Staffing and Roles Review-On Demand

  • Release version: Australia
  • Updated May 6, 2026
  • 2 minutes to read

    • 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

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

    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.

    Table 1. Customer resource and 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.