Expert Connect

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

    • This accelerator provides guidance on ServiceNow platform technical how-to questions.

    Overview

    Expert Connect provides an opportunity for Impact Customer administrators and developers to connect with a ServiceNow platform subject matter expert in a 1:1 session and receive guidance on a specific technical how-to question.

    The scope of topics is primarily the ServiceNow platform, but may include upgrades, ITSM, ITBM, ITOM, CSM, SPM, Reporting, Performance Analytics, Automated Test Framework (ATF), Virtual Agent, and Now Intelligence (AI).

    The following table provides examples of the types of requests Expert Connect could fulfill.

    Table 1. Illustrative topics and example Exper Connect Activities
    Illustrative Topics Example Expert Connect Activities
    Questions regarding the configuration of a specific ServiceNow Application

    Answer a specific technical how-to question presented by the customer.

    Provide guidance on how an application may be able to help address a Customer pain point.
    Reporting and dashboards Provide guidance on ways to approach building Customer-specific reports.

    What You Get

    Question submission (Customer)
    Access the Expert Connect Initiative from within Impact and submit your question into the Description box.
    The question must be a specific technical how-to question with sufficient detail to enable the Impact Accelerator Consultant to prepare for the session.
    Session preparation (Impact Accelerator Consultant)

    A ServiceNow Impact Accelerator Consultant will evaluate the request and gather information and assets, based on the customer question submission.

    Expert Connect Customer Session (up to 60 min)
    • A ServiceNow Subject Matter Expert will meet with you and directly address the technical question requested. Also an overview of applicable assets will be provided related to the customer submission.
    • The opportunity for Q&A related to the request is provided.

    Requested Customer Resources

    Any Customer personnel that may benefit from this Accelerator.

    Requested Information / Access

    Customer shall provide a specific technical how-to question with sufficient detail related to the requested topic reasonably in advance of the session to allow for the ServiceNow Impact Accelerator Consultant to prepare.

    The Impact Accelerator Consultant may request additional information prior to the Customer Session and may also follow-up post Customer Session with additional information.

    Each Expect Connect request may only cover 1 topic or application area at a time.

    Exceptions

    Expert Connect does not include the administration/configuration/customization of Customer instance(s), business process design or redesign, strategic planning, code reviews, product demos of net new products, or applicable deployments.