Do you expect me to talk? No Mr. Bond, I expect you to die!

Have your scoping calls ever felt like this?

Pressure cooker situation. Strapped to a metal table. There against your will. High-powered laser pointed in your direction. 

Hi, my name is Bryan 

I'm a solutions consultant with award-winning ServiceNow implementation partner Crossfuze (pause for smile and tooth sparkle effect).

Scoping is one of the most important activities we do for customers when engaging with them for a ServiceNow project, however we never want it to feel like an interrogation by a ruthless, gold-obsessed, megalomaniac…unless of course you're into that.

Just kidding.

But seriously.

Here is what I like to point out. The scoping call is not just another meeting. Lord knows we all have plenty of those and we all know time is our most precious resource.

So, if you will indulge me (I promise no lasers, read at your leisure), let me try and convince you that scoping calls are valuable and don't have to be Bond villain level torture experiences.

Whether you are implementing ITSM, HRSD, ITOM, or a custom workflow for a giant space laser to take over the world, the scoping call: sets the tone, defines the boundaries, and ensures alignment between your goals and the solution we will ultimately build together.

From our standpoint, we want to hear about your current state and pain points. We want to know your desired outcomes and what success looks like for you. We also want to explore and gain an understanding of your technical requirements, key integrations, and any constraints you might be facing. And if you are able and comfortable to share with us, we hope to align on your budget, timeline, and delivery expectations. 

All of this equals clarity which drives success, efficiency and accuracy, and empowerment through collaboration.

✅ Scoping Prep Checklist: 

Here's my advice for how to prepare and make the most of the scoping call from your end.

I. Know Your Goals 

You can look to us as a partner to help and advise, but you should come in knowing what problems you are looking to solve. Reduce ticket resolution time? Improve self service? More visibility?

II. Bring the Right People

Include stakeholders (those who oversee the technical environment and the decision makers if possible). Their input is invaluable.

III. Document Your Current State

Even a rough outline is helpful, particularly where you have identified pain points.

Coming into a scoping call with a clear picture of your current environment helps us hit the ground running. It reduces ambiguity, speeds up discovery, and ensures we’re designing a solution that fits your reality—not just your aspirations.

Here is a quick “What to Document" checklist to get the juices flowing:

1. Business Goals

• What are you trying to achieve? (e.g., reduce ticket volume, improve onboarding speed)
• Why it helps: Aligns the solution to your strategic outcomes.

2. Current Processes

• Describe how things work today—step-by-step if possible. Include pain points.
• Why it helps: Gives context to identify automation opportunities and inefficiencies.

3. Tools in Use

• List systems, platforms, and tools currently in play (e.g., Jira, SAP, Excel workflows).
• Why it helps: Helps plan integrations and avoid duplication.

4. User Roles

• Who does what? Include personas or job titles involved in the process.
• Why it helps: Ensures the solution is designed with the right user experience in mind.

5. Volume Metrics

• Approximate numbers (e.g., 500 incidents/month, 10 HR cases/day).
• Why it helps: Helps size the solution and estimate performance needs.

6. Known Issues

• What’s broken, slow, or frustrating today?
• Why it helps: Prioritizes what needs fixing first.

7. Compliance/Security Needs

• Any regulations, audits, or internal policies to consider?
• Why it helps: Ensures the solution is compliant from day one.

8. Wish List

• Features or capabilities you’d love to have—even if they seem out of reach.
• Why it helps: Inspires innovation and helps future-proof the design.

IV. Be Open to Advice 

Not to toot our own horn, but we have done this a lot and we love doing it and we love helping people. We want to be your trusted partner. We are always going to offer best practices and share where we have seen others have the most success.

V. Let's Win Together

Finally, we don't want the scoping call to be dry, boring, or stressful! Come with questions, celebrate clarity if there is an “aha” moment, and trust the process. We're here to help and guide - not overwhelm.

Scoping is just the start of the journey, but it's where we draw the map, collaborate, and get ready to build something together.

So, we do expect you to talk, in fact we really want you to talk, but we definitely do not want you to die in a boring scoping call!