Staffing and Roles Review-On Demand
Summarize
Summary of Staffing and Roles Review-On Demand
The Staffing and Roles Review – On Demand accelerator offers ServiceNow Impact customers a self-guided, structured process to assess their platform staffing model. It helps identify gaps in team capabilities across key operational areas and supports building a prioritized action plan to address those gaps. Customers can independently complete the accelerator at their own pace using example-driven content and embedded tools.
Show less
This accelerator is available with Impact Guided, Impact Guided + (Strategic Value), and Total packages.
Prerequisites
- An active ServiceNow platform instance
- Familiarity with the organization’s current ServiceNow team structure and responsibilities
Key Features
- Orientation: Includes an introductory video and background materials explaining the methodology and how to maximize the accelerator’s value.
- Assessment: Guided questionnaire covering four operational domains to document current staffing, roles, responsibilities, and capabilities.
- Gap Prioritization: Transforms assessment results into a gap analysis, helping customers prioritize the most critical staffing or capability deficiencies.
- Resolution Selection: Enables customers to select an approach to address each prioritized gap, such as hiring, training, partnering, or redistributing resources.
- Action Plan Development: Generates a 90-day action plan detailing next steps, assigned owners, and timelines aligned with the chosen approaches.
Deliverables
Customers receive a downloadable 90-Day Staffing & Roles Readout summarizing their assessment findings, prioritized gaps, chosen resolution strategies, and the action plan.
Customer Responsibilities and Resources
- Platform Owner: Recommended as responsible for overall platform accountability, leadership, governance, and ensuring alignment of the ServiceNow team with business strategy.
- Provide access to the ServiceNow platform instance for reference during the assessment.
- Supply knowledge of the current team’s structure, including roles, headcount, and reporting lines.
- Share information about planned ServiceNow expansions, releases, or initiatives affecting staffing needs.
Important Notes
ServiceNow does not implement any recommended configuration changes arising from this accelerator. The focus is on assessment and planning to strengthen the customer’s internal staffing model and capabilities.
This Accelerator provides Impact customers with a guided, self-service experience to assess their ServiceNow platform staffing model, identify capability gaps, and build a prioritized action plan to strengthen their team.
Accelerator Overview
Staffing and Roles Review – On Demand provides Impact customers with a structured methodology to evaluate their current ServiceNow platform team against leading practices, identify staffing and capability gaps across key operational domains, and develop a prioritized, actionable plan to close those gaps. Customers complete the accelerator independently, using example-driven content and built-in tools, enabling them to identify gaps, prioritize improvements, and define next steps. Designed for independent execution, customers progress at their own pace.
Package Availability
Prerequisites
- Customer must have an active ServiceNow platform instance
- Customer must be familiar with their organization's current ServiceNow platform team structure and responsibilities
What You Get
- Orientation
- Review an introduction video and background materials that explain the methodology, what to expect, and how to get the most out of the accelerator.
- Assess Current State
- Complete a guided questionnaire across four operational domains to capture your current staffing model, roles, responsibilities, and capability levels.
- Prioritize Gaps
- Review your assessment results transformed into a gap analysis, then prioritize which gaps matter most to your organization.
- Select Approach
- For each prioritized gap, choose a resolution approach (hire, train, partner, or redistribute) based on your constraints and goals.
- Build Action Plan
- Generate a 90-day action plan with specific next steps, owners, and timelines based on your selected approaches.
- Output(s)
- A downloadable 90-Day Staffing & Roles Readout summarizing the customer's assessment findings, prioritized gaps, selected approaches, and action plan.
Requested Customer Resources
The following are recommended resources suggested to participate and contribute to the outcome of this Accelerator. The same personnel may fulfill multiple responsibilities.
| 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. | ✓ |
Requested Information / Access
- Access to your ServiceNow platform instance for reference during the assessment
- Knowledge of your current platform team structure, including roles, headcount, and reporting lines
- Awareness of planned ServiceNow expansions, upcoming releases, or strategic initiatives that may affect staffing needs
Exclusions
ServiceNow is not responsible for implementing any of the recommended configuration changes in your sub-production or production instances.