[Music] hi everyone welcome to glidecast on air i'm lauren jankowski the marketing manager here at glidefast and i'll be moderating today's webinar new in servicenow breaking down the common service data model 3.0 before we get started i'd like to give you some background information on glidefast glidefest consulting is a consulting firm that is dedicated exclusively to servicenow as an elite servicenow partner our expert team of developers and architects have worked on both sides of the table the customer side and the consulting side our company was founded by servicenow architects and we're proud to have a team of over 150 experienced consultants an average csat score of a 4.8 out of 5 and many more accolades as you can see here as a perk of attending today's webinar we'll be giving away a 50 visa gift card we'll announce the winner at the very end of today's session so be sure be sure to stay on for the entire webinar i'm excited to introduce our presenters for today we have mark harper a solutions consultant at glidefast and brian wong an iton architect on the glidecast team we'll also have rob gean joining us for the q a section who is also an architect on the glidefest team i'll be monitoring the q a throughout today's session so please send in any questions as they arise and we'll do our best to answer them mark you could take it from here i appreciate that lauren and so before we get started i just want to quickly go over what the agenda is for today's session uh we'll be spending a brief moment just covering at a high level what the casem actually is and the purpose of why we want to spend some time understanding more about it and then we'll transition into the real meat of today's discussion understanding what is new in version three compared to version two so look at some of the capabilities that allow us to track our overall progress utilizing some of the new dashboards in regards to csdm and cndm alike and then we'll transition into a demo where my colleague brian wong will lead us through reviewing each of those dashboards themselves and how some of those new wizards allow us to adopt and align to csdm no good csdm discussion is worthwhile without an actual use case that we can try and wrap our heads around we'll also take a look at some of the new documentation that's available to us in regards to identified use cases by servicenow and finally we'll wrap it up with a q a session so please enter some questions into the question manager and we'll look to address as many as we can at the end of the session so let's get started with a quick review of what the csdm actually is at its heart it's a standard set of service related terminology that defines the various different classes across the servicenow platform and the reason we want to adopt the csdm is with essentially placing data into the right places where servicenow is going to expect that data to reside so that you can leverage out-of-the-box dashboards out-of-the-box reports not have to customize and tailor performance analytics and just get going straight away so understanding the terminology in the taxonomy is is vital and the third iteration of the cstm allows us to understand it with a little bit more clarity and also ties into other areas of the servicenow platform where the cnb actually has dependencies it'll be in this session today where we'll be going over and understanding all the benefits that come along with 3.0 compared to what we may already understand with version 2. and then we also just want to cover what csdm is not it's not going to be an application that you install that remediates and fixes all of the issues that you may have in regards to configuration management it is still acting as that that framework across the platform so while you may see various material out there that says csdm is not a product that you install we're starting to blur that line a little bit with the paris release and as you will see later in this presentation where we actually have a module in the application navigator that assists us with csdm adoption essentially we will be focusing a lot on what's new in the 3.0 release today and but if you do check out our glide fast youtube channel you'll actually see that just a handful of months ago we did a an overall csdn presentation with the csdm product owner from servicenow mark bodman so that goes into a great discussion of like the the fundamentals and the key reasons behind csdm so supplementing that with today's discussion should bring you up to speed with everything that you need to know in regards to the latest release and the fundamentals of cstm and speaking of those fundamentals and looking right here at the like the csdm 3.0 overall dead model and we can see what's encapsulated in this current release and each time i show this this model to to customers and end users it may seem a little overwhelming up front and in the 3.0 release you'd be pleased to know that we have added an additional demand to the overall model but one pleasing takeaway from this this new domain that we see in the top right here the foundation domain is effectively leveraging data that already exists on the servicenow platform we're just bringing it under the umbrella of the csdm so that we have an understanding of the interaction points between the configuration items in the other domains and the interaction with those reference tables so some of those foundational domain elements you should recognize quite quickly with the cis users table groups table and location information in regards to other areas of the model and some of the other changes that you might recognize is the addition of the dynamic ci group you'll find that in the managed technical services domain in the bottom left this is trying to clean up the the issue that we've had for a number of years where customers that have already purchased the item health and event management um applications on the platform already had a table for what we call a technical service and this conflicted a little bit with the initial csdn release of the technical service as a slightly different use case so what we've done is we've relabeled the event management technical service and it's now become the the dynamic ci group and as we move forward in this presentation we'll be touching on a little bit more about some of the key use cases as to why we want to leverage a classification such as this now again as i mentioned it's a little bit overwhelming looking at that diagram so sometimes