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ServiceNow Implementation
A ready-to-use ServiceNow implementation project template with predefined phases, tasks, milestones, and effort estimates to plan, scope, and deliver ITSM workflows, integrations, and automation faster.
Published February 15, 2026 by Kriyastream
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Duration
6 months
Effort
1338h
Phases
6
Tasks
125
Staffing
IT Consulting
Change Management Specialist4h
IT Consultant41h
IT Project Manager90h
Information Security Consultant27h
Product Owner4h
Systems Administrator104h
Technical Writer34h
Technology Solutions Architect63h
Training Specialist21h
Software Development
Business Analyst189h
Integration Specialist102h
Performance Engineer9h
QA Engineer139h
Software Architect64h
Software Engineer447h
Work Breakdown Structure
| Phase/Task | Estimate | Assign To |
|---|---|---|
Discovery & Assessment3w Phase 1: Kickoff, current state assessment, requirements and scope. ~20 days. | ||
Project Kickoff & Governance Setup6d Kickoff meeting, governance, workspace, communication plan, environment access. | ||
Project kickoff meeting; roles and RACI1d 1.1.1 - 1 day | 9h | IT Consulting - IT Project Manager |
Define governance (steering change risk)1d 1.1.2 - 1 day | 9h | IT Consulting - IT Project Manager |
Set up project workspace and tools1d 1.1.3 - 0.5 day | 4h | IT Consulting - IT Project Manager |
Establish communication plan1d 1.1.4 - 0.5 day | 4h | IT Consulting - IT Project Manager |
Environment access and provisioning2d 1.1.5 - 2 days | 17h | IT Consulting - Systems Administrator |
Current State Assessment1w Document current ITSM tools, process workshops, integration landscape, assessment report. | ||
Document current ITSM and process tools2d 1.2.1 - 2 days | 17h | Software Development - Business Analyst |
Process workshops (Incident Problem Change)1d 1.2.2 - 2 days | 17h | Software Development - Business Analyst |
Request and catalog and approval flows1d 1.2.3 - 1 day | 9h | Software Development - Business Analyst |
Integration landscape1d 1.2.4 - 1 day | 9h | Software Development - Integration Specialist |
Security and compliance requirements1d 1.2.5 - 1 day | 9h | IT Consulting - Information Security Consultant |
Current state assessment report1d 1.2.6 - 1 day | 9h | Software Development - Business Analyst |
Requirements & Scope Definition1w Requirements workshops, functional and non-functional requirements, scope sign-off. | ||
Requirements workshops with business2d 1.3.1 - 2 days | 17h | Software Development - Business Analyst |
Document functional requirements2d 1.3.2 - 2 days | 17h | Software Development - Business Analyst |
Document non-functional requirements1d 1.3.3 - 1 day | 9h | Software Development - Business Analyst |
Define scope (in/out) assumptions constraints1d 1.3.4 - 1 day | 9h | Software Development - Business Analyst |
Prioritize backlog1d 1.3.5 - 0.5 day | 4h | IT Consulting - Product Owner |
Requirements sign-off1d 1.3.6 - 0.5 day | 4h | IT Consulting - IT Project Manager |
Design1mo Phase 2: Solution architecture, process design, technical design, data migration design. ~27 days. | ||
Solution Architecture1w Instance strategy, integration and security design, CMDB, architecture document. | ||
Instance strategy1d 2.1.1 - 0.5 day | 4h | IT Consulting - Technology Solutions Architect |
Integration architecture2d 2.1.2 - 1.5 days | 12h | IT Consulting - Technology Solutions Architect |
Security and access design1d 2.1.3 - 1 day | 9h | IT Consulting - Information Security Consultant |
Data model and CMDB design2d 2.1.4 - 2 days | 17h | IT Consulting - Technology Solutions Architect |
Solution architecture document1d 2.1.5 - 1 day | 9h | IT Consulting - Technology Solutions Architect |
Process Design1w To-be process flows, catalog design, approvals, SLA/OLA, sign-off. | ||
To-be process flows (Incident Problem Change)3d 2.2.1 - 3 days | 25h | Software Development - Business Analyst |
Request and catalog item design2d 2.2.2 - 2 days | 17h | Software Development - Business Analyst |
Approval and workflow design2d 2.2.3 - 1.5 days | 12h | Software Development - Business Analyst |
SLA and OLA definitions1d 2.2.4 - 1 day | 9h | Software Development - Business Analyst |
Process design sign-off1d 2.2.5 - 1 day | 9h | Software Development - Business Analyst |
Technical Design1w Custom tables, business rules, integration specs, UI/Portal, tech design doc. | ||
