Center of Excellence & Innovation Design

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

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

    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.

    Refer to the Customer Success Center for additional information about the CoEI.

    Note:
    This Accelerator is available for Impact 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 Session(s) 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
    Follow-Up Customer Session (optional upon customer request - up to 60 minutes)
    • Opportunity for Q&A related to CoEI
    • Assistance with execution advice and metrics to measure progress
    • Provide additional guidance on leading practices

    Requested Customer Resources

    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.