Common Service Data Model (CSDM) Assessment Technical Services (Walk) - Advanced

This Accelerator provides an assessment and guidance for CSDM Walk maturity, including Technical Services and Technical Service Offerings.

Overview

Common Service Data Model Assessment – Technical Services (Walk) - Advanced provides Impact customers with an assessment and guidance based on leading practices related to the CSDM Technical Services and Technical Service Offerings 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 240 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 Technical Services Assessment initiative requires active customer participation, and may require inclusion of a variety of customer roles to address the breadth of the CSDM Technical Services support across your organization.
• High level review of the CSDM framework and review of the basics of CSDM Technical Service Offerings (Walk maturity)
• Request completion of your intake questionnaire, CSDM Technical Services self-assessment, and provide any other requested inputs

Customer Current State Working Session (up to 120 minutes)

• Discuss CSDM Technical Services and Technical Service Offerings 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 from the working session 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 Technical Services Technical Service Offerings
• 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 Technical Services and Technical Service Offerings
• 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.
Technical Service Owner(s) / Manager(s) (Required)	Owns the technical service and offerings (e.g., servers, applications, databases, networks, cloud, data centers). Monitors service performance, drives service changes, keeps service data up to date. Service Owner: Strategic role involved in the ownership of services. Typically this person is at the director-level within IT and has end-to-end accountability for a given service and its offerings through the full life cycle. Not heavily involved in the day-to-day operations of the service. Service Manager: Operational role involved in the management of a service. Typically this person is at the director-level within IT and is responsible for the day-to-day delivery and operation of a service.
CMDB Manager (Optional)	Maintains the accuracy and integrity of the CMDB, works with teams to certify data.
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.
Technical Process Owner(s) (Optional)	Owns the process(es) related to the technical service, or ancillary process. Defines process flow, with emphasis on those processes that are defining the technical service.
Technical Service Portfolio Owner / Manager (Optional)	Oversees a portfolio of services. Monitors performance of entire portfolio. Portfolio Owner has overall authority, typically at the CIO level. Portfolio Manager is the operational role involved with the overall administration of a portfolio.
Application Owner(s) (Optional)	For application portfolio management purposes, owns the application that underpins the technical service. Owns the application in the CSDM Design domain (Enterprise Architecture).

Pre-requisites

Completion of the following Accelerators:

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

Requested Information / Access

• CSDM Assessment Intake Questionnaire and CSDM Technical Services 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 Maps, 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, Business Services, Technical Services, or Service Portfolios
• Designing your Services model or design review of your Services model
• Designing your Catalog (e.g., hierarchy, taxonomy) or design review of your Catalog
• Technical troubleshooting of current implementation of CSDM framework
• CSDM technical remediation
• Service Mapping troubleshooting
• Detailed review of technical governance processes