Stand up a ServiceNow

Center of Excellence and

Innovation
Customer Success Best Practices
Agenda

What is a ServiceNow® Center of Excellence and Innovation (CoEI)?

Why should you invest in one?

How should you structure a ServiceNow CoEI?

What should you do next?

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What is a ServiceNow Center of Excellence and Innovation?

A recommended organizational model for delivering strategic value that

consolidates teams for
CoEI

Strategy Business engagement Platform architecture Innovation

and delivery and support

and removes the organizational seams that can slow down value realization.

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Why invest in a ServiceNow CoEI?

Improve your velocity by Improve strategic value by Help business partners

consolidating teams for strategy, promoting workflows and discover opportunities
delivery, platform support, and experiences that cross for innovation through workflow.
innovation. organizational seams.

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How should you structure your CoEI?

CoEI functions: Strategy Business engagement Platform architecture Innovation

and delivery and support

• Roadmap oversight • Workflow design • Instance strategy • Opportunity spotting

Activities and • Value management • Demand management • Deployment • Experience design and
deliverables: • Budget and resourcing • Training and OCM • Technical standards standards

Measures Value On-time/on-budget Platform performance Adoption and

of success: realization delivery (incl. upgradeability) opportunity capture

Key Don’t just define a structure—define the CoEI’s key deliverables and measures of success.
insights Build a roadmap that shows how your CoEI will evolve as ServiceNow usage grows.

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Bring enterprise value to life

Your innovation team discovers an opportunity to support frontline

service workers with a mobile experience…

…which the strategy …the business engagement …and the platform

team prioritizes in and delivery team then architecture and support
the roadmap after supports the rollout at scale… team supports technical
assessing the value… deployment

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Four best practice steps to stand up a CoEI

STEP 1 STEP 2 STEP 3 STEP 4

Set your foundations and Define your Define your resourcing Put your CoEI into
define your CoEI engagement and model. operation.
structure. delivery model.

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Key takeaways

1 2 3

Start with defining CoEI Aim at enterprise, Set up your CoEI to be

activities and deliverables not just IT, value. the go-to resource for
before defining the innovation opportunities
organizational model. across business lines.

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What should you do next?

Review the best practice materials available on the Customer Success Center:
• Success Playbook • Success Insight – Operating model

Discuss the value that a ServiceNow CoEI can deliver with your executive sponsor.

Take steps to define a CoEI charter and structure that will deliver on your vision for workflow
transformation.

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Contact us with your questions:
best.practices@servicenow.com
http://www.servicenow.com/success

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Thank you
 Customer Success Best Practices
ServiceNow’s Best Practice Center of Excellence provides prescriptive, actionable advice to help you
maximize the value of your ServiceNow investment.

Definitive guidance on a Created and vetted Proven to help you transform

breadth of topics by experts with confidence

Strategic
Best practice insights
from customers, partners,
Critical and ServiceNow teams
processes
Practical Actionable
Expert
Management insights Technical Based on thousands of
successful implementations
Common across the globe
pitfalls and
challenges

Tactical Distilled through a

rigorous process to enhance Value- Expert-
Designed for: your success added validated

Executive Platform Service

sponsors owners and process
and teams owners

Contact your ServiceNow

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