Common Service Data Model (CSDM) Assessment-Application Services (Crawl) - Advanced

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  • Updated May 2, 2024
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    Summary of Common Service Data Model (CSDM) Assessment-Application Services (Crawl) - Advanced

    The Common Service Data Model (CSDM) Assessment for Application Services (Crawl) - Advanced is designed for Impact customers, offering assessment and guidance based on best practices in CSDM related to Application Services and Business Applications. This Accelerator includes interactions with CSDM Subject Matter Experts and tailored content for your organization. It is part of the Impact Advanced package.

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    Key Features

    • Introductory Customer Session: A 120-minute session to discuss the assessment approach, set expectations, and review objectives.
    • Current State Working Session: An assessment of the current state of CSDM Application Services and Business Applications, including a review of leading practices.
    • Recommendation Session: A tailored session to review CSDM best practices and discuss actionable recommendations.
    • Optional Follow-Up Session: An additional session for questions and clarifications regarding the guidance and next steps.

    Key Outcomes

    Through this Accelerator, customers can expect:

    • A clear understanding of their current CSDM maturity level.
    • Personalized recommendations for effective configuration of Application Services and Business Applications.
    • Structured guidance to enhance CSDM implementation across their organization.

    Customer Resources and Responsibilities

    Active participation is required from various roles within the customer organization, including:

    • CSDM Champion/Sponsor: Advocates for CSDM initiatives.
    • Platform Owner: Oversees the ServiceNow platform and governance.
    • Platform Administrator: Manages day-to-day operations of the platform.
    • Enterprise Architect Lead: Guides overall architecture and strategy.
    • CSDM Data Modeler/Manager: Ensures accuracy of the CSDM.
    • Application Owners and Service Owners: Manage respective applications and services.

    Prerequisites

    Customers must complete the Common Service Data Model (CSDM) Assessment - Foundation Data - Advanced Accelerator before engaging in this assessment. Additionally, customers should complete the required assessments and provide necessary documents at least one week prior to the working session.

    Exceptions

    This Accelerator does not cover CMDB assessments, high-level design assistance, or detailed reviews of technical governance processes, among other exclusions.

    This Accelerator provides an assessment and guidance for Common Service Data Model (CSDM) Crawl maturity, including Application Services and Business Applications.

    Overview

    Common Service Data Model Assessment – Application Services (Crawl) - Advanced provides Impact customers with an assessment and guidance based on leading practices related to the CSDM Application Services and Business Applications framework elements. Interactions with  ServiceNow CSDM Subject Matter Experts and personalized content on CSDM for your organization are included.

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

    Note:
    This Accelerator is available for the Impact Advanced package.

    What You Get

    The Accelerator activities are led by your Platform Architect.

    Introductory Customer Session (up to 120 minutes)
    • Review initiative approach and set expectations on process and depth of deliverable
    • Review your objectives for the initiative
    • Communicate expectations for participation
      Note:
      The CSDM Application Services Assessment initiative requires active customer participation, and may require inclusion of a variety of customer roles to address the breadth of the CSDM Application Services and Business Applications support across the organization.
    • High level review of the CSDM framework and basic review of CSDM Application Services and Business Applications (Crawl maturity)
    • Request completion of your intake questionnaire, CSDM Application Services and Business Applications self-assessment, and provide any other requested inputs
    Customer Current State Working Session (up to 120 minutes)
    • Discuss CSDM Application Services and Business Applications current state
    • Review leading practices content
    CSDM Self-Assessment Analysis
    Your Platform Architect reviews and analyzes your intake questionnaire, CSDM self-assessment, and information gathered to prepare recommendations
    Customer Recommendation Session (up to 120 minutes)
    • Review leading practices content
    • Review and discuss your tailored recommendations to enable you to best configure your Application Services and Business Applications
    • 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 the guidance provided and next steps
    CSDM Deliverables
    • Workshop slides
    • CSDM self-assessment on CSDM Application Services and Business Applications
    • Recommended next steps

    Requested Customer Resources

    Table 1. Customer resource and responsibilities
    Customer Resource  Responsibilities 
    CSDM Champion / Sponsor (Required) Executive sponsor advocating for CSDM across the entire organization
    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 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) (Required) Manages ServiceNow application(s) (e.g., ServiceNow HRSD owner).
    Application Service Owner(s) (Required) 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.

    Pre-requisite

    The completion of the Common Service Data Model (CSDM) Assessment - Foundation Data - Advanced Accelerator.

    Requested Information / Access

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