Management saw the establishment of baseline configurations for forms, fields, workflows, and notifications, as well as the creation of a known error database.
For Knowledge Management, Beyond20 implemented a baseline configuration and developed both an internal IT knowledge base and an external employee-facing knowledge base. They established workflows for article publishing and retirement and facilitated the migration and mapping of knowledge articles.
In Service Level Management, Beyond20 configured four SLAs, ensuring the company’s service delivery met high standards.
The Service Catalog/Service Requests implementation included configuring a self-service portal, establishing baseline configurations for service requests, setting up the catalog structure and categories, and configuring fifteen catalog items with complex workflows. They also implemented a request survey.
Beyond20 developed a comprehensive Self-Service Portal, enhancing user access and experience.
Asset Management was streamlined through the configuration of five asset catalog items, stock room rules, notifications, asset workflows, lifecycles, and asset bundles.
Two dashboards and ten reports were created to provide the company with crucial insights and data visualization. Integration was another critical component, connecting ServiceNow with Azure AD, Amazon Connect, MS Teams, SCCM via Service Graph Connector, JAMF with Service Graph Connector, and e-bonding with technology service partners. User acceptance testing was then conducted to ensure system efficacy, followed by extensive end-user and systems administrator training, complete with the creation of quick reference guides.
Lastly, the Configuration Management Database (CMDB) was meticulously set up. Beyond20 configured MID servers, CMDB settings, credentials, and network ranges. They also focused on the remediation of discovery errors using a teach-to-fish methodology, ultimately achieving 90% of the expected CI counts for core discoverable classes, including servers, running applications, network gear, and IP-addressed equipment on the discovered networks.
Through this comprehensive engagement, Beyond20 guided the company toward a seamless and effective ServiceNow re-implementation, laying the groundwork for enhanced operational efficiency and strategic growth.
The team at this company was thrilled with the transformative work done by Beyond20. The go-live was a resounding success, with minimal issues that were swiftly addressed and logged as defects. Beyond20 managed these defects efficiently before transitioning responsibilities to the newly trained administrators at the company.
The measurable outcomes from this engagement were significant:
This company not only navigated their challenges but emerged stronger and more efficient, ready to continue their journey of growth and innovation.
