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Citizen Development Program

Plan

Pilot

Scale

Plan your citizen development program

Align with your existing ServiceNow® practices, app dev methodology, and digital transformation objectives.

Use Workbook

Formalize your citizen development initiative by establishing a program framework with KPIs. Secure executive and stakeholder buy-in for support.

Assure ownership, measurement, and participation.

Read Ebook

Use these steps to guide your plans

Citizen development starts with a pilot.

Create your vision and roadmap

Determine your objectives and plan your milestones. Citizen development should be managed as a program that starts with a pilot and scales over time.

View White Paper

Identify program owners

Select a leader for your program. Program managers will organize the community, facilitate training, share best practices, and secure IT service delivery.

Choose an executive sponsor as a champion.

Secure buy-in

Appoint a sponsor to champion the program to leadership and the org. Ensure they promote a clear vision of how citizen development brings value and the support you need from them.

Identify ideal use cases

Turn ideas into apps. Define and document the kinds of applications that are the right fit for citizen development and align with your platform strategy.

Plan your pilot

Create training plans, for both your internal policies and the Now Platform®, then identify the candidates who will participate in the pilot.

Use these steps to guide your plans

Create your vision and roadmap

Determine your objectives and plan your milestones. Citizen development should be managed as a program that starts with a pilot and scales over time.

View White Paper

Identify program owners

Select a leader for your program. Program managers will organize the community, facilitate training, share best practices, and secure IT service delivery.

Secure buy-in

Appoint a sponsor to champion the program to leadership and the org. Ensure they promote a clear vision of how citizen development brings value and the support you need from them.

Identify ideal use cases

Turn ideas into apps. Define and document the kinds of applications that are the right fit for citizen development and align with your platform strategy.

Plan your pilot

Create training plans, for both your internal policies and the Now Platform®, then identify the candidates who will participate in the pilot.

Plan your program
Expand All

With effective training and management in place, your citizen development program can be a game changer. Citizen developers can help IT reduce backlogs and increase innovation. With their program participation, citizen developers gain valuable, transferable skills and can enhance their career path.

Good citizen developer candidates will have:

Deep organizational understanding
Process expertise
Collaboration skills
Desire to learn

Find potential program participants based on the characteristics and skills your program manager and IT admins define.

Find the most suitable candidates from one team or business unit or opt to invite participation from your entire organization. Plan to collaborate with your internal communications teams to socialize your program via various internal channels.

Set criteria for your pilot. Ideal candidates for citizen developers understand how an app works and can add value to the business.

They should be willing to invest in the app creation and continuous improvement over time and agree to:

Build and maintain their skills
Comply with IT-approved development practices
Attend at least 75% of program meetings
Participate in the communities of practice

Citizen developers lack the technical knowledge to fit into your existing development processes. IT admins who understand your internal policies and processes need to decide if and how modifications can be made to accommodate citizen developers. Training in internal IT policies, security procedures, and for ServiceNow apps, should be part of your overall enablement process.

Inspire and engage your citizen developers with:

Orientation and on-boarding activities
Education on the Now Platform
Learning opportunities
Recognition

Set up a learning program to teach skills and establish standards that will let your citizen developers be active contributors to the program and add to their professional experience.

Offer:

Official learning and certifications
How-to reference library
Practice environments
Assessments

Plan for the growth of your program. While IT developers will continue their focus on your enterprise projects, your citizen developers will still need support.

Provide them with:

Hands-on training for beginners
Access to ServiceNow training content
A community for knowledge sharing
Mentors or coaches

PLAN

Governance planning

Governance is a decision-making framework that defines how ServiceNow strategy, portfolio, and technical decisions are made and who has the authority to make them.

Learn The Basics

Read Data Sheet

Governance model Structure decision-making to ensure your operating model works.

Strategic governance Ensure application development remains aligned with roadmap objectives.

Portfolio governance Define and administer the application demand intake process.

Technical governance Establish technical standards and best practices.

Planning for governance is critical to ease the concerns of your line of business stakeholders and IT. Implementing the Now Platform guardrails creates a safe space for your citizen developers to innovate while still protecting the platform.

Consider how work gets done on the Now Platform, by describing how you will:

Envision, evaluate, and prioritize opportunities to digitize workflows
Create, deliver, and drive adoption of digital workflows in response to demand
Measure the value you deliver and communicate your success

Decide how to use and manage citizen development on the Now Platform as part of your planning. The Now Platform is your engine for digital transformation, and your operating model is how you run that engine.

Defining who owns the decision-making processes for the technical standards on the Now Platform should be a key part of your planning.

Forming a technical governance board for decision-making balances experience with priorities. This board will define technical standards and best practices, specify development processes, establish guidance on testing and deployments, and detail training requirements.

Invite a blend of IT and business owners to participate. Consider inviting a:

Platform architect
Platform owner
IT domain owner
Program manager
Business analyst
Quality assurance lead
Security/compliance lead
Development lead
User experience lead

Document their roles and how they will work with the Now Platform using a combination of personas, scopes, and tools. Factor in your security and DevOps models as you plan.

Aligning with your enterprise vision is an important step in strategic governance. Your roadmap defines the path and helps keep you in step with your initial plans, KPIs, and program goals.

Strategic governance helps:

Establish and monitor measures of success
Control budgets and resources
Monitor and adhere to set schedules

Create a demand board to collect requests and enhancements. This helps you build a roadmap that aligns with the vision for your citizen development program. Define who needs to be involved in portfolio choices and detail how that group can make informed decisions.

Recruit a chair for the demand board and develop a charter that outlines its mission and purpose. Having internal alignment upfront will help smooth your decision-making process in the future.

Your demand board should involve key participants from across your organization. Consider inviting the following roles to participate in demand board decision-making:

Platform architect/Platform owner
Program manager
Business analysts
IT process/domain owners
Vendor managers
Portfolio/service owners
Key suppliers and partners
Demand managers

As part of the planning process, be sure to outline what decisions the demand board will make. Some of the most important considerations are how will you:

Determine the criteria for new capabilities, functionality, and configurations
Govern demand intake
Delegate approvals for low-risk changes
Select an app that is a good fit for the Now Platform
Decide what makes an app a candidate for citizen development
Support the app in production
Determine the criteria for apps to be deprecated or merged

3X increase in dev capacity

Learn how Jabil is realizing significant business value. With nearly 5K work hours saved, Jabil embraced citizen development as a service on the Now Platform.