Identifying Risks in ServiceNow Solutions

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When I was new to building ServiceNow solutions, a reviewer once asked me, “What are the risks of the solution?” I paused—because I hadn’t included any. That moment stuck with me. It was a reminder that every project, every architecture, carries risk. And if we don’t call it out, we’re leaving delivery exposed.

Risks are not just a formality. They’re a key part of the solution plan. They help delivery teams prepare, help clients understand potential challenges, and help architects think through the real-world impact of their design. Risks are the things that could go wrong—and if they do, they can quickly turn into issues.

Listing risks takes common sense and experience. Some are too obvious to document, and some are so unlikely they’re not worth mentioning. But the ones that are specific to your solution, your client, and your delivery context? Those need to be in the plan.

This is an important topic to discuss with delivery leads, resource managers, and other architects. Be ready to explain each risk, justify why it’s listed, and update the list as the solution evolves. Each risk should include a mitigation strategy and an owner or owner group. That way, it’s not just a list—it’s a plan.

For example, if your solution depends on specific delivery resources, and those resources haven’t been locked in, that’s a risk. If the client’s team isn’t available for workshops or testing, that’s a risk. And if the ServiceNow instance has technical debt from years of patchwork development, that’s a risk too.

Risks are part of every solution. Documenting them thoughtfully—with mitigation and ownership—helps protect delivery, align expectations, and strengthen the overall solution.