Asset Demo Data should not be present Product Success Playbook Asset Demo Data should not be presentA step-by-step guide to analyze and remediate Asset 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: Review your data Play 2: Fix Play Data Governance Summary Goal of this Playbook This playbook helps you identify and remediate Demo Data in your operational instance. Details about this playbook Author Emir Eminovic Reviewer Bibu Elias Punnachalil Date 04/24/2023 Addresses HSD # HSD0012271 Applicable ServiceNow Releases All Family Releases Prerequisites Base Asset Management (ITAM) Time Required Approximately 1 to 4 hours (depending on your environment) Audience Configuration Manager or Configuration Management teamAsset ManagerServiceNow Administrator Problem Overview Demo Data can be installed with each Module (plugin) to provide some demonstration of the functionality of the application. This is usually done in a sandbox or a Personal Developer Instance, while initially installing and configuring the Application. This Data should not be installed in any Production system, as it will not be used in your workflows. Executive Summary How this playbook can help you achieve business goals Demo Data can be confusing to your end users, resulting in lost trust in your NOW implementation and Data Quality practice. How this playbook is structured This playbook contains a section to check for ServiceNow Demo Data in your Instance. The next play focuses on removal of the Demo Data. Some best practices to prevent re-occurrence of this issue are available in the Data Governance section. Problem Analysis Upstream Causes Admin checked Install Demo Data checkbox when installing the pluginDeveloper enabled Demo Data to validate Module functionalityDemo Data was migrated up from a lower environment Downstream Consequences Data Consequence Data Appears inaccurate to your users Operation Consequence Users may select Demo Accounts to be used in workflows App Consequence Incorrect reporting Impact on Your Business Audit Compliance System IntegritySecurity Process Automation Data Accuracy Engagement Questions: Consider the answers to these questions: Do all plugins get installed with Demo Data?Who installed the plugin?Who reviewed/tested the module?Who governs the Data periodically? Remediation Plays SummaryThe table below lists and summarizes each of the remediation plays in the playbook. Details are included later. Play Name Review your data What this play is about In this play we will look for any Demo Data that may be present Required tasks Perform search on common tables Fix Plays What this play is about In this play we will request a Change from NOW Support to remove installed Demo Data Required tasks Follow the steps outlined in the KB Article to remove the records Data Governance What this play is about This play focuses on preventing additional Demo Data to be installed Required tasks Periodically repeat the checks provided in this playbook Play 1 - Review your data What this Play is about In this play we will look for any Demo Data records in common tables Required tasks Navigate to Hardware (alm_hardware.list) and apply the following filter Display name STARTS WITH P1000226 (display_nameSTARTSWITHP1000226) If there is a result, then we have found evidence of Demo Data, click on the record to review it in further detail, as the demo record will also have the following references to Demo records: Configuration Item is *ANNIE-IBM (CI Demo Data is loaded)Assigned to is Annie Approver (User Demo data is loaded)Location is 815 E Street, San Diego,CA or similar (Location Demo Data is loaded)Company is ACME North America (Location Demo Data is loaded)Review related records lists for additional Demo Data It is possible that the records are there, however have been made invisible to the end users via Lifecycle status codes, such as inactive or retired. It is still recommended to remove this data from your system.If the previous record has not been found, proceed to the following checks: Computer Table (cmdb_ci_computer) Name IS *ANNIE-IBM (CI Demo Data is loaded) User Table (sys_user) User Id IS annie.approver (User Demo data is loaded) Location Table (cmn_location) Name IS 815 E Street, San Diego,CA or similar (Location Demo Data is loaded) Company Table (core_company) Name IS ACME North America (Location Demo Data is loaded) Check any other tables you may suspect to have Demo Data Play 2 - Fix Play What this Play is about ServiceNow has created an automated workflow to support the demo data removal process for an instance. It is strongly encouraged that demo data removal on production be successfully verified on a sub-production instance that is a recent clone of the production instance. Validate that the automation did not have any side effects on your data before moving to the next environment. Required tasks Follow instructions in KB0550107 Data Governance What this Play is about Set up periodic checks to ensure there is no Demo Data in your instance in production. Additionally, establish a review process on plugin installations that ensures demo data is not installed with them. Required tasks Repeat Play 1 periodicallyRepeat Play 1 after installing any new pluginRepeat Play 1 after any Cloning and Upgrade exercise Congratulations You have completed this Product Success Playbook.