Data Management and Governance

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 3 minutes to read
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    Summary of Data Management and Governance

    The Data Management and Governance Accelerator helps Impact Customers enhance their data management and governance practices within their ServiceNow implementations. It includes a self-assessment, best practice guidance, and advisory support to ensure high data quality. This Accelerator is available in the Advanced and Total packages.

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    Key Features

    • Introductory Customer Session: A 60-minute session covering the five pillars of data management: Data Architecture, Data Security, Data Quality, Data Operations, and Data Governance. It sets expectations for participation and requests necessary inputs.
    • Current State Working Session: A 120-minute review of the customer’s data management practices based on the intake questionnaire and self-assessment.
    • Review Session: A 120-minute session presenting recommendations, leading practices, and discussing next steps.
    • Optional Follow-up Q&A Session: Up to 60 minutes for further questions regarding data management and governance.

    Deliverables

    • Data Management Self-assessment
    • Workshop slides
    • Action planning notes and templates

    Requested Customer Resources

    Key roles and responsibilities include:

    • Platform Owner: Oversees the ServiceNow platform alignment with business strategy.
    • Platform Administrator: Manages day-to-day operations of the platform.
    • ServiceNow Platform Architect: Guides overall architecture and governance.
    • Data Manager: Maintains ServiceNow data management.
    • Security Roles: Ensure compliance with security policies.
    • Compliance Officer: Manages risk and audit procedures.
    • CMDB Manager: Ensures the integrity of configuration data.

    Exclusions

    The Accelerator does not include hands-on technical assistance with data configuration, customization, or troubleshooting, nor does it cover non-production environments.

    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