Service Management Business SME's to support implementation

[bmclear]

Hi All

We ate currently in the planning phase and preparing to reach out to the Business workstreams for support to deploy the Service Management module

Does any one have a list of Business SME roles they have used to support the deployment and any engagement material with the Business?

Much appreciated 

[Dr Atul G- LNG]

Hi @bmclear 

The best place is the ServiceNow best practices site, where you can find all the required roles, documents, and workshop decks that can help you with this.

https://mynow.servicenow.com/now/best-practices/collections/it-service-management-best-practices

https://mynow.servicenow.com/now/best-practices/success-packs/itsm-modernize-it-service-management

[Tanushree Maiti]

Hi @bmclear 

1. Typical Business SME Roles in Deployment

When expanding Service Management outside of pure IT, organizations lean on key business representatives to define requirements, build workflows, and manage organizational change. Common roles include:

• Business Process Owner: Accountable for the overarching process .They define the desired business outcomes and governance.
• Service Owner: The primary business contact for a specific service. They ensure the tool meets service level agreements and user experience expectations.
• Service Owner (Business System): SME who understand the legacy applications and integrations the platform must connect with.
• Change Management Lead: Influential business leaders who drive adoption and communicate the value of the new platform across their specific departments.

1. Platform Access & Stakeholder Roles

• Business Stakeholder Role: ServiceNow provides a specialized Business Stakeholder Role. It enables authorized business users to approve requests, read records across multiple tables (Incidents, Changes, Problems, etc.), and view performance dashboards without the ability to manipulate IT backend data.