When starting a new ServiceNow project, the horizon is always unique.

Requirements are different. Expectations are different. Stakeholders are different. Business units are different. Project involvement is different. The process is different. EVERYTHING is different…

How to control all those differences? How to effectively run and manage the project?

Understand the Differences

As stated, there are so many varying factors to consider. The first step is to capture them so you can start to analyse them.

  • Requirements
  • User Expectations
  • Stakeholders
  • Business Units
  • Processes

The Dream Team

It’s imperative that people are involved in the ServiceNow project who have a holistic view of all of these aspects and can understand the dependencies linking them. In addition to the obvious Project Manager, one of the key characters will be a Technical Consultant.

SPOC ServiceNow Experts Capturing Requirements

From our experience, the Technical Consultants’ input into a successful project is invaluable.

When SPOC starts cooperation with a client, we often hear:

 “As a company we really have a strong desire to switch to the ServiceNow platform.. What we need is a team who not only develops the product, but leads us through the product features; understanding our requirements from the business, process and future benefits/costs perspective

Clients understand the importance of managing all the dynamic aspects of the ServiceNow project, not just the technical delivery.

With our project’s it’s common that the Technical Consultant will look to understand many, if not all of the following:

  • Stakeholders’ needs and requirements
  • The processes of the project
  • The business needs and objectives
  • Business mission and vision
  • Business operation

With these focus areas, the consultants will look to:

  • Precisely elicit stakeholder and client requirements
  • Look at the processes requirements through the prism of effectiveness and business value
  • Offer improvements to the process and design/redesign if needed
  • Clearly define requirements into understandable pieces, which will show the client and development team exactly what is going to be delivered and how.

Gathering Requirements for a ServiceNow Project

How Does it Work in Practice?

The consultant typically fills a few personas. As well as acting as a consultant, they can be a  product owner and/or business analyst, regularly completing many of the following activities:

  • Gaining product and process awareness.
  • Discussing and understanding high-level project expectations in terms of the product requirements
  • Conduct the product workshops in order to gather specific requirements for the related area/module/application
  • Create the product backlog, itemising requirements into understandable and desired product features and functionalities
  • Gain confirmation all the requirements are captured, meeting the needs/expectations in terms of the project outcome
  • Refine the backlog to have all user stories align with the acceptance criteria that define the desired behaviour. These are used to determine whether a product backlog story has been successfully developed
  • Support in this business change by deep diving into the requirements/needs, suggesting process and tool improvements, ensuring the delivered product meets requirements.

The Consultant will stay involved in the project throughout. From the initial discovery workshops to the post-go-live review.

The Technical Consultant really is an important member of a ServiceNow project team.

Read this Article to review the 8 Steps to a Successful ServiceNow Project.