Data Management and Governance
Summarize
Summary of Data Management and Governance
The Data Management and Governance Accelerator is designed to help ServiceNow Impact customers evaluate and enhance their data management and governance practices. This offering focuses on achieving high data quality within your ServiceNow implementation by providing a structured self-assessment, leading practices, and advisory guidance centered around five key pillars: Data Architecture, Data Security, Data Quality, Data Operations, and Data Governance. It is available to customers with Impact Guided+ (Platform Governance add-on), Advanced, and Total packages.
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Key Features
- Introductory Customer Session: A 60-minute session to introduce the five pillars of data management, set expectations, and request initial inputs such as an intake questionnaire and self-assessment.
- Current State Working Session: A 120-minute discussion to review the customer's current data management and governance practices based on submitted information.
- Customer Review Session: A 120-minute session presenting tailored recommendations, leading practices, and discussing next steps for implementation and measurement.
- Optional Follow-up Session: Up to 60 minutes for Q&A regarding the guidance provided.
- Deliverables: Includes a self-assessment workshop slide deck, action planning notes, and templates to support your improvement initiatives.
- Customer Resource Responsibilities: Defines essential roles such as Platform Owner, Platform Administrator, ServiceNow Platform Architect, Enterprise Architect, Data Manager, Security representatives, and Compliance officers, clarifying their accountability for successful data governance.
- Requested Information and Access: Customers need to provide key documentation including data architecture diagrams, data dictionaries, data needs and categorization matrices, RACI charts, and Impact materials to enable effective assessment and guidance.
What This Enables You to Do
By engaging with this accelerator, ServiceNow customers can systematically assess their existing data management and governance practices, identify gaps, and receive expert recommendations aligned with industry best practices. The structured approach helps establish clear ownership, improve data quality, and align governance with organizational strategies and security standards. This ultimately supports more reliable, secure, and compliant data usage within the ServiceNow platform.
Exclusions
This offering does not include hands-on remediation, technical data configuration support, coverage for non-production environments, or activities such as defining data strategy, architecture design, or troubleshooting CMDB and data integrations. For those specialized needs, other dedicated accelerators or services should be considered.
This Accelerator provides insights and guidance to assess and improve your data management and data governance practices.
Accelerator Overview
The Data Management and Governance Accelerator provides Impact Customers with a self-assessment, leading practice content, and advisory guidance for managing and governing the data in your ServiceNow implementation to achieve high levels of data quality.
Package Availability
What You Get
- Introductory Customer Session (up to 60 minutes)
- Introduce five pillars for data management:
- Data Architecture
- Data Security
- Data Quality
- Data Operations
- Data Governance
- Set expectations on process and depth of deliverable
- Communicate expectation for participation
- Request the completion of an intake questionnaire, self-assessment, and any other necessary inputs (See the Requested Information Access section for details.)
- Introduce five pillars for data management:
- Customer Current State Working Session (up to 120 minutes)
- Review the customer intake questionnaire and self-assessment
- Discuss the current state of the data management and data governance practices organized around the five pillars for data management
- Customer Review Session (up to 120 minutes)
- Present data management and data governance recommendations
- Review leading practice content
- Discuss possible next steps for execution and measurement
- Follow-up Customer Session (optional upon Customer request - up to 60 minutes)
- Opportunity for Q & A related to data management and data governance guidance
- Data Management and Governance Deliverables
- Data Management Self-assessment
- Workshop slides
- Action planning notes
- Action planning templates
Requested Customer Resources
| Customer Resource | Responsibilities |
|---|---|
| Platform Owner (Required) | Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform. |
| Platform Administrator (Required) | Responsible for the day-to-day administration of the ServiceNow platform. |
| ServiceNow Platform Architect (Required) | Responsible for overall ServiceNow platform architecture, strategy, and governance. |
| Enterprise Architect(s) (Required) | Provides a holistic view of the organization’s strategy, processes, and other systems, including any necessary policy or organizational requirements. Helps guide the Platform Owner to align with technical or functional standards. |
| Data Manager (Required) | Responsible for overall management and maintenance of ServiceNow data. |
| Foundational Data Manager (Required) | Responsible for the subset of foundational data, such as, users, groups, locations, companies, and departments. |
| Representative of Chief Information Security Officer (Required) | Responsible for the organization’s security policies, processes, practices, and technologies. Promotes adherence to security policies and procedures. Helps guide the Platform Owner to align with security standards. |
| Security Administrator (Required) | Responsible for installing, administering, troubleshooting security capabilities, and configuration that complies with Technical Governance guidance. Promotes adherence to security policies and procedures. |
| Compliance and Audit Officer (Required) | Responsible for compliance, risk management, and audit procedures. |
| CMDB Manager (Recommended) | Maintains the accuracy and integrity of the CMDB configuration data; works with teams to certify data. |
| Data Owners (Recommended) | Responsible for data related to a process, product, or an integration. |
Requested Information / Access
Customers must provide the following supporting documentation from their ServiceNow platform implementation:- Data Architecture, Data Model / Logical Data Model / Data Dictionary
- Information Needs Matrix (Actor / Data)
- Reporting Needs Matrix (Actor / Data / Report)
- Data Categorization Matrix
- Data Sources Matrix
- RACI for Data Management
- Impact materials, such as Customer Impact Plan, Architecture Blueprint,Objectives and outcomes, Capabilities Map, and Product Adoption Roadmap
Exclusions
- Provide data escalation remediation
- Provide technical hands-on assistance with data configuration, data customization, or data troubleshooting
- Provide coverage of data management, data governance, or both, for your non-production environments (For example, development, test, or user acceptance test (UAT))
- Define your data strategy
- Define your data design
- Define, document or both, of your data architecture
- Assess or troubleshoot your CMDB (Refer to the TuneUp Your Configuration Management Database Accelerator)
- Assess or troubleshoot your implementation of the CSDM framework (Refer to the Accelerator)
- Define your data and integrations with external systems or applications
- Assess or troubleshoot your data integrations