Health Assessment - Total
Summarize
Summary of Health Assessment - Total
The Health Assessment - Total Accelerator is designed for Impact Total customers to evaluate and enhance the health of their ServiceNow instances. It provides prescriptive guidance, leading practices, and a technical analysis through a HealthScan scan. The assessment reviews critical platform health indicators including instance manageability, performance, security, upgradability, and user experience. This Accelerator helps customers align their instances with best practices to improve overall health.
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What You Get
- Introductory Customer Session (up to 60 minutes): Sets expectations for the process and deliverables, outlines customer participation, and requests necessary data.
- Health Assessment: Execution of a HealthScan scan on the customer’s ServiceNow instance.
- Customer Working Session #1 (up to 120 minutes): Review of detailed HealthScan findings, guidance on interpreting results, and recommendations from a Platform Architect.
- Customer Working Session #2 (up to 120 minutes): Further guidance on leading practices, exception management, and Q&A related to the scan findings.
Requested Customer Resources and Responsibilities
- Platform Owner (Required): Accountable for the ServiceNow platform, providing leadership, governance oversight, and alignment with business strategy and roadmap.
- System Administrators (Required): Maintain platform stability and usability, manage application support cases, and implement configuration tasks related to software releases.
- Enterprise Architects (Recommended): Offer strategic and technical alignment guidance to the Platform Owner, ensuring adherence to organizational standards.
- Developers (Recommended): Responsible for writing code on the ServiceNow platform.
Information and Access Needed
- Customer consent is required to allow ServiceNow to run the HealthScan on the instance.
- Customers must provide an appropriate non-production instance for scanning, ideally a recent production clone or an instance close to production.
- Information about upcoming upgrades, clone schedules, and code releases is requested to contextualize the assessment.
Exclusions and Limitations
- This Accelerator excludes managed service providers (except for internal use), customers needing security clearance, and those operating domain-separated environments.
- Customers not hosted on ServiceNow datacenters or those who do not permit HealthScan execution cannot participate.
- The service does not include design, process, strategy, governance reviews, implementation of recommendations, or configuration changes in any environment.
- The assessment is platform-wide and does not cover application-specific reviews.
Why This Matters
Using the Health Assessment - Total Accelerator enables ServiceNow customers to proactively identify and address platform health risks, align with best practices, and improve performance and security. The structured sessions and expert recommendations empower customers to make informed decisions for maintaining a healthy, stable, and scalable ServiceNow instance.
The Health Assessment - Total Accelerator provides guidance to measure and improve your ServiceNow instance health.
Overview
Health Assessment – Total provides Impact Total customers with prescriptive guidance, leading practices content, and a technical analysis of their ServiceNow instance health via a HealthScan scan. A review of key platform health indicators, such as instance manageability, performance, security, upgradability, and user experience is also included. This Accelerator aims to help you understand how your instance aligns with leading practices and to improve your instance health.
What You Get
- Introductory Customer Session (up to 60 minutes)
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- Set expectations on process and depth of deliverable
- Communicate expectations for customer participation
- Request data and any other inputs
- Health Assessment
- Health Assessment scan using ServiceNow HealthScan
- Customer Working Session #1 (up to 120 minutes)
- Review of:
- Detailed findings from the Health Assessment scan
- How to interpret Health Assessment scan findings
- Platform Architect recommendations
- Customer Working Session #2 (up to 120 minutes)
- Provide additional guidance on leading practices and exception management, as needed
- Opportunity for Q&A related to HealthScan scan findings
Requested Customer Resources
| 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. |
| System Administrators- Required | Maintains the stability and usability of the ServiceNow platform by performing application maintenance, managing support for cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features. |
| Enterprise Architects- Recommended | 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. |
| Developers- Recommended | Writes code for the ServiceNow platform. |
Requested Information / Access
Prior to beginning the Accelerator, you must provide your consent for the ServiceNow systems to scan your instance. You are prompted for consent when you submit your Health Assessment Accelerator request.
We request for you to complete an information gathering questionnaire, including requests for the following:
- Identify the ServiceNow non-production instance to be scanned.
- When you submit your Accelerator request in Impact, you’re prompted to provide a candidate instance to run the HealthScan scan.
- An instance close to production, or optimally, a recent clone of the production instance is recommended.
- Provide your ServiceNow environment information, such as upgrades planned, clones scheduled, and code release schedules.
Customer agreements and terms
For customer agreements and terms, refer to the applicable Impact Accelerator description available at https://www.servicenow.com/legal/servicenow-impact.html.
Exclusions
- This Impact Accelerator is not available to:
- Managed service providers, except for their internal use
- Customers requiring security clearance
- Customers operating a domain-separated environment.
- Certain Impact Accelerator activities may be limited or unavailable for customers in certain restricted environments or to self-hosted customers.
- Certain Impact Accelerator activities will not be available to:
- Customers not hosted in a ServiceNow datacenter.
- Customers that will not allow execution of a HealthScan scan on their instance.
- This Accelerator does not include:
- Reviews of design, process, strategy, or governance.
- The implementation of recommended changes.
- Any configuration changes within the customer's sub-production or production instances.
- Health Assessment is a platform-wide review and excludes application specific reviews.
For Customer Agreements and Terms, refer to the applicable Impact Accelerator Description available at https://www.servicenow.com/legal/servicenow-impact.html