Resilience metrics
Summarize
Summary of Resilience metrics
The Operational Resilience Workspace provides a centralized landing page where ServiceNow customers can monitor resilience metrics for services, business services, and organizational pillars. This workspace is designed to help organizations track operational status, completed activities, red flags, and improvement suggestions, enabling better management of resilience efforts across your enterprise services.
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Key Features
- Services Overview Tab: Displays the status and resilience metrics of services using the Service (CMDB) Main node configuration, including operational status and risk indicators.
- Business Services Overview Tab: Shows resilience metrics for business services based on the OpRes with CSDM header Main node configuration, including operational status and improvement suggestions.
- Pillars Overview Tab: Provides status and metrics for organizational pillars to help assess resilience at a higher level.
- Tab Customization: Administrators or UI Builder admins can configure visibility of Services or Business Services overview tabs based on organizational requirements.
- Third-party Risk Management (TPRM) Integration: Enables tracking of third-party risk assessments as red flags within Operational Resilience reports when certain risk conditions are met (e.g., very high risk rating and valid assessment state). This integration allows seamless navigation between Operational Resilience and Vendor Management Workspace.
- Role-Based Access: Access to risk red flags and related lists depends on whether TPRM is installed and user roles assigned. If TPRM is installed, users with the TPRM viewer role can view TPRM red flags without needing IRM roles.
- Role-Specific Reporting: Different reports are available on the landing page tailored for BCM Professional and IRM Professional users, with clearly defined roles required to create, manage, or participate in resilience activities.
Practical Implications for ServiceNow Customers
- Use the workspace landing page to get a consolidated view of resilience metrics across your services and business services, enabling quick identification of areas needing attention.
- Customize the workspace view by showing or hiding the Services or Business Services overview tabs to align with your organizational structure and data setup.
- Leverage TPRM integration to monitor third-party risks within your operational resilience framework, ensuring comprehensive risk management.
- Assign appropriate roles to users based on their involvement with BCM or IRM activities to control access to reports and operational resilience functions effectively.
You can view resilience metrics for services or business services, and pillars on the landing page of the Operational Resilience Workspace.
Services, Business services, and Pillars overview
The landing page displays a summary of the resilience metrics for the services or business services and pillars.
- Services overview tab—Displays an overview of the status of the services in your organization. The Service (CMDB) Main node configuration fetches service-related data. Resilience metrics for the services, including their operational status, completed activities, red flags, and suggestions for improvements, are displayed on this tab. For information on the resilience metric displayed on the Services overview tab, see Services overview tab.
- Business services overview tab—Displays the status of the business services in your organization. The Opres with CSDM header Main node configuration sets up the business services-related data. Resilience metrics for the business services, including their operational status, completed activities, red flags, and suggestions for improvements, are displayed on this tab. For information on the resilience metric displayed on the Business services overview tab, see Business services overview tab.
- Pillars overview tab—Displays the status and metrics of the pillars in your organization. For information on the resilience metric displayed on the Pillars overview tab, see Pillars overview tab.
Existing customers typically use the Service (CMDB) Main node configuration, while new customers use the OpRes with CSDM header Main node configuration. Depending on the setup done by your administrator, either the Services overview or the Business services overview tab, is shown on the landing page.
Administrators or UI Builder administrators can show or hide these tabs from the Workspace view based on organizational needs. For information on how to display or hide either the Services overview or Business services overview tab, see Show Business services overview tab in Workspace view.
Third-party Risk Management (TPRM) integration
Starting with Operational Resilience, release 21.0.x, you can track third-party risk assessments as red flags in the Operational Resilience reports and the overview pages for business services, service offerings, and business processes.
- The risk rating is Very High (using the overridden risk rating if applicable).
- The risk rating is valid beyond the current date.
- The state is one of the following: Generating observations, Responses received, or Finalizing with third party.
- The risk assessment applies to either the Company or an engagement.
To view Related lists and Red flags data in the Operational Resilience Workspace, you must have appropriate user roles as explained in this section.
- TPRM is not installed
- If TPRM is not installed, Operational Resilience users cannot access risk red flags without the IRM roles.
- TPRM is installed
- However, if TPRM is installed, Operational Resilience users can access both risk red flags and Third-party Risk Management red flags because they are assigned the TPRM viewer role. The TPRM viewer role includes risk viewer capabilities, thus eliminating the need for IRM roles.
For information on the roles required to view the related lists and red flags data, see the "Roles to view related lists and red flags data" table in the Create New Service form page.
Displaying reports for different user roles
Separate reports are displayed in the Operational Resilience Workspace landing page for BCM Professional and IRM Professional users.
Enhanced roles for accessing the reports
The roles installed with Operational Resilience now contain the relationship for BCM Professional and IRM Professional users.
All Operational Resilience users can access general reports on the landing page.
The roles required to access the BCM and IRM reports in the Operational Resilience Workspace are explained in the following table.
| Type of reports | Required roles | Information | Contains |
|---|---|---|---|
| BCM reports | sn_oper_res.bcm_opres_admin | Users with this role can create and delete both operational resilience activities and BCM activities. |
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| sn_oper_res.bcm_opres_manager | Users with this role can create both operational resilience activities and BCM activities. |
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| sn_oper_res.bcm_opres_user | Users with this role can participate in both operational resilience activities and BCM activities. |
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| IRM reports | sn_oper_res.irm_opres_admin | Users with this role can create and delete both operational resilience activities and IRM activities. |
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| sn_oper_res.irm_opres_manager | Users with this role can create both operational resilience activities and IRM activities. |
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| sn_oper_res.irm_opres_user | Users with this role can participate in both operational resilience activities and IRM activities. |
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