Project Readiness Checklist

[britta]

Project readiness Checklist

The intent of this document is to provide a list of many tasks that need to be addressed when starting a ServiceNow project.  Use it as a baseline to get started and add/remove items as applicable to your project.  A link to download an editable version is at the end of the article.   Also, check on Live on ServiceNow Events landing page for Onboarding events.

This post contains two sections:

• Preparation Checklist:  a checklist of tasks needed to ‘get started’ and prepare for the Initiate phase of the implementation, as defined by Now Create (the recommended ServiceNow methodology).
• Business Data Collection:  potential critical business data that needs to be gathered before the Deliver phase of the engagement.

As soon as contract is signed:

• Review the SOW (statement of work) to validate that it meets business needs and goals
• Review the order form (may be held in accounting) to be sure of what products and number of licenses per product have been purchased.
• Confirm major resources
  • project manager
  • developers/sys admins
  • platform owner
  • executive sponsor
  • business/process/product SMEs
• Ensure that the intended resources have the availability required to be successful, I.e. this cannot be something one does on the side of their regular job.

Project Preparation Checklist:

The below project management prerequisite activities should be considered before the project starts to best prepare for the implementation ahead.

• Finalize project scope - An approved Business Case or Statement of Work must be in place before the project starts to ensure alignment on the scope of work.
• Identify roles/resources - Key project roles and relevant resources should be identified such as the Project / Program Manager. Consider the resource’s availability for the project duration.
• Business onboarding requirements - Determine if there are any onboarding requirements for project resources e.g., background checks, drug testing, etc.
• Complete training - Ensure project resources have completed the applicable training e.g. system administrator and product-specific courses available in NowLearning.
• Plan program schedule - Plan a high-level program schedule including multi-workstreams (if applicable). Consider potential dependencies such as resource availability, go-live deadlines etc.
• Establish schedule conflicts - Establish if there are any conflicting projects or other business priorities that could impact the high-level program schedule. Be ready to update your project RIDAC.
• Integration requirements - Understand if any integrations are required for the project and document the supporting data import requirements (see below for more potential data requirements).
• Current state processes - Document current business processes, including process flow diagrams (if possible), and ensure subject matter experts have availability to participate during the project.
• UI/UX considerations - If your Implementation involves the creation of a portal view, consider any user interface/user experience (UI/UX) impact, e.g. do you need to liase with your organizations branding standards.
• Project Kickoff preparation - Working with your CoEI, Partner or ServiceNow, agree the dates, locations and resources needed for the official Project Kickoff and subsequent workshops. This is a crucial part of the project, as it officially starts the work and creates a backlog of user stories, respectively.
• Project Charter (if needed) - If needed, you can start to draft a Project Charter to capture many of the topics referenced in this checklist. The Project Charter is normally completed in the Initiate phase, and usually summarizes the business value case, organizational objectives; project governance, project organization, project scope; a high-level project schedule; the project budget; key RIDAC and formal acceptance to exit the Initiate Phase and start the Plan Phase.
• HealthScan Scorecard* - If you are using ServiceNow to implement your solution, where existing instances are being utilized, a HealthScan scorecard* will be completed to check the ‘health’ of the instance prior to the initiate phase of the implementation.

  *For ServiceNow-lead projects only. Not applicable for customers who are self implementing or where a certified partner is being used.

Technical Prep:

Document proposed System Utilization/Performance 

• Number of users 
  • Process users  
  • End users 
• Estimated concurrency 
• Current System transaction volumes 
• Special processing periods (i.e. Christmas in the retail industry, fiscal year end, etc...) 
• General performance expectations 

Segmentation: 

• Determine if segmentation will be necessary/quantify high level requirements (i.e. multiple service desks, multiple external customers reporting and viewing ServiceNow data, etc.) 

VPN: 

• Determine if a VPN will be required for security 
• Identify network and or security resources to participate in decision/configuration 

Authentication: 

• Collect Authentication/Password requirements (i.e. password length, forced expiration 
• Determine Authentication Method 
• AD 
• Determine AD server 
• Obtain AD credentials’ 
• Document starting search directory/ OU 
• Obtain x509 cert if necessary 
• LDAP Integrations
• SSO 
• Determine SSO approach and required configuration data/parameters  
• Local Authentication 

Authorization/Roles: 

• Determine high level approach, i.e., specifically allow access or specifically deny access 
• Document existing system roles and permissions 

Business Data Collection

The ServiceNow implementation should be prepared to move at speed. To ensure the project is successfully delivered against the schedule, budget and testing, please identify the locations of the following data sources, where appropriate. It is suggested that you work with the Platform Owner, Platform Architects and Security Architects to gather the required information and confirm the output with your Partner/ServiceNow developer(s)/Technical Consultant(s) during the Integrations Workshops.

User Data: 

• Determine Data source – i.e. AD, HRMS/HCMS system of record, manually loaded data, etc.
• Quantify Integration approach/opportunities: i.e. Web services, message bus, ODBC/JDBC connection, etc. Obtain credentials if necessary Identify data elements –i.e., first name, last name, manager, email, etc..
• Flag any special data handling requirements: i.e., SSN or other personally identifiable/sensitive information 
• If manually maintained data is to be used, obtain create .xls with necessary data 
• Identify unique identifier - agree on one unique identifier for the user data (i.e., account name, email address)

Group Data:

• Determine Source – Existing system, AD or manually loaded 
• Identify data elements – i.e., group name, manager, etc... 
• Document any special requirements (i.e., group managers should be allowed to edit group membership) 
• If manually maintained data is to be used, obtain create .xls with necessary data 

Location Data: 

• Determine if locations will be taken from user data or separately sourced 
• Determine Data source if not user data– i.e., facilities system of record, manually loaded data 
• Quantify Integration approach/opportunities: i.e., Web services, message bus, ODBC/JDBC connection, etc. Obtain credentials if necessary 
• Identify data elements – i.e., location name, address. GPS coordinates, etc.
• If manually maintained data is to be used, obtain create .xls with necessary data 

Department/Org Hierarchy Data:  

• Determine if department will be taken from user data or separately sourced 
• Determine Data source if not user data 
• Quantify Integration approach/opportunities: Web services, message bus, ODBC/JDBC connection, etc.
  • Obtain credentials if necessary Identify data elements – i.e., location name, address. GPS coordinates, etc.
• If manually maintained data is to be used, obtain create .xls with necessary data 

Classification/Categorization Data:

• Document current categorization of applications being replaced in ServiceNow
• Be prepared to discuss and revise current categorization structure for applications in scope (incident, change, CSM, etc.)

Configuration data:

• Define CI use within your organization (including breadth)
• Review out of the box CI classes that can be used
• Computers, Printers, Applications, Business Services, etc.
• Determine Data source for Configuration Items
• SCCM/SMS, manually loaded data, ServiceNow Discovery
• Determine process for maintaining configuration items (Configuration Management)

Notifications

• Document current notifications for applications being replaced in ServiceNow.
•  Be prepared to discuss and revise current notifications for applications in scope (incident, change, CSM, etc.)

Next Steps

Once completed, share with your CoEI, Partner or ServiceNow. This should be considered a working document, and used as inputs for other Project Planning activities, the Project Kickoff and the Platform, Process and Integration workshops.

[Kevin Burck]

Great resource!! 

[dscott128]

This is really good.  Thanks!!

[Chillbuddy]

Thank you for sharing

[JohnEJasinski]

Suggestion for consideration:  Project Charter - due to it's importance, might be nice to see a Charter tab (OOB).

[pratik0306]

This is great!

[magalineharvey]

Great Resource

[basheerma25]

This is great