View a product adoption roadmap

  • Release version: Australia
  • Updated August 10, 2026
  • 2 minutes to read
  • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of View a product adoption roadmap

    The product adoption roadmap in ServiceNow is a visual board tool designed to help you organize and display products or product capabilities into lanes based on selected phase fields. This enables clear planning and tracking of customer engagement adoption plans by visualizing key adoption metrics and statuses for each product or capability.

    Show full answer Show less

    Key Features

    • Visual organization: Roadmaps display lanes based on phase fields such as Business criticality or Customer priority, with cards representing individual products or capabilities.
    • Roadmap header details: Displays roadmap name, description, state (Draft or Published), phase field used, planning object type (Product or Capability Usage), last updated date, template name if applicable, and version label.
    • Card information: Each card shows product/capability name (with drill-down to detailed usage page), type, adoption score (percentage and rating), adoption priority, usage plan status, and number of success objectives with outcomes achieved.
    • Roadmap states:
      • Draft – Editable and allows drag-and-drop reorganization with automatic saving.
      • Published – Finalized state; editing requires switching back to Draft.
      • Canceled – Roadmap is inactive and cannot be used.
      • Retired – Roadmap archived.
    • Versioning: Each published roadmap creates an immutable version capturing a snapshot of the roadmap’s header, lanes, and items. Versions are labeled in a major.minor format and maintain a full lineage chain for tracking changes.

    Practical Use for ServiceNow Customers

    ServiceNow customers can leverage the product adoption roadmap to plan and monitor the adoption of products and capabilities systematically. This visual approach supports prioritization based on business impact or customer needs, tracking success objectives, and maintaining a historical record through versioning. The ability to revert to previous versions ensures flexibility and control over adoption plans as they evolve.

    Next Steps

    • Use the roadmap to organize product or capability usage data according to your chosen phase field.
    • Leverage drag-and-drop editing in Draft state to adjust adoption plans dynamically.
    • Publish finalized roadmaps to create versioned snapshots for audit and rollback purposes.
    • Refer to related tasks such as reverting to a previous roadmap version when plan adjustments are needed.

    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

    Product adoption roadmap header

    The header section displays the following:
    • 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.

    Each card displays the following:
    • 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

    The roadmap can be in one of the following 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.

    The Versions related list on the roadmap record displays all published versions. Each version record shows the following:
    • 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.