Hi Kiril,
I think the key is to separate solution design, technical validation, business validation and end-user adoption rather than trying to address all four activities during UAT.
Quick Overview:
I would approach an SPM implementation in the following stages:
1. Start with OOTB process guidance
Before configuration, the implementation team should understand the standard SPM capabilities and recommended process flows. Conduct workshops with business stakeholders to understand how they currently manage demands, projects, portfolios, resources and financials. Map these requirements against OOTB functionality before considering customisation.
This helps the team distinguish between a genuine business requirement and a process that may need to change to align with the platform.
2. Separate configuration from business validation
Once the process and solution design are agreed, the implementation team can configure the solution. Keep a clear record of configuration decisions, roles, workflows, integrations and any deviations from OOTB functionality.
The IT functional team should then validate the configured solution through functional, integration and regression testing. Issues identified at this stage should be resolved before the solution is presented for business UAT.
3. Define a clear entry gate for UAT
I would consider the solution ready for UAT when:
Agreed requirements and process flows have been configured.
Key roles, permissions and representative test data are in place.
Functional, integration and regression testing have been completed.
Critical and high-priority defects are resolved, with any accepted exceptions documented.
Business test scenarios, expected results and acceptance criteria are agreed.
The UAT environment is stable and ready for business users.
Business users should receive a short orientation before UAT so they understand the purpose of the exercise and how to execute the scenarios. However, UAT should not become the first time they are introduced to the solution.
4. Make UAT outcome-based
Rather than asking users to test individual fields or screens, define end-to-end business scenarios.
For example:
Can a business user submit a demand with the required information?
Can the demand manager assess and prioritise it using the agreed criteria?
Can an approved demand be converted into a project?
Can the project manager update progress, manage resources and track financials?
Can portfolio stakeholders get the information they need to make prioritisation decisions?
For each scenario, document the preconditions, test steps, expected business outcome and acceptance criteria. The relevant business process owner should validate the outcome and provide formal acceptance.
Any defects should be logged and triaged. New requirements or changes to the agreed process should be captured separately rather than automatically treated as defects.
5. Treat adoption as a continuous activity
Training should not be limited to the end of the implementation. Identify key users and process champions early, involve them in design workshops and keep them engaged throughout testing.
Provide role-based learning materials and practical exercises closer to go-live. After deployment, monitor adoption through usage, process compliance and agreed business KPIs.
One additional point worth considering is a phased SPM rollout. Start with the foundational capabilities that deliver immediate value, establish the operating model and then introduce more advanced capabilities as the organisation matures. ServiceNow's recommended SPM implementation sequence follows a Foundation, Crawl, Walk, Run and Fly approach.
Highly Important References:
Ultimately, UAT should answer one question: Does the configured solution support the business process and deliver the outcomes that stakeholders agreed upon? If the team reaches UAT with that clarity, it becomes a much more meaningful validation exercise rather than an extension of design and development.
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Regards,
Sachinvic
✨ ArchX Certified | ✨ 16x ServiceNow AI MVP
