OCM: Managing Change
Summarize
Summary of OCM: Managing Change
OCM: Managing Change is an accelerator designed to help ServiceNow Impact customers effectively enable user adoption through targeted coaching aligned with the Knowledge and Ability elements of the OCM Readiness framework. It supports Platform Owners and OCM Leads in developing and executing comprehensive enablement strategies that include training needs analysis, blended learning planning, champion network activation, barrier analysis, and process integration. This accelerator is the second in a three-part series, positioned after OCM: Preparing for Change and before OCM: Reinforcing & Sustaining Change.
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Available with Impact Guided+ (Strategic Value add-on), Advanced, and Total Packages, it is recommended (but not mandatory) to complete the initial OCM: Preparing for Change accelerator or have equivalent readiness elements in place.
Key Features
- Coaching Sessions: Up to 1.5 hours each, including kickoff, training needs analysis, enablement planning, skill gap and barrier assessment, session design, champion network activation, process integration, training proficiency tracking, and accelerator close-out.
- Training Needs Analysis: Identifies user groups, required skills, and training depth to focus enablement efforts effectively.
- Blended Enablement Plan: Creates a multi-modal learner journey from onboarding to proficiency, catalogs existing resources, and highlights gaps.
- Skill and Barrier Assessment: Diagnoses technical and behavioral gaps and prioritizes barriers to knowledge and ability.
- Session Design & Facilitation: Plans diverse session formats (workshops, AMAs, office hours, peer learning) with facilitator coaching aligned to rollout timelines.
- Champion Network Activation: Establishes defined roles and peer support mechanisms, equipping champions to reinforce learning and act as team resources.
- Process Integration: Aligns ServiceNow workflows with existing business processes, updating SOPs and job aids before training starts.
- Proficiency Dashboard: Tracks session delivery, champion activities, emerging issues, and measures improvement against a baseline.
- Enablement & Adoption Playbook: Delivers comprehensive documentation including training analysis, plans, resource inventories, champion guides, proficiency dashboards, and assessment baselines.
Customer Responsibilities and Prerequisites
Active participation from key roles is essential for success:
- Platform Owner: Accountable for the ServiceNow platform and governance.
- System Administrators: Maintain platform stability and support configuration needs.
- Executive Sponsor: Provides strategic oversight and support.
- Communication Leads: Manage internal communications.
- Change Leads: Oversee the change enablement program.
- Trusted Service Partners: Engage in coaching sessions to understand best practices and provide future support.
Additional preparatory information such as organization charts, stakeholder lists, recent change history, communication guidelines, adoption metrics, and business case documentation is helpful to provide.
Important Notes
- This accelerator does not include ServiceNow performing any configuration changes in customer environments.
- It builds upon prior readiness work to ensure users gain the necessary knowledge and skills to adopt ServiceNow successfully.
- Final outputs enable customers to immediately execute a practical OCM playbook and prepare for further reinforcement activities.
This Accelerator provides coaching to assess training needs, build enablement plans, close skill gaps, and activate champion networks — equipping users with the knowledge and ability to adopt ServiceNow.
Accelerator Overview
OCM: Managing Change provides Impact customers with coaching — aligned to the Knowledge and Ability elements of the industry standard OCM Readiness framework — that helps Platform Owners and OCM Leads develop the enablement strategies their users need to successfully adopt ServiceNow. This offering covers training needs analysis, multi-modal enablement planning, champion network activation, barrier analysis, and process integration — giving teams a practical OCM playbook they can execute immediately.
Package Availability
Prerequisites
Completion of OCM: Preparing for Change is strongly recommended but not required if the customer already has equivalent readiness elements in place (for example, an executive sponsor, stakeholder map, and foundational champion network).
What You Get
Includes the following CSE-led sessions and activities, as applicable (up to 1.5 hours each):
- Kickoff Session
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- Set expectations on the process and depth of resources.
- Confirm participant roles and establish the foundation for the engagement.
- Training Needs Analysis
- A structured map of your user groups, the skills each group needs, and the appropriate training depth — so enablement effort is focused where it matters most.
- Enablement Plan
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- Blended learning plan with modality selected for each audience and use case.
- Full learner journey mapped from pretraining through proficiency.
- Existing resources cataloged and gaps identified.
- Skill Gap & Barrier Assessment
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- Technical and behavioral skill gaps identified by user group.
- Barriers to knowledge and ability categorized and prioritized.
- Enablement Session Design
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- Session formats selected and planned to build user knowledge and hands-on ability in ServiceNow — including workshops, AMAs, office hours, and peer learning — with facilitator assignments and scheduling aligned to your roll out timeline.
- Your facilitators coached and prepared to deliver each session with confidence.
- Champion Network & Peer Support Activation
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- Champion network activated with clearly defined roles and peer support structures in place.
- Champions equipped with tools and guidance to reinforce learning and serve as go-to resources for their teams.
- Process Integration Checklist
- ServiceNow workflows connected to your existing business processes, with SOPs and job aids identified for update before training begins.
- Training Completion & Proficiency Dashboard
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- Session delivery, champion activity, and emerging issues tracked.
- Knowledge and Ability improvement measured against baseline.
- Accelerator Close & Hand-off
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- Proficiency and adoption outcomes documented.
- Findings and recommendations handed off to inform OCM: Reinforcing & Sustaining Change (Accelerator 3).
- Outputs
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A comprehensive Enablement & Adoption Playbook, including:
- Training needs analysis.
- Multi-modal training plan with onboarding journey map.
- Enablement resource inventory and delivery tracker.
- Champion network activation guide.
- Training proficiency dashboard.
- Knowledge & Ability assessment baseline.
Requested Customer Resources
| 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) | Manages 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
The following information is helpful to have available, 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 an existing deployment).
- Business case or value proposition documentation for the ServiceNow initiative.
Additional details on supplemental legal terms, prerequisites, specifications, requirements, and exclusions can be found in the Impact Accelerator Terms Matrix here.
Exclusions
ServiceNow is not responsible for implementing any of the recommended configuration changes in your sub-production or production instances.