Technical Service Offerings with Support Group or Change Group Populated Get Well Playbook Playbook Technical Service Offerings without Support Group or Change Group Populated 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 – Update Support and Change Groups Data Governance Summary Goal of this Playbook Details about this playbook Author Scott Lemm Date 03/14/2021 Addresses HSD # HSD0009404 Applicable ServiceNow Releases Paris, Quebec Prerequisites CMDB and CSDM Data Foundations Dashboards Version 1.3.0 or above Time Required Approximately 1 to 4 hours (depending on your environment) Audience Configuration Manager or Configuration Management teamService OwnerService Portfolio ManagerServiceNow Administrator or Discovery Administrator Problem Overview Technical Service Offerings represent the team responsible for providing the various applications and infrastructure that your Business consumes. Additionally, various metrics such as CSAT, availability, and costing are performed at the Technical Service Offering level. Historically, the management of manual meta data such as Support Group, Change Group (previously known as Assignment Group), and Managed by Group are simultaneously non discoverable and time consuming to maintain on all configuration items. For years, customers have found that using the Technical Service Offering made the management of manual meta data easier. By synching said data onto the configuration items from a Technical Service Offering, a data steward need only worry about dozens or hundreds of Technical Service Offerings instead of thousands or millions of configuration items. Starting with the Quebec release of ServiceNow, the synchronization of Support Group, Change Group (previously known as Assignment Group), and Managed by Group is performed automatically. But to gain value from this configuration management capability, the Technical Service Offering needs Support Group, Change Group (formerly known as Assignment Group), and Managed by Group to be populated. This playbook helps you identify where Technical Service Offerings do not have their Support Group, Change Group (formerly known as Assignment Group), and/or Managed by Group populated and help you correct the absence of data. Executive Summary How this playbook can help you achieve business goals Synchronizing of manual meta data ensures data integrity on the most critical of manual meta data in support of core processes within ServiceNow How this playbook is structured This Playbook will guide you through 3 plays. Play 1 (an analysis play) helps you identify Technical Service Offerings missing Support Group or Change GroupPlay 2 (a fix play) tells you how populate the missing manual meta data.Play 3 (a Data Governance play) lists the guidelines and processes for management of Support Group and Change Group within Technical Service Offerings. Use these guidelines to maintain effective data in your CMDB. Problem Analysis Upstream Causes Transforms are loading Technical Service Offerings but lack data to populate Support Group or Change GroupSupport Group or Change Group are not required attribute on a Technical Service OfferingIntegrations to 3rd party solutions may create Technical Service Offerings, but do not create Support Group or Change Group attributesYou may not be aware that Support Group and Change Group are important attributes on a Technical Service OfferingProcesses may not exist to ensure that Support Group and Change Group are populated on a Technical Service Offering Downstream Consequences Data Consequence Technical Service Offerings without Support Group or Change Group may lead to excessive management of manual meta data on thousands or millions (sometimes billions) of configuration itemsComplete breakdown of the Common Service Data ModelThousands or millions of configuration items with no ability to simply identify the owners, support group, or change groupBusiness decisions made based on incorrect data Operation Consequence Erodes trust in the accuracy of the CMDB. Results in a poor user-experienceIdentifying the appropriate group for Incident and Change will exponentially increase MTTR and MTTEReporting will lack correct data, unable to associate the actionable group to each configuration itemSecurity may not be able to identify proper support in time of an emergency Service Management Consequence Orphaned configuration items requiring mass amounts of FTE to remediateMMTR may be impacted by configuration items missing Support Group Impact on Your Business Missing Support Group and Change Group on a Technical Service Offering may 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.Reduced MMTR when depending on incident routing with ITSMAudit compliance - Unable to properly reflect effective management of configuration items Engagement Questions: Consider answers to these questions: What are the major sources of Support Group and Change Group in your repository?Who maintains your Support Group and Change Group data?Are 3rd party integrations populating your configuration items?Do you import data manually? If so, what process do you use? Does your process include populating your Support Groups and Change Groups? 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 Technical Service Offerings missing Support Group and Change Group data Play Steps Run report to help identify target Technical Service Offerings Play 2: Fix Existing Data What is this play about Populate Support Group and Change Group Play Steps Correct null values for Support Groups and Change Groups 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 Technical Service Offerings are missing Support Group and Change Group 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 Walk tab.Locate the Technical Service Offering without Support or Change Group report to view a list of Technical Service Offering targets On the Performance Analytics report select Show Records A list of Technical Service Offerings without Support Group or Change Group is then displayed Play 2 – Fix Play – Update Support and Change Groups What this Play is about This play tells you how to correct missing Support Group and Change Group on a Technical Service Offering Required tasks View the list of Technical Service Offering targets from the Technical Service Offering without Support or Change Group report. This activity may need to be performed by an admin. Identify the empty Support Group and/or Change Group NOTE: if Support Group and Change Group are not shown in your list view, they may be added from the gear icon Enter the correct Support Group into Support Group and the correct Change Group into Change Group on the list of Technical Service Offerings. Select the green check mark after entering each value. Data Governance What this Play is about This play lists the best practices and processes for managing Support and Change Groups on a Technical Service Offering Required tasks Periodically review the CSDM Data Foundation dashboard report to see if there are any Technical Service Offerings without Support or Change Groups.Establish a Meta Data Owner process that enables Data Stewards to ensure data integrity for Group attributes. Congratulations You have completed this Get Well Playbook.