White Paper

ServiceNow Platform Support Model:

Recommended Roles, Responsibilities
and Considerations
 ServiceNow Platform Support Model White Paper

Table of Contents

Overview........................................................................................................................ 3
Platform Support Team................................................................................................... 3
ServiceNow Executive Sponsor................................................................................... 4
ServiceNow Platform Owner........................................................................................ 4
ServiceNow Platform Architect..................................................................................... 5
ServiceNow Application Developer.............................................................................. 6
ServiceNow System Administrator............................................................................... 6
ServiceNow Quality Assurance Engineer...................................................................... 7
ServiceNow Business Analyst...................................................................................... 8
ServiceNow Trainer...................................................................................................... 9
ServiceNow Project Manager/Scrum Master................................................................ 9
Platform Support Team Responsibilities..................................................................... 10
ServiceNow Platform Support Team Considerations..................................................... 11

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 White Paper

ServiceNow Platform Support Model:

Recommended Roles, Responsibilities
and Considerations
Overview
In good practice, ServiceNow recommends that you consider instantiating a ServiceNow
In good practice, Platform Support Team. This team serves a critical role in establishing, maintaining,
ServiceNow and extending ServiceNow as a strategic business platform. The responsibilities of the
team ensure stability, performance, and a user experience that leads to high levels of
recommends that you satisfaction and include:

consider instantiating • Enhancement of existing application configurations

a ServiceNow Platform • Development of new ServiceNow applications and services

Support Team. • Management and resolution of ServiceNow application incidents

The purpose of this document is to identify the recommended roles, responsibilities and
considerations that enable organizations to effectively manage, optimize, and extend the
ServiceNow platform.

Platform Support Team

The Platform Support Team includes a number of resources that contribute to the
success of the ServiceNow platform. The following sections identify key roles, their
responsibilities, required skills, and available training paths.

Executive Sponsor
(N)

Platform Owner
(N)

ServiceNow ServiceNow System ServiceNow ServiceNow ServiceNow ServiceNow ServiceNow

Platform Architect Administrator Developer Quality Assurance Business Analyst Trainer Project Manager
(N) (N) (N) (N) (N) (N) (N)

Figure 1: Example Platform Support Team

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 ServiceNow Platform Support Model White Paper

ServiceNow Executive Sponsor

The Executive Sponsor is responsible for establishing the relevance of the platform within
Overall, the the rest of the enterprise. Through this role the strategic vision and direction is set.

ServiceNow Platform Responsibilities may include the following:

Owner is responsible • Aligns business issues with solutions that ServiceNow offers and communicates to
your business peers
and empowered with • Creates and enforces the vision and strategy for the program managing the platform
the authority to make and the alignment with solving business issues

decisions that impact • Leads and actively participates in governance meetings and activities

• Partners with the Platform Owner and supporting team to ensure that capabilities of
the platform and does the platform and team are aligned with the vision and strategy
so in alignment to your
Recommended training:
business strategy and
• ServiceNow Foundations eLearning Course (six self-paced, online modules)
governance.
ServiceNow Platform Owner
The ServiceNow Platform Owner is a senior leader who has overall accountability of the
ServiceNow platform. This individual provides leadership and oversight to the Platform
Support Team, ensures team alignment to business strategy and the ServiceNow
roadmap, and is actively involved in the overarching governance of the platform.
Overall, the ServiceNow Platform Owner is responsible and empowered with the authority
to make decisions that impact the platform and does so in alignment to your business
strategy and governance.
Responsibilities may include the following:

• Leads team in alignment to business strategy, roadmap, and platform governance

policies
• Articulates vision and business value of building, supporting, and developing the
platform
• Overall ownership and oversight of ServiceNow instances

• Management and oversight of application escalations

• Actively contributes to ServiceNow program governance team

Skills may include the following:

• Enterprise and/or IT Service Management

• IT Financial Management

• ServiceNow Foundational Knowledge

Recommended training:

• ServiceNow Foundations eLearning Course (six self-paced, online modules)

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 ServiceNow Platform Support Model White Paper

