Hi Community,
We recently reviewed the ServiceNow Health Assessment report for our Norstella instance and would like to understand the best-practice approach for analyzing and remediating the findings.
The Health Assessment categorizes findings into Manageability, Performance, Security, Upgradeability, and User Experience, with findings further classified as Act, Recommended, and Discuss. ServiceNow documentation indicates that Act findings are generally the highest-priority items, Recommended findings should be addressed next, and Discuss findings represent opportunities for improvement.
We would appreciate guidance from the community on the following:
1. How should we approach the "Act" findings?
- Should all Act findings be treated as immediate remediation items?
- How do you determine whether an Act finding is genuinely applicable to the business/platform?
- What validation should be performed before making configuration changes?
- How should we handle findings that are caused by intentional customizations or business requirements?
- When should we remediate versus document an exception?
2. How should we prioritize the findings?
Would the following approach be considered a good practice?
Act → Recommended → Discuss
How should we review each Health Assessment category?
Manageability
Performance
Security
Upgradeability
User Experience
