View a product adoption roadmap
Summarize
Summary of View a product adoption roadmap
The product adoption roadmap in ServiceNow provides a visual, organized board that helps you plan and track the adoption of products or capabilities during customer engagements. It arranges products and capabilities into lanes based on a configurable phase field, allowing teams to visualize adoption progress and priorities clearly.
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Key Features
- Roadmap Header: Displays essential information including the roadmap name, description, state (Draft, Published, Canceled, Retired), phase field used for lane organization, planning object type (Product Usage or Capability Usage), last updated date, template name if applicable, and version label.
- Lanes Based on Phase Field: Lanes represent values from choice fields such as Business criticality, Customer priority, or Activation status. For example, "Business criticality" lanes might include Critical, High, Medium, Low, and Nice to have.
- Cards in Lanes: Each card represents a product or capability with details including name (with drill-down to usage page), type, adoption score (percentage and rating), adoption priority, usage plan status, and success objectives achieved.
- Roadmap States:
- Draft: Editable state allowing rearrangement of cards with automatic saving.
- Published: Finalized state; changes require switching back to Draft.
- Canceled: Roadmap no longer active.
- Retired: Roadmap archived.
- Versioning: Each publish creates an immutable version snapshot capturing the roadmap’s header, lanes, and items. Versions are labeled in a major.minor format, maintain internal version numbers, and support full lineage tracking.
Key Outcomes
- Enables clear visualization of product or capability adoption status and priorities aligned to customer or business criteria.
- Supports iterative planning with editable drafts and finalized published roadmaps for controlled change management.
- Maintains a full version history for auditing and restoring previous roadmap states, ensuring alignment with evolving customer engagement plans.
- Provides actionable metrics such as adoption scores and success objectives to gauge progress and focus efforts effectively.
View and organize products or capabilities into lanes to create a visual adoption plan for customer engagements.
The product adoption roadmap is displayed as a visual board that organizes product usages and product capability usages into lanes based on your selected phase field. Each lane contains cards representing products or capabilities, showing key adoption metrics and status information.
Product adoption roadmap header
- Roadmap name and description: Identifies the roadmap and its purpose
- State: Shows whether the roadmap is in Draft or Published state
- Phase field: The field used to organize lanes (for example, Business criticality, Customer priority)
- Planning object: Indicates whether the roadmap organizes Product Usage or Capability Usage
- Last updated: Date the roadmap was last modified
- Template: Shows the template name if the roadmap was created from a template. See Define a product adoption roadmap template for details.
- Version: Shows the version label of the currently published roadmap state.
Product adoption roadmap lanes
The roadmap displays lanes based on the value selected in the Phase field. The Phase field contains choice fields from the product or capability usage records, such as Business criticality, Customer priority, and Activation status. Each choice field has its own set of values that determine the lane headings. For example, selecting Business criticality creates lanes for Critical, High, Medium, Low, and Nice to have.
- Product or capability name: The item being tracked. You can drill down to the product or capability usage page.
- Type: Product or capability designation
- Adoption score: Percentage and rating
- Adoption priority: Priority level
- Usage plan: Current usage status.
- Success objectives: Number of associated objectives and outcomes achieved
Product adoption roadmap states
- Draft: You can edit and reorganize the roadmap when it is in this state. Select a card, drag and drop it into a different lane. The changes are automatically saved.
- Published: Roadmap is in finalized state. Select Edit to switch to Draft state to make changes.
- Canceled: Roadmap is no longer active and cannot be used.
- Retired: Roadmap has been archived.
Product adoption roadmap versions
Each time a roadmap is published, the system creates a version record that captures an immutable snapshot of the roadmap at that point in time. Version records are read-only and copy-safe.
- Version: An editable label that identifies the version. The system automatically sets this to a major.minor format based on the internal version number (for example, 1.0 Roadmap name). You can customize this label.
- Internal version: A read-only integer that increments by 1 each time the roadmap is published. This field is not visible to end users and is used for internal tracking only.
- Snapshots: JSON representations of the roadmap header, lanes, and items at the time of publishing. These fields are read-only.
- Previous version: A reference to the version record that preceded this one, providing a full lineage chain.
To revert the roadmap to a previous version, see Revert a product adoption roadmap to a previous version.