Common Service Data Model (CSDM) Assessment - Foundation Data - Advanced

This Accelerator provides guidance to assess and improve the Foundation Data that is part of your CSDM framework.

Overview

The Common Service Data Model Assessment - Foundation Data - Advanced Accelerator provides Impact Customers with leading practices content and prescriptive guidance on the CSDM - Foundation Data and how it supports processes within the ServiceNow Platform. Interactions with ServiceNow CSDM Subject Matter Experts and personalized content on CSDM for the Customer’s organization are included.

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

Note:

This Accelerator is available in the Advanced package.

What You Get

Introductory Customer Session (up to 120 minutes)

• Review initiative approach and set expectations on process and depth of deliverable
• Review customer’s objectives for the initiative
• Communicate expectation for Customer participation
  Note:

  The CSDM - Foundation Data Assessment initiative requires active customer participation, and may require inclusion of a variety of customer roles to address the breadth of the CSDM Foundation Data’s application across the organization.
• Review CSDM basics and CSDM - Foundation Data basics
• Request completion of intake questionnaire, CSDM Foundation Data self-assessment, and provide any other requested inputs

Customer Current State Working Session (up to 120 minutes)

• Discuss CSDM - Foundation Data current state
• Review leading practices content

CSDM Foundation Data Analysis

Platform Architect reviews and analyzes customer’s intake questionnaire and CSDM Foundation Data Self-Assessment and prepares recommendations

Customer Recommendation Session (up to 120 minutes)

• Review leading practices content
• Present CSDM - Foundation Data recommendations
• 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 CSDM - Foundation Data
• Provide additional guidance on leading practices

CSDM Deliverables

• Workshop slides
• CSDM - Foundation Data Self-Assessment
• Recommended next steps

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 ServiceNow platform.
Enterprise Architect Lead (Required)	Responsible for overall enterprise architecture, strategy, and governance.
CSDM Champion / Sponsor (Required)	Executive sponsor advocating for CSDM across the entire organization
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) (Optional)	Manages ServiceNow application(s) (e.g., ServiceNow HRSD owner).
Application Service Owner(s) (Optional)	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.

Requested Information / Access

• CSDM Assessment Intake Questionnaire and CSDM - Foundation Data Self-assessment completed by Customer at least 1 week in advance of Customer Working Session (to be provided by the ServiceNow team)
• Current CSDM Data Model
• Impact materials such as 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.)
• Assessing CSDM Application Services, Business Services, Technical Services, Portfolio
• Detailed CSDM model design review
• Technical troubleshooting of current implementation of CSDM framework
• Assessing CSDM Application Services, Business Services, Technical Services, Portfolio
• CSDM technical remediation
• Service Mapping troubleshooting
• Detailed review of technical governance processes