Part 1: Why Assumptions Matter in a ServiceNow Solution?

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On previous posts I discussed Scoping a ServiceNow Solution—Part 1 & Part 2. Once the scope is defined, we must also document the assumptions that support it. When building a ServiceNow solution, one of the most overlooked elements is the assumptions section. It might not be the coolest part of your solution plan, but trust me, it’s one of the most important.

Assumptions are the guardrails of delivery. They define the conditions under which your solution makes sense. Without them, you’re leaving too much open to interpretation—and that’s where misalignment and scope creep love to sneak in. I’ve seen projects go sideways simply because something that seemed “obvious” to the architect wasn’t obvious to the client or the delivery team.

Some assumptions are standard across most ServiceNow projects, like expecting the client to provide a development environment or timely access to stakeholders. Others are specific to the engagement or even the particular solution. Regardless, they all need to be documented. You never know who will read your solution plan, and what’s obvious to you might be brand new to someone else.

And here’s a key point: assumptions in your solution plan often make their way into the contract. That’s why they need to be clear, sound, and aligned with the overall objectives. If you’re working with limited information, like in an RFP response or when you don’t have direct access to the client, assumptions become even more critical. They help fill in the blanks and set expectations.

Assumptions are essential for setting expectations and managing risk. They protect your solution, guide delivery, and help everyone stay aligned, especially when information is incomplete or evolving.

Continue reading in Part 2: Out of Scope Items and the Details That Define Delivery.