ServiceNow Operational Technology (OT) Benchmark Survey

Hello and thank you for participating in our OT Benchmark Survey

Please read the questions carefully. In case of any unclarity, don't hesitate to reach out!

We are more than happy to help you.

elina.morina@einar.partners

Tooling

This section investigates the maturity of your organization when it comes to the tracking of operational technology.

1. Does your Organization use ServiceNow OT?

Yes, we use multiple OT modules
Yes, we use at least one OT module
No, but we have looked into OT capabilities of ServiceNow
No, we were not aware ServiceNow supported OT

does in vulnerabilities

1.1.1 What would you say was the was the biggest challenge of populating your CMDB with OT resources?

Rank 1-5 where 1 is not challenging and 5 is very challenging

Network connectivity

Selected Value: 1

Security

Selected Value: 1

Coordination

Selected Value: 1

Access

Selected Value: 1

Integrating with data sources

Selected Value: 1

Manual Data collection

Selected Value: 1

Resource availability

Selected Value: 1

Converting data from IT to OT

Selected Value: 1

1.1.1 follow up

N/A - Not Applicable

2. What would you say is the greatest challenge for your OT environment today?

Rank 1-5 where 1 is not challenging and 5 is very challenging.

Governance, keeping track of ownerships and responsibilities

Selected Value: 1

Segregating IT from OT

Selected Value: 1

ITSM processes and resolution times

Selected Value: 1

Data and reporting

Selected Value: 1

Understanding how components interact with each other

Selected Value: 1

Understanding process flows within the OT environment

Selected Value: 1

Data accuracy and maintenance

Selected Value: 1

Identifying Security vulnerabilities

Selected Value: 1

Frameworks and OT maturity

This section assesses how your organization adopts, implements, and aligns with OT frameworks. It focuses on your organization maturity, processes, and practices related to OT management.

3. How mature are manufacturing processes related to OT in your organization?

4. Does your organization utilize the ISA-95 framework for OT?

Please indicate for the level you selected in Organization Level:*

If Site / Facility level:

4.1 Does your organization utilize the ISA-95 framework for OT? Please indicate for the level you selected in Organization Level: (Site/Facility level)

Yes, fully implemented
Partially implemented
Not implemented but planned
Not implemented / not planned

If Company / Corporate level:

4.2 Does your organization utilize the ISA-95 framework for OT? Please indicate for the level you selected in Organization Level: (Company/Corporate level)

Yes, fully implemented
Partially implemented
Not implemented but planned
Not implemented / not planned

5. Does your organization utilize Purdue levels for OT?

Yes, fully implemented
Partially implemented
Not implemented but planned
Not implemented / not planned

6. What would you say was the leading factor for introducing ISA-95 in your organization? *

6. What would you say was the leading factor for introducing ISA-95 in your organization?

OT Governance Structure

This section explores your organization’s governance structure for (OT) at the corporate level. It focuses on how OT is managed, overseen, and integrated highlighting decision-making processes into digital transformation.

Importance of OT in Digital Transformation – Corporate Level

7. How important is OT in your organization’s overall corporate digital transformation strategy?

8. Does your organization have a formal governance structure for OT?

Please indicate for the level you selected in Organization Level:

If Site / Facility level:

8.1 Does your organization have a formal governance structure for OT? Please indicate for the level you selected in Organization Level: (site level)

Yes, clearly defined and implemented
Partially defined
No, governance is informal
Not sure

If Company / Corporate level:

8.1 Does your organization have a formal governance structure for OT? Please indicate for the level you selected in Organization Level: (Company/Corporate level)

Yes, clearly defined and implemented
Partially defined
No, governance is informal
Not sure

10. Who is responsible for Maintaining OT data?

OT data is centrally maintained in ServiceNow
Each site is responsible for maintaining their own data in ServiceNow
Each site maintains data in a tool other than ServiceNow
Individual stakeholders maintain their own specific data with no centralization
Nobody maintains data around OT equipment.

Adoption & Challenges

This section examines how your organization adopts OT and the challenges you encounter. It focuses on operational hurdles, helping to understand barriers and success factors in OT deployment.

11. To what extent is OT formally recognized and defined in your organization?

12. Are OT and IT boundaries clearly distinguished and managed?

Yes, fully
Mostly, with some overlap
Partially, with frequent overlap
No, largely overlapping

13. How is CI data displayed for stakeholders within OT in the CMDB?

We use ServiceNow OT and limit access based on Sites to display the data
We use ServiceNow and limit access based on Company / Location to display the data
We use ownership data and CSDM to display OT to relevant users
We use custom attributes or logic to limit access to OT data
We do not use RBAC to separate OT vs IT information in the CMDB
We do not track OT equipment in the CMDB

Outcomes & Future Outlook

This section explores the results your organization has achieved with OT so far and your expectations for the future.

14. Are there metrics or KPIs in place to measure OT performance and availability? (e.g., downtime, mean time to resolve)

We use ServiceNow OT and limit access based on Sites to display the data
We use ServiceNow and limit access based on Company / Location to display the data
We use ownership data and CSDM to display OT to relevant users
We use custom attributes or logic to limit access to OT data
We do not use RBAC to separate OT vs IT information in the CMDB
We do not track OT equipment in the CMDB

15. Does your organization measure the business value of OT? (e.g., productivity, downtime reduction, quality improvements)?

Yes, systematically with KPIs
Occasionally, ad-hoc
Not measured
Not sure

16. What are your organization’s top priorities for OT in the next 2–3 years? (Select all that apply)

17. Any additional insights or challenges for adoption, maturity, or governance in regard to managing OT infrastructure?

Thank You for Your Participation

We sincerely thank you for taking the time to complete this survey. Your insights and experiences are invaluable in helping us better understand the current state of Operational Technology and its future direction. We deeply appreciate your contribution.

Get the results and insights of this survey

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