Category 1 of 3
Foundation Integrity
Can anything built on this be trusted?
C1.1
Question 1 of 11
Do you require a Configuration Item (CI) to be attached at incident creation?
Based on 47 assessments: 68% of "No" responses correlate with failed automation deployments
C1.2
Question 2 of 11
Do you trust your CMDB data enough to make operational decisions without secondary verification?
Vendor assessments skip this question. It exposes implementation gaps.
C1.3
Question 3 of 11
Is your CMDB governed by a single authority, or do multiple teams or sources maintain overlapping data?
Multi-source CMDBs drift 23% per quarter without reconciliation
C4.1
Validation Check • Question 4 of 11
Do teams actively build or run automations that rely on CMDB data today?
Cross-checks stated trust versus actual automation dependency
Category 2 of 3
Operational Cohesion
Do your workflows reinforce each other?
C2.1
Question 5 of 11
Can you automatically identify what changed in the last 48 hours when an incident occurs?
Manual correlation = 4-hour MTTR (Mean Time To Repair) versus 20 minutes automated
C2.2
Question 6 of 11
Are your Incident, Change, and Problem workflows connected by shared data?
Siloed workflows create 40 hours per week of manual reconciliation
C2.3
Question 7 of 11
Is Problem management used for genuine root cause analysis (RCA)?
Workaround tracking = repeating incidents, 3× cost escalation
C4.2
Validation Check • Question 8 of 11
Do operational teams maintain shadow spreadsheets outside ServiceNow?
Shadow systems = $180K per year license waste plus audit risk
Category 3 of 3
Automation & AI Readiness
Will AI amplify value or garbage?
C3.1
Question 9 of 11
Is your data consistently categorized across all modules?
Inconsistent taxonomy = AI hallucinations, failed reasoning
C3.2
Question 10 of 11
Is your service mapping actively maintained and validated?
Auto-generated maps = 60% error rate in blast-radius analysis
C3.3
Question 11 of 11
Can you explain how AI recommendations become approved changes?
Undefined governance = 4-hour outages, $50K per hour downtime risk