In today's fast-paced business world, having direct access to expert guidance can be the difference between success and failure. ServiceNow's new Access to Expertise is an Impact Initiative designed to provide a streamlined and structured approach for customers seeking expert assistance. This blog post introduces the Access to Expertise Initiative and explains how it will benefit end users by offering a unified entry point for accessing ServiceNow expertise and solving technical challenges.

What Is the Access to Expertise?

The Access to Expertise is a new Initiative within ServiceNow Impact that revolutionizes the way customers access expert ServiceNow Platform guidance. This initiative offers a unified entry point for customers, enabling them to submit queries when they need technical assistance or guidance on the ServiceNow Platform. It addresses a common pain point in the current assistance model—unstructured processes for accessing experts—which leads to frustration, longer SLAs, and inefficient fulfillment times.

With Access to Expertise, ServiceNow introduces a centralized and intelligent way to request expert Platform support. This feature is exclusively available to Impact Advanced and Total customers within the NN SKU, and is undergoing a restricted release, providing access to selected Impact Squads and customers through enablement.

How Does the Access to Expertise Work?

The process begins when customers or a member of their Impact Squad submits a query through the "General Initiatives" card labeled "Access to Expertise." This will surface an intake form, which is then assigned to the customer’s Customer Success Manager (CSM). From there, the CSM reviews the query and endeavors to resolve it using existing solutions such as Impact Accelerators, knowledge base (KB) articles, webinars, or training.

If the CSM is unable to resolve the issue, it is escalated to the Technical Accelerators at Scale (TAS) team, which will take primary ownership of the request. The TAS team will determine whether they can resolve the issue or if it requires assistance from the Expert Channel consisting of Global Impact Delivery, Expert Services and Product Success resources. If the TAS team deems the request is within Access to Expertise scope, the Access to Expertise Initiative will transition into an Access to Experts Accelerator, allowing customers to connect with ServiceNow subject matter experts through personalized virtual coaching sessions.

These sessions offer specialized guidance on various ServiceNow product topics, aiming to accelerate value realization and outcomes on the ServiceNow Platform. If the request is out-of-scope, the Access to Expertise Initiative is closed and alternative paths for resolution is provided to the customer.

Why Is Access to Expertise Important?

Access to Expertise addresses a critical gap in the current assistance model by introducing a streamlined process for accessing ServiceNow experts. Here are some of the key benefits:

What Problem Does Access to Expertise Solve?

One of the key pain points addressed by Access to Expertise is the lack of a structured process for accessing ServiceNow Platform experts. In the past, requests often moved through the pipeline without proper qualification, resulting in longer SLAs and frustration for both Impact Squads and customers. Additionally, the definition of in-scope and out-of-scope queries for Advisory Services was unclear, leading to confusion and longer fulfillment times.

With Access to Expertise, ServiceNow introduces a clear and structured process, ensuring that customers receive expert assistance efficiently and effectively.

Use Cases for Access to Expertise

Here are some common use cases where Access to Expertise can benefit customers:

• Technical Assistance: When customers encounter technical issues and need expert guidance, they can submit a query through the A2E initiative.
• Leveraging Existing Solutions: If existing accelerators or knowledge base articles can resolve the issue, the CSM will guide the customer to these resources.
• TAS Escalation: If the CSM cannot resolve the issue, it is escalated to the TAS team, which takes primary ownership and determines the best course of action.

Conclusion

Access to Expertise is a game-changer for ServiceNow Impact customers seeking expert Platform guidance. By introducing a unified entry point, a structured approach, and quick access to experts, this initiative provides a solution to the common pain points experienced in the current assistance model.

If you're an Advanced or Total customer within the NN SKU, Access to Expertise can be a valuable resource for overcoming technical challenges and accelerating value realization on the ServiceNow Platform. With this new feature, accessing expert guidance has never been easier or more efficient.