Most ServiceNow products and ServiceNow AI Platform applications align closely with the Common Service Data Model. This table defines terms as they are used across the ServiceNow AI Platform and products.

Table 1. Common CSDM terms
TermDefinitionNotes
Application Any deployed program, module, or group of programs that is designed to provide specific functionality on a computer infrastructure. Defines behavior and has specific functionality associated with it. Applications are typically discoverable functionality, like Apache Web Server.
Application service A service type that is a logical representation of a deployed application stack. Examples of application services are hosting, data backup, and recovery.
Note: Applications and application services do not have a one-to-one relationship. An application service can include multiple applications. An application can be included in multiple application services.
Asset An item whose financial value is tracked. Many assets are CIs and vice versa, but that is not always the case. Assets have a life cycle with financial considerations, for example, Microsoft 365.
Business Application Represents all software and infrastructure environments (dev, test, prod) that are configured to provide functionality. Used to increase productivity and perform other business functions accurately. For example, Dell Online.
Business capability High-level capability that an organization requires to execute its business model or fulfill its mission. Typically described in the context of performing one or more specific tasks to achieve business outcomes. For example, demand management or financial planning.
Business service A business service is a service type that is published to business users. A business service typically implements one or more business capabilities.
Usually, business users order business services. Business users can select the desired offering and service commitment levels via the Service Catalog. For example, procurement, shipping, and finance.
  • A business service is an operational CI.
  • A business service must be a one-level service and not a hierarchy of business services.
  • A business service can be used for impact in Incident, Problem, and Change and for approvals for Change.
  • A business service must be focused on the consumer or seller.
Configuration item (CI) Physical and logical components of an infrastructure that are currently or soon will be under configuration management.

Might be a single module such as a server, database, or router or a more complex item, such as a complete system. For example, a web server, database, or infrastructure.
Operating model An abstract and ideally visual representation (model) of how an organization delivers value to its customers or beneficiaries. Typically represents the various elements of how an organization operates. It usually incorporates strategy positions such as the innovation model, degree of intelligent automation, industry alignment, provider delivery models, and the business expectations of IT.
Portfolio Collection of services, products, projects, or applications. Used to manage like items together for a business. Portfolios may be grouped by objective, capabilities, organization, like projects, or services.
Service Means of delivering value to customers by facilitating outcomes that users want to achieve without the ownership of specific costs and risks. Typically has three aspects:
  • Interaction
  • Offering
  • Service system
ServiceNow provides three base service types:
  • Business
  • Technical
  • Application

You can extend the base types to align with the service types in your organization.
Service catalog Provides consumable view of available products, services, service commitment options, and offerings.

Helps manage which services a user may have access to. Also, catalogs are the starting point for access to available services. For example, IT services catalog.
Service commitment Defines the service delivery obligations agreed to between the consumer and the provider. Often manifested in the form of contracts such as service level agreements, operational level agreements, and underpinning contracts. Service commitments include specific performance characteristics that differentiate one offering from another.
Service offering A stratification of a service into capability, availability, pricing, and packaging options. Different levels of performance and features for a given service can be made available. For example, ITSM Standard and ITSM Pro.
Technical service A service type that is published to service owners and typically underpins a business or application service. Typically orderable by service owners. Service owners are able to select the desired offering and service commitment levels via the Service Catalog. For example, computers, storage, and networks).