4 steps to define your ServiceNow platform roadmap

This blog was originally published by Fruition Partners. Since then, Fruition Partners has become the ServiceNow practice within DXC Technology.

Today, hardly any organization has the luxury to satisfy themselves with just getting somewhere. It is easy, however, to lose focus of where you are heading in a world where the speed of change just seems to increase; where the pressure to respond faster to business requirements becomes ever more insistent; and where everything grows: data, infrastructure complexity, number of sourcing partners, risks… everything, except maybe the budget allocated to you.

In the midst of the daily rush since your initial ServiceNow platform deployment you have perhaps started to ask yourself questions like: Where should I go next with my ServiceNow implementation? How can I build upon and grow organically from my current context? What priorities should I set in the short- and mid-term? If so, then it might be time to define a formal ServiceNow platform roadmap that will act as a steering document outlining desired evolution. But how to go about it?

Here are the 4 steps to define your unique ServiceNow platform roadmap.

1. Understand As-Is Situation
Like any map, you must first know where you are now before deciding on your destination and best transport route. In the context here, your: “You are here!”, is determined by delineating your “Service Management Market” (i.e. who are your current customers and what functionality are they using) and by identifying your customers’ “Pain Factors” (their complaints, initiatives, and challenges).

2. Set Goals, Prioritize, and Strategize
Next, describe your goals (higher-level purposes to be fulfilled) and categorize (cost reduction, value increase, or compliancy) these. The categorization help relating your goals to your organization’s overarching goals, which, together with identified “Pain Factor” relevance, determines the goal prioritization. By adopting a main strategy to achieve your goals, you are now equipped with a compass to orient yourself.

3. Set Objectives, Analyze, and Prioritize
Now you are ready to start detailing tangible outcomes you want to realize by breaking down the goals into action-oriented objectives. To increase your chances of success, remember to acid test each objective with the “SMART” technique: Specific, Measurable, Achievable, Relevant, and Time-Limited. Before making a final selection and prioritization, analyse the objectives considering context-specifics, e.g.: people (skills, training, resourcing), process (maturity), and product/platform (stability etc.).

4. Define Roadmap
The last step is to review each objective and formulate specific roadmap items that contribute to its achievement. Potential ideas can be generated through a brainstorming approach, looking first at a maximum number of ideas that later are funneled so only the most viable and valuable remain. Now you do the final prioritization and selection of your roadmap items and identify your “quick wins” by considering the timeframe and resourcing requirements for their realization.

There is one additional step: “Monitor Roadmap Progress”, which bridges the loop. However, this is not part of the roadmap definition per se, but rather part of the Platform Governance SetUp.


  1. A bit of hard-learned advice: reverse the order on 1 & 2. If you start with the As-Is then your next steps will end up being minor evolutions of the As-Is rather than bold moves into the future.

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