Access to Experts

The Access to Experts Accelerator connects Impact customers to ServiceNow subject matter experts via personalized virtual coaching sessions.

Accelerator overview

Access to Experts targets precise and actionable guidance on the ServiceNow Platform and product topics for which Impact customers are currently licensed.

Sessions offer specialized guidance on various ServiceNow product topics, aimed at accelerating value realization and outcomes on the ServiceNow Platform.

Note:

Impact squad members may determine that an Access to Experts Accelerator is to be requested based on the information submitted in the Access to Expertise initiative. The Accelerator is not available to be requested by customers outside of the Initiative.

Package Availability

Note:

This Accelerator is available for Impact  Guided+ (Strategic Value or Platform Governance), Advanced, and Total packages

Requestable topics

The Access to Experts Accelerator applies to a selected set of requestable topics:

• Leading Practices:
  • Obtain prescriptive insights into ServiceNow product-specific leading practice guidelines for a chosen subject.
  • Aides in a deeper understanding of effective methodologies, approaches, and standards for optimal outcomes.
• Technical How-To:
  • Schedule personalized one-on-one sessions with ServiceNow experts.
  • Address specific technical inquiries and receive prescriptive guidance.
• Product Capability Overview: Designed for customers who have already licensed the product (post-sales), this session offers a high-level overview of specific product capabilities. It features an out-of-the-box walkthrough using demonstration data to showcase key features and foundational concepts.

For examples of requests or additional information on the request process, see Request Access to Expertise Initiative.

What You Get

Important:

Impact customers must provide sufficient detail and context related to the requested topic at least one week in advance of the session to allow the  ServiceNow   Request Owner to prepare.

Session Preparation

ServiceNow   Impact Technical Accelerator consultant evaluates the request and may gather additional information and assets based on the question submission.

Access to Experts Customer Session (variable time allotment based on request)

A ServiceNow subject matter expert (SME) will be assigned and perform the following:

• Directly meet with the Impact customer addressing their request
• Provide relevant assets addressing the request

Follow-up

Access to the ServiceNow subject matter expert will be provided for 10 business days following the session. The ServiceNow SME determines if additional follow-up is required to conclude the Access to Experts request.

Requested Customer Resources

Table 1. x

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.	✓
Platform Administrator	Responsible for the day-to-day administration of  the ServiceNow   platform.	✓
Enterprise Architect Lead	Responsible for overall enterprise architecture, strategy, and governance.	✓
Technical Architect Lead	Responsible for overall technical architecture.	✓
Application Owner	Ensures that the program or programs, which make up the application, accomplish the specified objective or set of user requirements established for that application, including appropriate security safeguards.	✓
System Administrator(s)	Maintains 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.	✓
Enterprise Architect(s)	Provides a holistic view of the organization’s strategy, processes, and other systems, including any necessary policy or organizational requirements. Helps guide the Platform Owner to align with technical or functional standards.		✓
Developer(s)	Writes code for the ServiceNow platform.		✓
Subject Matter Expert(s)	Provides expert level support across the program to the functional leads and their teams in the areas of reporting, dashboards, automation, and configurations for the Incident, Configuration, Problem, Knowledge Management, and Service Requests.		✓

Delivery Parameters

• Product Capability Overview: It provides a high-level overview of specific product capabilities and their key features. For example, it may explain how the Change Management module works and highlight how emergency changes are handled within the system.
• Eligibility Restrictions: Expertise and guidance are provided exclusively on ServiceNow Platform and product topics for which Impact customers are currently licensed. Requests pertaining to unlicensed topics are redirected to the Account Team for appropriate handling.
• Customer Consent and Boundaries: All activities strictly adhere to advisory roles. Customer consent isn’t required for this Accelerator. ServiceNow resources won’t access customer instances or perform code review, instance copy, or direct keyboard interactions.
• Remote Operation and Scope: No on-premise travel, named resources, or predefined scheduling commitments. If additional time outside of the follow-up period is needed, a new session will be requested.

Requested Information / Access

The  Impact Accelerator consultant may request additional information prior to the customer session and may also provide additional guidance in follow-up after the customer session.

The intake questionnaire is to be completed at least one week in advance of the customer's session.

Exclusions

This Accelerator doesn’t include:

• Resolution of active support cases.
• Guidance on customizations, integrations, or enterprise-level solutions (e.g., Service Mapping) for licensed products.
• On-site workshops or in-person engagements.
• Instance access, code review, instance copying, direct keyboard interactions, or support for topics outside of the Impact Customer’s current licenses.
• Administration, configuration, and customization of customer instance(s).
• Replacement of other existing Impact Accelerators is available to Impact Customers, which may be more aligned with resolution.
• Product Capability Overview:
  • To comply with legal, regulatory, and privacy requirements, ServiceNow uses only demonstration data during Product Capability Overview sessions and does not present or share any live customer data. Furthermore, as external systems are not accessible during these sessions, demonstrations involving product integrations are outside the scope of delivery.
  • Full module demos are not included in this session. These types of demos are typically designed for customers who are not yet licensed and are created by Pre-Sales teams where they showcase specific customer use cases and workflows, often covering multiple areas of the platform.