ServiceNow Adopting a Platform Owner Mindset (APOM) Training

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