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

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Read Part 1: Why Assumptions Matter in a ServiceNow Solution? And Part 2: Out of Scope Items and the Details That Define Delivery

Let’s talk about one of the most common causes of project delays: unclear client responsibilities. As Solution Architects, we often assume that clients know what they need to provide, but unless it’s written down, it’s easy for things to fall through the cracks.

That’s why I always include a section in the solution plan that outlines what the client is responsible for. This might include providing a development environment with the right version of ServiceNow, granting access to necessary systems, or assigning subject matter experts for workshops. These aren’t just nice-to-haves—they’re essential for delivery to move forward.

To make things even clearer, I sometimes use a RACI chart. It’s a great way to show who’s Responsible, Accountable, Consulted, or Informed for each activity. It helps avoid confusion and ensures that everyone knows their role. That said, a RACI doesn’t replace the need for detailed scope or assumptions. It’s a complement, not a substitute.

There’s also a category of assumptions I call internal requirements or dependencies. These are things your own team needs to succeed, like access to internal tools, specific skill sets, or third-party support. These belong in the solution plan, not the contract. On the flip side, external dependencies—things the client must provide—can be listed under client responsibilities.

Clear documentation of client responsibilities and internal dependencies keeps projects on track. When everyone knows what’s expected of them, delivery becomes smoother, and surprises are minimized.