ServiceNow Platform Architect

The ServiceNow Platform Architect is a technical leader who provides consultative
The ServiceNow leadership to the Platform Support Team, assures platform alignment to business
strategy, and governance decisions. The Architect documents the platform, analyzes
Platform Architect is a impacts of new requirements, and provides controls to ensure the correct technical
solutions are leveraged in the delivery of business solutions.
technical leader who
Overall, the ServiceNow Platform Architect has strong technical abilities, a sound
provides consultative understanding of business strategy and policies that govern the ServiceNow platform,
leadership to the and possesses advanced ServiceNow knowledge and skill.
Responsibilities may include the following:
Platform Support
• Creates and maintains a detailed view of existing architecture
Team, assures
• Aligns ServiceNow platform capabilities to business strategy and ServiceNow roadmap
platform alignment to • Leads the Platform Support Team in implementation of technical good practices,
business strategy, and policies and procedures

governance decisions. • Provides architectural controls and analysis of impacts for new requirements
• Identifies opportunities to combine similar solution needs

• Provides leadership and participates in implementing new requirements on the

ServiceNow platform
• Contributes to governance processes

• Stays current on ServiceNow products and applicable integrated technologies

Skills may include the following:

• Enterprise Security and Architecture

• Enterprise and/or IT Service Management

• ServiceNow Advanced System Administration

• ServiceNow Application Development

• Experience with database design schemas and data modeling

• Strong requirements-gathering experience

• Experience with middleware and discovery technologies

• Scripting

­ – JavaScript
­ – Web Services
­ – HTML
­ – CSS
­ – Jelly

Recommended training:

• ServiceNow System Administration

• ServiceNow Advanced System Administration

• Scripting in ServiceNow

• Application Creation in ServiceNow

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 ServiceNow Platform Support Model White Paper

ServiceNow Application Developer

The ServiceNow Application Developer is a senior technical resource that possesses
The ServiceNow advanced administration capability and is able to design, build, and customize
ServiceNow applications and services. The Developer works across applications, delivers
System Administrator new functionality and innovative solutions, and supports the entire development lifecycle.
The ServiceNow Application Developer has a software development background that
maintains the stability will be enhanced by ServiceNow System Administration, ServiceNow Advanced System
and usability of the Administration, Scripting in ServiceNow, and Application Creation in ServiceNow.

ServiceNow platform Responsibilities may include the following:

by performing • Assists ServiceNow System Administrators with incident resolution, as needed

• Designs and develops new ServiceNow applications and services

application
• Assists ServiceNow Business Analyst in estimating release level of effort
maintenance, • Provides mentoring and guidance for ServiceNow System Administrators
managing support • Takes ownership of complex business requirements and works them to completion
for incidents related
Skills may include the following:
to ServiceNow
• Enterprise and/or IT Service Management
applications, and • Advanced System Administration
contributing to • Experience with database design schemas and data modeling
ServiceNow software • Strong requirements gathering experience

releases by delivering • Scripting

configuration tasks ­ – JavaScript

­ – Web Services
and features.
­ – HTML
­ – CSS
­ – Jelly

Recommended training:

• ServiceNow System Administration

• ServiceNow Advanced System Administration

• Scripting in ServiceNow

• Application Creation in ServiceNow

ServiceNow System Administrator

The ServiceNow System Administrator maintains the stability and usability of the
ServiceNow platform by performing application maintenance, managing support for
incidents related to ServiceNow applications, and contributing to ServiceNow software
releases by delivering configuration tasks and features. The ServiceNow System
Administrator has sound technical ability that enables the fulfillment of common
configuration and maintenance tasks.

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 ServiceNow Platform Support Model White Paper

Responsibilities may include the following:

The ServiceNow • Manages and resolves incidents against ServiceNow applications

• Performs routine maintenance to include performance monitoring and error

Quality Assurance identification/ remediation
Engineer validates • Manages Update Set creation and migration

the application • Schedules and verifies instance clones

• Leads ServiceNow upgrade planning and execution

functionality
• Manages Instance Security, User/Group Access/Access Control Lists
configured or • Contributes to ServiceNow releases
customized by
Skills may include the following:
System Administrators
• Enterprise and/or IT Service Management
and Application
• Advanced ServiceNow System Administration
Developers.
­ – List/Form/Navigation Pane Updates
­ – Catalog Items
­ – Workflow
­ – Configuration Reviews
­ – Instance Patch Management
­ – Creating Tables and Fields

