Data Management and Governance

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Data Management and Governance

    The Data Management and Governance Accelerator, available in the Advanced and Total packages, helps ServiceNow Impact Customers evaluate and enhance their data management and governance practices. It focuses on achieving high data quality within your ServiceNow implementation by providing a structured self-assessment, leading practices, and advisory guidance centered on five key pillars: Data Architecture, Data Security, Data Quality, Data Operations, and Data Governance.

    Show full answer Show less

    Customer Engagement and Deliverables

    • Introductory Customer Session (up to 60 minutes): Introduces the five pillars of data management, sets expectations for the process and deliverables, and requests completion of an intake questionnaire and self-assessment.
    • Customer Current State Working Session (up to 120 minutes): Reviews the completed intake questionnaire and self-assessment to discuss the current state of data management and governance practices.
    • Customer Review Session (up to 120 minutes): Presents recommendations and leading practices, discusses next steps for execution and measurement.
    • Follow-up Customer Session (optional, up to 60 minutes): Provides a Q&A opportunity related to data management and governance guidance.

    Deliverables include workshop slides for the self-assessment, action planning notes, and templates to support your improvement initiatives.

    Customer Roles and Responsibilities

    Successful engagement requires involvement from specific roles to ensure comprehensive governance and management of ServiceNow data:

    • Platform Owner: Oversees platform accountability and governance alignment.
    • Platform Administrator: Manages day-to-day platform administration.
    • ServiceNow Platform Architect: Leads platform architecture, strategy, and governance.
    • Enterprise Architect(s): Aligns broader organizational strategy and standards.
    • Data Manager and Foundational Data Manager: Manage overall and foundational data sets respectively.
    • Security Representatives (CISO and Security Administrator): Ensure adherence to security policies and technical governance.
    • Compliance and Audit Officer: Handles compliance and risk management.
    • Recommended Roles: CMDB Manager and Data Owners support specific data and configuration accuracy.

    Required Customer Information and Access

    To facilitate the assessment, customers need to provide documentation and access related to:

    • Data architecture and models (logical data model, data dictionary)
    • Information needs, reporting needs, data categorization, and data sources matrices
    • RACI for data management
    • Impact-related materials such as architecture blueprints and product adoption roadmaps

    Scope and Exclusions

    This Accelerator focuses on advisory and assessment activities and does not include:

    • Data escalation remediation or hands-on technical support for data configuration/customization
    • Coverage for non-production environments such as development, test, or UAT
    • Defining or documenting data strategy, data design, or data architecture
    • Assessing or troubleshooting CMDB or CSDM implementations (other specialized Accelerators are recommended)
    • Assessing or troubleshooting data integrations or defining integrations with external systems

    By leveraging this Accelerator, ServiceNow customers can systematically evaluate their current data management and governance maturity, receive actionable recommendations aligned with industry best practices, and plan for improvements to ensure high-quality, compliant, and well-governed data within their ServiceNow platform.

    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, Value Blueprint, 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