Using the Account Lifecycle Events playbook

The Account Lifecycle Events playbook provides a simplified experience to import, stage, manage, and publish account data.

The Account Lifecycle Events playbook provides a structured onboarding experience with several predefined activities. It serves as a template and can be configured by service providers to meet their business requirements.

The Account Lifecycle Events playbook includes the following stages and activities that can be used in the account onboarding process.

Table 1. Account Lifecycle Events playbook stages

Stage	Activity	Details
Initiate	Enter onboarding related info	The first activity in the playbook involves gathering onboarding related information. Assigned to: Select the provider agent who is working on this case. Service Exchange customer: Select one of the following options: No: No Service Exchange integration is required. Remote catalog only: A Service Exchange integration for the remote catalog feature is required. Full: A Service Exchange integration for the remote task, remote catalog, and / or transform map features is required. Type: Select one of the following: Phased: A specific part of the onboarding process for this customer is managed through this Account Lifecycle Events onboarding case. Full: The entire onboarding process for this customer is by this Account Lifecycle Events onboarding case. Specify the Go live date and select Mark complete to proceed with the next activity.
	Add customer POC and team	Add the customer contacts who will work on the account onboarding case. Select Add new to create a customer contact. Enter the name and email address of the customer and select Save. Select Mark complete to move to the next step.
	Assign customer team responsibilities	Assign responsibilities to each of the customer contacts that have been added. Select Assign new. In the Create New Contact Relationship form, select the Contact you’ve added in the previous step. In the Responsibility field, select one of the predefined user roles and select Save. Select Mark complete to move to the next step. When this step is completed, two emails are automatically generated. The first email identifies the primary point of contact for the account onboarding case. The second email identifies the key team members participating in the onboarding process.
	Assign internal team responsibilities	Add and assign responsibilities to the internal team members (service providers) working on the account onboarding case. This includes the ServiceNow administrator handling the case. Select Assign new. In the Create New Account Team Member form, select a predefined user role in the Responsibility field. Select a user who is assigned this role. Select Mark complete. You can move to the next stage in the playbook lifecycle. Note: By default, all tasks in the playbook are assigned to the provider's ServiceNow administrator.
Data Capture & Validation		In this task, select the Type of activity being performed: Data capture: Denotes important data being imported into the system. Risk mitigation: Denotes a risk associated with the onboarding of this customer that must be managed. Development: Tracks an internal or external development action that is required. Training: Denotes a training activity required before the go-live date. Testing: Denotes a testing activity required before the go-live date. The following default tables are available with the base system: Customer contacts Location Service entitlement Install base item Account address relationship Contract Sold products Install base M2M sold products Custom conditions have been defined and field values in these tables like source table, target table, and data source are auto populated in each of these tables. You can use these flows by directly importing data into these tables and publish them when they’re ready. For details on importing data into these tables, see Import data into the Account Lifecycle Events playbook. These tables have been configured with specific conditions and field values have been auto populated. You can modify these tables, add new tables, and activities depending on your requirements using the Process Automation Designer. See Configure the Account Lifecycle Events playbook data import task for details.
Development & Automation		The following tasks are available with the base system: Setup account relationships Set maintenance schedules Create process SLAs and offerings Reporting Catalog development (general) These are demo tasks and can be configured according to your requirements. You can add or delete tasks, and modify them as required. See Configure simple Account Lifecycle Events playbook tasks for details on simple configuration tasks.
Testing & Training		The following tasks are available with the base system: Go-live change request Plan and complete go-live communications Plan and complete training Execute training
Go-Live /Post Support		Go-live support case