Staffing and Roles Review-On Demand
Summarize
Summary of Staffing and Roles Review-On Demand
The Staffing and Roles Review – On Demand accelerator offers ServiceNow Impact customers a guided, self-service approach to evaluate their platform staffing model. It helps identify capability gaps, prioritize improvements, and develop a focused action plan to strengthen their ServiceNow teams. This accelerator is designed for independent use, allowing customers to progress at their own pace with example-driven content and built-in tools.
Show less
This offering is available to customers with Impact Guided+ (Strategic Value add-on), Advanced, and Total Packages.
Key Features
- Orientation: Introduction video and background materials explain the methodology and usage guidance.
- Assess Current State: Guided questionnaire evaluates staffing, roles, responsibilities, and capabilities across four operational domains.
- Prioritize Gaps: Assessment results generate a gap analysis to identify and prioritize critical staffing and capability gaps.
- Select Approach: For each prioritized gap, customers select resolutions such as hiring, training, partnering, or redistributing resources.
- Build Action Plan: Creates a 90-day actionable plan with specific next steps, owners, and timelines based on selected approaches.
- Outputs: Provides a downloadable 90-Day Staffing & Roles Readout summarizing findings, gaps, and the action plan.
Customer Requirements
- Active ServiceNow platform instance.
- Familiarity with current platform team structure, roles, and responsibilities.
- Recommended involvement of the Platform Owner, who oversees platform accountability, team leadership, and governance alignment.
- Access to the ServiceNow instance, knowledge of team structure, and awareness of upcoming platform initiatives to inform assessment.
What Customers Can Expect
By independently completing this accelerator, customers gain a clear understanding of their ServiceNow platform team’s strengths and weaknesses relative to industry best practices. They receive a prioritized, realistic action plan to address staffing gaps over the next 90 days, empowering them to optimize their team’s capabilities and better support their ServiceNow environment.
Important Notes
ServiceNow does not implement recommended configuration changes; customers are responsible for executing the action plan within their environments.
This accelerator provides Impact customers with a guided, self-service experience to assess their ServiceNow platform staffing model, identify capability gaps, and build a prioritized action plan to strengthen their team.
Accelerator Overview
Staffing and Roles Review – On Demand provides Impact customers with a structured methodology to evaluate their current ServiceNow platform team against leading practices, identify staffing and capability gaps across key operational domains, and develop a prioritized, actionable plan to close those gaps. Customers complete the accelerator independently, using example-driven content and built-in tools, enabling them to identify gaps, prioritize improvements, and define next steps. Designed for independent execution, customers progress at their own pace.
Package Availability
Prerequisites
- Customer must have an active ServiceNow platform instance
- Customer must be familiar with their organization's current ServiceNow platform team structure and responsibilities
What You Get
- Orientation
- Review an introduction video and background materials that explain the methodology, what to expect, and how to get the most out of the accelerator.
- Assess Current State
- Complete a guided questionnaire across four operational domains to capture your current staffing model, roles, responsibilities, and capability levels.
- Prioritize Gaps
- Review your assessment results transformed into a gap analysis, then prioritize which gaps matter most to your organization.
- Select Approach
- For each prioritized gap, choose a resolution approach (hire, train, partner, or redistribute) based on your constraints and goals.
- Build Action Plan
- Generate a 90-day action plan with specific next steps, owners, and timelines based on your selected approaches.
- Output(s)
- A downloadable 90-Day Staffing & Roles Readout summarizing the customer's assessment findings, prioritized gaps, selected approaches, and action plan.
Requested Customer Resources
The following are recommended resources suggested to participate and contribute to the outcome of this accelerator. The same personnel may fulfill multiple 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. | ✓ |
Requested Information / Access
- Access to your ServiceNow platform instance for reference during the assessment
- Knowledge of your current platform team structure, including roles, headcount, and reporting lines
- Awareness of planned ServiceNow expansions, upcoming releases, or strategic initiatives that may affect staffing needs
Exclusions
ServiceNow is not responsible for implementing any of the recommended configuration changes in your sub-production or production instances.