Citizen Development Program Design

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Citizen Development Program Design

    The Citizen Development Program Design Accelerator offers prescriptive guidance for ServiceNow Impact customers to establish a Citizen Development Program. This program enables non-coders, referred to as Citizen Developers, to create applications and workflows using low-code development, eliminating the need for prior coding knowledge. The Accelerator includes workshops to identify potential candidates, assess training needs, and evaluate governance requirements.

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    Key Features

    • Kickoff Meeting: Initial planning for the program.
    • Workshops: Three structured workshops focusing on vision and planning, enabling Citizen Developers, and establishing governance standards.
    • Candidate Identification: Development of a prioritized list of potential Citizen Developers and use cases.
    • Training and Support: Review of training curriculum and support models.
    • Governance Structure: Establishment of instance architecture, design standards, and app lifecycle models.
    • Toolkit Resources: Access to additional resources, including a readout deck and supporting materials.

    Key Outcomes

    Customers can expect to receive a comprehensive implementation timeline, a marketing and recruitment plan, and the necessary tools to facilitate the Citizen Development process. The program aims to empower organizations to leverage low-code solutions effectively while ensuring governance and oversight through defined roles, including a Platform Owner, Executive Sponsor, and Citizen Development Program Owner.

    Prerequisites

    To successfully implement the program, customers must identify key stakeholders, ensure the presence of a ServiceNow platform owner, and have the App Engine license and products installed and configured.

    Exceptions

    Note that the Accelerator may not be available for customers in certain restricted environments, such as FedRAMP or self-hosted instances. ServiceNow does not manage the implementation of App Engine recommendations on customer environments.

    Provides prescriptive guidance on enabling Citizen Development for your ServiceNow platform.

    Overview

    The Citizen Development Program Design Accelerator provides Impact customers with prescriptive guidance to effectively  develop a Citizen Development Program for the ServiceNow platform. ServiceNow technology empowers non coders, known as Citizen Developers, to build new applications and workflows without having prior coding knowledge using low-code development.

    This Accelerator includes workshops to assess and create a prioritized list of candidates for Citizen Development, determine the required screening and training for them, and assess operational and technical governance to identify any necessary adjustments.

    For more information on the Citizen Development and low code development, see Exploring App Engine Studio.

    Note:
    This Accelerator is available in Advanced and Total Packages.

    What You Get

    Kickoff Meeting
    Workshop planning meeting
    Citizen Development Workshop #1 - Vision, Plan, and Focus
    • Prioritized candidate list and potential use cases determined
    • Value proposition
    • Marketing and awareness messaging
    • Recruitment plan
    • Initial implementation timeline
    • Develop an initial implementation timeline
    • Conduct the Citizen Development adoption maturity questionnaire
    Citizen Development Workshop #2 - Enable and Empower
    Review the following:
    • Training curriculum – ServiceNow and Customer allocations
    • Support model and responsibilities
    • Demand intake process
    Citizen Development Workshop #3 - Establishing Guardrails
    • Instance architecture
    • Design considerations and standards
    • Developer security model
    • App life cycle model
    • Testing standards
    • App review standard
    • Additional toolkit resources

    The readout deck and supporting Citizen Development assets are delivered to the Customer.

    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.
    Platform Architect (Required) Provides a holistic view of the ServiceNow platform, processes, and other systems, including any necessary policy or organizational requirements.
    Citizen Development Program Owner Manages all the Citizen Development program.

    Prerequisites

    The following are required prerequisites:

    • Identification of key players
    • ServiceNow platform owner required
    • App Engine license and products installed and configured

    Exceptions

    This Impact Accelerator in its entirety or portions of the Impact Accelerator Activities may not be available to customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, to self-hosted customers, or in other restricted environments.

    ServiceNow is not responsible setting up or for implementing App Engine' recommendations on Customer’s sub-production or production instances.