In our ongoing blog series exploring the pillars of a strong ServiceNow program roadmap, we've already tackled Technology and Process roadmaps. Today, we shift our focus to a crucial and often underemphasized element of success: People.
Achieving full value of your ServiceNow investment depends not just on the technology and processes you implement, but also on the people who use and support the platform. Ensuring the right skills, roles, and engagement levels across your teams helps turn potential into progress. For most organizations, this doesn’t happen by accident; it requires planning and prioritizing, which is where a ServiceNow People Roadmap comes in.
Why a People Strategy Matters
A strong People strategy is the foundation that supports every phase of your ServiceNow program—from initial implementation through continuous innovation. It ensures the right people are engaged at the right time, with the clarity, skills, and ownership needed to drive outcomes. Without a deliberate approach to people, even the best-designed solutions risk falling short of their potential. Your ServiceNow People Roadmap should leverage key touchpoints along your platform journey. Consider the following in conceptualizing your People Roadmap:
- Change Adoption: Technology alone doesn't drive change—people do. Your People Roadmap should identify who needs to change, how they’ll be supported through the transition, and what success looks like from their perspective.
- Process Ownership: Sustainable governance requires engaged owners who take accountability. To support this, your People Roadmap should define clear ownership roles, align them to business outcomes, and ensure owners are empowered to lead and evolve their areas.
- Innovation: The best ideas often come from those closest to the work. Your People strategy can foster innovation by creating feedback loops, encouraging experimentation, and recognizing contributions from all levels of the organization.
- Enablement: Users need training, support, and a sense of purpose to unlock ServiceNow's full potential. This means your People Roadmap must plan for ongoing enablement—not just one-time training—tailored to different user groups and maturity levels.
Who Are the Key Personas?
A thoughtful People Roadmap doesn’t take a one-size-fits-all approach. Different groups within your organization engage with ServiceNow in vastly different ways, and each plays a distinct role in the platform’s success. To maximize adoption, value realization, and long-term sustainability, your People Roadmap should intentionally address the evolving needs and responsibilities of key personas.
1. Platform Team - Admins, developers, architects, and product owners
These people not only keep the lights on, but also drive innovation, scalability, and platform performance. These team members need consistent investment in skills development, whether that’s through certifications, hands-on experience, or exposure to emerging modules. They also need a seat at the table when strategic decisions are made. A mature People Roadmap empowers the platform team with voice, visibility, and a path to grow their careers alongside the platform.
2. Process Owners & SMEs - Own the business outcomes and day-to-day usage
Your Process Owners and process managers are often closest to the workflows, metrics, and users that determine whether your ServiceNow processes deliver value. Your roadmap should establish their role in governance structures like Demand Boards, and ensure they are accountable for driving process health, feedback loops, and measurable results. Equipping process owners with training on ServiceNow capabilities—not just process theory—helps bridge the gap between what’s possible and what gets built.
3. End Users - Rely on ServiceNow to request, track, and resolve services
Whether they’re requesting a laptop, opening an HR case, or approving a change request, end users are the reason the platform exists. Yet their needs and development are often left out of roadmap designs. Your People strategy should include user research, persona-based training, and a feedback mechanism that ensures your ServiceNow solutions remain intuitive and useful over time. The more seamless the experience, the more likely users are to adopt the platform without resistance - and the more value your organization will see from self-service, automation, and transparency.