Health Assessment – Advanced
Summarize
Summary of Health Assessment – Advanced
The Health Assessment – Advanced Accelerator is designed for Impact Advanced customers to evaluate and enhance the health of their ServiceNow instance. It provides prescriptive guidance, best practice content, and a technical analysis through a HealthScan scan. The assessment covers key platform health indicators including manageability, performance, security, upgradability, and user experience. This helps customers understand how their instance aligns with leading practices and identify areas for improvement.
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What You Get
- Introductory Customer Session (up to 60 minutes): Sets expectations, reviews current instance state, and requests necessary data.
- Exception Discussion Customer Session (optional, up to 30 minutes): Discusses any exceptions to configure for the HealthScan.
- Health Assessment: Conducted using the ServiceNow HealthScan tool to generate detailed findings.
- Customer Read-out Session (up to 90 minutes): Reviews the Health Assessment Scorecard, explains findings, and discusses prioritization approaches.
- Coaching Session (optional, up to 60 minutes): Provides Q&A and additional guidance on leading practices and scan exceptions.
Customer Responsibilities and Resources
Successful engagement requires involvement from key roles:
- Platform Owner: Oversees the ServiceNow platform and governance.
- Platform Administrator: Maintains platform stability and supports configuration and releases.
- Platform Architect: Aligns platform strategy with organizational standards.
- Enterprise Architect(s), Lead Developer(s), and Application Owner(s): Participate as applicable based on organizational structure and needs.
Information and Access Requirements
Before starting the Accelerator, customers must consent to a HealthScan scan of their ServiceNow instance. They must provide:
- Identification of a non-production instance (preferably a recent production clone) for scanning.
- Details about planned upgrades, clones, and code release schedules.
- Participants for the read-out meeting.
- Optional exceptions to configure for the scan.
Exclusions and Limitations
- This Accelerator is only available to Impact Advanced customers and excludes managed service providers (except internal use), customers requiring security clearance, and those operating domain-separated environments.
- Certain activities are unavailable for self-hosted customers or those not hosted in ServiceNow datacenters.
- The Accelerator does not include design, process, strategy, governance reviews, implementation of changes, or configuration changes within customer instances.
- The assessment is platform-wide and excludes application-specific reviews.
The Health Assessment – Advanced Accelerator provides guidance to measure and improve your ServiceNow instance health.
Overview
Health Assessment- Advanced provides Impact Advanced customers with prescriptive guidance, leading practice content, and a technical analysis of their ServiceNow instance health via a HealthScan scan. Also included is a review of key platform health indicators, such as instance manageability, performance, security, upgradability, and user experience. This Accelerator aims to help you understand how your instance aligns with leading practices and improve your instance health.
What You Get
- Introductory Customer Session (up to 60 minutes)
- Set expectations on process and depth of deliverable
- Review the current state of the customer instance
- Communicate expectations for customer participation
- Request data and any other inputs
- Exception Discussion Customer Session (optional depending on customer need - up to 30 minutes)
- Discuss exceptions to be configured for the scan
- Health Assessment
-
Health assessment using ServiceNow HealthScan
- Customer Read-out Session (up to 90 minutes)
Review of:
- Health Assessment Scorecard
- Detailed Health Assessment findings from the HealthScan scan
- How to interpret Health Assessment scan findings
- Prioritization approaches
- Coaching Session (optional upon customer request – up to 60 minutes)
- Opportunity for Q&A related to HealthScan findings
- Provide additional guidance on leading practices, as needed
- Review findings to potentially identify exceptions to be configured for the next scan
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. |
| Platform Administrator - 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. |
| Platform Architect- Required | Provides a holistic view of the organization’s ServiceNow strategy, processes, and other systems, including any necessary policy or organizational requirements. Helps guide the Platform Owner to align with technical or functional standards. |
| Enterprise Architect(s) - As applicable | 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. |
| Lead Developer(s) - As applicable | Writes code for the ServiceNow platform. |
| Application Owner(s) – As applicable | Owns ServiceNow applications or applications integrated with ServiceNow that are of interest with regard to ServiceNow instance and application health. |
Requested Information / Access
Prior to beginning the Accelerator, you must provide your consent for ServiceNow resources 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.
- Provide read-out meeting participants.
- Optional: Provide any exceptions that you request to be configured for the scan.
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.