OCM: Reinforcing and Sustaining Change

This accelerator provides guided coaching to measure adoption, close post-go-live gaps, sustain behaviors through recognition and feedback loops, and build a long-term sustainment plan for your ServiceNow platform.

Accelerator Overview

OCM: Reinforcing & Sustaining Change provides Impact customers with coaching — aligned to the Reinforcement element of the OCM Readiness framework — that helps Platform Owners and OCM Leads create steady-state adoption and realize ongoing business value from ServiceNow. This offering covers success metrics and KPI definition, adoption dashboard setup, user feedback collection, corrective action planning, recognition and celebration strategies, champion network expansion, and long-term sustainment planning, providing teams a structured approach to protect and build on their transformation investment.

Note:

This is the third and final accelerator in the three-part OCM Accelerator Series. It follows OCM: Preparing for Change (Awareness + Desire) and OCM: Managing Change (Knowledge + Ability).

Package Availability

Note:

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

Prerequisites

• Completion of an initial ServiceNow go-live and the availability of an appointed Platform Owner or OCM Lead.
• Completion of or equivalent foundational change management work (e.g., an established enablement strategy, active champion network, and baseline adoption data) — is recommended before this engagement.

What You Get

Includes the following CSE-led sessions and activities, as applicable (up to 1.5 hours each):

Executive Sponsor Re-Engagement Session

• Reconnect sponsor to current adoption data and outcomes
• Align on sustainment goals with specific metrics and timeframes

Success Metrics & KPI Framework

Sustainment KPIs defined across three dimensions — who is using the platform (Reach), how deeply (Engagement), and how effectively (Maturity) — with named owners, baselines, and 30/60/90-day check-in dates

End-User Feedback & Gap Analysis

• Adoption survey and focus groups across a representative user population
• Top adoption gaps identified by stakeholder group and root cause

Corrective Action Plan

A targeted intervention for each priority gap, with a named owner, timeline, and success measure

Recognition & Sustainment Plan

• Recognition strategy with tactics selected to fit your culture
• Named owners, cadences, and escalation paths for all ongoing adoption activities
• Champion network health assessment and new employee onboarding integration

Business Review Session

• Present your adoption story and value realized to leadership
• Sponsor acknowledges progress and confirms remaining priorities

Adoption Sustainability Scorecard & Accelerator Close

• Final OCM survey and 30/60/90-day usage measurement
• Scorecard completed, sustainment plan sponsor-approved, and success stories documented

Output(s)

A comprehensive Sustainment & Adoption Playbook, including:

• Success metrics and KPI framework
• Adoption dashboard setup guide
• User feedback survey and focus group results
• Business impact assessment
• Corrective action plan
• Recognition and celebration playbook
• Sustainment plan with champion role evolution
• Continuous improvement framework
• Cumulative OCM assessment baseline with decay tracking

Requested Customer Resources

Table 1. Customer resource and responsibilities

Customer Resource	Responsibilities	Required	Recommended
Platform Owner	Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures 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 the customer going forward.		✓

Requested Information / Access

Additional details on supplemental legal terms, prerequisites, specifications, requirements, and exclusions can be found in the Impact Accelerator Terms Matrix here.

Helpful to Have (If available):

• Organization chart for impacted departments
• Preliminary stakeholder list (key influencers, potential champions, 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 used to justify the original ServiceNow investment (for business impact alignment)

Exclusions

ServiceNow is not responsible for implementing any of the recommended configuration changes in your sub-production or production instances.