I’ve been part of more than 30 ServiceNow implementations — some just a few weeks, others stretching over a year — and one thing has always been clear to me:
the success of a ServiceNow project rarely comes down to the technical team, the project manager, or even the platform itself.
It comes down to the Product Owner.
If you missed my previous blog on the importance of Product Owners, you can read it here: 🔗The Most Important Role in a ServiceNow Implementation — And It’s Not Who You Think!!!!
Now, before we get into it, I want to be clear — everything here is based on ServiceNow implementations, not generic project delivery. The way ServiceNow works, the people involved, and the pace of delivery make these projects their own world.
And while some of what I’ll say might sound obvious, these are the things that often make or break a project.
In this post, I’ll talk about why time is the single biggest factor in success.
I’ll also touch on what we, as Engagement Managers at ServiceNow, can do to help make you a successful one.
ServiceNow Implementations Are Different
We at ServiceNow move extremely fast. I hear this from many Customers, and having worked as a Project/Program Manager, Business Analyst, Engagement Manager, and Delivery Manager for almost 20 years, I’ve seen countless implementations — and yes, ServiceNow projects are faster than most, often moving at a pace that surprises even experienced teams.
What makes ServiceNow projects different is how quickly a mixed team needs to come together — ServiceNow experts on one side, Customer experts on the other — and start delivering real value straight away.
I know you don’t want to hear this, but remember what I said is the most critical role? The Product Owner! We rely on you heavily. At ServiceNow, we bring a lot of experience — we can coach you, guide you, and help you make the right decisions — but we can’t do everything by ourselves. This is about building something together. It’s about partnership. You want a product that works really well and meets your unique requirements? Yes, we can help you do that — but we need you. That’s why stepping into a central, decision-making role from day one is so important.
On one side, you’ve got the ServiceNow team: Business Process Consultants, Technical Consultants and Engagement Managers.
On the other, the Customer side: Product Owner, Platform Owner, Project Manager, SMEs, sys admins, etc.
It’s a 50/50 blend of ServiceNow and Customer people, coming together for a short period of time to create something meaningful.
That’s the challenge — we need to build trust, clarity, and rhythm quickly.
And when time is short, availability becomes everything.
Why You Need to Be Full-Time
There’s no easy way to say this: a part-time Product Owner can’t fully succeed. I’ve never seen it work — not once. The best outcomes always come from Product Owners who are fully available during the implementation. It doesn’t matter if the project runs for three weeks or twelve months — what matters is that you’re present and engaged every single day. This role is not just about time; it’s about focus, presence, and the headspace to make strategic decisions that will shape your organisation’s future use of ServiceNow.
It’s an Investment in the Future
Your full-time commitment ensures that we’re not just delivering a solution — we’re building something that will benefit the organisation for years to come. By being fully engaged, you make sure the project is set up for long-term success and that the investment pays off in meaningful ways.
Your Role Bridges Two Worlds
As a Product Owner, you stand at the centre of everything — translating business needs into actionable outcomes.
Half your time is with the Scrum team — shaping stories, answering questions, joining sprint ceremonies, and making sure what’s being built stays on track.
The other half is with your stakeholders — gathering feedback, validating progress, and ensuring the solution actually fits the business.
In short, this is about getting the most out of the implementation and ensuring it truly meets your unique requirements. Yes, we can help you do that — but we need your full involvement.
The Reality: You Already Have a Full-Time Job
Most Product Owners are already doing a demanding full-time role when the project starts — whether as a Service Desk Manager for ITSM, a Configuration Manager for ITOM, a Service Owner for CSM, or a Security Incident Manager for SecOps, etc. etc. That’s great — you bring invaluable expertise. We want people who know their area inside out. But it also means you’re stepping into a second full-time job for the length of the implementation.
And let’s be honest — when you try to split yourself between two full-time roles, both start to slip. The project slows down, decisions pile up, and your day job doesn’t get the focus it deserves either.
Beyond just time, you also need the headspace to be an effective Product Owner. This role requires strategic thinking: you need to consider how to implement the best possible product, how it fits the organisation, and how it will be used in the future. You can’t give this kind of attention if your brain is constantly pulled in other directions — your focus needs to be on making the product truly exceptional.
Plan Ahead: Talk to Your Manager Early
The solution is simple: plan ahead. If a ServiceNow implementation is coming, start the conversation with your manager early. Explain that you’ll need to dedicate yourself full-time for the project to succeed. This isn’t “just another system rollout.” It’s a major shift in how your team will work for years to come. You only get one shot to set it up right.
Work out who can cover your day-to-day duties while you focus on the project. Transition responsibilities early so that when the project kicks off, you’re not torn between two worlds. That’s how you’ll get the best value — for the business, and for yourself.
And remember, you’re not on your own in planning this. Talk to your Engagement Manager — they can help you think through what this means in practice, how to make the case to your manager, and how to set yourself up for success from day one.
How Engagement Managers Can Help
Our job isn’t just to manage scope and timelines — it’s to coach and support Product Owners so they can succeed in their role.
We use the NOW Create methodology to plan and guide the project, but beyond the framework, we focus on people — understanding how your organisation works, what pressures you’re under, and how to make things practical. While we work on processes and technology, we are the people experts. That’s what truly makes the difference in a ServiceNow implementation.
Our expertise spans across multiple areas: establishing effective processes, ensuring the project is delivered according to plan, and — most importantly — bringing people together to collaborate effectively. We are trained in Scrum and SAFe, but our real value goes far beyond that. Coaching isn’t about following a playbook; it’s about applying experience, reading the context, and understanding that every Customer is unique.
Each implementation is different because every organisation wants to be different — to differentiate, innovate, and stay competitive. As Engagement Managers, we adapt to that. We work closely with you to align delivery with your culture, pace, and goals.
A good Engagement Manager helps a Product Owner not just during the project, but even before it begins — helping you plan ahead, prepare for what’s coming, and set yourself up for success from day one.
Coaching is not about following a framework or a manual; it’s about tailoring our approach to see what works for you. Product Owners don’t start off excellent — they become excellent with guidance and support. At ServiceNow, we bring a lot of experience — but we don’t do it all for you. Coaching is a partnership. Product Owners grow into the role over time, learning how to make decisions, engage stakeholders, and get the most out of the platform. We guide you, support you, and help you develop the skills to lead the project successfully.
Again... coaching isn’t a one-way street.
It’s something we do together. Every organisation, every Product Owner, and every project is different — and that’s exactly what makes everything so interesting.
Looking Ahead
Making yourself available is the first step to being a great Product Owner.
Once you’ve created that time and space, the next step is preparation — walking into the project ready to lead, decide, and deliver.
In the next post, I’ll discuss how to get ready for a ServiceNow implementation and explore more how we, as Engagement Managers, can help set you up for success as a Product Owner from day one.
Because at the end of the day, great implementations don’t just need great technology — they need great ownership.
And great ownership starts with you.
Now, if you’re a Product Owner, it comes down to a simple question: what’s your choice?
Are you going to commit fully — be present, lead with intent, and implement the best product you can?
Or will you stay part-time, deliver something that just works “well enough,” and spread yourself too thin to truly excel in either role?
You don’t have to be full-time — but now you know what that really means.
So ask yourself… do you want to be great, or just good enough?
