Build a phased program plan,

identify quick wins

1 © 2021 ServiceNow, Inc. All Rights Reserved.

Step 1: Define your transformation journey*
Your implementation must support your organization’s desired business outcomes and transformation vision 1. Ensure you clearly define and characterize your vision, expected outcomes,
known obstacles, and current constraints before you create a ServiceNow ® implementation plan.
Identify the expected business outcomes and obstacles in achieving them
 Review the transformation vision1 and the business case2 documented for
your Now Platform® implementation to understand your desired future state
and the expected business outcomes your CXOs care about.  Platform?
 Assess your current ability to deliver expected business outcomes. Consider:
 Interviewing process owners and service owners to understand process and
workflow limitations
 Interviewing service process users and developers to understand the limitations
of your existing tools and platforms
Practitioner insight: Defining your transformation journey phases is not simple.
Work closely with ServiceNow and your ServiceNow partner 3 for guidance and
insights on how your peer organizations approach their transformation journey. 
*Note: If your ServiceNow implementation goals are tactical and short term in focus—that is, based on a
narrowly scoped business outcome—you can ignore Step 1.  3
1. Define your transformation 2. Identify your
Steps
journey implementation priorities
Define the transformation phases in realizing your vision
 Identify your short-term goals. Ask these questions:
 At the minimum, which business objectives do we need to realize to justify investing in the Now
 
 Which business objectives are dependent on other objectives? For example, to increase
employee satisfaction, you need to first increase service delivery efficiency.
 Define three to five phases for your transformation journey that, when executed in sequence,
will deliver on your transformation vision. Focus first on the short-term goals you need to hit
to realize your long-term goals. Here’s an example of our customers’ typical transformation
journey phases:
 Phase 1: Build the foundation, enable transparency, and simplify – Goals are reducing
OPEX, increasing service delivery efficiency, and reducing downtime.
 Phase 2: Create consumer-grade experiences – Goals are reducing service delivery cycle
times and increasing employee satisfaction and service success rates.
 Phase 3: Innovate and drive digital business transformation – Goals are increasing resource
use, adding new service revenue streams, and improving speed to market.
1
If you don’t have these defined, refer to our Success Checklist on stating your transformation vision and outcomes.
2
If you don’t have a business case document, refer to our Success Checklist on building a business case.
Refer to Partner selection and management resources for additional details on working with ServiceNow partners.
4. Build support for the 5. Continuously refine the
3. Plan for the implementation
implementation plan implementation plan
2 © 2021 ServiceNow, Inc. All Rights Reserved.
Step 2a: Prioritize the right Now Platform capabilities
Prioritize capabilities that not only help you deliver on your short-term goals (phase 1 of your transformation journey), but also build a robust foundation for capabilities that drive future
growth. For additional guidance, see our resources on ServiceNow roadmaps and implementation.

Identify the capabilities required for your business needs Identify the capabilities required to build a robust ServiceNow foundation

 Review the Now Platform capabilities and products to understand their functionality and use.
 Use sites such as servicenow.com and Community and attend events like SNUGs and Knowledge as
research tools.
 Partner with your ServiceNow account team for additional information and to see product demos.
 Identify the Now Platform capabilities that you need to build to realize your overall
transformation vision and outcomes.
 Segregate the capabilities that are required to realize your immediate expected business outcomes
(phase 1 of your transformation journey). Highlight those capabilities that you:
 Currently don’t have any ability to deliver
 Have basic work processes and data models in place to support but that aren’t necessarily effective  CMDB, Event Management, and Discovery.
 Are already delivering at the desired performance
 Depending on the ServiceNow products you plan to implement, identify
which capabilities will help you build a robust technology and data
foundation for additional capabilities to build upon and enable growth in the
future. For ITSM solutions, you may want to consider :
 CMDB for high-quality and tightly scoped configuration data
 Service Catalog for request management
 Knowledge Management for process users
 Incident reporting and Notifications
 Identify bundles of capabilities that are highly dependent on each other for
performance. For example, Service Mapping has a high-dependency on the
 

Practitioner insight: Consider working with ServiceNow Expert Services and

an implementation partner to prioritize the right Now Platform capabilities and
products based on ease of implementation and anticipated benefits for your
organization.

1. Define your transformation 2. Identify your 4. Build support for the 5. Continuously refine the
Steps 3. Plan for the implementation
journey implementation priorities implementation plan implementation plan

3 © 2021 ServiceNow, Inc. All Rights Reserved.

Step 2b: Prioritize quick wins
To demonstrate the value and benefits of the Now Platform early on, prioritize capabilities and service use cases that are easy to implement and, if realized early, will result in
organizationwide exposure to ServiceNow and highly visible improvements in service performance and experience. 

