Optimization Capability Design

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

Accelerator Overview

Optimization Capability Design provides Impact customers with design 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 design scope.
• Confirm the design scope category and validate the approach, including the level of Customer participation.
• Establish clear expectations on required Customer resources, Accelerator activities, and expected outputs.

Customer Reverse Demo Session

If applicable, Customer demonstrates their current state solution relevant to the targeted capability design scope.

Capability Design Working Session(s)

• Working sessions to gather Customer input and requirements for the targeted capability design scope.
• Perform product demonstrations of ServiceNow base system (out-of-the-box) platform capabilities, as applicable to the targeted capability design scope.

Capability Design User Stories

Document user stories for the targeted capability design scope.

Close Out Meeting and Knowledge Transfer

• Conduct one knowledge transfer session and formally hand off user stories.
• Discuss recommended next steps.

Outputs

Materials and content from the working sessions (for example, workshop decks, user stories, 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 verify stories are understood, developed, tested, and delivered to specification.
Process Owner	Responsible for the correct and complete definition of each of the processes implemented within the ServiceNow platform.
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 sound technical ability that enables the fulfillment of common configuration and maintenance tasks.
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 the 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.
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.
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.
Platform Architect	A technical leader responsible for providing consultative leadership to the Platform Owner and Platform Administrators. The Platform Architect assures platform alignment to business strategy and governance decisions, documents the platform, analyzes impacts of new requirements, and provides controls to ensure the correct technical solutions are leveraged in the delivery of business solutions.

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 before the Kick-off and Scope Alignment Session.
• If applicable, Customer grants ServiceNow resources remote access to Customer's instances for the purpose of providing the Services during the period of performance.

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

Exclusions

Development and configuration of the platform.