CSDM Maturity Assessment
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.
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)
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- 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)
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- 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)
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- 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.