Common Service Data Model (CSDM) Assessment-Application Services (Crawl) - Advanced

This Accelerator provides an assessment and guidance for Common Service Data Model (CSDM) Crawl maturity, including Application Services and Business Applications.

Overview

Common Service Data Model Assessment – Application Services (Crawl) - Advanced provides Impact customers with an assessment and guidance based on leading practices related to the CSDM Application Services and Business Applications framework elements. Interactions with  ServiceNow CSDM Subject Matter Experts and personalized content on CSDM for your organization are included.

For more information on the CSDM, see Common Service Data Model.

Note:

This Accelerator is available for the Impact Advanced package.

What You Get

The Accelerator activities are led by your Platform Architect.

Introductory Customer Session (up to 120 minutes)

• Review initiative approach and set expectations on process and depth of deliverable
• Review your objectives for the initiative
• Communicate expectations for participation
  Note:

  The CSDM Application Services Assessment initiative requires active customer participation, and may require inclusion of a variety of customer roles to address the breadth of the CSDM Application Services and Business Applications support across the organization.
• High level review of the CSDM framework and basic review of CSDM Application Services and Business Applications (Crawl maturity)
• Request completion of your intake questionnaire, CSDM Application Services and Business Applications self-assessment, and provide any other requested inputs

Customer Current State Working Session (up to 120 minutes)

• Discuss CSDM Application Services and Business Applications current state
• Review leading practices content

CSDM Self-Assessment Analysis

Your Platform Architect reviews and analyzes your intake questionnaire, CSDM self-assessment, and information gathered to prepare recommendations

Customer Recommendation Session (up to 120 minutes)

• Review leading practices content
• Review and discuss your tailored recommendations to enable you to best configure your Application Services and Business Applications
• Discuss possible next steps for execution and measurement

Follow-up Customer Session (optional upon Customer request (up to 60 minutes)

Opportunity for Questions and Answers related to the guidance provided and next steps

CSDM Deliverables

• Workshop slides
• CSDM self-assessment on CSDM Application Services and Business Applications
• Recommended next steps

Requested Customer Resources

Table 1. Customer resource and responsibilities

Customer Resource	Responsibilities
CSDM Champion / Sponsor (Required)	Executive sponsor advocating for CSDM across the entire organization
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 ServiceNow platform.
Enterprise Architect Lead (Required)	Responsible for overall enterprise architecture, strategy, and governance.
CSDM Data Modeler / Manager (Required)	Maintains the accuracy and integrity of the CSDM, works with teams to certify data.
CMDB Manager (Required)	Maintains the accuracy and integrity of the CMDB, works with teams to certify data
Application Owner(s) (Required)	Manages ServiceNow application(s) (e.g., ServiceNow HRSD owner).
Application Service Owner(s) (Required)	Manages all applications across a given division (e.g., Incident management or HR application owner).
Process Owner(s) (Optional)	Owns the process(es) related to the service, or ancillary process. Defines process flow(e.g., ancillary processes such as: ITSM incident management, ITSM change management, HR employee onboarding, or Customer Service Management requests.)
Service Owner(s) (Optional)	Owns service. Monitors service performance, drives service changes, keeps service data up to date for those services that directly own foundational data like Human Resources, Customer Service Management, Financial Services, Field Services, or Facilities.
Technical Governance Board Lead (Optional)	Leads the technical governance board that establishes policies and procedures for data, security, development, change, and release.
Security Administrator (Optional)	Responsible for installing, administering, troubleshooting security capabilities and configuration that complies with Technical Governance guidance. Promotes adherence to security policies and procedures.
Master Service Provider/Vendor Lead (Optional)	Include if customer is using a 3rd party development partner, and that partner is involved in design and/or development of applications and/or services leveraging CSDM framework capabilities.

Pre-requisite

The completion of the Common Service Data Model (CSDM) Assessment - Foundation Data - Advanced Accelerator.

Requested Information / Access

• CSDM Assessment Intake Questionnaire and CSDM Application Services and Business Applications Self-Assessment completed by the Customer at least one week in advance of the Customer Working Session (to be provided by the ServiceNow team)
• Current CSDM Data Model
• Impact materials, such as the Customer Impact Plan, Architecture Blueprint,Objectives and outcomes, Capabilities Map, and Product Adoption Roadmap

Exceptions

This Accelerator does not include the following:

• CMDB assessment
• Discoverable Configuration Items (e.g., servers, mobile devices, software, etc.)
• High level CSDM model design assistance
• Detailed CSDM model design review
• Assessing CSDM Foundation Data
• Assessing CSDM Business Services, Technical Services, or Portfolio
• Technical troubleshooting of current implementation of CSDM framework
• CSDM technical remediation
• Service Mapping troubleshooting
• Detailed review of technical governance processes