Center of Excellence & Innovation Design

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • The Center of Excellence and Innovation Design (CoEI) Accelerator provides guidance on building your ServiceNow CoEI.

    Accelerator overview

    Center of Excellence & Innovation (CoEI) Design provides Impact customers with leading practices content and prescriptive guidance and support to build a CoEI within their organization. This Accelerator aims to help customers use a CoEI as a vehicle to realize and accelerate the value they receive from their ServiceNow platform.

    Package Availability

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

    What You Get

    Introductory customer session (up to 60 minutes)
    • Set expectations on process and depth of deliverable
    • Explain the concept of a ServiceNow CoEI and its importance
    • Share resources and assign readings
    • Communicate expectations for customer participation
    • Request data and any other inputs
    • Set up a plan for assessment
    Customer discovery sessions workshops (up to 12 hours)
    • Review how the current CoEI organization structure meets your needs
    • Assist in identifying potential gaps in the current CoEI organization structure
    • Develop a recommended CoEI organizational structure
    CoEI diagram
    Diagram of the recommended CoEI organizational structure
    Customer review session (up to 60 minutes)
    • Review the CoEI diagram deliverable
    • Review recommended functional roles and responsibilities
    Implementation plan workshop (up to 2 hours)
    • Co-develop a plan to implement the recommended CoEI structure
    • Outline of resources and risks
    • Assistance with measuring the progress and effectiveness of the plan

    Requested customer resources

    One or more customer resources are requested. The specific number of resources provided is Accelerator and customer specific.

    Table 1. Customer resource and responsibilities
    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.
    Executive sponsor (Required) Primary strategic contact for ServiceNow.
    Process owner (Required) Owns the process being reviewed.

    Requested Information / Access

    • Organizational chart and roles and responsibilities
    • RACI diagrams
    • Charter and/or guiding principles document

    Exceptions

    ServiceNow resources are not responsible for implementation or management of the ServiceNow CoEI.