Does your organization have a roadmap for ServiceNow? Do you want to expand your instance and ensure roles are optimized for growth? ServiceNow governance provides a structured way to ensure the health and future of your investment.

This article is an overview of how roadmaps are a crucial element of ServiceNow governance. For a deeper dive into ServiceNow governance, watch the on-demand webinar.

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Implement and Understand Governance
Before we outline the specifics of a ServiceNow implementation roadmap, let’s discuss the concept of governance:

  • Governance processes ensure the effective, efficient use of IT by helping your organization meet its goals.
  • Governance architecture provides a framework for aligning IT and business strategy that helps people produce measurable results.

Achieve Organizational Alignment

Organizations often implement ServiceNow and later require additional iterations for improved functionality and scalability. Sensible governance begins with a clear set of decision-making, architecture, delivery, and value processes.

Rego helps you use ServiceNow to align your organization to ensure data quality and value.

Roadmaps for Strategic Planning

It’s common for development teams to blend other Agile tools with ServiceNow. We recommend building a roadmap for your application or area such as PPM, ITBM, APM, HR, or ITSM.

Many companies create annual plans as part of their strategic planning and roadmaps are a part of this process.

ServiceNow roadmaps highlight major efforts targeted by the business and empower the organization to proactively address conflicts. Adding them to your organization’s annual planning process eliminates time spent making adjustments during sprints.

There are many reasons why organizations create a roadmap:

  • Expanding the instance to new users
  • Adding a section to a module
  • Implementing Agile with ServiceNow

Roadmapping helps the ServiceNow team stay focused when they are engaged on commitments to avoid prioritizing urgent needs by escalation. Setting clear expectations leads to fewer escalations over time. To achieve this goal, any enhancement is evaluated and prioritized based on value and impact to the organization and requests are consolidated to avoid duplicated effort.

The Engagement Model

The ServiceNow engagement model consists of a product owner or manager, who is in charge of the business’s strategic direction, and an application owner or manager, who is under the direction of the platform owner. Having a single point of contact on each side allows users to reach out with questions and decreases strain on the application team.

To maintain roadmap integrity, change requests are categorized as they arise. Large items go on a roadmap, while small items are marked as enhancements. The business owner determines if the request is valid, and a product owner acts as a liaison between the request and the application team.

Below is a sample change request process, where business need and size are considered.

Large items go on a roadmap, while small items are marked as a type of enhancement. The business owner asks if the request is valid, and a process or product owner acts as a liaison between the request and application team.

With a roadmap, you can determine if a request already exists and will be addressed to delay non-critical enhancements in favor of high priority items. If the request isn’t in the roadmap, prioritize it and place it in the backlog. Reprioritization can be time-consuming, but an ongoing, prioritized backlog helps keeps items organized as new demands arise.

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Learn from Rego
Rego’s 200 expert guides have helped more than 400,000 users master PPM, financials, resource management, roadmapping, and Agile teamwork. Contact us for assistance or demos any time. We often offer free health assessments of existing implementations.