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The CSDM Journey for ITSM: From Configuration Data to Service-Centric Operations.

Most IT organisations can tell you how many tickets they closed last month. Almost none can tell you which critical business services are at risk, and why.

If your ServiceNow incidents still route manually, your change risk assessments rely on tribal knowledge, and your reports show ticket volumes instead of service health, you're operating in service-blind mode. CSDM is the fix, but most adoption attempts fail before they deliver value.

This guide from Kaptius CTO Poornachander Kola and ServiceNow MVP Pratiksha Khandelwal gives you the practical, sequenced framework to get it right, from cleaning up your CMDB foundation to building a service model your ITSM processes actually use.

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