Platform Team Charter - Customer Success - ServiceNow



-35560377969ServiceNow platform team charterPurpose: Use this customizable template to build a charter for your ServiceNow platform team. This charter should provide a written document that serves as the North Star for the team’s mission, goals, objectives, and guiding principles. When to use: Create your team charter during the forming stage. Ownership:The platform owner should lead this effort, but the team charter should be created and supported by all team members. Time to complete: Plan for a minimum of 2–3 hours in a team workshop.Additional resources:For more information on building your platform team, see our Success Playbook on how to build a team of ServiceNow experts and train users, and additional resources on our Customer Success Center.400051905Team charterIdentify the team’s purpose including its scope, for example:This charter establishes a ServiceNow platform team to establish, maintain, and extend ServiceNow as a strategic business platform in <your organization>.Team membersList team members. Nominate a team lead who will lead decision-making and consider a second in command to step into that role if the team lead isn’t available.Team valuesList 5–7 values that the team agrees will guide their teamwork and operations, for example:TransparencyCommunicationAccountabilityTeamworkRespecting different perspectivesGuiding principlesList 5–10 principles that the team will aspire to guide decision-making to support organizational goals, for example:Champion ServiceNow across <your organization>.Serve as an example of best practices for <your organization>’s IT groups.Support strategic, technical, and portfolio decision-making in accordance with <organization>’s governance policies.Support <organization>’s organizational change efforts to ensure success.Make sure all team members have the appropriate training and training paths to ensure their individual and our collective success.Assist in maturing <organization>’s employees, processes, and tools to improve long-term business performance. Team goalsList 5–10 goals that the team will strive to achieve, for example:Support and oversee the ServiceNow implementation so it aligns with the objectives outlined in <your organization’s> business plan.Maintain ServiceNow products, processes, and applications on the Now Platform. Make sure the platform is stable and performing well. Design and improve the user experience for the services supported on ServiceNow.Expand how ServiceNow is used in <your organization>.Lead platform application development and configuration.Effectively provide platform administration (e.g., management and resolution of ServiceNow application incidents).Success criteriaIdentify how your team will measure its success, such as delivering on time, on budget, or targeted user satisfaction ratings. Align these success criteria to the ServiceNow business case and your executive sponsor’s goals. ................
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