Custom table and field design2d 2.3.1 - 2 days | 17h | Software Development - Software Architect |
Business rules and client scripts design2d 2.3.2 - 2 days | 17h | Software Development - Software Architect |
Integration specs (per system)2d 2.3.3 - 2 days | 17h | Software Development - Integration Specialist |
UI and Service Portal design2d 2.3.4 - 1.5 days | 12h | Software Development - Software Architect |
Technical design document1d 2.3.5 - 1 day | 9h | Software Development - Software Architect |
Data Migration and Discovery Design5d Data migration strategy, CMDB discovery scope, import sets, data quality. | ||
Data migration strategy1d 2.4.1 - 1 day | 9h | IT Consulting - Technology Solutions Architect |
CMDB and discovery scope2d 2.4.2 - 1.5 days | 12h | IT Consulting - Technology Solutions Architect |
Import set and transform map design1d 2.4.3 - 1 day | 9h | Software Development - Software Architect |
Data quality and cleansing approach1d 2.4.4 - 1 day | 9h | Software Development - Business Analyst |
Build & Configuration2mo Phase 3: Foundation, ITSM config, CMDB, integrations, custom dev, data migration. ~55 days. | ||
Foundation and Platform Setup1w Instance config, users, roles, ACLs, notifications, update sets, scoped apps. | ||
Instance configuration1d 3.1.1 - 1 day | 9h | IT Consulting - Systems Administrator |
User and group structure1d 3.1.2 - 1 day | 9h | IT Consulting - Systems Administrator |
Roles and ACLs (base)2d 3.1.3 - 2 days | 17h | IT Consulting - Systems Administrator |
Notifications and email1d 3.1.4 - 0.5 day | 4h | Software Development - Software Engineer |
Update set and promotion process1d 3.1.5 - 0.5 day | 4h | Software Development - Software Engineer |
Scoped app structure1d 3.1.6 - 1 day | 9h | Software Development - Software Engineer |
Core ITSM Configuration2w Incident, Problem, Change, Request, SLA, assignment rules. | ||
Incident Management3d 3.2.1 - 3 days | 25h | Software Development - Software Engineer |
Problem Management2d 3.2.2 - 2 days | 17h | Software Development - Software Engineer |
Change Management3d 3.2.3 - 3 days | 25h | Software Development - Software Engineer |
Request Management and catalog3d 3.2.4 - 3 days | 25h | Software Development - Software Engineer |
SLA definitions and breach logic2d 3.2.5 - 2 days | 17h | Software Development - Software Engineer |
Assignment rules and routing2d 3.2.6 - 1.5 days | 12h | Software Development - Software Engineer |
CMDB and Discovery1w CI model, discovery schedules, service mapping, reconciliation. | ||
CI class model extension2d 3.3.1 - 1.5 days | 12h | Software Development - Software Engineer |
Discovery schedules and credentials2d 3.3.2 - 2 days | 17h | IT Consulting - Systems Administrator |
Run and tune discovery2d 3.3.3 - 2 days | 17h | IT Consulting - Systems Administrator |
Service mapping (optional)2d 3.3.4 - 1.5 days | 12h | Software Development - Software Engineer |
Reconciliation and identification rules1d 3.3.5 - 1 day | 9h | Software Development - Software Engineer |
Integrations1w LDAP, SSO, outbound/inbound APIs, MID Server, integration testing. | ||
LDAP and AD integration1d 3.4.1 - 1 day | 9h | Software Development - Integration Specialist |
SSO (SAML and OAuth)2d 3.4.2 - 1.5 days | 12h | Software Development - Integration Specialist |
Outbound REST and SOAP (per integration)2d 3.4.3 - 2 days | 17h | Software Development - Integration Specialist |
Inbound APIs and webhooks2d 3.4.4 - 1.5 days | 12h | Software Development - Integration Specialist |
MID Server (if needed)1d 3.4.5 - 1 day | 9h | IT Consulting - Systems Administrator |
Integration testing (unit)2d 3.4.6 - 2 days | 17h | Software Development - Integration Specialist |
Custom Development2w Business rules, client scripts, workflows, Service Portal, reports. | ||
Business rules and script includes3d 3.5.1 - 3 days | 25h | Software Development - Software Engineer |
Client scripts and UI policies2d 3.5.2 - 2 days | 17h | Software Development - Software Engineer |
Workflows and Flow Designer2d 3.5.3 - 2 days | 17h | Software Development - Software Engineer |
Service Portal and UI pages2d 3.5.4 - 2 days | 17h | Software Development - Software Engineer |
Reports and dashboards2d 3.5.5 - 1.5 days | 12h | Software Development - Software Engineer |
Notifications and mail scripts1d 3.5.6 - 0.5 day | 4h | Software Development - Software Engineer |
Data Migration (Execution)1w Extract, transform, load to Dev/Test, production load runbook. | ||
