Integration Strategy

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 5 minutes to read

    • Guidance on the integration process

    Integration Strategy- Advanced

    This Accelerator provides guidance on the integration process.

    Overview

    Integration Strategy- Advanced provides Impact Customers with leading practices content and advisory guidance on  the  integration  process, including  design considerations, and platform recommended tools as they relate to the ServiceNow Platform.

    What You Get

    Introductory Customer Session (up to 60 min)
    • Set expectations on process and depth of deliverable
    • Communicate expectation for Customer participation
    • Request completion of intake questionnaire, maturity self-assessment, and provide any other requested inputs.
    Customer Current State Working Session (up to 90 mins)
    • Review customer intake and self-assessment
    • Discuss current state of Customer’s integrations
    Customer Review Session (up to 120 mins)
    • Review leading practices content
    • Present Integration Strategy recommendations
    • Discuss possible next steps for execution / measurement
    Integration Strategy Deliverables
    • Integration Strategy Maturity Self-assessment
    • Workshop slides
    • Action planning notes
    • Action planning templates
    Follow-Up Customer Session (optional upon Customer request - up to 60 min)
    • Opportunity for Q&A related to integration strategy
    • Provide additional guidance on leading practices

    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 ServiceNow platform.
    ServiceNow Platform Architect- Required Responsible for Customer’s ServiceNow architecture, planning integration, and designing integration architectures; actively involved in the overarching governance of Customer’s ServiceNow Platform.
    Enterprise Architect Lead- Required Responsible for overall enterprise architecture, strategy, and governance.
    Data Owners- Recommended

    Responsible for data related to an integration.

    Requested Information / Access

    • Existing Integration Strategy Document(s)
    • Enterprise Architecture Concept of Operations or Program Overview document
    • Summary listing of integrations
    • Example documents: Architectural diagram(s), Business process flow model(s), Data model(s), data flow diagram(s).
    • Platform Change Management Concept of Operations or Program Overview document
    • CSDM Foundation Data – summary of tables integrated with external systems, and any customizations related to the Foundation Data tables

    Exceptions

    ServiceNow is not responsible for execution of Customer’s integration strategy.

    Integration Strategy- Total

    Guidance on the integration process

    Overview

    Integration Strategy – Total provides Total Impact Customers with leading practices, content, and prescriptive guidance on  the  integration  strategy, including leading practices and design considerations as they relate to the ServiceNow AI Platform.

    What You Get

    Introductory Customer Session (up to 60 min)
    • Set expectations on process and depth of deliverable
    • Select Offering (Customer may select one Offering within one opportunity, see table below)
    • Communicate expectation for customer participation
    • Request data and other inputs
    Opportunity Offering
    Enterprise Architecture

    How could ServiceNow serve Customer’s enterprise architecture?

    		 Assess both ServiceNow AI Platform and Enterprise Architecture landscape to seek value opportunities for Strategic Integrations
    Review data flows for key processes to understand where opportunities could live for untapped efficiencies and/or better source integration
    Review current and future states to help form a strategic direction that prescribes steps to get from here to there
    ServiceNow AI Platform Integration

    Based on Customer’s current and planned states, how could integrations enhance the planned value gained from ServiceNow?

    		 Assess ServiceNow AI Platform to understand where current state integrations are in place and where there are gaps that could be automated
    Assess state of Foundational Data with recommendations for alignment with leading practices
    Assess current state Data Security policies and standards with recommendations for alignment with leading practices
    Customer Request

    How can ServiceNow help Customer reach optimal value through a specific focus area?

    		 Assess approach for converting an existing integration back to core platform capabilities
    Assess approach for migrating an integration from one vendor to another
    Assess the impact of new release capabilities on an existing integration
    Customer Discovery Working Session (up to 90 minutes)
    • Review Customer-provided data/inputs
    • Discuss current state of Customer’s integrations
    • Schedule date for Scope Definition Working Session
    Customer Scope Definition Working Session (up to 120 minutes)
    • Review guiding principles
    • Review Key Questions
    • Define scope in reference to Customer’s current architecture and current state
    Customer Review Session (up to 90 minutes)
    • Present final Integration Strategy recommendations
    • Discuss possible next steps for execution / measurement
    Integration Strategy Deliverables
    • Workshop slides
    • Action planning notes
    Follow-up Customer Session (optional upon Customer request- up to 60 minutes)
    • Opportunity for Q&A related to integration strategy
    • Provide additional guidance on leading practices

    Requested Customer Resources

    Table 2. 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
    Executive Sponsor- Required Primary strategic contact for ServiceNow
    Platform Administrator- Required Responsible for the day-to-day administration of ServiceNow platform
    ServiceNow AI Platform Architect- Required Responsible for Customer’s ServiceNow architecture, planning integration, and designing integration architectures; actively involved in the overarching governance of Customer’s ServiceNow AI Platform
    Enterprise Architect Lead- Required Responsible for overall enterprise architecture, strategy, and governance
    integration Owners- Required Responsible for integrating systems – data, processes, process automation
    Sr. Functional Service Owners- Required As related to the Accelerator’s scope – responsible for the service(s) that may be integrating with ServiceNow
    Sr. Functional Business Owners- Required As related to the Accelerator’s scope – responsible for the business(es) that may be integrating with ServiceNow

    Requested Information / Access

    • MID Server architecture documentation (if applicable)
    • Customer may be asked to grant the ServiceNow Impact Squad access to Customer’s instance for the purposes of providing the Impact Accelerator during the period of performance
    • Platform Information
      • Platform Implementation Date / Version
      • Work flows Implemented (e.g., IT, Customer, Employee)
      • Application Families implemented
      • Current implementations
    • Enterprise Architecture
      • Organization chart
      • Architecture diagram(s)
      • Network Map(s) / Diagram(s)
      • Integration Map(s)
      • Business Process Flow Model(s)
      • Data Model(s)
      • Data Flow Diagram(s)
      • Data security & Compliance standards
      • Authentication and authorization standards/process
    • Enterprise Architecture Inventory intake (spreadsheet will be provided to Customer; may be substituted with document with similar information)
    • Foundation Data Inventory intake (spreadsheet will be provided to customer; may be substituted with document with similar information)

    Exceptions

    This Accelerator does not include technical troubleshooting of existing integrations, code reviews, technical break/fix, or technical performance improvements.

    ServiceNow is not responsible for execution or measurement of Customer’s integration strategy.