Service NOW CSDM and Product Models 1.pptx

CSDM

1. CMDB,CSDM and Product Models Foundational Data Usage across the ServiceNow platform Asset : 0003633 Mary Vanatta

2. Speaker introduction Experience: 9 years in ServiceNow ecosystem Expertise: Configuration Management, ITOM Location: USA – Wichita, KS Contact: [email protected] Name: Mary Vanatta Title: Principal Portfolio Manager - ITOM Function: Leading Practices – Now Create Company: ServiceNow

3. A product model is a specific version or configuration of a product. Defines whether a product is tracked as an asset, a CI or both . The product model is captured on the  configuration or asset record and is maintained in the Product catalog.

4. Disclaimer: Some of the capabilities depend on whether APM or SAM, SAM Pro is licensed. Some capabilities like Manage the Technology features and TPM are not available without a license.

5. Common Service Data Model Business Consumer Business Capability Business Application Information Object Enterprise Architect Application Owner Business Relationship Manager Customer Service Manager DESIGN Request Catalog Item Business Service Offering Business Service Service Portfolio Locations Business Process Process Owner Contract Manager Product Owner Data Steward Company Business Unit Department Contracts Products (Models) CMDB Group Locations Locations Groups Users Life Cycle Configuration Items Request Catalog Item Technical Service Application Service Dynamic CI Group Technical Service Offering Technical Service Offering Application Server IoT Network Gear Technical Consumer Technology Service Owner (Infrastructure) Technology Service Owner (Delivery) Application Service Owner (Delivery) MANAGE TECHNICAL SERVICES Technical Service Technical Service Technical Service Offering Service Owner MANAGE PORTFOLIO SELL / CONSUME BUILD SDLC Component SDLC Component SDLC Component Teams FOUNDATION Domains Foundation Design Build Manage Technical Services Sell / Consume Key Data in the platform and foundational to success

6. Product Model Uses Microsoft SQL 2012 Oracle Database 19c Hardware model Hardware Asset Mgmt Software Asset Mgmt CMDB CMDB Application Lifecycle Technology Lifecycle Customer Service Mgmt Application Portfolio Mgmt Technology Portfolio Mgmt IBM ThinkPad Cisco 3600 Asset managers use the Product Catalog as a centralized repository for model information Product Model Catalog Product Models Service Operations Application Model Software Model

7. Product Models and CSDM Product Models: Specific versions or configurations of products used for managing and tracking through various ServiceNow platform applications Ideation Operational End of Life Design SDLC Component Product Model: Application Model & Software Model Life Cycle Build Application Service Business Application Services Strategic Portfolio Mgmt DevOps Service Operations Asset Product Asset and Product Mgmt Agile Demand

8. Model Data Hierarchy Virtual Servers or Workstations/VDIs are not assets Product Models Software Model [cmdb_software_product_model] Hardware Model [cmdb_hardware_product_model] Consumable Model [cmdb_consumable_product_model] Service Model cmdb_service_product_model Application Model [cmdb_application_product_model] Windows Server Model Category PowerEdge R940xa  Model CI Only Dell PowerEdge T140 Model Dal-Win-File01 Asset and CI DC1-Win-App01 Contract Model cmdb_contract_product_model Facility Model [cmdb_facility_product_model] Model Categories

9. Every CI and Asset should reference a Product Model Product Model cmdb_model Software Model cmdb_software_product_model Contract Model cmdb_contract_product_model Facility Model cmdb_facility_product_model Hardware Model cmdb_hardware_product_model Consumable Model cmdb_consumable_product_model Service Model cmdb_service_product_model Application Model cmdb_application_product_model Table Hierarchy Types: Physical, Logical, Documents Sources: Vendor, Internal teams Supports recursive design / use: assemblies, sub-assemblies and so on Product Owner & Team: Foundational in “Product Centric IT” Critical for Lifecycle Management: From Idea to Digital Product and Service Logical Product Models: Business Services Technical Services Service Offerings Application Services Business Applications San Diego+ : Automatically creates Product Models for Logical CI’s and reference them. Customers who migrating to a product-centric management get head start on transition for Logical CI types, don’t have to create them manually

