Enterprises create a ServiceNow Center of Excellence and Innovation (CoEI) to drive vision, digital transformation, and optimize workflows. A well working CEOI (Center of Excellence and Innovation) has been proven to deliver business value and improve Enterprise scale, velocity, and risk management. Enterprises who invest in a COEI typically do so to recognize the following capabilities:

• Identify improvement opportunities to create business value
• Focus on innovation and improve customer and user experience
• Establish strategic roadmaps and maintains plans that move the dial towards innovation
• Engage clear roles and responsibilities to recognize new organizational capabilities
• Enable data based decision-making and streamlined process/platform approaches

What exactly is a Center of Excellence and Innovation?

It is a strategically focused organizational model aimed at optimal focused value realization and seamless progress. Enterprises structure investments into developing a Center of Excellence an Innovation to:

• Improve velocity by removing barriers and consolidating teams for strategic delivery, support and innovation
• Improving strategic value recognition by promoting workflows and seamless organizational focus
• Helping business to partner and create innovation opportunities through an effective best practices centric workflow.

How to structure a ServiceNow Center of Excellence an Innovation Model ?

1. Foundations: Define Structure and Set the Strategy for Value Realization
   • Assess Value proposition
   • Structure Roadmap to Success Strategy
   • Value Management
   • Budget and Resource Structure
2. Define Engagement and Delivery Model: Focus Business Engagement on On Time and On Budget Delivery Commitments
   • Workflow Design the rollout of pace, scale and value
   • Demand Management
   • Training and Organizational Change Management Communications
3. Define your Resourcing Model to Energize Platform Performance Architecture and best practices support
   • Set Instance Success Strategy
   • Establish Deployment plan
   • Define Technical Standards
   • Determine support and knowledge requirements
   • Define your COEI as a central resource for across business lines Service Management Solutions
4. Establish COEI Operational Structure to Encourage Innovation Adoption and Opportunity Identification
   • Continuous development improvement, and opportunity spotting
   • Best Practices centric experience, design and standards
   • Evolve key deliverables that improve capabilities and extend measures of success

Resources for Establishing a Center of Excellence and Innovation

• Benefits of a Modern Center of Excellence
• COEI Center of Excellence and Innovation- Success Playbook
• Executive Briefing Deck from ServiceNow COEI
• Executive Briefing Deck for ServiceNow Governance
• How to Define a ServiceNow COEI Operating Model
• How to Define ServiceNow Governance
• How to Establish ServiceNow Governance Process
• IT Service Management Forum: How to start and scale a continuous optimization journey
• ServiceNow COEI Frequently Asked Questions

Have your set up a Center of Excellence and Innovation? How is it working?

Get involved in San Francisco Bay Area ITSMF

For board participation, hosting a virtual event, proposing a topic to present, or sharing hiring leads by contacting ITSMF President Dawn Simmons (Khan) on ITSMF USA Profile, LinkedIn or dcsimmons@soinnovatesolutions.com.