This workshop was developed and delivered by ITCE, in their capacity of an official Premier ServiceNow Implementation Partner. All rights to ServiceNow products, trademarks, and official materials are reserved by ServiceNow, Inc. All rights to ITCE product assets are reserved by ITCE Ltd.
Equipping teams with the skills to adopt ServiceNow effectively in their work environment.
This 2-day immersive workshop addresses various roles involved in the design and operation of ServiceNow CSDM and processes. The workshop will provide a deep dive into the link between ServiceNow CMDB/CSDM, ITIL, and TBM. Professionals with diverse backgrounds will acquire a common terminological language and be able to work towards a shared goal. Throughout the workshop, we will answer the key question “why should we do that?” in multiple contexts, to allow a broader picture of the dependencies between processes, data, and tools.
The core of the practitioner workshops is in its hands-on approach, which leads to immediate and practical results for the teams who take part in it. You can expect:
Learning outcomes from the workshop
After completing this practitioner workshop, participants will be able to:
– Learn CSDM 5 concepts and their practical impact.
– Use TBM Taxonomy in ServiceNow CMDB/CSDM implementations.
– Design CSDM aligned solutions for ServiceNow, including:
1. proper Service Instance definition and configuration in multiple contexts (standalone applications, cloud, dynamic ci groups, etc.)
2. comprehensive Technical Service Offering
3. TBM aligned Business Service Offerings
4. Lifecycle of Services
– Understand the options and limitations in implementing ITIL processes from platform and organizational perspective.
What you’ll learn
- Setting the common terminology language
- Understanding frameworks and their interdependency
- Best practices in designing and operating ServiceNow CSDM/CMDB
- How is ServiceNow CMDB linked to software development, asset management
- Best practices on CMDB population and maintaining up to date information
- Labs for Incident and Change Enablement with and without CSDM
- Hands on CSDM Service Design activities
Agenda
Day 1:
- Setting the common language
TBM – using the right elements
– Outline of TBM Taxonomy
– Focus on Technology Resource Towers and Technology Solutions Layer
ITIL – using the right practices
– core ITIL practices
CSDM – using the right data model
– Can we work without CSDM?
– Why do we need CSDM?
- Combining it together
TBM Taxonomy
– How is it used in CSDM modeling?
Hands-on: Define Offering with the help of TBM
- ServiceNow with and without CSDM
– What is the difference?
– How is ITIL complemented by CSDM?
Hands-on: “Incident and Change” game
Day 2:
- CSDM Domain Walk
– Ideation and Strategy
– Design and Planning
– Service Delivery
– Service Consumption
– Build and Integration
– Foundation
Hands-on: Define CSDM enabled data model
- CMDB/CSDM and Software development
- CMDB/CSDM and Asset management
- CMDB/CSDM Discovery sources
– When to add a new source
– How to maintain data consistency
- Service Mapping
– Types of Service maps
– Service Maps in the CSDM context
– Service Maps in process context
- How to manage the quality of the information
– Utilizing ServiceNow workflows
– Governance
- Maintain Data Quality
- Add/Update/Retire CSDM Elements
Hands-on: Explore Incident/Change models with CSDM
- Wrap Up
– ServiceNow solutions utilizing CSDM structured data
Instructors
Martin Iozev
Senior ITOM & CSDM Consultant
Martin Iozev has over 25 years of experience in telecom and IT service management. He spent 10 years at Cisco, working in telecommunications, computer networks, and implementation projects.
Martin Iozev
Martin Iozev has over 25 years of experience in telecom and IT service management. He spent 10 years at Cisco, working in telecommunications, computer networks, and implementation projects.
For the past 10+ years, he has focused on ServiceNow and IT Operations Management (ITOM), with deep expertise in the Common Service Data Model (CSDM). His work includes service mapping, discovery, CMDB design, and alignment with ITSM frameworks.
He has led ITOM initiatives for clients such as ProCredit Bank, Raiffeisenbank, KBC, Coca-Cola HBC, Hellenic Bank, and pharmaceutical companies. His contributions include structuring CSDM-compliant environments, improving infrastructure visibility, and supporting ITSM and ITOM use cases.
Martin holds certifications in ITIL® v4, ServiceNow, and AWS.
Your Certification Journey Awaits!
Our workshop helps participants build a solid understanding of CMDB and CSDM concepts, aligning closely with the focus areas of the ServiceNow Data Foundations (CMDB and CSDM) Beta Exam – Mainline Blueprint. While not a certification prep course, it significantly enhances readiness by strengthening foundational knowledge and practical application.
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
We create custom training sequences for your unique ServiceNow environment.
Scope and customization opportunities?
As the CSDM Practitioner Training is designed for closed groups with the purpose of working on specific real-time projects, the following scope and customization opportunities remain:
- Topics can be added on or removed based on the current state and context of the client’s initiatives and teams.
- The training sequence can be planned and executed for multiple teams within the company, allowing progress and development of more complex and scaled projects.
- Additional training and consulting services can be arranged as a follow-up
What does a blended approach mean?
The blended approach refers to dedicated time in instructor-led sessions and dedicated time in self-preparation, outside of the classroom.
In the case of this training sequence, the dedicated time for instructor-led training is about 30 hours, and the dedicated time for self-preparation is equal to 20 hours at minimum.
What context is it suitable for?
The CSDM Practitioner Training is a great solution in the following cases:
Are there any prerequisites for the training?
There are no knowledge and/or skill prerequisites for the training. The only mandatory pre-requisite is logistical: for a minimum number of 8 participants per sequence.