it's easier just to group these different domains into a relatively easy to understand definition so in the design um area to design the main this is where we're really tracking the the design and overall release of our it environment this is where our enterprise architects will be defining the business capabilities and the business applications that's used to deliver those business capabilities this this domain itself is it's not exactly static but it has a lot less change and it's less dynamic than what we see in the managed technical services domain the managed technical services are really the groups of infrastructure and applications that's used to provide what we've designed out in that design domain so the operational elements that you'll find in that area are what will align to incident problem change vulnerability various different elements of the the servicenow platform are going to align to those managed technical services in the green domain is where we define our sell and consume this is really where we're aligning to our service catalog and service portfolio you'll have defined the different business services that we open up to end users and consumers and they can request those business services that again delivered from an operational standpoint with the managed technical services so different outcomes different use cases different areas of the platform that's involved and but just looking at it from a really a 10 000 foot view definition can help us really start to understand the intricacies of the 3d oral model so to step a little bit further forward and we'll just quickly recap what some of the key what's new functionality is in the 3.0 release as we just saw there in the the model diagram we have the new foundation domain which is just a reference to other areas outside of the the cmdb we have what we'll see shortly a new application navigation pin that groups together all of those domains and into a module inside of servicenow so it's quickly easy to find the information object or the application service rather than having to filter through the 50 different results when you type in application into the app navigator one of the important aspects of this presentation that i want especially if you're a configuration manager to come away with is a greater understanding of some of the re-labeling of tables and some of the net new tables that are part of csdm 3.0 so you might have done an upgrade to paris and been a bit confused why some data is in a looks to be a slightly different place and looking at this translation should really help us out um brian is going to cover the dashboards that allow us to track our overall progress and make it a lot easier from adoption of csdm and then towards the end of the tail end of this session we're going to take a look at some of the additional use cases and the product views that servicenow has released that allow us to understand how um products such as csd airsoft and like itom and csm relate to csdm let's take a look at a couple of these in a bit more in depth so we saw in our overall framework the the foundation being referenced but i just wanted to touch on these to make sure they have a full understanding of the purpose and use cases of including the foundation domain in the csda model so as i mentioned previously these are not configuration items found within the scene to be themselves but you will notice that many of your configuration items have a reference to these different aspects within this domain and this what leads us to have much more effective reporting and capabilities around automation so it's talking about one use case that's very popular and is associating the assignment group to a server or to an application service this allows us to preset that assignment group as soon as the incident is generated or an alert is generated just that one additional step of automation without the manual intervention and you can get a bit more mature as well with a more detailed use case by aligning the the products and the product models associated with application services we can start looking at product end of life for a piece of software that is used to deliver one of your revenue generating application services and you might want to proactively and automatically generate a demand if that comes within a certain time period say three months of the expiration or end of life of that software model so be more proactive rather than being reactive to changes and potential risks across your environment as i mentioned before we now have a somewhat of a product inside the the servicenow platform related to csdm and this allows us just quick links to the various different tables and inside the various domains of csdm but it also launches and some very useful dashboards that allow us to track how well we are conforming to the csdm model as i mentioned previously a key reason for doing this is to make sure that the data is residing in the places where servicenow expects that data to reside so outside of where the record exists we also need to ensure we're using the appropriate relationships so those relationships you might not know all them off the top of your head and without having to now consult the csd and white paper leveraging some of these dashboards and wizards it'll automatically select the appropriate relationship for you when you're generating your own models in taxonomy so very useful for getting you off the ground and adopting csdm and being able to track your overall maturity and leveraging csm overall take a look at some of the relabeled tables as i mentioned this is a little bit into the weeds and the technicalities but if you are a cdb manager and you need to really be aware of some of these changes that's occurred from the orlando release to the paris release and using this as a reference you can see the various mappings that we've we've updated where we've in a sense promoted the concept of an application service further up the hierarchy one thing i did want to point out as well um in regards to the re-labeling of application service if you were on one of the early patches of the paris release you may have noticed that there would be two separate tables labeled as application service this was just a defect in the base release of paris it has since been fixed and it's very unlikely that you would actually witness that at this current timeframe but have you had you seen it in the past that was just the the reason in itself that's all been cleaned up