Named Product Models with Product Owners Get Well Playbook Named Product Models without Product Owners A step-by-step guide to analyze and remediate CMDB Data Table of Contents Summary Goal of this Playbook Audience Problem Overview Executive Summary How this playbook can help you achieve business goals How this playbook is structured Problem Analysis Upstream Causes Downstream Consequences Impact on Your Business Engagement Questions Remediation Plays Summary Play 1: Analysis Play 2: Fix Play Data Governance Summary Goal of this Playbook Details about this playbook Author Scott Lemm Date 03/14/2021 Addresses HSD # HSD0008797 Applicable ServiceNow Releases All Releases Prerequisites CMDB and CSDM Data Foundations Dashboards Version 1.2.0 or above Time Required Approximately 1 to 4 hours (depending on your environment) Audience Configuration Manager or Configuration Management teamServiceNow AdminCI OwnerITAM – Model Manager Problem Overview Product Models provide Product Owners the ability to oversee their product portfolio life cycles as these model objects are referenced throughout the platform. In many cases, a configuration item provides critical details about a product in either design, build, or operational life cycles. A configuration item that identifies its product model yet said product model is absent an owner may result in increased financal and security risk. If the Product Model does not have an owner, then there is no accountability of products in the face of financial and security risk. This playbook helps you identify those names product models utilized on configuration items in the CMDB that have no product owner. Executive Summary How this playbook can help you achieve business goals Named Product Models with Product Owners provide capability to mitigat risk, reduce costs and rationalize product use. How this playbook is structured This Playbook will guide you through 3 plays. Play 1 (an analysis play) helps you identify which configuration items in the CMDB have named Product Models with no Product Owner.Play 2 (a fix play) tells you how to populate Product Owner on a Product Model.Play 3 (a Data Governance play) lists the guidelines and processes for Product Owner management on Product Models. Use these guidelines to maintain effective data in your CMDB. Problem Analysis Upstream Causes Transforms are loading configuration items with Product Model references but these transforms lack the Product Owner data for the Product ModelProduct Owner is not a required attribute on a Product ModelDiscovery may create a Product Model when a new model is discovered, but can not discover manual meta data such as ownershipIntegrations to 3rd party discovery solutions may create a Product Model when a new model is discovered, but can not discover manual meta data such as ownershipYou may not be aware that Product Owners are an important attribute on a Product ModelProcesses may not exist to ensure Product Owners are populated on Product Models. Downstream Consequences Data Consequence Product owners will not be aware of life cycle activity despite a Product Model referenced on a configuration itemBusiness decisions made based on incorrect data Operation Consequence Erodes trust in the accuracy of the CMDB. Results in a poor user-experienceProcesses that rely on notification and risk mititgation to product owners will not functionReporting will lack correct data, unble to associate Product Owners to the products they manageProduct owners may be unware their Products are at risk App Consequence Product costing data may not reach product managementProduct rationalization will not functionProduct risk may not be quickly mitigated Impact on Your Business Missing Product Owners on Product Models affect the following areas of your business A poor User Experience (internal & external) making Work harder than it needs to be.Erosion of CMDB trust accompanied with a general lack of adoption & enthusiasm.Security - Unable to display knowledge of risks for Product OwnersAudit compliance - Unable to show total costs Engagement Questions: Consider answers to these questions: What are the major sources of Produt Models in your repository?Who maintains your Product Model data?Are 3rd party integrations populating your Product Models?Do you import data manually? If so, what process do you use? Does your process include populating Product Owners? Remediation Plays SummaryThe table below lists and summarizes each of the remediation plays in the playbook. Details are included later. Play Name Play 1: Analysis What is this play about Identify which named Product Models in your CMDB do not have Product Owners Play Steps Run report to help identify target CIs Play 2: Fix Existing Data What is this play about Populate correct Product Owner Play Steps Add correct Product Owner from the form view Play 3: Data Governance What is this play about Helps you establish standard operating procedures, as well as periodic data certification Play Steps Provides detailed advice, best practices and data audit instructions Play 1 - Analysis What this Play is about Identify which named Product Models in your CMDB do not have Product Owners Required tasks Install CMDB and CSDM Data Foundations Dashboard from the ServiceNow App Store.Navigate to the CSDM Data Foundations Dashboard module in the left navigation menu.Select the Foundation tab.Select the Named Product Models without Product Owners report to view a Performance Analytics report of named Product Models without Product Owners. On the Performance Analytics report select Show Records to display the named Product Models without Product Owners. A list of named Product Models without Product Owners is then displayed Play 2 – Fix Play – Populate Product Owner What this Play is about This play tells you how to add a Product Owner on a Product Model Required tasks Open a Product Model from the Named Product Model without Product Owner report. This activity may need to be performed by a Model Manager. Identify the empty Product Owner attribute Enter the correct Product Owner into Owner on the Product Model form and select Update Data Governance What this Play is about This play lists the best practices and processes for named Product Models without Product Owners Required tasks Periodically review the CSDM Data Foundation dashboard report to see if there are any named Product Models without Product Owners.Establish a Product Owner process within IT Asset Management that enables Model Managers to ensure data integrity for Product Owners Congratulations You have completed this Get Well Playbook.