Impact Squad

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

    • Your Impact Squad is a team of on-demand experts who work with you to take on your teams unique transformation challenges.

    Table 1. Impact Squad Members
    Title Role
    Customer Success Manager The main point of contact, curating and coordinating content, best practices and recommendations based on your organizational goals and ServiceNow product mix.

    Your advocate for business value​ that delivers:

    • Impact Foundations​
    • Customer Impact Plan​
    • Impact Accelerators​
    • Training and initiative recommendations
    Success Architect An accomplished digital transformation leader advising on strategy, governance, value management and program management to enable you to achieve desired business outcomes. Drawing on insights from scores of successful engagements, they specialize in advising customers on key transformation decisions throughout your ServiceNow journey, as follows:
    • Drives your ServiceNow transformation strategy and roadmap to achieve your desired business outcomes.​
    • Identifies the right implementation plan and partner strategy to ensure to accelerate your desired outcomes.​
    • Builds appropriate program governance and capabilities to realize program success and drive user adoption.​
    • Uses value management to measure your progress and strengthen your digital transformation comes.​
    • Coordinates ServiceNow experts and resources to realize enduring success.​
    Platform Architect Extends beyond technical expertise with proven management consulting and professional services experience to guide you with technology strategy and governance, as well as provide actual solution design and architecture as follows:
    • Establishes an enterprise-wide technical architecture and implementation strategy to set the foundation for enduring success.​
    • Drives standardization and best practice platform management, enabling you to focus on value delivery.​
    • Institutes technical governance to optimize platform performance and minimize long-term technical risk.​
    • Enables rapid upgrades to new features and innovation that drive new value.​
    • Builds a platform team focused on delivering value and innovation.
    Support Account Manager Provides support services and platform performance management, such as enhanced support and driving activities like operational reviews, performance reports, case management, and more as follows:
    • Bi-weekly operational reviews​
    • Monthly performance reports​
    • Quarterly periodic support reviews​
    • Case management and escalations​
    • Problem management and reporting​
    • Change management and reporting​
    • Upgrade and patch planning and oversight