now so you won't experience that that issue but we can see right here the the different labelings that's come into effect in addition to a brand new table that is available to us the cdbci service technical table now replaces the technical service that we leveraged previously that was just at the service level with a service classification so this allows us to effectively generate better reports have a more segregated data points between our business services our application services and our technical services okay at this point i'm going to pass it over to to brian who's going to cover us through some of the different um trackers and available progress tracking that we have on the platform and it'll step us through a live demo of leveraging csdm 3.0 thanks mark so one of the most common questions we get with csvm is how do we really track progress and how do we make sure that we're using the right tables how do we make sure we're using the right relationships a lot of us already you know i think we said 50 of the people here know the white paper so we kind of understand from a conceptual standpoint we understand that there's different domains uh we understand that it's a phased approach to applying csdm uh that's the crawl walk run fly stages but really from an operational standpoint a lot of customers find it difficult to kind of understand where those correct tables are am i using the correct relationships and that's really been a challenge for a lot of customers and that's really where these three dashboards come into play to really help you understand key metrics and data requirements that kind of impact uh not just the sdm but your overall cmdb data so we're gonna now just jump right into a demo um so for this demo what i'm going to be actually showing is talking a little bit about some of the changes that mark referenced uh we're also going to look at the dashboards and then we're also going to take a look at a modeling example because i know a lot of customers have struggled a little bit in terms of understanding uh how the modeling actually works within servicenow so let's actually just jump into the my instance here to kind of show you uh it in a live instance uh so the first thing i wanted to show is that csdm navigation pane so i'm actually gonna type csdm and this actually brings up the cstm application navigator and as mark mentioned it's not really a product per se but it's really uh kind of a starting point for users adopting csdm to kind of understand what are some of the the tables that are involved with cstm how is broken out by the domains so we have our design domain we have our managed technical services we also have our cell consumed domain and all of the associated tables are now listed under those domains and what this really does is kind of remove some of the guesswork and in trying to figure out you know what what table are they referring to when they say business applications now that it's listed under this domain we can just click right into it if i'm an application owner and really take a look at all the business applications and knowing that i'm going to the right table the only thing and this is available uh all in all base instances as of the paris release the only thing different about this instance here is if you use service portfolio management you'll also have two additional um ci classes for catalog items both on the technology side and the business side as well but this is available out of the box on paris releases next thing i wanted to show was the csvm data foundations dashboard so when i bring up this dashboard as the name kind of implies this is really showing our csvm progress and our the data that's within cstm uh the way this dashboard is structured we have key indicators and then associated uh reports um and each indicator has a result kind of measuring our success against that indicator so if i take a look at the first one this is applications with application service relationships looks like i'm not doing too well about seven percent of my applications have a service relationship and this number is reflected here in this report so about 82 of them uh there's also a priority associated with these indicators so when i look at a priority this is going to change based on the weighting of an indicator and also the result so depending on how well you're doing with each of these indicators this could go up or down low medium high to really help you focus in on which are the key areas you really need to focus on additionally what you're going to see is a remediation playbook url so these are really helpful for all the indicators there's an associated link where if you click on them what you're getting is an idea of what that indicator really is about uh so how it's calculated why it's a problem within uh the servicenow platform what are some of the the consequences of not you know applying adhering to that indicator and then lastly what's most important is really remediating that so it actually links you to remediation plays that tells you what it's about and then also gives you a step-by-step idea of how you're going to resolve that indicator the way this dashboard is also structured is this if you're familiar with the different phases of csdm this is actually broken out by the different uh phases crawl walk run fly so in our crawl uh domain i mean sorry a crawl phase what we're really concerned about is business applications and its relationships to application services in our walk phase that's where we kind of transition into uh technical service offerings and their relationships to their parent technical services in our run plays that's where we're really diving into how uh the business uses technology so business service offerings and that they're underlying application services and infrastructure and application instances that are running uh to support that business service offering additionally what you can see in this stage here is also custom service tables uh so those of us that have kind of been on the platform for a while uh we we kind of know that there are there hasn't always been uh you know service tables um like it exists now in in the later releases such as paris right and a lot of times customers have created their own service tables to be able to uh capture this information uh but now that we have csdm and in the 3.0 release it's kind of more structured now so this what this indicator is really telling you is uh are there custom tables that you've created