Identify high-visibility, low-dependency capabilities Identify the most important service use cases

 Among the capabilities identified for your transformation with ServiceNow,
identify those that:
 Promote the broadest organizational exposure to the Now Platform interface (by
engaging a large base of users for requirements development, acceptance testing,
and usage), such as the Service Portal
 Result in highly visible improvements in service experience, like Incident
Management 
 Ensure that the capabilities selected are simple to implement.
 If the number of workflows that require assessment, consolidation, and
streamlining to implement the capability is substantial, then look to other
capabilities for a quick win.  processes like password resets
 Out of the capabilities identified in Step 2a, work with process owners to select
quick-win improvement opportunities that:
 Are based on the common, most frequent service use cases (such as most common
incidents, important knowledge articles, etc.)
 Are simple to implement—those that involve no complex customizations or
configurations)
 Are low-risk changes—those that don’t impact mission-critical processes, such as
processes that support accounting systems during the end of the fiscal quarter
 Involve few roles in handoffs or process decisions
 Create immediate efficiencies for users, like simple automation improvements for
 Would deliver highly visible improvements—those that would be easier to measure and
use as a success story

1. Define your transformation 2. Identify your 4. Build support for the 5. Continuously refine the
Steps 3. Plan for the implementation
journey implementation priorities implementation plan implementation plan

4 © 2021 ServiceNow, Inc. All Rights Reserved.

Step 2c: Frame your implementation roadmap
Before creating a program plan for the actual implementation, frame your Now Platform roadmap so it clearly documents your implementation priorities. Reevaluate these priorities to
ensure they incorporate a balance of capabilities that are required for a strong foundation, necessary to meet short-term goals, and quick wins.

Frame your Now Platform implementation roadmap to clearly highlight implementation priorities

 List your implementation priorities for each phase (see Step 1 for details on phases) based on the capabilities and service use cases identified in Steps 2a and 2b. 

 Reevaluate the implementation priorities in each phase to ensure they include a balance of: 
 The capabilities required for a robust foundation for the next phase in the transformation journey*
 The capabilities required to meet immediate business needs (based on where you are in the transformation journey)
 High-visibility, low-dependency capabilities that are easy to implement and that help quickly demonstrate value

 Ensure the capabilities that depend on other capabilities are prioritized for implementation in later phases—that is, after the foundational capability is implemented.

 Highlight the most important, high-visibility service use cases as key milestones to achieve.

Practitioner insight: Knowing which capabilities and service use cases to prioritize is
a critical step in planning for your transformation journey with ServiceNow. Work with
your implementation partner to ensure you have identified the right priorities for
starting your ServiceNow implementation before planning on what you need for the
actual implementation.
*Note: If you’re implementing ServiceNow for a tactical solution to a narrowly scoped business problem, then you can choose to ignore the
capabilities necessary for a robust foundation.

1. Define your transformation 2. Identify your 4. Build support for the 5. Continuously refine the
Steps 3. Plan for the implementation
journey implementation priorities implementation plan implementation plan

5 © 2021 ServiceNow, Inc. All Rights Reserved.

Step 3a: Identify the support activities required for
implementation success
Successful ServiceNow implementations are supported by a comprehensive program plan that accounts for the activities, beyond technical development, required to ensure effective
performance, adoption, and use of the platform. Define the technology and data integration, internal team training, organizational change management (OCM), and governance required
for successful implementation of the priorities identified in Step 2.
Identify your technology and data integration needs Identify OCM needs

 Identify enterprise systems and third-party applications that would require
integration with the ServiceNow capabilities you prioritized in Step 2.
 Identify the data you would need, and how you would allow access to it, for
the Now Platform capabilities to function. For example, you may need to
integrate data sources from discovery tools to support your ServiceNow
CMDB.
 Estimate the change management requirements for the capabilities you want to
implement. Work with process owners to:
 Quantify the level of process change required for process users and end users
 Estimate the resources needed to support the change management activities required to drive
adoption such as championing to build awareness and go-live events
Identify governance needs

Identify your training needs  Work with your ServiceNow implementation partner to identify the governance policies and
standards required for successful implementation. Include:
 Estimate the training requirements for:  Guidance on managing to out of the box (OOTB) using customization versus configurations
 The ServiceNow platform team to design, support, and maintain the capabilities  UX/UI design standards
implemented
 Performance expectation standards
 Service providers to make the best use of the capabilities made available to them
 Users to adopt and comfortably use the tools and services offered through the Now Practitioner insight: Consider creating a ServiceNow center of excellence that consistently defines and
Platform monitors ServiceNow implementation standards and prerequisites across the enterprise. Always aim to use
OOTB ServiceNow functionality and avoid customizations unless they’re absolutely needed to achieve
desired business outcomes. 

