Optimization Capability Configuration

This accelerator provides support in configuring capabilities and features to enhance platform health and drive ServiceNow product adoption.

Accelerator Overview

Optimization Capability Configuration provides Impact customers with configuration support for a targeted ServiceNow capability or feature. This accelerator may be initiated based on an Impact recommendation, including but not limited to:

• Outputs from an Impact Accelerator.
• Enabling a new feature not currently in use.
• Enhancing or expanding an existing capability.
• Supporting a process or workflow improvement initiative.

Package Availability

Note:

This Accelerator is available for Guided + Platform Optimization, Total, and Integrated Success packages

What You Get

Kick-off and Scope Alignment Session

• Understand customer problem statement and business need.
• Review the customer-completed intake form to align on the targeted capability configuration scope.
• Confirm the configuration scope and align on the level of customer participation.
• Customer provides documented user stories for the targeted capability configuration scope.
• Establish clear expectations on required Customer resources, accelerator activities, and timeline.

Sprint Planning Session(s)

• ServiceNow reviews Customer-provided user stories for completeness and configurability.
• Establish, review, and align on a sprint plan outlining in-scope user stories and sprint timeline.

Sprint Configuration and Unit Testing

• Conduct stand-up meetings.
• Configure stories according to the sprint plan.
• Execute unit tests for stories.

Sprint Review Session

Conduct one sprint review and demo session.

Close Out Meeting and Knowledge Transfer

• Conduct one knowledge transfer session.
• Discuss recommended next steps.

Outputs

• Configured user stories in the sub-production environment.
• Recommended next steps.

Requested Customer Resources

Customer will provide the required resources, as communicated by ServiceNow in the Kick-off and Scope Alignment Session, throughout the duration of the accelerator. The same personnel may fulfill multiple responsibilities.

Table 1. Customer resource and responsibilities

Customer Resource	Responsibilities
Business Analyst	Responsible for working with key project stakeholders to capture business and user requirements as stories. The Business Analyst also works with the Platform Administrators to ensure stories are understood, developed, tested, and delivered to specifications.
Process Owner	Responsible for the correct and complete definition of each of the processes implemented within the ServiceNow platform.
Product Owner(s)	Responsible for ensuring that the product backlog is defined with stories, visible, transparent, and clear to all, and shows what the team will work on next. The Product Owner also demonstrates the configured functionality to Customer's stakeholders at the end of each sprint.
Subject Matter Expert(s) (SME)	Responsible for confirming the design to help meet the Customer's requirements, and for working with ServiceNow to identify opportunities for processes to be moved into ServiceNow. The role may comprise both functional and technical experts. The SME also possesses in-depth functional and technical knowledge of any necessary processes and functions.
System Administrator(s)	Responsible for maintaining the stability and usability of the ServiceNow platform by performing application maintenance, managing support for incidents related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features. The ServiceNow System Administrator has technical ability that enables the fulfilment of common configuration and maintenance tasks.
Executive Sponsor	Responsible for setting and communicating the vision of ServiceNow within the rest of the enterprise. The Executive Sponsor also participates in governance and removes roadblocks to a successful completion.
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.
Project Manager	Responsible for tracking and communicating project status, serving as an escalation point to resolve obstacles, and working to deliver project work on schedule and budget. The Project Manager works closely with ServiceNow and in coordination with all other involved resources to plan, manage, and deliver ServiceNow releases.
Technical Resource(s)	Responsible for assisting with the development of the ServiceNow application and integrations. Technical Resources should also possess ITIL and JavaScript expertise as well as web services and XML experience as applicable to the scope of the accelerator.
Testing Coordinator	Coordinates Customer testing activities, including test plan, test cases, and test execution.

Requested Information / Access

Before ServiceNow can begin the accelerator, the following prerequisite tasks must be completed:

• Intake form (to be provided by the ServiceNow team) must be completed by the Customer at least four weeks prior to the Kick-off and Scope Alignment Session.
• Customer shall grant ServiceNow resources access to Customer's instances for the purposes of providing the accelerator during the period of performance.
• Customer shall clone its ServiceNow production environment to a sub-production instance on which ServiceNow will perform the accelerator activities.

Additional details on supplemental legal terms, prerequisites, specifications, requirements, and exclusions can be found in the Impact Accelerator Terms Matrix here.

Exclusions

• User Acceptance Testing (UAT), migration to production, and go-live support.
• Conversion and import of historical data.
• Changes to Customer or third-party systems.
• Data modification, normalization, formatting, or alteration.