Access to Experts
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Summary of Access to Experts
The Access to Experts Accelerator connects ServiceNow Impact customers with subject matter experts through personalized virtual coaching sessions. This service aims to provide actionable guidance on the ServiceNow Platform and its licensed products, facilitating faster value realization and improved outcomes.
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Key Features
- Requestable Topics: Customers can request insights on various topics, including Leading Practices, Technical How-To, Product Capability Overview, Data Model Overview, and Implementation Guidance.
- Session Preparation: Customers must provide detailed context about their requests at least one week before the session to allow for adequate preparation.
- Assigned Expertise: A ServiceNow SME is designated to each session to address customer inquiries and provide relevant resources.
- Follow-Up Access: Customers have access to the SME for 10 business days post-session for any additional queries.
Key Outcomes
This Accelerator is designed for Impact Advanced and Total package customers, emphasizing the importance of governance and alignment with the ServiceNow roadmap. It ensures customers receive tailored advice to enhance their ServiceNow experience and drive effective implementation without direct access to their instances or customization support.
The Access to Experts Accelerator connects Impact customers to ServiceNow subject matter experts via personalized virtual coaching sessions.
Overview
Access to Experts targets precise and actionable guidance on the ServiceNow Platform and licensed products.
Sessions offer specialized guidance on various ServiceNow product topics, aimed at accelerating value realization and outcomes on the ServiceNow Platform.
Note:
Impact squad members may determine that an Access to Experts Accelerator is to be requested based on the information submitted in the Access to Expertise initiative. The Accelerator is not available to be requested by customers outside of the Initiative.
Requestable topics
The Access to Experts Accelerator applies to a selected set of requestable topics:
- Leading Practices:
- Obtain tailored insights into ServiceNow product-specific general guidelines for a chosen subject.
- Aides in a deeper understanding of effective methodologies, approaches, and standards for optimal outcomes.
- Technical How-To:
- Schedule personalized one-on-one sessions with ServiceNow experts.
- Address specific technical inquiries and receive tailored guidance tailored.
- Product Capability Overview:
- Explore the capabilities of your licensed products, exclusively designed for the post-sale phase
- Obtain the necessary processes and technical considerations for ServiceNow Platform adoption and implementation
- Data Model Overview:
- Provide an understanding of the primary data types utilized by the ServiceNow Platform and your licensed products.
- Provide an understanding of data dependencies for up to two solutions, such as ITSM with CSM.
- Implementation Guidance:
- Detail current ServiceNow platform implementation phases and areas for enhancement
- Receive actionable feedback on general guidelines and recommendations.
For examples of requests or additional information on the request process, see Request Access to Expertise.
Note:
This Accelerator is exclusively available as a restricted release in Impact Advanced and Total packages to select Impact squads and customers with the May 17, 2024 Impact SKUs.
What You Get
Important:
Impact customers must provide sufficient detail and context related to the requested topic at least one week in advance of the session to allow the ServiceNow Request Owner to prepare.
- Session Preparation
- ServiceNow Impact Accelerator consultant evaluates the request and may gather additional information and assets based on the question submission.
- Access to Experts Customer Session (variable time allotment based on request)
- A ServiceNow subject matter expert (SME) will be assigned and perform the following:
- Directly meet with the Impact customer addressing their request
- Provide relevant assets addressing the request
- Follow-up
- Access to the ServiceNow subject matter expert will be provided for 10 business days following the session. The ServiceNow SME determines if additional follow-up is required to conclude the Access to Experts request.
Requested Customer Resources
| 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. |
| Platform Administrator (Required) | Responsible for the day-to-day administration of the ServiceNow platform. |
| Enterprise Architect Lead (Required) | Responsible for overall enterprise architecture, strategy, and governance. |
| Technical Architect Lead (Required) | Responsible for overall technical architecture. |
| Application Owner (Required) | Ensures that the program or programs, which make up the application, accomplish the specified objective or set of user requirements established for that application, including appropriate security safeguards. |
| System Administrator(s) (Required) | Maintains 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. |
| Enterprise Architect(s) (Optional) | Provides a holistic view of the organization’s strategy, processes, and other systems, including any necessary policy or organizational requirements. Helps guide the Platform Owner to align with technical or functional standards. |
| Developer(s) (Recommended) | Writes code for the ServiceNow platform. |
| Subject Matter Expert(s) (Recommended) | Provides expert level support across the program to the functional leads and their teams in the areas of reporting, dashboards, automation, and configurations for the Incident, Configuration, Problem, Knowledge Management, and Service Requests. |
Delivery Parameters
- Eligibility Restrictions: Expertise and guidance are provided exclusively on ServiceNow Platform and product topics for which Impact customers are currently licensed. Requests pertaining to unlicensed topics are redirected to the Account Team for appropriate handling.
- Customer Consent and Boundaries: All activities strictly adhere to advisory roles. Customer consent isn’t required for this Accelerator. ServiceNow resources won’t access customer instances or perform code review, instance copy, or direct keyboard interactions.
- Remote Operation and Scope: No on-premise travel, named resources, or predefined scheduling commitments. If additional time outside of the follow-up period is needed, a new session will be requested.
Requested Information / Access
The Impact Accelerator consultant may request additional information prior to the customer session and may also provide additional guidance in follow-up after the customer session.
The intake questionnaire is to be completed at least one week in advance of the customer session.
Exclusions
This Accelerator doesn’t include:- Instance access, code review, instance copying, direct keyboard interactions, or support for topics outside of the Impact Customer’s current licenses
- Administration, configuration, and customization of customer instance(s).
- Replacement of other existing Impact Accelerators available to Impact Customers, which may be more aligned with resolution.