Staffing and Roles Review – Advanced

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Guidance on effective role alignment

    Accelerator Overview

    Staffing and Roles Review provides Impact Customers with leading practices content and prescriptive guidance to assist Customers in their analysis of roles, responsibilities, and potential skills gaps that currently exist in their ServiceNow program team to inform hiring, partnering, and outsourcing needs in support of their ServiceNow strategy. It aims to guide Customers on building an effective team to assist in execution on their ServiceNow vision and strategy, appropriate staffing to support the business, and approaches to reduce attrition.

    ServiceNow encourages Customer to request this Accelerator in conjunction with the CoEI Design Accelerator.

    Package Availability

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

    What You Get

    Introductory Customer Session (up to 1 hr)
    • Set expectations on process and depth of deliverable
    • Communicate expectation for Customer participation
    • Request data and any other inputs
    Discovery Sessions

    Review customer-provided artifacts and clarify any gaps.

    Customer Readout (up to 60 minutes)

    Review general organizational structure, staffing, and role suggestions in context of ServiceNow vision and strategy.

    Follow-Up Customer Session (optional upon Customer request - up to 1 hr)
    • Opportunity for Q&A related to general resourcing guidance in context of ServiceNow vision and strategy
    • Provide additional guidance on leading practices

    Requested Customer Resources

    Table 1. Customer resource and responsibilities
    Customer Resource  Responsibilities 
    Platform Owner- Required 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.
    ServiceNow AI Platform & Development team lead- Recommended Manages platform operations and development on the ServiceNow platform.

    Requested Information / Access

    • General organizational chart and resourcing detail, not to include personnel names, or other sensitive information, or specific reduction in force planning
    • Roles and responsibility definitions

    Exceptions

    ServiceNow will not be involved in resource selection processes.