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ServiceNow CSDM

The Hidden Drivers of CSDM Success

Benchmarking Insights from ±40 Enterprise Implementations
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What Top Performers Know

As IT organizations shift toward service-centric operating models, the Common Service Data Model (CSDM) is no longer optional—it is foundational. What sets a successful CSDM transformation apart from one that is deemed a failure? How are organizations worldwide enabling ownership, accountability or service mindset across increasingly complex environments, linking people, processes, and technology with CSDM?

Despite its strategic importance, many CSDM initiatives fail to deliver the expected outcomes and value—not because the framework is flawed, but because the associated risks are misunderstood, as our research shows.

Why Some CSDM Transformations Outperform Others

At the Einar & Partners Research Unit, we asked what differentiates a successful CSDM transformation from others? What are the key enablers ensuring business outcomes and value with CSDM for organizations? One decisive factor emerged: Culture. After benchmarking more than ±40 CSDM implementations, we discovered that organizations treating CSDM as a cultural shift—not merely a technical rollout—achieved 2.2× faster innovation and outcomes.

Feedback from respondents further revealed that organizations often:

  • Struggled with conceptual misalignment: Partly due to a lack of experienced professionals and resources to provide the necessary perspective for CSDM.
  • Unrealistic timelines: Many projects were driven by urgency rather than readiness.
  • Premature scaling: Implementation frequently expanded before governance and ownership structures were clearly defined.

These are just a few examples. The report contains additional key insights and takeaways to help optimize your CSDM journey!

Download the CSDM benchmark report to uncover more insights and have a deep dive in the following

A proven framework for assessing organizational and cultural readiness.

Practical guidance on establishing effective ownership and governance.

CSDM KPIs that reflect business outcomes—not technical inputs.

Download the CSDM Benchmark Report

This third ServiceNow CSDM implementation benchmark report presents benchmarked best practices and lessons learned from approximately ±40 CSDM transformations. Read the full report to understand why successful organizations lead with culture, communicate the “why,” and align CSDM with real business outcomes.