Recommended training:

• ServiceNow System Administration

• ServiceNow Advanced System Administration

ServiceNow Quality Assurance Engineer

The ServiceNow Quality Assurance Engineer validates the application functionality
configured or customized by System Administrators and Application Developers. This
individual possesses knowledge of the ServiceNow platform and applications, how they
are used internally, and is able to interpret and validate technical specifications. The
ServiceNow Quality Assurance Engineer is an uncompromising quality engineer that
brings a detail-oriented nature and the ability to think from the users’ perspective. The
ServiceNow Quality Assurance engineer benefits from the ServiceNow Foundations
eLearning Course and ServiceNow System Administration training.
Responsibilities may include the following:

• Reviews requirement specifications and technical designs and provides meaningful

feedback
• Creates comprehensive and well-structured test plans and suites

• Estimates, prioritizes, plans, and coordinates testing activities

• Identifies, documents, and tracks software defects

• Performs thorough regression testing of resolved defects

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 ServiceNow Platform Support Model White Paper

Skills may include the following:

The ServiceNow • Enterprise and/or IT Service Management

• Knowledge of software quality assurance methodologies

Business Analyst
• Strong communication skills that include the ability to write clearly and concisely
works with key project • Strong knowledge of the ServiceNow platform and application navigation
stakeholders to
Recommended training:
capture business and
• ServiceNow Foundations eLearning Course (six self-paced, online modules)
user requirements. • ServiceNow System Administration

ServiceNow Business Analyst

The ServiceNow Business Analyst works with key project stakeholders to capture
business and user requirements. The Analyst also works with the Platform Support Team
to ensure requirements are understood, developed, tested, and delivered to specification.
The ServiceNow Business Analyst possesses sound foundational knowledge of the
ServiceNow platform and applications, a detailed understanding of the business users
represented, and the ability to describe business and user requirements in a manner
that enables system administrators, application developers, and quality assurance
engineers to understand, estimate the relative effort, and deliver business functionality.
The ServiceNow Business Analyst benefits from the ServiceNow Foundations eLearning
Course and ServiceNow System and Advanced System Administration training.
Responsibilities may include the following:

• Represents project stakeholders throughout planning, development, and release

processes
• Owns the relationship with project stakeholders to identify, model, and document
business, process, and data requirements
• Works with Platform Support Team to develop release estimates

• Supports Platform Support Team in understanding business and test requirements

• Translates technical complexities to project stakeholders, ensuring understanding of

design decisions

Skills may include the following:

• Strong technical foundation and knowledge of the ServiceNow platform

• Proficient analysis skill and capability to identify downstream implications

• Exceptional communication skills

• The ability to develop and forge strong relationships and build consensus among
competing stakeholders

Recommended training:

• ServiceNow Foundations eLearning Course (six self-paced, online modules)

• ServiceNow System Administration

• ServiceNow Advanced System Administration

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 ServiceNow Platform Support Model White Paper

ServiceNow Trainer
The ServiceNow Trainer creates material and delivers training that ensures effective and
The Project efficient use of ServiceNow applications. The Trainer works with the Platform Support
Team to understand application functionality, and create and deliver learning programs in
Manager tracks and established corporate formats.
communicates project The ServiceNow Trainer benefits from the ServiceNow Foundations eLearning Course
and ServiceNow System Administration training. This individual may also take advantage
status, serves as of ServiceNow Fulfiller training that includes Train-the-Trainer offerings where ServiceNow
an escalation point Education Services experts develop training content that is then delivered by the
ServiceNow Trainer.
to resolve Platform Responsibilities may include the following:
Support Team • Collaborates with key subject matter experts and assesses group and individual
obstacles, and works training needs

to deliver project work • Plans, develops, and delivers comprehensive learning programs

• Facilitates ongoing communication with project stakeholders to assess efficacy of

on schedule and learning programs
budget.
Skills may include the following:

• Foundational ServiceNow platform and application knowledge

• Ability to create comprehensive learning programs

• Engaging presentation skills

• Capability to demonstrate a command of program material

Recommended training:

• ServiceNow Foundations eLearning Course (six self-paced, online modules)

• ServiceNow System Administration

ServiceNow Project Manager/Scrum Master

The ServiceNow Project Manager/Scrum Master works with the Platform Support Team
to plan, manage, and deliver ServiceNow releases. The Project Manager tracks and
communicates project status, serves as an escalation point to resolve Platform Support
Team obstacles, and works to deliver project work on schedule and budget.
The ServiceNow Project Manager benefits from the ServiceNow Foundations eLearning
Course and ServiceNow Project Portfolio Management training.
Responsibilities may include the following:

• Single point of contact with knowledge of every aspect of Platform Support Team work

• Provides direction and oversight to Platform Support Team resources

• Plans and defines project scope, establishing measurable goals

• Establishes project timelines and completes projects on schedule

• Manages risks and opportunities

• Takes ownership of platform support issues and works to resolution

• Actively manages project status and communications ensuring transparency to project

stakeholders and Platform Support Team

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 ServiceNow Platform Support Model White Paper

Skills may include the following:

The Platform • Highly organized, detail-oriented, and an inherent ability to multi-task

• Team leader and consensus builder

Support Team fulfills
• Excellent communicator
a number of critical • Ability to rapidly identify and resolve issues
responsibilities within • Possesses a sound technical foundation and working knowledge of the ServiceNow
platform and applications
the organization
in support of the Recommended training:

ServiceNow program. • ServiceNow Foundations eLearning Course (six self-paced, online modules)

• ServiceNow System Administration

• ServiceNow Project Portfolio Management

Platform Support Team Responsibilities

The Platform Support Team fulfills a number of critical responsibilities within the
organization in support of the ServiceNow program. In times of growth, organizations
may run parallel development paths. The following table identifies and differentiates core
platform support activities and extended platform development activities the team(s) may
perform.

Core Platform Support Activities Platform Development Activities

Performance Monitoring and Management
Error Identification and Remediation
Data Archiving and Rotation
Modification of System Properties
Core Integration Updates and Maintenance
ITSM for ServiceNow Services
Search Management
Index Identification and Creation
Create and Migrate Update Sets
Instance Cloning
Upgrade Planning and Execution
Configuration Reviews
Security/ACL Creation and Updates
User/Group Administration
Enabling Application Plugins
Instance Patch Management
Notifications
List/Form/Navigation Pane Updates
View Definition
Template Creation and Updates
Reporting, Metrics, and Dashboards
Creation of New Platform Integrations
Catalog Items and Record Producers
Scripting and Automation
Configuration of Service Level Agreements
Solution Design
Custom Application Development
Portal Design and Development
Data Migration
Discovery or Orchestration Configuration
Creating Tables or Fields
Configuring Application Plugins
Creating/Modifying Scheduled Jobs
Notifications

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ServiceNow Platform Support Model White Paper

ServiceNow Platform Support Team Considerations

There are a number of considerations that may impact the size, composition, and
The amount of new performance of a ServiceNow Platform Support Team. Please consider the following
product development factors in determining the right ServiceNow Platform Support Team for your organization.

will significantly impact • The organization contains clearly defined process ownership that resides outside the
Platform Support Team, but is available on an as-needed basis.
your Platform Support • Platform Support Team members are properly trained.
Team needs. The • Resources may be dedicated or shared service resources, but are allocated sufficiently

team may grow or to achieve team goals and commitments.

• Resource may be full- or part-time. This will be dependent on program scale,
contract based on complexity, and the number of applications and services deployed.
organizational need. • Resource ramp time is a factor, especially for resources not solely focused on
ServiceNow.
• All roles can be outsourced, but ServiceNow recommends retaining the Business
Analyst role.
• Complex portals will require web design and development skills that include HTML,
CSS, and JavaScript.
• The amount of new product development will significantly impact your Platform
Support Team needs. The team may grow or contract based on organizational need.
• The Platform Support Team will have dependencies and require support from outside
technical staff.
• ServiceNow Service Catalogs can have a significant impact on Platform Support Team
needs. As your catalogs grow in size and complexity, more time will be required from
your Platform Support Team.

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©2015 ServiceNow, Inc. All rights reserved.

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