The role of a Platform Owner is as much a leadership role as it is a technical role. A Platform Owner needs to: be a trusted advisor to the business, find opportunities where the ServiceNow platform can drive value and find efficiencies across an organization, consult with business leaders on their needs and requests, ensure good governance of the platform is set up and executed well, and ensure the workforce is prepared to adopt all the platform has to offer.

The Adopting a Platform Owner Mindset workshop focuses on the leadership qualities of the role, and therefore is different than most other ServiceNow courses. It is not a technical workshop, but a leadership workshop, focusing on the mindset and the power skills one must have to be an effective Platform Owner.

This workshop is not just for Platform Owners and aspiring Platform Owners though. Anyone who wants to think more holistically about how the platform impacts their organization and drive greater value will benefit from this workshop.

The 2-day workshop is immersive, with expectations for a high level of participation in engaging team-based collaborative and competitive activities. The workshop is centered around a business simulation highlighting key decision-making moments in the journey of a Platform Owner and includes capability bursts that focus on discussing and developing key Platform Owner skills.

This course focuses on the following Platform Owner capabilities:

• • Understanding the Owner Mindset
  • Platform Owner Time Allocation
  • Designing Optimal User Experiences
  • Effective Platform Governance
  • Delivering Key Messages
  • Organizational Change Management
  • Communicating Value: The Language of Executives

Module 1: Understand the Owner’s Mindset

Objectives:

• Align on a definition for the Platform Owner role and its responsibilities
• Compare the Platform Owner role to a System Administrator
• Identify pain points preventing growing into a full Platform Owner
• Identify qualities that create the best Platform Owners

Activities:

• Workshop intro
• Opening poll and other individually answered questions
• Large group discussion

Module 2: Take Your First Steps as a Platform Owner

Objectives:

• Review this business simulation case study
• Identify the scoring mechanisms for the business simulation
• Align with your breakout team on a name and a working agreement
• Discuss current and ideal Platform Owner time allocation and prioritization
• Engage in the first round of simulation scenarios as a team

Activities:

• Large group discussion
• Time allocation and prioritization individual activity
• Simulation scenarios 1-4

Module 3: Go Deeper to Gain Insights

Objectives:

• Identify the root cause of a real-world business success story
• Explain the difference between knowledge and insights
• Describe what can happen when insights are missed or skipped
• Apply the ALOE method to gaining insights
• Identify how to create high-impact questions
• Convert insights into well-written user stories

Activities:

• Large group discussion
• Partnered activity to gain insights
• Large group activity on creating high-impact questions

Module 4: Lead Best Practices in the Enterprise

Objectives:

• Establish effective platform governance
• Engage in the second round of the business simulation
• Identify best practices for delivering key messages to the organization
• Identify best practices for leading organizational change in an organization

Activities:

• Opening poll
• Large group discussion on governance
• Large group activity on triaging business challenges to the correct level of governance
• Simulation scenarios 5-8
• Large group discussion on delivering key messages
• Individual and partnered activity to craft and practice delivering key messages
• Large group discussion on organizational change management
• Team-based activity to prioritize and focus on key drivers for organizational change

Module 5: Create and Communicate Value

Objectives:

• Identify the characteristics of the executive mindset
• Experience the challenges faced by C-suite executives when it comes to the ServiceNow platform
• Identify how to frame conversations with executives to be perceived as a trusted partner
• Engage in the final round of the business simulation

Activities:

• Large group discussion on executive mindset
• Small group C-suite role play activity
• Simulation scenarios 9-11
• Workshop wrap-up

The Adopting a Platform Owner Mindset workshop is for Customers, Partners, and Employees who are either current Platform Owners, aspiring Platform Owners, or existing ServiceNow practitioners (such as process owners or product owners or seasoned system administrators) who want to better understand the concerns of a Platform Owner and think more holistically about the platform across their organization.

There is no certification associated with this course