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ServiceNow CSM & CSDM Overview

The document provides a cheat sheet for ServiceNow Customer Service Management (CSM) and Common Service Data Model (CSDM), outlining core entities such as Account, Contact, and Case, along with their corresponding tables. It describes the product and service model, including concepts like Product, Service, and their offerings, and details the layers of CSDM. Additionally, it lists related automation tools like Business Rules and Flow Designer that enhance functionality within the ServiceNow platform.

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Saravana Kumar
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563 views2 pages

ServiceNow CSM & CSDM Overview

The document provides a cheat sheet for ServiceNow Customer Service Management (CSM) and Common Service Data Model (CSDM), outlining core entities such as Account, Contact, and Case, along with their corresponding tables. It describes the product and service model, including concepts like Product, Service, and their offerings, and details the layers of CSDM. Additionally, it lists related automation tools like Business Rules and Flow Designer that enhance functionality within the ServiceNow platform.

Uploaded by

Saravana Kumar
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

ServiceNow CSM + CSDM Cheat Sheet

1. Core Entities in CSM

- Account: Represents a business customer.


- Contact: Individual under the customer account.
- Case: Customer issue or ticket (sn_customerservice_case).
- Entitlement: Defines what support a customer is eligible for.
- Order & Order Line: Records of customer purchases (customer_order).
- Install Base: Tracks delivered/sold products per customer.
- Sold Product: Installed product tied to a specific customer.

2. Product and Service Model

- Product: What your business sells (product_model).


- Product Offering: Packaged version of a product for sale (product_offering).
- Service: Logical business service (cmdb_ci_service).
- Service Offering: Packaged version of a service (service_offering).

3. CSDM (Common Service Data Model)

Layers:
- Design: Capabilities & Information Objects.
- Define: Business Applications.
- Deliver: Application Services.
- Manage: Service Offerings, Product Offerings.

Purpose: Align business, applications, services, and CMDB.

4. Important Tables

| Concept | Table Name |


|--------------------|--------------------------|
| Account | customer_account |
| Contact | customer_contact |
| Case | sn_customerservice_case |
| Product | product_model |
| Product Offering | product_offering |
| Install Base | install_base |
| Sold Product | cmdb_sold_product |
| Service | cmdb_ci_service |

Page 1 - Generated on 2025-07-04


ServiceNow CSM + CSDM Cheat Sheet

| Service Offering | service_offering |

5. Related Automation Tools

- Business Rules: Trigger scripts like populateAssetFromTaskOrCI.


- Script Includes: Shared logic modules.
- Flow Designer: Low-code automation engine.
- Event Management: Triggers for alerts and notifications.

Page 2 - Generated on 2025-07-04

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