1. Define your transformation 2. Identify your implementation 4. Build support for the 5. Continuously refine the
Steps 3. Plan for the implementation
journey priorities implementation plan implementation plan

6 © 2021 ServiceNow, Inc. All Rights Reserved.

Step 3b: Identify implementation resource needs
ServiceNow implementation is not just about the technology. It requires people with the right knowledge, skills, and experience to make process improvements, govern, and drive
change. Account for both technical and support activities when you estimate the resources required for a successful implementation. 

Identify your time and resource needs

 Estimate the time and resources required to implement the capabilities you prioritized in Step 2. Consider:
 Engaging with process owners to estimate the time and resources required to make the necessary process changes
 Working with the ServiceNow account management team and implementation partners for insights into the industry’s average time to implement

 Make sure you account for these activities when you estimate your time and resource requirements*:
 Requirements gathering and needs assessment
 Architecture and experience design Practitioner insight: Define the role for your ServiceNow
 Implementation and application development based on configuration and customization needs partner (for example, provide product training, drive OCM,
 Testing to ensure required performance develop governance, etc.) before starting with the
implementation, and account for that in your resource need
 Time to train process users and end users estimates.
 OCM needs

 Make sure your ServiceNow implementation team incorporates the four most important skill sets for effective delivery: 1) program management, 2) business process consulting, 3)
solution architecture, and 4) organizational change leadership.

 Work with your implementation partner to determine if initial support for some of this expertise can be handled by the partner and then transitioned back to internal teams over
time.
 
* Refer to Roles and training for your ServiceNow platform team for best practices on who you should involve and for what. 

1. Define your transformation 2. Identify your implementation 4. Build support for the 5. Continuously refine the
Steps 3. Plan for the implementation
journey priorities implementation plan implementation plan

7 © 2021 ServiceNow, Inc. All Rights Reserved.

Step 3c: Document the implementation program plan
The implementation program plan defines how and when you plan to deploy different Now Platform capabilities in the implementation roadmap based on resource availability and the
support activities required for their success. It has clear milestones marked after every two to three months to indicate the value you hope to derive and to gauge progress.

Document the implementation program plan

 Document the program plan for your Now Platform implementation in coordination with the project management office (PMO),
if you have one. Treat this document as an extension of the ServiceNow business case.
 Review the list of capabilities to implement quick wins, support activities, and constraints.
 Logically resequence the implementation roadmap (identified in Step 2) to create a time-bound implementation plan, making sure you:
 Sequence the implementation based on the time required and resource availability for the support activities (identified in Step 3a)
along with the actual implementation Practitioner insight: Don’t prioritize technical
activities over support activities that can actually
 Prioritize an early CMDB deployment to have the right data model in place to support other capabilities
provide greater value. Ensure you have resources
 Prioritize quick wins, especially the capabilities you already have defined process and workflow maps for or that have a broad and and executive support for developing a
highly visible impact governance operating model, training and skill
 Balance and spread out change for end users and process users across time, trying to avoid implementing capabilities that affect development, and OCM.
the same group in a big bang
 Define milestones to achieve and demonstrate value every two to three months
 Plan for no more than three years (which many not account for all the transformation phases defined in Step 1). Practitioner insight: Work with ServiceNow
 Document all assumptions and risks associated with implementing the plan. implementation partners and Professional Services
to implement based on the defined
 Build consensus on the program plan with delivery leaders, including the application owners, service owners, change management ServiceNow Implementation Methodology best
leaders, program managers, development leads, and test leads. practices.

1. Define your transformation 2. Identify your implementation 4. Build support for the 5. Continuously refine the
Steps 3. Plan for the implementation
journey priorities implementation plan implementation plan

8 © 2021 ServiceNow, Inc. All Rights Reserved.

Step 4a: Secure buy-in for the implementation program plan
To avoid any surprises during the implementation, make sure your executive sponsor and senior leadership team is aware of and supports (in the form of funding and internal
championing) the requirements and assumptions underlying the implementation roadmap and program plan. 

Secure senior leadership buy-in for the implementation program plan

 Review your findings and decisions from Step 1 to Step 3 with your executive sponsor and the strategic governance team, if you have one:
 Highlight the assumptions and risks associated with the roadmap and program plan success.
 Ask for feedback on additional dependencies or requests that you may have missed.
 Highlight the support you anticipate to receive from ServiceNow partners throughout the implementation.

 Share the implementation program plan with CXOs and the senior leadership team (function leaders, for example). Ask if:
 The plan will deliver against their business needs in time
 Which value drivers (or capabilities) they would prefer to fast-track as opposed to others

 Revisit the funding approved for your implementation to ensure you have enough not just for your resource requirements but also to support your contract with a suitable
ServiceNow implementation partner 

1. Define your transformation 2. Identify your implementation 4. Build support for the 5. Continuously refine the
Steps 3. Plan for the implementation
journey priorities implementation plan implementation plan

9 © 2021 ServiceNow, Inc. All Rights Reserved.

