The usage of "Product" and "Epic" and "Themes in ServiceNow

kathymorris
Tera Contributor

‎06-30-2022 08:00 AM

Hi All,

We are trying to get an understanding of how "Products" are defined in ServiceNow, the purpose and usage. We have found very little documentation. Before setting Products up in ServiceNow, we would like to understand it better. Before building the wrong model and it propagates across our other ServiceNow modules. Can anyone shed light on this? 

We are setting up the Epic / Themes also.

Our understanding is:

Product: represents items under development (new applications/features)

Epics: are going to have many stories

Themes: are associated with business value, to keep track of organizational goals

Thanks,

Kathy

 

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Ben Schlick
Tera Contributor
In response to Justin Schulz

‎09-07-2024 05:46 PM

When you have spm there is an oob dashboard that shows each product based on the progress of their themes, epics, and stories. The products can be rolled into projects and tracked against programs.

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venkataS3475975
Tera Contributor

2 weeks ago

Product
A durable, value‑delivering capability you continuously enhance for a defined audience. In ServiceNow, think of a product as a service or solution line you own (e.g., “IT Incident & Major Incident”, “Workplace Request Portal”). It has a backlog, a roadmap, KPIs, and a team.

Theme
A strategic lens (quarterly/half‑year) that groups Epics toward an outcome. Themes help prioritization and reporting—e.g., “Reduce MTTR”, “NPS>0 Portal Experience.”

Epic
A large body of work that achieves a measurable outcome under a Theme. It’s bigger than a feature/story and gets split into multiple stories across sprints.


Product: Workplace Request Portal
  • Theme: Make the portal easier to use
    • Epic: Improve icons and wording on request forms
      • Stories:
        • Update icons for top 10 requests
        • Rewrite form labels for clarity



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