that are now better suited for out of the box tables as part of this uh csdm release and in a correlated uh indicator it also tells you which services are using those custom tables and also uh where would actually fit within the cscm model so is it a technical service is it a business service or could it be an application service the last phase is the fly stage what we're dealing with here are information objects and information objects are how data flows within um the type of data that is really flowing within uh the application so how what kind of data is stored in the database this could be you know hipaa data it could be pci data it could be pii information that's really what this fly stage is talking about so the next dashboard i wanted to take a look at is uh the cmdb data foundations dashboard so this dashboard is dealing with um you know cmdb data while this is not necessarily um you know related to csdm directly what this dashboard really tells you is a key key data elements within the cmdb that could potentially impact how you implement cstm and the way this dashboard is structured we have about 11 indicators split between two tabs data foundations and cmdb insights and our data foundations tab is really what we would consider higher priority items and in our cmdb insights tab while these are also important as well uh these are would be considered lower priority items let's take a look at one of these indicators so ci is processed via ire it looks like we're trending at about 67 percent and what this indicator is really telling us is of all our hardware cis what is being processed through the identification and reconciliation engine and the reason why this is important is because uh within your cmdb you really have to have a mechanism that uh identifies and reconciles those cis uh and within the servicenow platform that really is the ire uh and this the ire also tells you you know what uh data sources have priority in terms of updating data this and that really ensures uh what data lives within the cmdb is going to be correct and accurate yeah you can see some of the other indicators here key data elements that the cmdb will be looking for serial number it's important to have that it's also broken out by different classes you can understand which of the classes are actually missing serial numbers in addition again we have a remediation playbook url clicking on any of these indicators is going to bring us to a playbook that'll bring up you know how it's calculated why it's a problem and then most importantly we mentioned before uh the remediation of that indicator step-by-step guide on how that's going to be fixed so the last dashboard i wanted to show is the application service dashboard so this dashboard is focused on application services so application services are really the operational uh element of the business application so really what is actually running the service so the infrastructure and application components mapped to a specific instance of a service so this is really where service mapping comes into play where you're really understanding the key infrastructure application components how they're all mapped together that actually runs this application looking at this dashboard what we see are within application services you really need to have key pieces of information so things such as assignment groups support groups who actually owns service and additionally application relationships right to the business service and also to the business application scroll down a little bit because application services as application services are really mapped applications uh it's important to understand like how they're mapped right so we have you know top down discovery which is our traditional service mapping we have tag-based mapping we can also create manual service maps additionally we have dynamic ci groups and then an understanding of when we have services that aren't mapped at all so we don't have a population method defined and that's that's really helpful to understand because then um the real value of having a mapped application is really when you're understanding the infrastructure that supports the services so from a security standpoint uh when you have a database or an application how does that roll up into uh the business point of view also take a look at this related focus area here what this is showing us is key classes that aren't part of application services so application servers we have databases and then we also have hardware servers an example of an application server would be you know tomcat instances you have java servers on the database side all our specific instances that aren't part of applications and this is important uh as i mentioned earlier for um you know security impact analysis incident management uh event management understanding these key components and how they tie back to the business is going to be critical and if they're not tied to anything they're kind of orphaned in a sense and you really don't understand the true impact of those cis so now what i'm going to do now is actually do a modeling example using the cstm framework uh so kind of an end-to-end uh service model that kind of uses leverages the csvm framework so i'm gonna go back to start from my cstm data foundations dashboard and use these use one of these indicators to help start with the mapping process so uh as an application owner you know i could be using this dashboard to kind of understand where are some of the gaps within my csvm implementation so i'm going to take a look at this indicator here app service missing a business app relationship if i click on it what i'm looking at is i'm the owner of the my payroll production application and what it's saying is i'm missing a relationship to a business application but i know that this business application exists there so i want to go and go and actually fix it so the first thing i'm going to do is i'm just going to look up my business application and again i'm going to use the csvm application navigator to make sure that i'm going to the correct class i click this application i'm going to search that parent application for my production instance of my payroll i click into it this is the actual ci for that business application i'm able to see the relationships to it so it looks like there are some relationships to it already and i'm also available to view that in the dependency view so i have the business application i have the higher level business capability