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.
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| 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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