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Adopting a Platform Owner Mindset
- Categories:
- Service Management
- Level:
- Fundamentals
- Code:
- QASNAPOMIND
- Exam:
- Not Applicable
Overview
This non-technical workshop focuses on the leadership qualities of the Platform Owner role, and therefore is different than most other ServiceNow courses. It is a leadership workshop, focusing on the mindset and the power skills one must have to be an effective Platform Owner.
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.
Prerequisites
- Welcome to ServiceNow
Recommended experience:
- Hands-on experience administering/implementing the ServiceNow platform
- Familiarity with common business challenges the ServiceNow platform can help to resolve
What's included
Select your preferred way to learn:
What is Classroom?
Hands-on, instructor-led training delivered in a QA learning centre
In-person training in a dedicated QA learning centre. Learners benefit from expert-led sessions, collaborative activities, and structured, hands-on workshops in a distraction-free environment. If you can’t attend in person, many classroom courses are also available to attend remotely.
Classroom sessions can be arranged on request. Please contact your account manager to discuss availability in your region
Best for: Individuals and teams who benefit from deep focus, direct interaction, and practical, hands-on learning.
What's included?
2 Days instructor led course
Exam: Not Applicable
6 month free access to QA learning platform
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Best for: Organisations and teams looking to target specific business priorities and capabilities with QA subject matter expertise.
Find out more about the course:
Learning outcomes
- This course focuses on the following:
- 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
Course outline
ServiceNow’s Adopting a Platform Owner Mindset workshop is a 2-day course taught as Instructor-led training (ILT) and Virtual Instructor-led training (VILT) in multiple time zones throughout the world.
Business simulation
A business simulation provides a framing device for the concepts and activities throughout the course. Participants will be “working for” a simulation company as a Platform Owner. They will learn the company’s strategic goals, challenges, and high-level organizational structure. They will then go through three rounds of business challenges involving eleven different scenarios.
Capability bursts
In between simulation moments, participants will focus on building their capabilities as Platform Owners in what the workshop calls capability bursts: focused segments to convey key concepts, generate discussion, and spur skill-building activities.
Engaging discussions
Classroom discussion will occur throughout the course. The workshop is geared toward engaging participants in discussion around the key concepts provided. Participants should expect to be active in the discussion.
Team and individual activities
A variety of skill-building activities and simulation moments occur throughout the workshop, some of which are individually done, and others that are done as part of a small team. Breakout sessions among teams will occur throughout the workshop, introducing a fun collaborative and lightly competitive element to the business simulation.
Differentiators
This workshop is unlike most other ServiceNow workshops in that it is more comparable to a leadership workshop than a technical hands-on workshop. That’s due to the nature of the Platform Owner role. We assume participants have solid experience with the platform when enrolling in this course, which enables the workshop to focus on those differentiating capabilities that the best platform owners are good at.
There is no video on YouTube or other ServiceNow course that can provide you with the immersive experiences and challenges that this workshop provides to prepare you to adopt a
platform owner mindset.
Course flow
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
Good to know
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