CaskServiceNow Platform Governance Survey

This survey includes 12 questions that should take you less than 5 minutes to complete. Please select the answer that best fits your organization or situation.

The survey is based on Cask's "Platform Governance Framework for Success" and is intended to help organizations get on the right path to increase the value of ServiceNow.

As an outcome, you will receive your Maturity Rating and a brief description of what that means. In addition, you will receive an email with a link to the "7 Dimensions of Platform Governance" and an Executive Summary based on the aggregate score of the hundreds of companies that are participating in this survey.

Question Title

* 1. What is your role in the organization?

Executive (CIO / VP)

Security / Risk / Compliance

Office of the CIO / Architecture / PMO

Application / Development

Infrastructure

Service Desk / Operations

Other (please specify)

Question Title

* 2. What industry is your organization in?

Banking and Securities

Communications, Media and Services

Education

Government

Healthcare

Insurance

Manufacturing and Natural Resources

Retail

Transportation

Utilities

Wholesale Trade

Other (please specify)

Question Title

* 3. How do your Business Partners/Customers work with your organization to forecast and manage ServiceNow platform demand?

a. We have a well-defined process that incorporates business strategies and are considered equal partners in their business planning and forecasting.

b. We have a good relationship with most business partners and typically anticipate what they need.

c. We're not actively engaged in business planning activities and often get their request at the last minute.

d. We are tactically focused on managing the platform and do our best to support their needs.

Question Title

* 4. How do you communicate the value of the ServiceNow platform to your customers and end-users?

a. We actively communicate the business value and benefits of the platform to our customers.

b. We have regular dialog about platform capabilities and try to explain the benefits and how we support their business activity.

c. We don't always understand what our customers' needs are and have a hard time explaining how the platform benefits them.

d. We are tactically focused on managing the platform and do not regularly engage with customers to communicate the value of ServiceNow.

Question Title

* 5. How do your internal and/or external customers perceive the ServiceNow platform?

a. We have a modern portal that extends across our enterprise that our customers are very happy with.

b. We have started to leverage a self-service portal, which has been well received and we are looking for opportunities to expand.

c. We have a catalog of services, but get complaints that the user experience is not intuitive and we aren't responsive to their needs.

d. We are focused on IT users who generally like ServiceNow, but ask for more intuitive and efficient workflows to manage their work.

Question Title

* 6. How do you track and manage ServiceNow platform costs to demonstrate value to your customers?

a. We track platform delivery costs and bill or “show back” to customers, based on what they use.

b. We track costs using a cost model with allocations that are not always well received by our customers.

c. We track costs using spreadsheets and manual calculations that frequently change and are hard to defend.

d. We track costs at the GL/Cost Center level and do the best we can to manage expectations.

Question Title

* 7. How do you prioritize ServiceNow platform enhancements?

a. We have an enterprise demand and planning process that includes creating business cases that provide insight into business priorities and organizational value.

b. We have an IT demand process that is segmented by business/capability area, which makes it hard to prioritize needs across the enterprise.

c. We have a demand intake process, but struggle to make good investment decisions.

d. Demand is managed in spreadsheets and it is hard to quantify and qualify work to meet the needs of the organization.

Question Title

* 8. How do you support routine issues and low effort work requests in ServiceNow?

a. We use a request catalog for routine issues and have people trained to handle low effort requests. We track issue responsiveness and resolution times and are trending positive.

b. We use a general service request that routes requests to our ServiceNow support team, but they get overwhelmed if additional work is needed by our ServiceNow developers.

c. Customers are routed to our ServiceNow support team for simple issues and other requests get put in a queue. Our work backlog has been getting longer and customers have been complaining.

d. We are unable to keep up with demand and have a large backlog of issues.

Question Title

* 9. How do you determine where to make ServiceNow platform investments?

a. We have a strategic roadmap vetted through a governance process that makes investments based on business priorities and organizational value.

b. We have a defined IT planning process to fund enhancements based on a platform strategy developed by IT with input from our business partners.

c. We develop a technology plan and work with the Finance department to negotiate funding and budgeting needs, but many requests go unfunded.

d. We do the best we can with what we're given. Our budget is based largely on allocations from the businesses or agencies we support.

Question Title

* 10. How do you keep the CMDB accurate and complete to support existing and future capabilities?

a. We have a strong configuration management process including data governance with federated ownership of data across the enterprise that keeps our data accurate and complete.

b. We have a configuration management process and track CMDB health, but struggle to manage data that is out of our control.

c. We have a team of analysts that do their best to manage the CMDB, but struggle to keep up with changes and maintain data quality.

d. We have initiated projects to get the CMDB under control a number of times, but always end up with stale and incomplete data once the initiative is over.

Question Title

* 11. How do you maintain good platform hygiene and stay current on the upgrade path?

a. We follow a defined set of platform policies and standards that helps reduce the time and costs to stay current on the upgrade path.

b. We are familiar with platform hygiene best practices and have a set of guidelines, but don't always follow them leading to increased complexity and cost.

c. We struggle to stay current on the upgrade path. We do the best we can to follow platform hygiene best practices, but lack the resources and architectural skills to consistently follow them.

d. We are more than 2 versions behind on the upgrade path due to past customizations that require significant configuration updates and regression testing.

Question Title

* 12. What are your biggest challenges with the ServiceNow Platform (check all that apply)

a. Our CMDB is immature, limiting our ability to get the intended value of the platform.

b. We struggle managing our platform and demonstrating value to our customers.

c. We lack architectural and administration skills to support ServiceNow.

d. We don't have a modern experience that resonates with our customers and/or employees

e. We lack a transformational approach and program to leverage ServiceNow as part of our digital strategy.

f. We lack modern video communications to train and develop employees across a variety of areas.

Other (please describe)