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ServiceNow Center of Excellence and Innovation

Why this is important

Creating a ServiceNow Center of Excellence and Innovation (CoEI) will help drive your vision for digitizing workflows. And running your CoEI well means you can improve your ServiceNow scale, velocity, and risk management.

Steps covered

1. Set the foundations for your CoEI
2. Define a charter and structure for your CoEI
3. Define your engagement and delivery model with business, service, and process owners
4. Define the right resourcing model 5. Operationalize your CoEI and advance your vision for digital transformation

Key takeaways

The most important things to know
A CoEI consolidates teams for strategy, business engagement and delivery, platform architecture and support, and innovation to reach value faster and advance ServiceNow’s role as an enterprise platform for digitizing workflows. A CoEI removes the organizational seams that can inhibit your ability to move from vision to value with ServiceNow.

Some aspects of your CoEI may look similar to CoEs in place for other platforms, but your CoEI should have unique competencies and resources for developing innovations in productivity and enhanced employee and customer experiences. Don’t just “relabel” platform support, project management, or application development for ServiceNow as a CoEI—instead, your CoEI’s value is in leading and coordinating these activities in pursuit of your strategic vision.

The payoff of getting this right
Successful CoEIs are able to realize—and accelerate—value realization from ServiceNow across the enterprise as they:

  • Set and oversee policies and processes that guard against technical risks, like ungoverned customization
  • Improve the scale and velocity of development teams
  • Help business lines discover new opportunities for innovation, both in terms of productivity and experience

What you need to get started

Prerequisites
A clear vision and ServiceNow roadmap
Stakeholders
Executive sponsors and a strategic governance team

When you should start this activity

Stand up your CoEI before demands for ServiceNow capabilities begin to scale. If you're implementing ServiceNow, start planning for your CoEI before you've completed 80% of your implementation phase.

More resources to check out

Success Playbook

Stand up a ServiceNow Center of Excellence and Innovation

Learn how to create a COEI that will help you reach your vision for digitizing workflows with ServiceNow.

Success Video

Stand up a ServiceNow Center of Excellence and Innovation

Watch our six-minute video about standing up a ServiceNow Center of Excellence and Innovation.

Executive Briefing Deck

Stand up a ServiceNow Center of Excellence and Innovation

Get a quick overview of how to stand up a ServiceNow Center of Excellence and Innovation.

On-Demand Webinar

Standing up a CoEI

Find out how a CoEI can help you get more from your ServiceNow investment.

Success Playbook

Build a dedicated, dynamic governance process, policies, and team

Learn how to build governance that accelerates the value you capture from ServiceNow.

Success Checklist

Build a dedicated, dynamic governance process, policies, and team

Download our step-by-step action plan for building the right governance model for ServiceNow.

Success Video

Establish ServiceNow Governance

Watch our five-minute video about establishing ServiceNow governance at your organization.

Executive Briefing Deck

Establish ServiceNow Governance

Get a quick overview of how to establish ServiceNow governance at your organization.