OCM: Preparing for Change

  • リリースバージョン: Australia
  • 更新日 2026年03月12日
  • 所要時間：5分

    • This accelerator provides Impact customers with structured coaching and proven frameworks to build change readiness and ensure successful user adoption ahead of go-live during ServiceNow transformations.

    Accelerator Overview

    OCM: Preparing for Change helps customers answer the question every transformation leader dreads: "Are our people ready?" Through 5 structured phases, CSEs guide customers to assess readiness, engage stakeholders, build communication plans, and activate champions — so adoption barriers are addressed before they become adoption failures. Customers own the work; CSEs provide the frameworks, facilitation, and expertise to get it done right.

    注:
    This Accelerator is available for Impact Guided+ (Strategic Value add-on), Advanced and Total Packages.

    What You Get

    Coaching & Facilitation
    Structured coaching sessions across 5 phases
    • Phase 1 – Prepare: Establish leadership alignment, readiness, and measurable success criteria to set a strong foundation for change.
    • Phase 2 – Diagnose: Identify key stakeholders and baseline employee readiness to focus on engagement where it matters most.
    • Phase 3 – Prescribe: Design targeted communications and a champion network to drive understanding and buy-in.
    • Phase 4 – Execute: Launch communications and activate champions to mobilize the organization.
    • Phase 5 – Track: Measure adoption progress, capture lessons learned, and shift into sustained reinforcement.
    Optional Follow-up
    • Used for additional questions, troubleshooting resistance, or refining your approach based on early feedback.
    • CSE-facilitated workshops to align on vision, assess readiness, map stakeholders, and build communication plans.
    • Guidance on executive sponsor activation and visible leadership activities.
    • Leading practice share based on successful ServiceNow transformations.

    Requested Customer Resources

    表 : 1. Customer resource and responsibilities
    Customer Resource Responsibilities Required Recommended
    Platform Owner Responsible for the overall accountability of the ServiceNow platform. Provide leadership and oversight to the System Administrators, ensure team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform. ✓
    System Administrator(s) Responsible for maintaining the stability and usability of the ServiceNow platform by performing application maintenance, managing support for Cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features. ✓
    Executive Sponsor Primary strategic contact for ServiceNow ✓
    Communication Lead(s) Drafts and publishes Customer's internal communications. ✓
    Change Lead(s) Manage Customer's ServiceNow change enablement program. ✓
    Trusted Service Partners Attend ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support customer going forward. ✓

    Requested Information / Access

    Helpful to Have (If available)

    • Organization chart for impacted departments
    • Preliminary stakeholder list (key influencers, potential champions, and known resistors)
    • History of recent change initiatives (successes and challenges)
    • Existing communication channels and corporate communication guidelines
    • Current adoption metrics or license utilization data (if expanding existing deployment)
    • Business case or value proposition documentation for the ServiceNow initiative