Stakeholder Path to Value
The Stakeholder Path to Value Accelerator helps Impact customers accelerate the value creation through Stakeholder alignment.
Accelerator Overview
The Stakeholder Path to Value Accelerator equips Impact squads and customers with deep qualitative insights into how process owners and key stakeholders utilize the ServiceNow platform to deliver vital services across the organization.
This initiative focuses on understanding how critical applications are being used, whether they are delivering the expected value, and how Impact can help customers maximize their investment. Unlike traditional metrics-based approaches, this continuous improvement effort explores the 'why' and 'how' behind user behaviors, opinions, and experiences.
These insights are instrumental in uncovering customer motivations, identifying opportunities to boost adoption and automation, and guiding Impact support strategies that align with business priorities. When combined with usage data and metrics from other accelerator programs, these insights provide a comprehensive view of adoption and ROI.
Prerequisites
Impact Foundations Activities along with documented Vision and Strategy.
What You Get
- Stakeholder Discovery Think Tank(s)
- Purpose: Gain a deep understanding of your business priorities, challenges, and opportunities through collaborative sessions.
What to expect:
- Impact-led interviews with your key stakeholders (ideally one session per Business Unit or Division, ~60 min each)
- Exploration of critical topics:
- Goals and success measures
- Current challenges and pain points
- Opportunities for improvement
- Business value drivers
- Wish list and support needs
- Synthesis of insights into themes and trends that matter most to your organization
Your Commitment:
- Provide access to process owners and key stakeholders
- Dedicate time for each session (virtual or in-person)
- Executive Readout and Recommendations
- Purpose: Align leadership on findings and next steps.
What You’ll Receive:
- Insights summarized into business themes and priorities
- Refined partnership vision aligned to your strategy
- Strategic roadmap with clear milestones
- Product adoption roadmap to accelerate value realization
- Tactical action plan with next steps and ownership
- Access to leading practices and key resources to support execution
Your Benefit: A clear, actionable plan to drive measurable impact across your organization.
Requested Customer Resources
| Customer Resource | Responsibilities | Required | Recommended |
|---|---|---|---|
| Platform Owner | The platform owner plays a pivotal role in communicating intent, outcomes, and level of effort to process owners and other key stakeholders who will participate in workshops. They manage calendar invites using messaging provided by Impact. They act as the bridge between business needs and the platform capabilities, ensuring that outcomes from these sessions translate into actionable improvements. | ✓ | |
| Process Owner(s) | A senior leader within each business unit for each major process or service (for example, customer service, incident, HR, legal, finance, security, etc.) who is accountable for ensuring the process is fit for purpose. | ✓ | |
| Customer Success Executive (CSE) | The CSE is the primary owner of all accelerator workflows. Responsible for collaborating with business and process stakeholders to define workshop purpose, outcomes, audience, and format. Co-leads workshops with CSM and PA. Helps process owners understand what’s possible with the Platform now and what may require additional development or investment. Captures and analyzes findings, develops tactical action plan, revises the strategic roadmap, leads platform owner debriefs, prepares and delivers executive level readouts, and communicates risks and opportunities to the core team. | ✓ | |
| Customer Success Manager (CSM) | The CSM supports workshop scheduling, co-leads workshops with the CSE and PA, helps inform the tactical action plan, prioritizes and aligns Impact engagements with needs of the business, revises the strategic roadmap, and supports follow-on activities. | ✓ | |
| Platform Architect (PA) | The Platform Architect co-leads workshops with the CSE and CSM, leading discussions that are more technical in nature. Responsible for mapping business needs and pain points shared by process owners to platform capabilities, enhancements, or configuration options. Supports follow-on activities. | ✓ | |
| Support Account Manager (SAM) | The SAM may attend any workshop interviews where they may benefit from increased customer engagement, or if they would like to gain knowledge in a specific area of the business or platform to better support the customer. | ✓ | |
| Developer(s) | Makes changes within the ServiceNow platform to meet process requirements. | ✓ | |
| Trusted Service Partners | Attends ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support customers going forward. | ✓ | |
| Other Customer Roles | Primary stakeholders responsible for agent experience and engagement, including Customer Service Agents, team leaders and User Experience champions. | ✓ |
Requested Information / Access
Vision and strategy; objectives and outcomes, strategic roadmap, Product Adoption Roadmap, value drivers.
Exclusions
ServiceNow is not responsible for the execution of Stakeholder Path to Value recommendations.