ServiceNow platform team charter
Purpose:
Use this customizable template to build a charter for your ServiceNow
platform team. This charter should provide a written document that serves
as the North Star for the team’s mission, goals, objectives, and guiding
principles.
When to use:
Create your team charter during the forming stage.
Ownership:
The platform owner should lead this effort, but the team charter should be
created and supported by all team members.
Time to complete:
Plan for a minimum of 2–3 hours in a team workshop.
Additional resources: For more information on building your platform team, see our Success
Playbook on how to build a team of ServiceNow experts and train users,
and additional resources on our Customer Success Center.
Team charter
Identify the team’s purpose including its scope, for example:
This charter establishes a ServiceNow platform team to establish, maintain, and extend ServiceNow as a
strategic business platform in <your organization>.
Team members
Team values
List team members. Nominate a team lead who
will lead decision-making and consider a second
in command to step into that role if the team lead
isn’t available.
List 5–7 values that the team agrees will guide their
teamwork and operations, for example:
 Transparency
 Communication
 Accountability
 Teamwork
 Respecting different perspectives
Guiding principles
Team goals
List 5–10 principles that the team will aspire to
guide decision-making to support organizational
goals, for example:
List 5–10 goals that the team will strive to achieve,
for example:
 Champion ServiceNow across <your
organization>.
 Support and oversee the ServiceNow
implementation so it aligns with the objectives
outlined in <your organization’s> business plan.
 Serve as an example of best practices for <your
organization>’s IT groups.
 Maintain ServiceNow products, processes, and
applications on the Now Platform.
1
© 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow,
Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated.
 Support strategic, technical, and portfolio
decision-making in accordance with
<organization>’s governance policies.
 Support <organization>’s organizational change
efforts to ensure success.
 Make sure all team members have the
appropriate training and training paths to ensure
their individual and our collective success.
 Assist in maturing <organization>’s employees,
processes, and tools to improve long-term
business performance.
 Make sure the platform is stable and performing
well.
 Design and improve the user experience for the
services supported on ServiceNow.
 Expand how ServiceNow is used in <your
organization>.
 Lead platform application development and
configuration.
 Effectively provide platform administration (e.g.,
management and resolution of ServiceNow
application incidents).
Success criteria
Identify how your team will measure its success, such as delivering on time, on budget, or targeted user
satisfaction ratings. Align these success criteria to the ServiceNow business case and your executive
sponsor’s goals.
2
© 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow,
Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated.