Staffing and Roles Review

---
title: Staffing and Roles Review
description: This accelerator provides guidance on effective role alignment for staffing and informs hiring, partnering, and outsourcing needs in support of their ServiceNow strategy.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/impact/accelerator-and-initiative-list/staffing-and-roles-review-brazil.html
release: australia
product: Accelerator and Initiative List
classification: accelerator-and-initiative-list
topic_type: reference
last_updated: "2026-09-10"
reading_time_minutes: 2
keywords: [Staffing, Roles, Skills Gaps, CoEI Design, Platform Team, Hiring, Outsourcing, Attrition]
breadcrumb: [Strategy Accelerators, Accelerator catalog, Accelerators and Initiatives, Using Impact, Impact]
---

# Staffing and Roles Review

This accelerator provides guidance on effective role alignment for staffing and informs hiring, partnering, and outsourcing needs in support of their ServiceNow strategy.

## Accelerator Overview

Staffing and Roles Review provides Impact customers with leading practices content and prescriptive guidance. This content helps customers analyze roles, responsibilities, and potential skills gaps in their ServiceNow program team. It guides customers on building an effective team to execute their vision and strategy, staff appropriately for the business, and reduce attrition.

**Tip:** ServiceNow encourages customers to request this accelerator in conjunction with the CoEI Design Accelerator.

## Package Availability

**Note:** This Accelerator is available for Impact Guided+ \(Strategic Value\), and Total Packages.

## What You Get

-   **Introductory Customer Session \(up to 1 hour\)**
    -   Set expectations on process and depth of deliverable
    -   Communicate expectation for customer participation
    -   Request data and any other inputs
-   **Discovery Sessions \(up to 8 hours, depending on number of discovery workshops / interviews\)**
    -   Review customer-provided artifacts and clarify any gaps
    -   Discuss current state of roles and responsibilities as well as the target maturity for customer's organizational model
-   **Customer Readout \(up to 3 hours\)**
    -   Review general organizational structure, staffing, and role suggestions in context of your ServiceNow vision and strategy
    -   Review and walk through supporting resources that customer can use to execute against role and staffing suggestions
-   **Follow-Up Customer Session \(Optional up on Customer request – up to 60 minutes\)**
    -   Opportunity for Q&A related to general resourcing guidance in context of your ServiceNow vision and strategy
    -   Provide additional guidance on leading practices

## Outputs

-   Recommended staffing and role strategy aligned to your current state, organizational structure, and business goals
-   Staffing improvement dashboard to track milestones and progress as you implement recommended actions

## Requested Customer Resources

The same personnel may fulfill multiple responsibilities.

|Customer Resource|Responsibilities|Required|Recommended|
|:----------------|:---------------|:------:|:---------:|
|ServiceNow Executive Sponsor|Primary strategic contact for ServiceNow.|✓| |
|Platform Owner|Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform.|✓| |
|ServiceNow AI Platform & Development team lead|Manages platform operations and development on the ServiceNow platform.| |✓|

## Requested Information / Access

-   General organizational chart and resourcing detail without sensitive information, customer's charters, and governance charters, if available.

    **Note:** The customers are highly encouraged to complete the Vision & Strategy Accelerator and the CoEI Design Accelerator to inform the Staffing and Roles recommendations.

-   Details on existing ServiceNow partner landscape
-   Roles and responsibility definitions

## Exclusions

ServiceNow will not be involved in resource selection processes.