Understanding the Common Service Data Model (CSDM) in ServiceNow
The Common Service Data Model (CSDM) serves as a unified framework that helps organizations manage and illustrate their services and related data…
This leading American less-than-truckload (LTL) shipping company is known for its reliable, nationwide freight transportation services. With a commitment to exceptional customer service, the company offers comprehensive logistics solutions, including regional, inter-regional, and national LTL services.
This organization was facing frequent and costly outages due to their heavily customized legacy ITSM tools. They recognized the need to become more service aware and saw an opportunity to strengthen their Configuration Management Database (CMDB). To enhance service quality, minimize downtime, reduce maintenance costs, and increase overall stability and accessibility, they chose to expand their cloud footprint and transition from their legacy tools to the ServiceNow platform.
However, this transformation came with significant challenges. The organization had to migrate all existing functionality from Cherwell and BMC Footprints to ServiceNow within a tight six-month deadline—a timeline much shorter than is typical for a project of this scale. Additionally, they needed to ensure auditors could continue to access historical records, which was essential for maintaining compliance.
No organization should have to sacrifice progress due to the constraints of time.
This company faced a daunting challenge: how to achieve a comprehensive migration and platform transformation within a timeline that would typically be considered impossible. Their mission was clear—reduce downtime, improve service delivery, and future-proof their IT operations—without letting a tight deadline compromise the quality or effectiveness of the solution.
Our team understood the urgency and embraced the challenge head-on. Within just three weeks of kickoff, we delivered critical configuration work—significantly faster than standard projects of this nature. By leveraging ServiceNow’s out-of-the-box configurations, we enabled the company to roll out new functionality quickly and efficiently, ensuring they could meet their immediate needs without incurring unnecessary technical debt. Our Certified Master Architect collaborated closely with their stakeholders, applying best practices to design a scalable platform that would serve them well into the future.
To facilitate a smooth and timely transition, we utilized an internally developed data migration tool (the only one of its kind), successfully transferring over 19,000 change records, 360 problem records, 340 knowledge records, 5 GB of attachments, and all related journal records into ServiceNow. This complex task was completed in a matter of hours—a process that would have taken the company weeks to handle manually.
Phase 1A: We began by refining and migrating their Change Management processes and enhancing their Change Advisory Board (CAB) process for improved efficiency and transparency. We expanded their previously underdeveloped Problem Management with industry best practices, tailored to meet their specific needs. We also strengthened their Knowledge Management, promoting self-service through the Employee Center. Additionally, we aligned their Service Catalog with ServiceNow’s Common Services Data Model (CSDM) and established the foundation for Configuration Management with the CMDB.
Phase 1B: Building on this foundation, we refined their Incident Management process, implemented Request Fulfillment, and launched a new Employee Portal and Access Management for 52 roles—all delivered ahead of schedule. By integrating seven major systems, including MS Teams, BeyondTrust, and Jira, we created a unified “single pane of glass” for the company, streamlining IT activities into one seamless platform. Automating ticket assignments and integrating systems like Dynatrace and Workspace One further optimized their operations, enhancing the efficiency and effectiveness of their Service Desk.
Through these strategic improvements, the company now operates on a robust, scalable ServiceNow platform that enhances productivity, reduces manual tasks, and positions them for sustained growth.
Beyond20 successfully partnered with the company to transition from their legacy Cherwell and BMC Footprints systems to a modern, scalable ServiceNow platform, completing the transformation in record time—half the typical duration—without sacrificing quality. The result is a streamlined IT environment, now poised to support the company’s growth and innovation.
Here’s what they now enjoy with ServiceNow:
Superior Reporting: Advanced reporting capabilities now allow the company to produce reports that aggregate records up to the director level, offering a clearer and more comprehensive view of operations.
Cost Savings: By completing the project on time, the company avoided the costly renewal of their Cherwell licenses, leading to significant financial savings.
Modernized System of Record: The company now operates on a cloud-based system of record for Change and Problem management, with enhanced workflows that not only track problems and their resolutions but also establish a strong relationship between problem and incident management.
Increased Operational Visibility: With baseline operational reporting, the company gained valuable insights into their data, including the ability to correct discrepancies before they were imported into ServiceNow. This level of visibility was absent in their previous tool, and its rectification has been a game changer.
Enhanced Process Insight: Robust performance analytics now provide the company with deeper insights into all processes. With baseline KPIs and indicators in place, they can better manage both process and agent performance.
Solid CMDB Foundation: A strong CMDB was established, supporting incident and major incident processes, ensuring a reliable infrastructure for ongoing operations and future growth.
Improved Efficiency: The adoption of baseline features, such as email approvals for change requests, has led to increased efficiency and a faster return on investment.
Optimized CAB Meetings: The introduction of a baseline Change Advisory Board (CAB) workbench has made CAB meetings more efficient and productive.
