Developer to Consultant Transformation | Implementation Plan Preparation Best Practices

[ersureshbe]

Use Case:

Tool Migration, Back to Box, and Tool Migration Program - How to Prepare the Implementation Plan and Key Considerations.

Solution:

When preparing implementation plans, the following key items should always be taken into account:

1. Workshop-Driven Methodology
Facilitate meetings with key stakeholders to gain a clear understanding of requirements and gather necessary information using appropriate requirement templates. It is essential to utilize well-structured templates that address both process and technical aspects.

2. Process Design Method
It is crucial to comprehend the ticket lifecycle process as it currently operates in the As-Is environment and to gather insights on its intended functionality within the ServiceNow framework. If the existing process does not align with business needs, consider conducting a simple demonstration to showcase out-of-the-box capabilities and obtain confirmation. During workshops, leverage the 'Process Mining' feature of ServiceNow to engage key business stakeholders effectively.

3. Big-Bang vs. Staggered Approach
Many customers anticipate the implementation to follow a Minimum Viable Product (MVP) strategy. In such cases, it is important to clearly outline the deliverables and the timeline for each phase of delivery. Discuss the number of planned go-lives, the nature of the MVP, and how it will provide value to the business.

4. Customer Feedback Session
At the conclusion of each month, it is essential to engage with the customer regarding the discussions and developments made within the system. Present the items available in the system and gather feedback from the customer. If any incorrect approaches are identified, redirect accordingly. This process enhances customer confidence and allows the customer to gain a better understanding of the ongoing developments.

5. Quality Assurance Plan
It is important to provide a comprehensive test plan. Ensure that suitable candidates are designated to create the test cases. The preparation of these test cases should commence at the beginning of the workshop. Certain items will be considered as out-of-the-box (OOB) capabilities, while others will utilize pre-existing test cases that have been prepared in advance for testing those specific items.

6. Training Plan
This plan is designed to facilitate the delivery of the items you have developed in accordance with business requirements and to share them with end users and business support personnel. The training aims to enhance confidence in utilizing the new ServiceNow system, highlighting the key functionalities that have been added and incorporated, as well as ensuring an optimal user interface and user experience.

7. Go Live Plan
This is a critical phase for activating all developed and tested components within the business environment. The Go Live process is divided into two distinct plans: the Technical Go Live, which involves transferring the code to the instance without committing any changes. During this phase, it is essential to address any conflicts that arise while moving the code and to review the outcomes. Integration endpoints should be prepared but remain offline. The second phase, Business Go Live, commences when the change window opens, at which point the code is committed, active flags are enabled, and operational functionality is verified.

8. Knowledge Transfer Plan
This plan aims to minimize reliance on the development team. The development team should create artifacts and videos to share with the relevant teams. To ensure a smooth transition, it is advisable to designate 2 team members involved in the development process to provide support for a limited period, thereby instilling confidence in the Business as Usual (BAU) teams and customers.

9. BAU Transition Plan
This plan is designed to facilitate the post-go-live phase. After the system is operational, the BAU team will be responsible for addressing any issues that arise. As the team becomes more acquainted with the developed functionalities, they will be able to provide support autonomously. It is important to note that Point number #7 is interdependent and will provide shadow support to the BAU team.

10. Transformation Plan
This plan aims to clarify our current position and outline our future direction. In essence, we are developing a roadmap to enhance the platform and the utilization of other ServiceNow modules that are pertinent to the business. This initiative will significantly contribute to the transformation of both the platform and the business.

#ImplementationPlan #ServiceNowPlatform #consultant #developer2consultant

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Regards,

Suresh.

[Ravi Chandra_K]

Insightful!

Thank you for this article @ersureshbe !