Building Timelines That Work: Lessons from the Field

[CesarM911910837]

Putting together a timeline for a ServiceNow implementation might not be rocket science, but it’s definitely more than just picking dates and stacking tasks. Over the years, I’ve learned that timelines are one of the most discussed—and most scrutinized—parts of any solution plan. Clients want to know when things will be ready, just like you’d want to know when your house renovation or car repair will be done. It’s a fair ask, and it’s our job as Solution Architects to answer it clearly.

The timeline is a critical part of the solution, and yes—it’s our responsibility to build it. But it’s not something we do in isolation. It needs to be validated by others: delivery leads, technical architects, and sometimes even the client. And while the timeline in the proposal should match the one in the solution plan, the latter often includes more delivery-level detail.

One thing I always remind teams is that the timeline is a living document. It will change. Agile projects especially shouldn’t be boxed into waterfall-style visuals. The timeline should reflect the delivery approach, and it must account for real-world events—client holidays, change blackouts, maintenance windows, and even platform upgrades.

A great starting point is the project plan in Now Create. From there, tailor it to show when value will be delivered, especially those early quick wins that matter most to the client. And if the client gives you a timeline format, try to match it—it makes the conversation smoother.

Keep the timeline chart clean and focused. Too much detail can overwhelm, and you’ll likely spend more time discussing this slide than any other in the proposal.

Timelines aren’t just schedules—they’re strategic tools. Build them collaboratively, keep them flexible, and make sure they reflect how and when value will be delivered.