for administering payroll i also have an information object so i understand for this application it contains pii information so personally identify identifiable information that's part of this that's what's stored in the database for this application but what i'm missing is that application service layer and all the technology that supports that application so i'm going to go into my application now to kind of build those relationships going back to my application service again i'm going to use the cstm app navigator go to my application services under the manage technical service domain click into that and again i'm going to look for my application so this is this new view for application services is new for the paris release and this really is a kind of a guided setup for creating and modifying application services it provides like a step-by-step process to make sure that you have all the necessary information and also what you can also do is set the relationships to it so down here in the relationship section i'm able to build relationships to key csdm domains right i know i need to create a relationship to business application but i also have the ability to create relationships to a technical service offering and a business service offering so let me go ahead and search for my business application to my payroll i'm able to select it add it in and while i'm in here what i'm also going to do is um since i know that the technical service that that kind of is used for this application i'm going to add that in as well so i know this is a windows environment and the technical services that part of this is it's a virtual environment so i'm going to add windows server virtual the technical service offering to it similarly on the business service side we know there's a mobile app for this and that mobile app the technology it uses is this application service so i want to make that relationship so i understand from a business service side this mobile app uses this application service i'm going to add that in and i'm going to move over to my next step so populating the application service so populating means mapping the specific infrastructure and application components to this actual service so i'm able to choose a method and we have several methods right a lot of automated methods using top-down discovery this is service mapping uh if we have dynamic ci groups already created as mark mentioned these are cmdb groups tag-based mapping for potentially cloud applications uh hosted in you know public cloud environments and then we also have the option to manually create a service which i'm going to do here just for simplicity's sake so i'm going to make sure i'm going to map the components that are part of this application so i know it's a windows environment so i'm going to search for my ci and we're going to select the web server so really the entry point into this application service is a web server so i'm going to select this as my population method uh to start off with save that move on to the next step and this is previewing the service before we we make those updates right so i have all the ci's i'm going to relate it to it's selecting the correct relationship so i don't have to guess which one is correct based on the csm framework and i also have my initial population method for mapping the infrastructure i hit up update here and now my application service has been updated so let's actually take a look at this application service so what we're looking at here is really the service map for this my payroll prod application uh so we know the entry point for this is really a web server we have a web server but i also know that this is you know this is a three-tier app it has a web server it has application server it has database server now i want to connect those um components so i really fully understand uh what's involved in this application and what supports this application so i can since i'm using a manual method i can i can manually add relationships to this ci so i'm going to add the application layer i'm going to add that in and then finally the data tier we know this database server associated with it a database server so what we're looking at here is essentially a full service map for the infrastructure and applications that support this my payroll production app service now under under normal circumstances if we were using you know service mapping or tag-based mapping these actually wouldn't be infrastructure components these would be the actual application instances so for example from a web point of view we could be using ias or we could be using apache same thing on the application of database side we might be using sql server or oracle that's the actual components we would be mapping from an application standpoint and then you would we would be able to see uh the host that is actually um hosted on but for simplicity's sake we are gonna just map the servers so the last thing i wanted to show was you know we did also um map this fully using the cstm framework to understand all the relationships so i'm going to go back to my dependency view to kind of show that fully mapped service yeah so this is essentially our fully mapped services using the cstm framework so we have our application service that we just mapped all our infrastructure components the web server application server or database server we also have our service offerings we have their payroll business service offering and we also had our technical service and how that actually rolls up into an application business application so that this was the parent business application that supports this application service so that's really what i wanted to show from a from a demo standpoint this is really showing you leveraging the out-of-the-box capabilities with the wizard to be able to map a fully compliant cstm application service and business application uh so let me switch back over the presentation here let's just kind of recap so what we're looking at with the with the csvm data foundations dashboard just as we mentioned before this is really tracking key cstm indicators how well is your csvm doing is it compliant with the csm framework and where there could be areas of improvement the cmdb data foundation dashboard this is really around key cmdb data metrics um the core data within the cmdb how healthy is that information uh do we have a lot of duplicates do we have a lot of orphan ci's are we missing key data elements that's what this dashboard