Emory ServiceNow Users Group (E-SNUG)


  • Ensure identified best practices positively impact the delivery and development of IT Service Management within the ServiceNow platform
  • Leverage the current organization abilities, industry trends, available technologies and IT Infrastructure Library (ITIL®) framework as applicable to the institution’s ITSM platform, ServiceNow
  • Review, prioritize and endorse product backlog and enhancements provided by IT Service Management Office (ITSMO) for development sprints
  • Consulted and collaborate on future ServiceNow module and process development recommended by ITSMO
  • Strive to build consensus through cross-functional involvement and process adherence
  • Identify, distill, and represent recommended practices to the E-SNUG community


  • Create a culture that enables the definition and adoption of recommended policies and procedures related to ServiceNow across the E-SNUG community
  • Create a process to review product backlog items and prioritize with cross-functional input
  • Ensure the process owners and managers are adhering to best practice and defined processes and procedures
  • Commit time and resources as required for the successful execution of the E-SNUG charge
  • Leverage the SMCC, ITPC, and ITSMO as needed for guidance on the discussion of adopting policies, procedures, and work practices
  • Ensure inclusive communication, actively share information, solicit ideas, and provide updates to internal IT parties, external partners, and end users regarding the roadmap, timelines, successes, and challenges. It is the E-SNUG’s responsibility to ensure effective communication and awareness to all affected or relevant members of the ServiceNow community

Organizational Structure

E-SNUG membership comprises of members from organizations that have adopted multiple ServiceNow modules and at least one member from the University Service Desk.  Each implemented process which spans multiple business units must be represented. 


  • Voting Members (not to exceed 7 members): SOM, OIT (2), Service Desk, College, RSPH, DAR
  • Non-voting (two or more members):  ITSMO, ServiceNow Service Owner (OIT)
  • Co-Chairs: 1 voting member and 1 non-voting member from the ITSMO

Membership requirements:

  • Must be a ServiceNow user
  • Should be a Manager of people or a process
  • Ability to represent each process adopted in their business unit

This group meets at least once monthly with additional meeting as needed. The time commitment is expected to be less than 4% per month. Members shall remain actively engaged and fully participating in the group for a minimum of 12 months or until the charge requirement changes.