Staffing and Roles Review – Total
Summarize
Summary of Staffing and Roles Review – Total
The Staffing and Roles Review Accelerator is designed to help ServiceNow Impact Customers analyze their current team roles, responsibilities, and skill gaps within their ServiceNow program. This guidance enables customers to make informed decisions about hiring, partnering, and outsourcing aligned with their ServiceNow strategy. The objective is to help build an effective team that supports the execution of the ServiceNow vision, maintains appropriate staffing levels, and reduces attrition risks. This Accelerator is recommended to be used alongside the CoEI Design Accelerator and is available within the Impact Guided+ (Strategic Value add-on), Advanced, and Total packages.
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Key Features
- Introductory Customer Session (up to 1 hour): Establishes process expectations, defines customer participation, and requests necessary data inputs.
- Discovery Sessions (up to 8 hours): Involves reviewing customer-provided documentation, clarifying gaps, and discussing the current and target organizational maturity regarding roles and responsibilities.
- Customer Readout (up to 3 hours): Presents organizational structure, staffing recommendations, and role suggestions aligned with the ServiceNow vision and strategy. Also includes walkthroughs of supporting resources for implementation.
- Follow-Up Customer Session (optional, up to 60 minutes): Provides an opportunity for Q&A and additional guidance on resourcing best practices related to the customer's ServiceNow strategy.
Customer Requirements and Resources
- Required Participants: ServiceNow Executive Sponsor (primary strategic contact) and ServiceNow Platform Owner (accountable for platform oversight and alignment).
- Recommended Participant: ServiceNow AI Platform & Development team lead to manage platform operations and development.
- Requested Documentation: Organizational chart and resourcing details (without sensitive personnel information), governance charters related to ServiceNow deployment, completed Vision & Strategy Accelerator outputs including the vision & strategy map, and details on existing ServiceNow partner engagements.
Important Notes
- ServiceNow does not participate in the customer’s resource selection processes.
Benefits for ServiceNow Customers
By engaging with this Accelerator, customers gain a structured approach to evaluate and optimize their ServiceNow program staffing. This ensures the right roles and skills are in place to support business goals, reduce turnover, and align team capabilities with the broader ServiceNow strategy. Customers receive tailored recommendations and resources that empower them to build and maintain an effective ServiceNow team confidently.
Guidance on effective role alignment
Accelerator Overview
Staffing and Roles Review provides Impact Customers with leading practices content and prescriptive guidance to assist Customers in their analysis of roles, responsibilities, and potential skills gaps that currently exist in their ServiceNow program team to inform hiring, partnering, and outsourcing needs in support of their ServiceNow strategy. It aims to guide Customers on building an effective team to assist in execution on their ServiceNow vision and strategy, appropriate staffing to support the business, and approaches to reduce attrition.
ServiceNow encourages Customer to request this Accelerator in conjunction with the CoEI Design Accelerator.
Package Availability
What You Get
- Introductory Customer Session (up to 1 hr)
- Set expectations on process and depth of deliverable
- Communicate expectation for Customer participation
- Request data and any other inputs
- Discovery Sessions (up to 8 hours, depending on number of discovery workshops / interviews)
- Review customer-provided artifacts and clarify any gaps
- Discuss current state of roles and responsibilities as well as the target maturity for Customer’s organizational model
- Customer Readout (up to 3 hours)
- Review general organizational structure, staffing, and role suggestions in context of ServiceNow vision and strategy
- Review and walk-through supporting resources that customer can use to execute against role and staffing suggestions
- Follow-Up Customer Session (optional upon Customer request - up to 60 min)
- Opportunity for Q&A related to general resourcing guidance in context of ServiceNow vision and strategy
- Provide additional guidance on leading practices
Requested Customer Resources
| Customer Resource | Responsibilities |
|---|---|
| ServiceNow Executive Sponsor – Required | Primary strategic contact for ServiceNow |
| Platform Owner- Required | 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. |
| ServiceNow AI Platform & Development team lead- Recommended | Manages platform operations and development on the ServiceNow platform. |
Requested Information / Access
- General organizational chart and resourcing detail, not to include personnel names, or other sensitive information, or specific reduction in force planning
- Customer’s charters and/or governance charters as applicable to ServiceNow deployment
- Customer must have completed the Vision & Strategy Accelerator, and provide the ServiceNow vision & strategy map
- Details on existing ServiceNow partner landscape
- Roles and responsibility definitions
Exceptions
ServiceNow will not be involved in resource selection processes.