Data Management and Governance

This Accelerator provides insights and guidance to assess and improve your data management and data governance practices.

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.

Note:

This Accelerator is available in Advanced and Total packages.

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.)

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

Table 1. Customer resource and responsibilities

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 Common Service Data Model (CSDM) Assessment - Foundation Data - Advanced Accelerator)
• Define your data and integrations with external systems or applications
• Assess or troubleshoot your data integrations