Customer OT & Insight Planning Session

Demystifying the Management of Operational Technology (OT101)

• Clarifying passive discovery and CPS tools. 
• How do these tools interact with ServiceNow 
• Understanding the Purdue model and the model standards 
• What are the main challenges with managing OT assets?

Establishing the “Why & Who”

• Why is the organization willing to make this investment?
• What are the secondary priorities?
• How is the organization going to measure its success? No KPIs yet.
• Who are the stakeholders? Who will be impacted within the organization?
• What is our Vision for OT? Does it extend beyond security?
• How many quarters ahead should we consider in our discussion? 

Team Output: Show or write a “Why” statement to start using (and refining) today. This doesn’t have to be complex. 

Getting Value From the Factory CMDB Beyond the Security Use Case

• Many customers are executing on OT management for the security use case, but it can be expanded to provide additional value across the enterprise.
• Discuss what is possible if both connected and non-connected assets reside in a unified source of truth.
• Understand how you can have a more valuable knowledge base if it is linked to the CMDB.
• Discuss how the CMDB and the ServiceNow OT modules can be used to drive enterprise standards.

Understanding the Stakeholders Needs for Success & Getting Their Sponsorship 

• How do we earn their sponsorship? 
• Insights on Empathy and WIIFM-specific thinking 

Team Output: Specific Sponsor map identifying specific concerns and benefits for mapped sponsors 

The Case For Putting ServiceNow at the Center of Your OT Strategy 

• ITS insights on the four value streams that you should leverage if you area ServiceNow customer

Clarifying the Business as Usual Workloads of OT Management

• What specific workloads will be changed or added to the organization? 
• How can we prepare for those workload additions or changes? 
• Who will be responsible for which part of the work? Not a RACI yet. 

Team Output: Simple map of potential workloads linked to sponsors or stakeholders 

Alignment and Insights on The Best Plan to Move Forward or Pilot OT

• Review Gartner’s thinking: (what part of it works, and what part does not)
• Review ITS thinking on a better way to roll out OT Management
• It starts by defining terms like “visibility”
• Get alignment on an MVP
• ITS Pilot Insights 

Team Output: Document our MVP thinking in a paragraph, and create a 5-8  step (high-level) OT implementation roadmap specific to your organization. 

Implementing and Integrating ServiceNow’s OT Applications 

• Understand the function of ServiceNow’s OT-specific applications.
• How do the ServiceNow graph connectors and integrations work?
• What does it take to execute the integrations?  
• What is required to validate that the data is accurate and complete?
• What is required to keep the data trusted over time?
• How can we measure the quality of the data?
• What are the options to enrich the data?
• What additional metadata is valuable? 

Practical Discussion About OT/IT Convergence

• Identify existing processes you can use so you do not have to start from scratch.
• Where process alignment makes sense and where it does not.
• Review the relationship and interaction with the CMDB.
• Vulnerability Response is a good use case to discuss convergence.