Citizen Development Program Design

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Citizen Development Program Design

    The Citizen Development Program Design Accelerator helps ServiceNow Impact customers establish an effective Citizen Development Program. It leverages ServiceNow’s low-code capabilities to enable non-coders, called Citizen Developers, to create applications and workflows without prior coding experience. The program includes workshops for candidate identification, training needs assessment, governance review, and prioritization of use cases to build a structured approach for Citizen Development on the ServiceNow platform.

    Show full answer Show less

    Key Features

    • Workshops and Planning: Includes kickoff, planning, and three workshops focusing on vision, candidate selection, training, governance, and technical guardrails.
    • Candidate and Use Case Prioritization: Develops a prioritized list of Citizen Developer candidates and potential use cases to focus efforts effectively.
    • Training and Support Model: Defines training curricula, support responsibilities, and demand intake processes to empower Citizen Developers.
    • Governance and Standards: Establishes instance architecture, security models, lifecycle management, testing standards, and app review processes to maintain quality and compliance.
    • Deliverables: Provides a readout deck and supporting assets to facilitate program implementation and ongoing management.

    Customer Responsibilities

    Successful implementation requires participation from key customer roles:

    • Platform Owner: Oversees the ServiceNow platform, ensuring alignment with business strategy and governance.
    • Executive Sponsor: Acts as the primary strategic contact for ServiceNow.
    • Platform Architect: Provides comprehensive platform and process oversight, including policy considerations.
    • Citizen Development Program Owner: Manages the Citizen Development program execution.

    Prerequisites and Limitations

    • Identification of key stakeholders and appointment of a ServiceNow platform owner is mandatory.
    • App Engine license and relevant products must be installed and configured.
    • Some Accelerator activities may not be available in highly regulated or restricted environments (e.g., FedRAMP, DOD IL5, IRAP-Protected data centers) or for self-hosted customers.
    • ServiceNow does not implement App Engine recommendations on customer production or sub-production instances.

    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 for Impact 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

    One or more customer resources are requested. The specific number of resources provided is Accelerator and customer specific.

    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.