Problem
Many organizations struggle to connect their technical configuration items (CIs) such as servers and applications to the services they support. Without clear Service Instance data, teams face challenges in:
- Understanding the operational context of incidents and changes.
- Identifying responsible owners and support groups.
- Tracing upstream and downstream dependencies in the service delivery chain.
This blueprint provides a starting point to normalize Service Instance data and link it to users, groups, and underlying infrastructure according to CSDM 5 guidance.
What the Blueprint Includes
The blueprint covers the Service Delivery domain of CSDM 5 and uses Service Instance as the root class. It includes the following key entities:
- Service Instance – Represents an operational service, such as an application service or technology instance.
- Business Application – Logical application providing business capabilities.
- SDLC Component – Supporting component or software element related to a business application.
- User – Individual responsible for managing or owning the service.
- Group – Organizational group responsible for managing or supporting the service.
- Application – Software or middleware supporting the service.
- Server – Physical or virtual machine hosting the application.
- Configuration Item (CI) – Other technical infrastructure element running the service.
Considerations
When adopting this blueprint:
- Review ownership and support group references to ensure they align with your governance and support models.
- Ensure that all Users and Groups linked to Service Instances are active records.
- Replace generic classes (e.g., Application, Server) with those matching your environment for better accuracy. Add more classes, if needed.
- Start small—focus on one or two service lines, or drop some of the requirements in the beginning, and then expand as data quality improves.
Benefits
- Provides a clear view of operational services and their dependencies, enabling impact analysis and change planning.
- Improves service ownership visibility, ensuring accountability.
- Enhances incident and problem resolution by identifying responsible teams faster.
- Builds a scalable foundation for progressing from Crawl to Walk in CSDM adoption, preparing for automation and advanced reporting.
Related Information
Check other templates related to the Service Delivery.
How to Get This Blueprint?
If you’re already a Data Content Manager Customer, you can download the Blueprint from the Knowledge Base. You will need your login credentials to access the blueprint download page.