Extract and transform legacy data2d 3.6.1 - 2 days | 17h | Software Development - Software Engineer |
Load to Dev and validate2d 3.6.2 - 1.5 days | 12h | Software Development - Software Engineer |
Load to Test and UAT data set2d 3.6.3 - 1.5 days | 12h | Software Development - Software Engineer |
Production load plan and runbook1d 3.6.4 - 1 day | 9h | Software Development - Software Engineer |
Testing3w Phase 4: Test planning, SIT, UAT. ~22 days. | ||
Test Planning and Prep2w Test strategy, test cases, test data and environment. | ||
Test strategy and plan1d 4.1.1 - 1 day | 9h | Software Development - QA Engineer |
Test cases (functional)2d 4.1.2 - 2 days | 17h | Software Development - QA Engineer |
Test data and environment freeze1d 4.1.3 - 1 day | 9h | Software Development - QA Engineer |
System and Integration Testing1w Functional, integration, defect retest, performance, security testing. | ||
Functional test execution3d 4.2.1 - 3 days | 25h | Software Development - QA Engineer |
Integration test execution2d 4.2.2 - 2 days | 17h | Software Development - QA Engineer |
Defect log and retest2d 4.2.3 - 2 days | 17h | Software Development - QA Engineer |
Performance and load test1d 4.2.4 - 1 day | 9h | Software Development - Performance Engineer |
Security test1d 4.2.5 - 1 day | 9h | IT Consulting - Information Security Consultant |
User Acceptance Testing (UAT)1w UAT kickoff, execution, defect triage, sign-off. | ||
UAT kickoff and training1d 4.3.1 - 0.5 day | 4h | IT Consulting - Training Specialist |
UAT execution (business users)5d 4.3.2 - 5 days | 41h | Software Development - QA Engineer |
UAT defect triage and fix3d 4.3.3 - 3 days | 25h | Software Development - Software Engineer |
UAT sign-off1d 4.3.4 - 0.5 day | 4h | Software Development - Business Analyst |
Deployment2w Phase 5: Pre-deployment, go-live, stabilization. ~12-14 days. | ||
Pre-Deployment1w Prod prep, update set promotion, data load, integration cutover, go/no-go. | ||
Production instance prep1d 5.1.1 - 1 day | 9h | IT Consulting - Systems Administrator |
Final update set promotion1d 5.1.2 - 1 day | 9h | Software Development - Software Engineer |
Production data load2d 5.1.3 - 1.5 days | 12h | Software Development - Software Engineer |
Integration cutover (prod endpoints)1d 5.1.4 - 1 day | 9h | Software Development - Integration Specialist |
Go or no-go checklist1d 5.1.5 - 0.5 day | 4h | IT Consulting - IT Project Manager |
Rollback plan and communication1d 5.1.6 - 0.5 day | 4h | IT Consulting - IT Project Manager |
Go-Live6d Cutover execution, smoke tests, war room support. | ||
Cutover execution1d 5.2.1 - 1 day | 9h | IT Consulting - IT Project Manager |
Smoke tests post-cutover1d 5.2.2 - 0.5 day | 4h | Software Development - QA Engineer |
User communication and support desk brief1d 5.2.3 - 0.5 day | 4h | IT Consulting - Change Management Specialist |
Go-live day support (war room)3d 5.2.4 - 2.5 days | 21h | Software Development - Software Engineer |
Post-Go-Live Stabilization3d Monitor incidents, quick-fix deployment. | ||
Monitor incidents and performance2d 5.3.1 - 2 days | 17h | Software Development - Software Engineer |
Quick-fix deployment (if needed)1d 5.3.2 - 1 day | 9h | Software Development - Software Engineer |
Hypercare & Transition3w Phase 6: Hypercare support, knowledge transfer, project closeout. ~17 days. | ||
Hypercare Support2w Dedicated support, defect fix, standups, knowledge base. | ||
Dedicated support (war room or hotline)5d 6.1.1 - 5 days | 41h | IT Consulting - IT Consultant |
Defect fix and minor enhancements5d 6.1.2 - 5 days | 41h | Software Development - Software Engineer |
Daily standups with operations2d 6.1.3 - 2 days | 17h | IT Consulting - IT Project Manager |
Knowledge base updates2d 6.1.4 - 2 days | 17h | IT Consulting - Technical Writer |
Knowledge Transfer and Handover5d Admin training, runbooks, handover to BAU. | ||
Admin training2d 6.2.1 - 2 days | 17h | IT Consulting - Training Specialist |
Runbook and ops documentation2d 6.2.2 - 2 days | 17h | IT Consulting - Technical Writer |
Handover to BAU support1d 6.2.3 - 1 day | 9h | IT Consulting - IT Project Manager |
Project Closeout3d Lessons learned, final report, formal closure. | ||
Lessons learned workshop1d 6.3.1 - 0.5 day | 4h | IT Consulting - IT Project Manager |
Final report and metrics1d 6.3.2 - 1 day | 9h | IT Consulting - IT Project Manager |
Formal project closure1d 6.3.3 - 0.5 day | 4h | IT Consulting - IT Project Manager |
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