CSDM Benchmarking Survey AIOps – Einar & Partners Research Unit

CSDM Benchmarking Survey

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Section 1 - Scope of your CSDM

Let's define which CSDM objects you are already using and which you started utilizing after the implementation.

Key Drivers & Operating Model

In this section, we explore the key drivers and organizational factors that influence how CSDM governance is established and maintained. The aim is to understand how your operating model supports the integration of CSDM across the organization and how it contributes to broader service management outcomes.

In your CMDB, which of the following CSDM objects were you actively utilizing before the project? *

Here we mean CSDM objects in accordance with ServiceNow terminology; it can be the case that the CSDM object might have been defined differently than the primary terminology.

In your CMDB, which of the following CSDM objects were you actively utilizing after the project? *

Here we mean CSDM objects in accordance with ServiceNow terminology; it can be the case that the CSDM object might have been defined differently than the primary terminology.

Section 2 - Measuring values and outcomes from CSDM projects

In this section, we'd like to ask you a few questions around what the CSDM project tried to achieve (such as use-cases, values) and if the project was successful with clear outcomes. Please answer the questions to your best ability.

What ServiceNow platform values did the project aim to enable or achieve thanks to CSDM? *

Answer here

Q3 - What ServiceNow platform values did the project aim to enable or achieve thanks to CSDM?

Going more back-to-the-box
Enabling new functionalities of the platform and utilizing more features
Decreasing technical debt in the platform
Reducing costs of the ServiceNow platform (e.g. less manual work, less maintenance)
Other (Please Specify)

In which way did CSDM bring cultural benefits to the organization after the implementation was done? *

With culture we mean non-technical improvements but instead improvement in peoples ways of working, perception of concepts or organizational aspects related to roles/responsibilities.

Q4 - In which way did CSDM bring cultural benefits to the organization after the implementation was done?

Improved governance and control
Improved sense of ownership and accountability
Improved service delivery and service mindset
The project brought few if any cultural benefits
Other (Please Specify)

What were the primary drivers and outcomes the project aimed to achieve? *

Which of the previous drivers and outcomes did the project ultimately achieve? Be honest! *

If the project failed in producing an outcome/value - what were the primary reason(s)?

Explain briefly in a few sentences. This will allow us to summarize lessons learned.

Q7 - If the project failed in producing an outcome/value - what were the primary reason(s)?

Section 3 - Your perspective on ServiceNow CSDM *

In this section, we inquire about your opinion and view on ServiceNow CSDM.

For which stakeholders did the project aim to resolve pain points and/or improve their way of working? *

We are interested in understanding who ultimately benefited from the CSDM project.

Q8 - For which stakeholders did the project aim to resolve pain points and/or improve their way of working?