CSDM Maturity Assessment
Summarize
Summary of CSDM Maturity Assessment
The CSDM Maturity Assessment accelerator helps ServiceNow customers evaluate how well their organization aligns with the Common Service Data Model (CSDM) across people, processes, and governance. It offers targeted, prescriptive recommendations to enhance alignment and unlock more value from the ServiceNow platform. This assessment provides a clear snapshot of your current data management maturity related to organizational capabilities and services, enabling informed decision-making for improvement.
Show less
This offering is available to customers with Impact Guided+ (Platform Governance add-on), Advanced, and Total Packages. It is recommended to complete the TuneUp Your CMDB technical accelerator beforehand to provide relevant platform data table usage insights.
What to Expect
- Maturity Assessment Kickoff Session: Up to 1.5 hours to set expectations, explain the process, and collect necessary data.
- CSDM Overview Coaching Session: Up to 1.5 hours introducing CSDM concepts to ensure participants understand key definitions for accurate assessment.
- Maturity Assessment Questionnaire: Stakeholders independently complete a prebuilt questionnaire grading their organization’s alignment with CSDM in relation to people, processes, and governance.
- Questionnaire Results Analysis: The Impact Squad reviews responses, analyzes gaps, and compiles tailored recommendations and best practices focused on improving CSDM alignment.
- Customer Read-Out Session: Up to 1.5 hours to present and discuss the assessment report, recommendations, and a suggested plan for implementation.
- Optional Follow-up Session: Up to 1 hour for reviewing progress, additional guidance, and resource identification upon customer request.
Customer Roles and Responsibilities
Successful participation requires involvement from various roles to ensure comprehensive input and execution:
- Platform Owner: Oversees ServiceNow platform governance and team alignment.
- ServiceNow and CMDB Administrators: Maintain platform stability and CMDB configuration.
- Process Owners: Define and own business processes implemented in ServiceNow.
- Enterprise Architects: Align technical strategy with business goals and guide IT frameworks.
- CMDB Manager: Manages day-to-day CMDB data integrity and alignment to CSDM.
- Application/Product Owners: Maintain application or product data within ServiceNow.
- Executive Sponsors: Drive vision and governance for ServiceNow engagements.
- Trusted Service Partners: Support with coaching and leading practices.
Customers are asked to complete the CSDM Maturity Assessment questionnaire at least two weeks before the readout session to ensure meaningful analysis and discussion.
Important Notes
- This accelerator does not include a technical review of the CSDM itself.
- ServiceNow does not implement the recommendations; customers are responsible for executing next steps.
This accelerator provides insight into your current alignment to the Common Service Data Model (CSDM) within ServiceNow and related people, process and governance maturity, providing targeted recommendations on the next steps to unlock additional value from the platform.
Accelerator Overview
The Common Service Data Model (CSDM) Maturity Assessment provides Impact customers with prescriptive recommendations based on a structured evaluation completed by key business stakeholders and helps them maximize the value of their ServiceNow investment.
By giving customers, a clear snapshot of their current data management maturity related to the organization's capabilities and services, this accelerator offers targeted next-step guidance across people, processes, governance, and alignment to the ServiceNow common data model.
Package Availability
Prerequisites
Customers are encouraged to complete the TuneUp Your CMDB technical accelerator prior to taking this accelerator to ensure we have targeted information about platform data table usage.
What You Get
- Maturity Assessment Kickoff Session (up to 1.5 hours)
-
- Set expectations on the process and depth of deliverable
- Communicate expectations for customer participation
- Request data and any other inputs
- CSDM Overview Coaching Session (up to 1.5 hours)
- The Impact Squad provides a CSDM introduction covering high-level definitions to ensure that participants have the knowledge to properly assess their organization.
- Maturity Assessment Questionnaire
- Your assessment participants will each be asked to independently fill out a prebuilt CSDM Maturity Assessment Questionnaire that asks them to grade targeted statements to assess gaps and opportunities with their alignment to the CSDM as related to people, process, and governance.
- Questionnaire Results Analysis (time as needed determined by the Impact Squad)
- The Impact Squad performs the following:
- Reviews and analyzes the questionnaire scores
- Compiles tailored recommendations and leading practices
- Provides guidance that will help you improve alignment with the ServiceNow CSDM, enabling you to achieve maximum value from the ServiceNow platform
- Customer read-out session (up to 1.5 hours)
-
- Deliver CSDM Maturity Assessment report
- Review CSDM Maturity Assessment report
- Present the assessment results
- Discuss targeted recommendations
- Provide a suggested plan and resources to help you decide which recommendations to implement
- Follow-up customer session (optional on Customer request– up to 1 hour)
-
- Review Customer progress
- Identify additional resources to achieve Customer goals
- Provide additional guidance on leading practices
Requested Customer Resources
| Customer Resource | Responsibilities | Required | Recommended |
|---|---|---|---|
| Platform Owner | 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 actively involves the overarching governance of the platform. | ✓ | |
| ServiceNow and CMDB Administrator (s) | Responsible for configuring and maintaining the stability and usability of the ServiceNow platform and the CMDB by performing application maintenance, managing support for Cases related to ServiceNow applications and the CMDB, and contributing to ServiceNow software releases by delivering configuration tasks and features. | ✓ | |
| Process Owner(s) | A senior leader within each business unit for each major process or service (for example., incident, change, employee onboarding) and is accountable for the correct and complete definition of each of the processes implemented within the ServiceNow platform. | ✓ | |
| Enterprise Architect(s) | Ensure an organization's technical strategy, align with the goals of the business focusing on technology and processes. Helps guide the IT enterprise through frameworks to design, plan, implement, and govern IT systems. | ✓ | |
| CMDB Manager | Responsible for day-to-day facilitation of the Configuration process and ensure alignment to the ServiceNow CSDM data model. This primary objective of the role is to ensure change to the data in CMDB is controlled and to enable efficient resolution of integrity issues. | ✓ | |
| Application or Product Owner(s) | Responsible for the population and maintenance of their product or application within the ServiceNow platform. They are accountable for the overall health, value, and life cycle of a specific application or product used to deliver a service. | ✓ | |
| Executive Sponsor(s) | Responsible for setting and communicating the vision of the ServiceNow Engagement within the rest of the enterprise. The Executive Sponsor also participates in engagement governance and removes roadblocks to a successful implementation. | ✓ | |
| Trusted Service Partners | Attend ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support customers going forward. | ✓ |
Requested Information / Access
We request that the CSDM Maturity questionnaire is completed by the customer virtually at least two weeks prior to the customer readout session.
Exclusions
- This Impact Accelerator does not include a technical review of CSDM.
- ServiceNow is not responsible for implementing the recommendations made based on the CSDM Maturity Assessment.