Staffing and Roles Review

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

    • Insights into staffing and roles.

    Staffing and Roles Review – Advanced

    Guidance on effective role alignment

    Overview

    Staffing and Roles Review provides Impact Customers with leading practices content and prescriptive guidance to assist Customers in their analysis of roles, responsibilities, and potential skills gaps that currently exist in their ServiceNow program team to inform hiring, partnering, and outsourcing needs in support of their ServiceNow strategy. It aims to guide Customers on building an effective team to assist in execution on their ServiceNow vision and strategy, appropriate staffing to support the business, and approaches to reduce attrition.

    ServiceNow encourages Customer to request this Accelerator in conjunction with the CoEI Design Accelerator.

    What You Get

    Introductory Customer Session (up to 60 min)
    • Set expectations on process and depth of deliverable
    • Communicate expectation for Customer participation
    • Request data and any other inputs
    Discovery Sessions

    Review customer-provided artifacts and clarify any gaps.

    Customer Readout (up to 60 minutes)

    Review general organizational structure, staffing, and role suggestions in context of ServiceNow vision and strategy.

    Follow-Up Customer Session (optional upon Customer request - up to 60 min)
    • Opportunity for Q&A related to general resourcing guidance in context of ServiceNow vision and strategy
    • 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.
    ServiceNow AI Platform & Development team lead- Recommended Manages platform operations and development on the ServiceNow platform.

    Requested Information / Access

    • General organizational chart and resourcing detail, not to include personnel names, or other sensitive information, or specific reduction in force planning
    • Roles and responsibility definitions

    Exceptions

    ServiceNow will not be involved in resource selection processes.

    Staffing and Roles Review – Total

    Guidance on effective role alignment

    Overview

    Staffing and Roles Review provides Impact Customers with leading practices content and prescriptive guidance to assist Customers in their analysis of roles, responsibilities, and potential skills gaps that currently exist in their ServiceNow program team to inform hiring, partnering, and outsourcing needs in support of their ServiceNow strategy. It aims to guide Customers on building an effective team to assist in execution on their ServiceNow vision and strategy, appropriate staffing to support the business, and approaches to reduce attrition.

    ServiceNow encourages Customer to request this Accelerator in conjunction with the CoEI Design Accelerator.

    What You Get

    Introductory Customer Session (up to 60 min)
    • Set expectations on process and depth of deliverable
    • Communicate expectation for Customer participation
    • Request data and any other inputs
    Discovery Sessions (up to 8 hours, depending on number of discovery workshops / interviews)
    • Review customer-provided artifacts and clarify any gaps
    • Discuss current state of roles and responsibilities as well as the target maturity for Customer’s organizational model
    Customer Readout (up to 3 hours)
    • Review general organizational structure, staffing, and role suggestions in context of ServiceNow vision and strategy
    • Review and walk-through supporting resources that customer can use to execute against role and staffing suggestions
    Follow-Up Customer Session (optional upon Customer request - up to 60 min)
    • Opportunity for Q&A related to general resourcing guidance in context of ServiceNow vision and strategy
    • Provide additional guidance on leading practices

    Requested Customer Resources

    Table 2. Customer resource and responsibilities
    Customer Resource  Responsibilities 
    ServiceNow Executive Sponsor – Required Primary strategic contact for ServiceNow
    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.
    ServiceNow AI Platform & Development team lead- Recommended Manages platform operations and development on the ServiceNow platform.

    Requested Information / Access

    • General organizational chart and resourcing detail, not to include personnel names, or other sensitive information, or specific reduction in force planning
    • Customer’s charters and/or governance charters as applicable to ServiceNow deployment
    • Customer must have completed the Vision & Strategy Accelerator, and provide the ServiceNow vision & strategy map
    • Details on existing ServiceNow partner landscape
    • Roles and responsibility definitions

    Exceptions

    ServiceNow will not be involved in resource selection processes.