really tracks and then lastly the application service dashboard which i mentioned this is really focused around your application services and the overall health of those mapped applications so now i'm going to pass it over back to you mark to kind of talk about a little bit about the use cases all right appreciate that there brian and yeah hopefully people could see that we're now starting to put some of this reference material into the platform itself so that we can be a bit more self-reliant on understanding our progress that we're making in regards to csdm and for those that may be new to csdm and not understand like the differentiations of the crawl walk run and fly um from like a maturity standpoint again that's that's covered in detail in our previous webinar um in the csdm series that's available to you again on our glidecast youtube channel but i did want to touch on some of the other additional benefits that's been part of the cstm 3.0 package and with 2.0 we had a couple of white papers that um supplemented the the main csdm 2.0 whitepaper that focused on how it's leveraged with spm incident and change and with a 3.0 release and we've gone into much further detail and expanded across many different use case areas and we've got a separate document for each of these different consumers and associations with the csdn so many people are still looking for like real world examples of how they can apply csdm and rather than have an overwhelming library all in one document and we've broken it out into these different process areas and application areas where you can start to see additional demand demands like the customer domain m associated with the csd mdn and if you're having any trouble finding these these white papers please feel free to reach out to us and we'll happily provide you with um all of them or any of them of that are of interest to you so just moving on i wanted to still include an actual example of an applied model of csdm and rather than have something that's specific to one niche area one one group and we try to keep it at a level that hopefully everybody in this call can can understand the likelihood is that you have some familiarity with the servicenow platform itself considering we're in a csdm related conversation and but you can start to see the different uh like modules different classes that's involved in the csdm that we've talked about and how they're put into like a real life name and real life label but one thing i really wanted to call out with this model is some of the differentiations that we would expect from the version 2 release so one thing that you may not have um applied in your previous iterations of csdm is having any form of hierarchy of your business applications but what we have um in the 3d raw release and actually came with orlando itself is the capability of defining the architecture type of the business application this fulfills the use case that a lot of organizations had where they were trying to address the challenge of is this a business application or another classification when it's looked at as a module because the various different modules that you have may have different owner information different support group the contracts that's associated with it are likely um separate from the actual platform host itself so you can see right here with this representation of servicenow we have a platform host at the business application level of servicenow and then each of the modules that are a part of servicenow that we subscribe to and pay a lot of money for we have separate business applications and we have those defined as a platform app each of those platform app business applications should have a application service associated with it and that is the operational stack or implementation of that business application and it's really at that application service level the ones that we've seen in in orange right here that we're associating with incidents problems and changes because that's the operational nature that's used to deliver the business application and the other change that we're seeing right here is the dynamic ci group in action down at the bottom and so what we've got defined right here is all our windows servers and now represented in a dynamic group the major benefit that we can have with this is we don't no longer have to manually associate any cis with that technical service or that grouping of services itself servicenow is automatically going to search for any net new records and align it to that group so this address is one of the key use cases that a lot of customers have in regards to to patching we want to have a patch group that may be all windows servers that's managed by the the platform team we create that dynamic ci group we associate it with a standard change and now we've got complete visibility to all of the windows servers that's going to be associated with that patch schedule and that level of automation is available in just a few clicks and allow us to have that audit trail and accountability of complete change management processes we also see the connections to the various different domains as well so the bridging between the design domain to the technical domain to the consume domain and you can see they also the the key relationships that's used that allows us to be compliant with csdm you may have seen as well in brian's demo that we didn't have to know that a business application is consuming a application service by using the out of the box wizards it already selects that for us and ensures that we're conforming to the standards and the design of csdm so hopefully you can use this as a reference model be able to translate your existing services and applications that you have within house and align it to this translation of the servicenow platform that you likely understand okay so we've come towards the the tail end of our presentation but i've seen the question manager uh light up with a number of questions come through so i'm gonna pass back over to lauren who is gonna fire up some questions for us yeah lots of questions coming in um so the first one we have here from andrew um the cmdb foundation data dashboard where we see cis with a serial number is this any way related to the ire specifically where serial number might not be an identification rule for a ci class so may not be a relevant metric this is assuming ire is not out of box okay um so the dashboard itself with with the insights and is really just like any other dashboard