--- sourceDocument: Australia Impact sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/impact Release : - australia ft:locale : - en-US ft:publication_title : - Australia Impact ft:clusterId : - ipact bundleId : - ipact --- # OCM: Reinforcing and Sustaining Change # OCM: Reinforcing and Sustaining Change {#ariaid-title1} * Release version: Australia * * Updated May 6, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of OCM: Reinforcing and Sustaining Change TheOCM: Reinforcing \& Sustaining ChangeAccelerator helps ServiceNow customers maximize ongoing platform adoption and business value after go-live. It is the final phase in the OCM Accelerator Series, focusing on sustaining change through coaching aligned to the Reinforcement element of the OCM Readiness framework. This offering guides Platform Owners and OCM Leads to measure adoption, close post-launch gaps, maintain engagement via recognition and feedback, and develop a long-term sustainment plan. Show full answer Show less This Accelerator is available with Impact Guided+ (Strategic Value add-on), Advanced, and Total Packages, and is recommended after completing initial change enablement efforts such as OCM: Managing Change or an equivalent foundational strategy. ## Key Features * **Executive Sponsor Re-Engagement:** Reconnect sponsors with current adoption data and align on sustainment goals and metrics. * **Success Metrics \& KPI Framework:** Define sustainment KPIs measuring platform reach, engagement depth, and maturity with ownership and progress checkpoints. * **User Feedback \& Gap Analysis:** Conduct adoption surveys and focus groups to identify adoption gaps by user groups and root causes. * **Corrective Action Planning:** Develop targeted interventions with clear ownership, timelines, and success measures for priority gaps. * **Recognition \& Sustainment Plan:** Create culturally relevant recognition strategies, assign owners, and establish ongoing adoption activity cadences and escalation paths. * **Champion Network Assessment:** Evaluate champion health and integrate new employee onboarding to strengthen ongoing support. * **Business Review Session:** Present adoption progress and realized value to leadership for sponsor validation and priority confirmation. * **Adoption Sustainability Scorecard:** Complete final surveys, usage measurements, and document success stories to close the accelerator engagement. ## Key Outcomes Customers receive a comprehensive **Sustainment \& Adoption Playbook**, including: * Defined success metrics and KPI framework to track ongoing adoption health. * Guidance for adoption dashboard setup to visualize key indicators. * User feedback survey and focus group data highlighting adoption gaps. * Business impact assessment aligning adoption to organizational value. * Actionable corrective plans targeting adoption challenges. * Recognition and celebration playbook supporting sustained user engagement. * A long-term sustainment plan outlining champion role evolution and continuous improvement processes. * Baseline cumulative OCM assessment with tracking for adoption decay. ## Customer Engagement and Resources Successful engagement requires collaboration from several customer roles: * **Platform Owner:** Oversees overall platform accountability and governance. * **System Administrator(s):** Ensure platform stability and manage support and configuration tasks. * **Executive Sponsor:** Provides strategic oversight and engagement. * **Communication and Change Leads:** Manage internal communications and change enablement programs. * **Trusted Service Partners:** Participate in coaching to support ongoing adoption efforts. Additional helpful information includes organization charts, stakeholder lists, communication guidelines, current adoption metrics, and business case documentation to align sustainment efforts with organizational goals. ## Important Considerations ServiceNow does not implement recommended configuration changes in customer instances as part of this Accelerator. Customers should ensure prerequisites, including a completed initial go-live and foundational change management work, are met before engagement. This Accelerator provides guided coaching to measure adoption, close post-go-live gaps, sustain behaviors through recognition and feedback loops, and build a long-term sustainment plan for your ServiceNow platform. ## Accelerator Overview {#ocm-reinforcing-sustaining-change__section_accelerator_overview} **OCM: Reinforcing \& Sustaining Change** provides Impact customers with coaching --- aligned to the Reinforcement element of the OCM Readiness framework --- that helps Platform Owners and OCM Leads create steady-state adoption and realize ongoing business value from ServiceNow. This offering covers success metrics and KPI definition, adoption dashboard setup, user feedback collection, corrective action planning, recognition and celebration strategies, champion network expansion, and long-term sustainment planning, providing teams a structured approach to protect and build on their transformation investment. Note: This is the third and final accelerator in the three-part OCM Accelerator Series. It follows OCM: Preparing for Change (Awareness + Desire) and OCM: Managing Change (Knowledge + Ability). ## Package Availability {#ocm-reinforcing-sustaining-change__id_shv_jt1_2jc} Note: This Accelerator is available for Impact Guided+ (Strategic Value add-on), Advanced and Total Packages. ## Prerequisites {#ocm-reinforcing-sustaining-change__section_prerequisites} * Completion of an initial ServiceNow go-live and the availability of an appointed Platform Owner or OCM Lead. * Completion of [OCM: Managing Change](https://servicenow-prod.fluidtopics.net/Dp0RIDVDPReMJDsnxZ4JoA "This Accelerator provides coaching to assess training needs, build enablement plans, close skill gaps, and activate champion networks — equipping users with the knowledge and ability to adopt ServiceNow.") or equivalent foundational change management work (e.g., an established enablement strategy, active champion network, and baseline adoption data) --- is recommended before this engagement. {#ocm-reinforcing-sustaining-change__ul_prerequisites} ## What You Get {#ocm-reinforcing-sustaining-change__section_what_you_get} Includes the following CSE-led sessions and activities, as applicable (up to 1.5 hours each): Executive Sponsor Re-Engagement Session : * Reconnect sponsor to current adoption data and outcomes * Align on sustainment goals with specific metrics and timeframes {#ocm-reinforcing-sustaining-change__ul_exec_sponsor} Success Metrics \& KPI Framework : Sustainment KPIs defined across three dimensions --- who is using the platform (Reach), how deeply (Engagement), and how effectively (Maturity) --- with named owners, baselines, and 30/60/90-day check-in dates End-User Feedback \& Gap Analysis : * Adoption survey and focus groups across a representative user population * Top adoption gaps identified by stakeholder group and root cause {#ocm-reinforcing-sustaining-change__ul_gap_analysis} Corrective Action Plan : A targeted intervention for each priority gap, with a named owner, timeline, and success measure Recognition \& Sustainment Plan : * Recognition strategy with tactics selected to fit your culture * Named owners, cadences, and escalation paths for all ongoing adoption activities * Champion network health assessment and new employee onboarding integration {#ocm-reinforcing-sustaining-change__ul_sustainment_plan} Business Review Session : * Present your adoption story and value realized to leadership * Sponsor acknowledges progress and confirms remaining priorities {#ocm-reinforcing-sustaining-change__ul_business_review} Adoption Sustainability Scorecard \& Accelerator Close : * Final OCM survey and 30/60/90-day usage measurement * Scorecard completed, sustainment plan sponsor-approved, and success stories documented {#ocm-reinforcing-sustaining-change__ul_scorecard} Output(s) : A comprehensive Sustainment \& Adoption Playbook, including: * Success metrics and KPI framework * Adoption dashboard setup guide * User feedback survey and focus group results * Business impact assessment * Corrective action plan * Recognition and celebration playbook * Sustainment plan with champion role evolution * Continuous improvement framework * Cumulative OCM assessment baseline with decay tracking {#ocm-reinforcing-sustaining-change__ul_outputs} ## Requested Customer Resources {#ocm-reinforcing-sustaining-change__section_requested_customer_resources} {#ocm-reinforcing-sustaining-change__table_customer_resources__entry__4} | Customer Resource | Responsibilities | Required | Recommended | |:-|:-|:-:|:-:| | Platform Owner | 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. | ✓ | | | System administrator(s) | Responsible for maintaining 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. | ✓ | | | Executive Sponsor | Primary strategic contact for ServiceNow. | ✓ | | | Communication Lead(s) | Drafts and publishes Customer's internal communications. | ✓ | | | Change Lead(s) | Manage Customer's ServiceNow change enablement program. | ✓ | | | Trusted Service Partners | Attend ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support the customer going forward. | | ✓ | [Table 1. Customer resource and responsibilities] {#ocm-reinforcing-sustaining-change__table_customer_resources} ## Requested Information / Access {#ocm-reinforcing-sustaining-change__section_requested_information_access} Additional details on supplemental legal terms, prerequisites, specifications, requirements, and exclusions can be found in the Impact Accelerator Terms Matrix [here](https://www.servicenow.com/legal/servicenow-impact.html). **Helpful to Have (If available):** * Organization chart for impacted departments * Preliminary stakeholder list (key influencers, potential champions, known resistors) * History of recent change initiatives (successes and challenges) * Existing communication channels and corporate communication guidelines * Current adoption metrics or license utilization data (if expanding existing deployment) * Business case or value proposition documentation used to justify the original ServiceNow investment (for business impact alignment) {#ocm-reinforcing-sustaining-change__ul_helpful_to_have} ## Exclusions {#ocm-reinforcing-sustaining-change__section_exclusions} ServiceNow is not responsible for implementing any of the recommended configuration changes in your sub-production or production instances.