Idea conversion - SPM

[Tommaso2]

Hi all,

Can you please provide an easy use-case to explain what happens when an idea is converted to:

- Epic (Agile 2.0 is needed?)

- Story (Agile 2.0 is needed?)

- Customer project (it is used to track the project of a customer that we are working with? Why should I track this type of project? Is this included in SPM Pro?)

Many thanks,

Tommaso

[Raphael Zani]

Hello, @Tommaso2 

Practical View for Your Questions
Here’s a clear and practical summary based on your questions:

 Agile Path (using Agile 2.0)
    - The idea becomes an Epic.

    - The Epic is broken down into smaller Stories.

    - Ideal for Agile teams managing backlogs, sprints, and iterative delivery.

Project Path (using SPM Pro)
    - The idea becomes a Customer Project.

    - The project includes timeline, resources, milestones, and tracking.

    - Best suited for formal delivery and governance over client-facing initiatives.

If this resolves your issue, please mark my response as helpful or correct.
Best regards,

Zani.

[Tommaso2]

Hi, thanks for your comment.

So it means that an idea, if converted to an epic or directly a story, can be immediately part of a release?

When something like this can happen? Can you please provide an example?

About Customer Project, the following can be a good example?

A consultant company is working with a client for the execution of a project (e.g., new CRM database) and the consultant company creates a customer project in its ServiceNow table to track the project that actually is in scope for the client.

The purpose is only the governance?

Customer Project is included in SPM Pro?

Many thanks,

Tommaso

[Raphael Zani · Accepted solution]

Hi, @Tommaso2 

Agile Artifacts: Can an Idea → Epic/Story be part of a Release?
Yes, it can.

An Idea can be converted into:

- An Epic or directly into a Story
- And then assigned to a Release

When does this happen?

This typically occurs when:

- The idea is approved and clearly aligned with business goals.

- A release is currently being planned or is active.

- The work fits within the scope and timeline of that release.

Example:

- A product manager submits an idea: "Add chatbot to IT support portal."

- The idea is reviewed and approved.

- It becomes an Epic: "Virtual Agent for IT Support"

- It is broken into Stories, such as:

     - "Enable Virtual Agent plugin"

     - "Create topic for password reset"

     - "Integrate with knowledge base"

     - These Stories are then added to the upcoming release plan.

So ye s, ideas can become part of a Release if they are prioritized and broken into deliverable work.

Customer Project: Governance and More

   Your example is accurate:

A consulting company delivering a CRM implementation for a client creates a Customer Project in its own ServiceNow environment. This project tracks scope, timelines, resources, and progress for the work being delivered to the client.

Is the purpose only governance?

No, it's broader. Customer Projects support:

   - Project governance

   - Budgeting and forecasting

   - Resource assignment

   - Risk and issue tracking

   - Milestone and deliverable monitoring

This enables both internal control and client alignment.

Is Customer Project included in SPM Pro?

Yes. Customer Projects are part of Project Portfolio Management, which is included in SPM Pro.

Always remember... before acquiring any product, review your contract terms and consult your ServiceNow account representative if you have any questions.

If this resolves your issue, please mark my response as helpful or correct.
Best regards,

Zani.