10. Product Model Management Record Use Cases Hardware Asset Service Catalog Software Asset Configuration Management Catalog item relationships   End of Life Customer Service Management Asset-CI Synchronization Application and Technology Portfolio Role required: model_manager or admin Used across the platform, we must assure the models are accurate, normalized and populating the CIs and synchronizing with the asset hardware models. Shows list of CIs that use this model. Relates to Model ID on CI record Synchronize with Asset Management

11. Model Category Creation Navigate to Product Catalog > Product Model > Model Categories CMDB CI Class Models store app adds class models that extend the CMDB class hierarchy Creates the CI and the Asset at the same time

12. Automated Model Creation ServiceNow Discovery Datacenter discovery MID Server Obtain Models of Hardware and Software Populate CIs with the Model ID CMDB ASSET SCCM Service Graph or Agent Client Collector Desktop environments Data Normalization MID Server Obtain Models of Hardware and Software

13. Product Model Management Lifecycle Stages and Status Foundational Data Domain Build In Use Design Operational Retired Sold End of Life Software Model [cmdb_software_product_model] Hardware Model [cmdb_hardware_product_model] Application Model [cmdb_application_product_model] The Product Model is often the “Model ID” attribute on the CI Record. Ideation Under Evaluation Pilot Strategic Portfolio Mgmt Product Catalog Digital Product Mgmt Contract Model cmdb_contract_product_model

14. Product Model Usage Across the Platform - CSDM

15. Application Portfolio Management

16. Business Application Record - Upgraded Instance [cmdb_ci_business_app] table Relationships Product Model Upgraded from a pre-Kingston instance Points to the model management record Instances upgraded from Pre-Kingston uses the Software Model Table attribute Re-configure these instances to remove the “Software Model” attribute and add the Model ID attribute The model attribute will need to be populated with the product model “Application Model”

17. Business Application Record [cmdb_ci_business_app] table Application Product Model *Click to gather Software models Application Service models and Hardware for TPM Manage the TRM technical debts that are created for the products that aren’t aligned with the TRM phases and standards. Auto-created in Vancouver (see next slide) *Requires activativation of Software Asset Management Professional ( com.snc.samp ) plugin.

18. Application Model – Auto-created in Vancouver Application Product models have multiple use cases including Agile and is incredibly important as part of a Digital Product. 

19. DevOps

20. DevOps Change Workspace CSDM Data Create an Application, tied to an Application Product Model to track DevOps Configurations and Changes When creating a new application in DevOps, it automatically creates a record in the Application Product Model table. Product Model – CSDM Create the Application Product Model Chose existing Application Product Model Created when populating the Business Application Record or directly from DevOps

21. Technology Portfolio Management

22. Software Model Technology Portfolio Management Software Model Software Model Hardware Model CSDM Data SAP S/4HANA SAP S/4HANA 2021 SUSE Linux Enterprise Server 15 SAP S/4HANA ERP Prod SUSE Linux Enterprise Server 12 vSphere Virtual Server ESX v8 Used for Technology Portfolio Management Using TPM depends on SAM plugins  to view the Product Classification, without the plugin it is not available in the TPM timeline view.  Business Application Application Service SAP S/4HANA ERP Prod - JAPAN SAP S/4HANA 2020 Managing Tech Debt

23. Agile Development

24. Product Product Model Points to the cmdb_model.list Model Category = Software

25. IT Operations Management

26. Application Service – Add Software Model Use the software model ID as to indicate the version of the software that has been deployed

27. Asset Management Hardware and Software Asset Management

28. Hardware Asset Record Product Model Record contains same model – Auto synchronization Synchronized based on the “Asset Strategy” of the Hardware model record

29. Software Asset Models Product Model

30. Software Model Record

31. Software Entitlement Product Model

32. Configuration Management [ CMDB]

33. Relating the Application Service to the Software Model You can use Technology Portfolio Management even if you do not have Software Asset Management (SAM) installed. A preconfigured Software Product Model table is available to all TPM users. You can create a list of all software models that your organization uses either manually or import from existing database or source. This is not a CMDB relationship that is viewable in a service map. Application Services could have multiple production deployments using different versions. Use By: IT Operations Mgmt IT Service Mgmt Used by: Technology Portfolio Mgmt Software Asset Mgmt

