Access to Experts

  • Release version: Yokohama
  • Updated January 30, 2025
  • 4 minutes to read
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    Summary of Access to Experts

    The Access to Experts Accelerator offers ServiceNow Impact customers personalized virtual coaching sessions with ServiceNow subject matter experts (SMEs). These sessions focus on licensed ServiceNow Platform and product topics to provide precise, actionable guidance that accelerates value realization and improves outcomes. Access to Experts is available exclusively through the Impact initiative and is not directly requestable by customers outside this program.

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    Requestable Topics

    • Leading Practices: Receive prescriptive insights into ServiceNow product-specific best practices and methodologies for optimal results.
    • Technical How-To: Engage in one-on-one sessions for specific technical questions and guidance.
    • Product Capability Overview: Understand the features and capabilities of your licensed products post-sale.
    • Data Model Overview: Learn about key data types and dependencies within the ServiceNow Platform and up to two licensed solutions (e.g., ITSM with CSM).
    • Implementation Guidelines: Obtain expert recommendations and guidance on platform implementation and product adoption strategies.

    What You Get

    Impact customers must provide detailed context at least one week before the session to enable effective preparation by the ServiceNow Request Owner. A dedicated ServiceNow SME conducts the session and provides relevant assets. Customers receive up to 10 business days of follow-up support from the SME to address additional questions or clarifications.

    Customer Roles and Responsibilities

    Successful engagement requires involvement from key customer roles, including:

    • Platform Owner: Oversees the ServiceNow platform strategy and governance.
    • Platform Administrator: Manages day-to-day platform administration.
    • Enterprise Architect Lead and Technical Architect Lead: Provide architectural oversight and strategy.
    • Application Owner, System Administrators: Ensure application objectives and stability.
    • Optional/Recommended Roles: Enterprise Architects, Developers, and Subject Matter Experts support technical, functional, and development needs.

    Delivery Parameters and Limitations

    • Sessions focus solely on licensed ServiceNow Platform and product topics; unlicensed topics are redirected to Account Teams.
    • No direct system access, code reviews, instance copies, or hands-on interventions are performed by ServiceNow SMEs.
    • No on-premise visits, named resource commitments, or ongoing support beyond the defined follow-up period.
    • Additional sessions must be requested for extended support.
    • The Accelerator excludes resolving active support cases, guidance on customizations or integrations, and in-person workshops.

    Next Steps for Customers

    To engage effectively, Impact customers should complete the intake questionnaire with detailed request information at least one week prior to the session. This preparation enables targeted and efficient coaching from ServiceNow SMEs, maximizing the value of Access to Experts sessions.

    The Access to Experts Accelerator connects Impact customers to ServiceNow subject matter experts via personalized virtual coaching sessions.

    Accelerator overview

    Access to Experts targets precise and actionable guidance on the ServiceNow Platform and product topics for which Impact customers are currently licensed.

    Sessions offer specialized guidance on various ServiceNow product topics, aimed at accelerating value realization and outcomes on the ServiceNow Platform.

    Note:
    Impact squad members may determine that an Access to Experts Accelerator is to be requested based on the information submitted in the Access to Expertise initiative. The Accelerator is not available to be requested by customers outside of the Initiative.

    Requestable topics

    The Access to Experts Accelerator applies to a selected set of requestable topics:
    • Leading Practices:
      • Obtain prescriptive insights into ServiceNow product-specific leading practice guidelines for a chosen subject.
      • Aides in a deeper understanding of effective methodologies, approaches, and standards for optimal outcomes.
    • Technical How-To:
      • Schedule personalized one-on-one sessions with ServiceNow experts.
      • Address specific technical inquiries and receive prescriptive guidance.
    • Product Capability Overview: Explore the capabilities of your licensed products, exclusively designed for the post-sale phase
    • Data Model Overview:
      • Provide an understanding of the primary data types utilized by the ServiceNow Platform and your licensed products.
      • Provide an understanding of data dependencies for up to two solutions, such as ITSM with CSM.
    • Implementation Guidelines: Receive technical expertise, guidance, and recommendations on leading practices for Platform Implementation and product adoption.

    For examples of requests or additional information on the request process, see Request Access to Expertise.

    This feature is available for packages such as Impact Advanced and Impact Total along with the Impact Guided package and Strategic Value or Platform Governance, as add-on.

    What You Get

    Important:
    Impact customers must provide sufficient detail and context related to the requested topic at least one week in advance of the session to allow the  ServiceNow   Request Owner to prepare.
    Session Preparation
    ServiceNow   Impact Accelerator consultant evaluates the request and may gather additional information and assets based on the question submission.
    Access to Experts Customer Session (variable time allotment based on request)
    A ServiceNow subject matter expert (SME) will be assigned and perform the following:
    • Directly meet with the Impact customer addressing their request
    • Provide relevant assets addressing the request
    Follow-up
    Access to the ServiceNow subject matter expert will be provided for 10 business days following the session. The ServiceNow SME determines if additional follow-up is required to conclude the Access to Experts request.

    Requested Customer Resources

    Table 1. x
    Customer Resource  Responsibilities 
    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.
    Platform Administrator (Required) Responsible for the day-to-day administration of  the ServiceNow   platform.
    Enterprise Architect Lead (Required) Responsible for overall enterprise architecture, strategy, and governance.
    Technical Architect Lead (Required) Responsible for overall technical architecture.
    Application Owner (Required) Ensures that the program or programs, which make up the application, accomplish the specified objective or set of user requirements established for that application, including appropriate security safeguards.
    System Administrator(s) (Required) Maintains the stability and usability of the ServiceNow platform by performing application maintenance, managing support for cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features.
    Enterprise Architect(s) (Optional) Provides a holistic view of the organization’s strategy, processes, and other systems, including any necessary policy or organizational requirements. Helps guide the Platform Owner to align with technical or functional standards.
    Developer(s) (Recommended) Writes code for the ServiceNow platform.
    Subject Matter Expert(s) (Recommended) Provides expert level support across the program to the functional leads and their teams in the areas of reporting, dashboards, automation, and configurations for the Incident, Configuration, Problem, Knowledge Management, and Service Requests.

    Delivery Parameters

    • Eligibility Restrictions: Expertise and guidance are provided exclusively on ServiceNow Platform and product topics for which Impact customers are currently licensed. Requests pertaining to unlicensed topics are redirected to the Account Team for appropriate handling.
    • Customer Consent and Boundaries: All activities strictly adhere to advisory roles. Customer consent isn’t required for this Accelerator. ServiceNow resources won’t access customer instances or perform code review, instance copy, or direct keyboard interactions.
    • Remote Operation and Scope: No on-premise travel, named resources, or predefined scheduling commitments. If additional time outside of the follow-up period is needed, a new session will be requested.

    Requested Information / Access

    The  Impact Accelerator consultant may request additional information prior to the customer session and may also provide additional guidance in follow-up after the customer session.

    The intake questionnaire is to be completed at least one week in advance of the customer session.

    Exclusions

    This Accelerator doesn’t include:
    • Resolving active support cases.
    • Providing guidance on customizations, integrations, or enterprise-level solutions (e.g., Service Mapping) for licensed products.
    • Delivering on-site workshops or in-person engagements.
    • Instance access, code review, instance copying, direct keyboard interactions, or support for topics outside of the Impact Customer’s current licenses.
    • Administration, configuration, and customization of customer instance(s).
    • Replacement of other existing Impact Accelerators available to Impact Customers, which may be more aligned with resolution.