Accessibility PAC: All You Need To Know!

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What the Accessibility Product Advisory Council (A11y PAC) Is—and Why It Matters

The Accessibility Product Advisory Council (A11y PAC) plays a pivotal role in shaping the future of accessibility within the ServiceNow ecosystem. This strategic advisory board of the ServiceNow Accessibility Product Team is one of 37 PACs at ServiceNow as of 2026. The PAC was founded in 2023 and has been under the leadership of Dr. Alaina Beaver, Global Head of Accessibility Customer Engagement, since 2024. During the past two years, the A11y PAC has been one of the fastest-growing PACs at ServiceNow.

The A11y PAC brings together customers, partners, designers, administrators, and practitioners to provide direct, actionable feedback that informs product strategy and roadmap development. This collaboration ensures that ServiceNow continues to evolve as a platform designed for everyone—including people with disabilities, neurodivergent users, and those relying on assistive technologies.

The PAC meets quarterly in virtual sessions across global regions and focuses each session on deep dives into the future roadmap—plus member spotlight presentations and marquee presentations on high‑impact topics. Quarterly meetings are required of all PAC members, in addition to participation at the annual Knowledge conference in May in Las Vegas (it's a hybrid session for those unable to attend in person).

How the A11y PAC Benefits Our Customers and Members

Participation isn’t just advisory—it’s transformational. Members gain access to exclusive resources, early previews, and opportunities to directly influence the platform. These benefits show up across multiple dimensions:

1. Strategic Influence on the Accessibility Roadmap

PAC members help shape ServiceNow’s accessibility roadmap through feedback sessions, research participation, usability testing, and collaborative evaluations of features such as the Accessibility Workspace and TextAdjust plugin. Member input ensures the platform reflects the authentic needs of users with disabilities and the organizations that support them.

2. Exclusive Learning & Professional Development

Members receive access to resources like the free Introduction to Accessibility course and PAC Day sessions at Knowledge events—where they learn from experts, deep‑dive into new capabilities, and share best practices with peers.

3. A Global Community of Accessibility Leaders

The A11y PAC connects accessibility practitioners, developers, administrators, and platform owners to exchange ideas, ask questions, and collaborate on real‑world challenges. This community continues beyond quarterly meetings, meeting in optional usability meetings and engaging via the A11y NowCommunity, providing ongoing support and a shared space to grow accessibility expertise.

4. Amplified Customer Impact

The A11y PAC contributes directly to product impact and business outcomes. Reports from recent annual updates demonstrate that PAC insights help drive customer‑facing documentation improvements, product conformance levels, new accessibility‑enhancing features, and better support for global accessibility legislation.

PAC members have influenced capabilities including:

Voice Input for Now Assist
Custom keyboard shortcuts
Accessibility checkers for UI Builder and TinyMCE
Reflow support and improved dyslexia‑friendly tooling
AI‑powered accessibility tools

These improvements serve customers broadly—but PAC members get to help shape them directly.

What Participation Looks Like

A11y PAC engagement is designed to be accessible, flexible, and high‑value:

Required Quarterly PAC Meetings: 90 minute sessions hosted across time zones (AMS/APAC and EMEA/AMS) with product deep dives and interactive discussion.
Optional usability sessions & workshops: Monthly opportunities for members to join ideation, design feedback, and focused research conversations.
PAC Day at Knowledge: An exclusive, high‑energy event featuring cross‑industry collaboration, ideation sessions, and roadmap perspectives tailored to PAC members.

Participation is intentionally flexible—members engage at the level that works for them.

How to Get Involved

There are a few ways to join or nominate someone for the A11y PAC:

1. Be Nominated by Your ServiceNow Account Team

PAC membership is built through nominations submitted annually via the Product Advisory Council nomination form. Internal communications regularly encourage customer teams to nominate qualified members. ServiceNow Account Team members can use this internal-only link to nominate their customers, and members who wish to remain PAC members are encouraged to follow up with their primary ServiceNow point of contact to express their interest.

2. Express Interest via Your Customer Engagement or Accessibility Contact

Customers who demonstrate strong engagement, accessibility leadership, or interest in co‑innovation are often added through their Customer Success manager or directly through contacting the Accessibility Product Team. Many members join informally after collaborating on accessibility escalations, design feedback, or product pilot programs, and then formally join the following year.

3. Join the A11y NowCommunity

Even before becoming a formal PAC member, customers can join the NowCommunity accessibility group to participate in discussions, ask questions, and stay informed about accessibility updates and events. This is a great stepping stone to PAC membership.

Why Your Voice Matters

Accessibility is not just a feature—it’s a shared responsibility and an accelerator of innovation. Partnering with the A11y PAC ensures that ServiceNow is building products that work for every user, across every role, in every organization. Member insights have already shaped dozens of features, influenced compliance alignment, and improved experiences for millions of platform users.

If you or your organization are committed to accessibility and want to shape the future of inclusive product design, we’d love to welcome you into the A11y PAC community.

Have someone you’d like to nominate?
Reach out to your ServiceNow account team or your Accessibility Product Team contact to get the process started!

P.S.: For our 2025 Members, please feel free to use the badge attached to this post to showcase your involvement with pride! 😁