34. Add Application Service Software Model Related List Add the related list to the Software Model to view all the Application Services related to a specific software model. This becomes more automated with SAM Pro activated

35. Application Service Software Model Business applications have multiple instances such as development, QA, and production. Application Services represent the various deployments of that business application. Application Services must be associated with software models to know the risk of the application services. When adding the Application Service Software Model as a related list on the Software Model, then you can see what deployed instances(Application Services) are related to a specific software model. Use case: Software model is reaching end of life. This will inform you of what Application Services are deployed using that specific version and would require an upgrade. (Think this is the Software model of the Application Service, not to be confused with Application Model). Hence application services must be associated with software models (to the respective full versions) to know the risk of the application service. Indicates manual creation

36. CMDB – Configuration Item Record - Hardware Product Model Discoverable with Discovery, Agent Client Collector and Service Graph Connectors Product Model is discovered and populates the Product Model table for use across the platform CMDB Encoded Queries or Query builder queries form CMDB Groups used on the Dynamic CI record helps populate all CIs with the same grouped information regarding Support Groups Location is populated from the Discovery Schedule The hardware model is used within Technology Portfolio, Hardware Asset, Product and Service Catalog and Configuration Management

37. Customer Service Management

38. Install Base Item Contains Model ID for a Hardware Model Product Model

39. Sold Products Record Product Model

40. Product and Service Catalog Management

41. Software Product Models [cmdb_software_product_model] table Manufacturer + Name = Model ID for use in CMDB and Service Catalog CSDM related Lifecycle Stage and Status Software Models are auto-populated by Discovery Creates software licenses, suites, upgrades and downgrades for use in Software Asset Management Use CSDM related Lifecycle Stage and Status – Technology Portfolio Mgmt Manufacturer + Name = Model ID for use in CMDB and CSDM related tables Will create an asset in the Software Asset Table Track Software License information See how this is used in the Service Catalog Software Catalog Item Record

42. Service Catalog Item Population – Software Example ( pc_Software_cat_item ) table Navigate: Product Catalog item>New Select Class> Hardware Catalog item Software Catalog item The Product Catalog builds on the Service Catalog. Product catalog specifies the product models that are available for use. Product-specific attributes are captured in each catalog item. You can create product models for each type of products in your portfolio. Catalog item Product Model

43. Hardware Product Models [cmdb_hardware_product_model] table Manufacturer + Name = Model ID for use in CMDB and Service Catalog CSDM related Lifecycle Stage and Status Hardware Models are auto-populated by Discovery Creates hardware assets for Hardware Asset Management Use CSDM related Lifecycle Stage and Status – Technology Portfolio Mgmt Manufacturer + Name = Model ID for use in CMDB and CSDM related tables Will create an asset in the Hardware Asset Table

44. Service Catalog Item Population – Hardware Example ( pc_hardware_cat_item ) table Navigate: Product Catalog item>New Select Class> Hardware Catalog item Software Catalog item Populate: Name – What the user selects Catalog – Service ( if user facing) Software Category Vendor – User non-viewable Model – User non-viewable Description – User viewable Connects the Hardware Model for use in Asset Management to the catalog item (how many have been ordered?) Catalog item Product Model

45. *Service Offerings - Service Catalog Items Navigate: Using Service Builder add/update an offerings and their information. Populate: Operations tab Add the Catalog items – there could be more than one version available per offering Add any technical or business offerings this catalog item depends on Add the Application Service that the Catalog item depends on if applicable Product model (Model ID) located this record Product model (Model ID) is on this record Should be same model *Must have the SPM license to connect a Service Offering to a Service Catalog item

46. When to use To provide a Product Owner (the Owner of a Product: Application Model, Software Model, HW Model, etc.) insight into the life cycle and value of their product(s). We are encouraging referencing Models to their appropriate non-discoverable CIs as such: Business Application - Application Model (version agnostic) SDLC Component - Application Model (version agnostic) Business Service/Offering - Service Model Technical Service/Offering - Service Model Application Service - Software Model (version specific, child of Application Model)