Step 4b: Socialize the phased program plan
To prepare your target audience for ServiceNow implementations, socialize your implementation program plan with the help of a comprehensive communication plan that not only
highlights what’s next in the implementation roadmap but also reinforces how the implementation will benefit stakeholders. 

Socialize the phased program plan

 Create a communication plan to build awareness of the implementation program plan with process owners, process users, and end users (work with the OCM lead or team if you
have one). Complete these steps:
 Use multiple different channels for the communications. Consider lunch and learns, one-on-one meetings, and all-hands meetings.
 Call out the change management activities planned to help them understand, adopt, and gain value from the Now Platform.
 Highlight what’s in it for them, that is, how the capabilities planned will help them do their job better and more effectively.
 Reinforce messaging on the implementation roadmap (what’s done and what’s next) and the benefits after every key milestone.
 Proactively answer all frequently asked questions.
 Give process owners and process users an opportunity and a clear path to highlight their concerns and questions.

 Make sure you report to the entire organization on the progress made and the value realized after every milestone. Consider: 
 Conducting team celebrations to build excitement and awareness (what’s done and what’s next) on the progress you’ve made.
 Using forums such as company all-hands meetings and bulletin boards to highlight the progress made.

Practitioner insight: Build an internal network of

ServiceNow champions that can help organically build
awareness, understanding, and commitment on the
ServiceNow implementation program plan.

1. Define your transformation 2. Identify your 4. Build support for the 5. Continuously refine the
Steps 3. Plan for the implementation
journey implementation priorities implementation plan implementation plan

10 © 2021 ServiceNow, Inc. All Rights Reserved.

Step 5: Continuously refine the program plan
The implementation roadmap (priorities to implement) and program plan (how and when you plan to implement the priorities) should be living documents. Ensure you revisit the
implementation roadmap and program plan frequently to incorporate the lessons you’ve learned and to account for new opportunities to create value for the enterprise.

Continuously refine the implementation roadmap and program plan

 Reevaluate the program plan after every key milestone (or every two to three months) to ensure it doesn’t limit flexibility. Ask these questions:
 Does the data model we’ve established limit flexibility, or does it support extending beyond our original use cases?
 Do the security protocols we’ve established support other potential use cases with more stringent security requirements?
 Do the standards we’ve put in place for group access, naming, or metadata limit our ability to extend the Now Platform to other use cases or functions?
 Are we deploying in a way that we can support delegated ServiceNow development (such as a new scoped application) outside the original function?

 After every key milestone, get feedback from two to three process owners, process users, and end users on their experience with the capabilities implemented.

 Meet with senior leaders every quarter (or after every key milestone) to confirm that the assumptions and desired outcomes or benefits are still accurate and to identify new
opportunities or capabilities to include in the roadmap.

 Partner with your ServiceNow account team after every release to identify new Now Platform capabilities to include in the implementation roadmap based on changing business
needs and your organization's maturity with ServiceNow.

 Work with your strategic governance team and ServiceNow partner to make changes to the implementation program plan (and the roadmap) based on your findings above and
new demands.

1. Define your transformation 2. Identify your 4. Build support for the 5. Continuously refine the
Steps 3. Plan for the implementation
journey implementation priorities implementation plan implementation plan

11 © 2021 ServiceNow, Inc. All Rights Reserved.

 KPIs and stakeholders

Key performance indicators Essential KPIs Nice-to-have KPIs

• # of approved and funded roadmap revisions per year • # of process users and end users who are aware of the
versus plan key milestones in the implementation roadmap
• # of approved roadmap implementation plans delivered
on time, on budget
• % of Now Platform capabilities included in the
roadmap that align with your transformation vision 

Stakeholder map Responsible/accountable Consulted/informed

• Now Platform owner • Business leaders
• Executive sponsor • Process owners
• CIO • Service owners
• CFO • Application managers
• Senior leadership • Business partners
• ServiceNow users (inform only)

12 © 2021 ServiceNow, Inc. All Rights Reserved.

 Customer Success Best Practices
ServiceNow’s Best Practice Center of Excellence provides prescriptive, actionable advice to help you
maximize the value of your ServiceNow investment.

Definitive guidance on a Created and vetted Proven to help you transform

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from customers, partners,
Critical and ServiceNow teams
processes
Practical Actionable
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Management insights Technical Based on thousands of
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Common across the globe
pitfalls and
challenges

Tactical Distilled through a

rigorous process to enhance Value- Expert-
Designed for: your success added validated

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and teams owners

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© 2020 ServiceNow, Inc. All Rights Reserved.