you see on the platform it's a an associated um filter that's looking at certain results so we're not necessarily tying directly into the identification rules itself but it's the idea behind what that dashboard is tracking is based on on ire so if you've made modifications to the out-of-the-box hardware rule or some of the subsequent classes that don't factor in serial number you might want to just modify that out-of-the-box dashboard to change the filter to align to how you've modified it and but as we know serial number is it's a very popular and one of the key um identification rules across many of the um identifiers and so it's worth it to try and keep those in there if possible but if those modifications have happened and past the point of no return then you can modify the dashboard to align to your process yeah and just to add to that that it's it's not directly tied to the ire rules but from a cmdb you know data foundations point of view that really is a critical field and that's why it's being tracked within that dashboard awesome looks like we have another question um business service and application service doesn't have direct relationship according to csdm how should it be connected and what score did the dashboard show and so the connections itself and i think you would just we would have seen in the taxonomy slides and the in-between point is the business service offering and that allows you to connect to the operational state on the application service so i think in our example for for servicenow and we were talking about like employee onboarding as um like the business service and then our organization has the capability of doing it with a mobile onboarding as one offering all um like a desktop enterprise um business service offering and those business service offerings are then associated with the application service so the offering is the the bridge between the two yeah and it's the same thing on the technical service side too we have our technical service offering that's kind of that bridge between the actual deployed technology and the end the service um we got a couple more what is the difference between business application and application service okay and so we touched on it a little bit but at its most simple form is the application service is the installed stack of a business application so you may just have a one-to-one representation of the business application to application service but it is a good practice to have an application service for each of the operating environments of that business application that being like pro dev qa and if you have multiple stacks in different geographical locations those themselves will have a individual unique application service created for it and this allows us to then associate the infrastructure to the appropriate application service and then we can prioritize incidents problems changes alerts based on the environment that's impacted yeah like to mark's point the way the way to really think about this is from an operational standpoint your business applications aren't operational cis you wouldn't necessarily create you know incident problem changes but your app services are the ones that you actually do create those um incidents and changes um here's some more for you seems i have data in the wrong table according to csdm how do i move it to the correct table what are the risks yeah it's very very common and i've been doing this for quite a number of years now and what was considered best practice maybe six seven years ago or is no longer applicable so you may have confirmed and put your business applications in the application table before the business application table existed so now you're trying to to clean up that effort and there is certain risks that may be involved if you're moving to a completely different um like extension tree of the cmdb the like there's a good chance that certain fields certain attributes might not be on the new business application class that you're moving to so it's always good to back up your data first review what these columns and attributes that you truly care about at your custom table or incorrectly defined table and ensure that you add those to the business application class itself prior to moving that data because if you use a script to migrate it over to the other table and that column doesn't exist that data disappears so back up first review the data that you truly care about and still being used you don't need to store data just for the sake of it and then you can perform the migration of data from one table to the next perfect and looks like we have time for one more question we have an ehr hospital application in-house that is comprised of individual modules that have different support and ownership what is the correct tables to put these modules into okay yeah so this is it all comes back a little bit to our servicenow example and this was a challenge and when you're trying to conform to like csdm 2.0 where you're making a determination do i have a hierarchy of business applications and if you go back in time and review the documentation for the first csdm we're told that really shouldn't shouldn't happen it should be a standalone standalone level but now we have the architecture type uh toggle on the business application table itself where we can define it being a platformer and a platform host so those platform apps can be those different modules that you associate the different ownership and cost information and again those platform apps should have a corresponding application service or technical service depending on what's uh what the actual object really is all right well that looks like um all the time we have for questions and i know some of you may still have more questions but we will definitely follow up with you guys and reach out to you to get all those answered you can also reach out to us at info glidefest.com and we'll make sure that we connect you with the right person to answer any of those questions but now i would like to move on and announce the winner of our fifty dollar visa gift card giveaway and it looks like the winner is gordon monet congratulations gordon um we'll be emailing your prize to you directly like to thank everyone for joining today's webinar we hope you learned lots of information and if you have any more questions feel free to reach out to us at infofightfast.com or you can fill out a contact us form on our website thank you everyone and enjoy the rest of your day