Part 2: Out of Scope Items and the Details That Define Delivery

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Read Part 1: Why Assumptions Matter in a ServiceNow Solution?

Once you’ve nailed down your assumptions, the next step is to clearly define what’s out of scope. This is where things can get a little messy. I’ve seen plenty of solution plans where out-of-scope items are scattered across the assumptions section, or worse, not mentioned at all. Personally, I like to keep everything that’s out of scope in one place. It’s cleaner, easier to reference, and avoids confusion later on.

Another area that deserves attention is what some folks call volumetrics, those scope-limiting details that define the size or complexity of what’s being delivered. For example, if you’re configuring email notifications, how many per application? If you’re setting up the CMDB, how many CI classes are in scope? These details help shape the level of effort and ensure everyone’s on the same page.

Depending on the project, you might include these details in a dedicated scope section or bundle them into a larger scope narrative. Either way, the goal is the same: define the reach of the work. If you’re implementing Incident Management, spell out what that includes—form configuration, number of views, number of business rules, and so on. These aren’t just technical details; they’re the building blocks of your estimate and delivery plan.

A well-defined scope, complete with out-of-scope items and volumetrics, sets clear expectations and protects your team from surprises. It’s not about being rigid; it’s about being transparent and aligned.

Continue reading in Part 3: Client Responsibilities, RACIs, and the Power of Clarity