Managing Enhancements in ServiceNow Implementations

Enhancements often surface once stakeholders see ServiceNow in action. Without structure, they can derail scope as well as timelines. Here’s a simple approach:

1. Capture Enhancements throughout the Implementation
After application demos, capture all requirements, including enhancement ideas. Continue collecting enhancements as development progresses.

2. Categorize

• Must-haves: Critical, in-scope now
• Should-haves: Important, consider for near-term roadmap
• Could-haves: Nice-to-haves, save for later phases

3. Align to Value
Only prioritize enhancements that clearly drive efficiency, reduce risk, or improve experience. You may need to swap a previous requirement with a highly valued enhancement in order to maintain budget and schedule.

4. Use a Backlog
Enhancements not in scope should be logged in a backlog for future review: keeping stakeholders heard while preventing scope creep.

5. Set Expectations
Communicate that not all requests fit the current phase, but there’s a clear path for future delivery.

🔑 Takeaway: Enhancements are inevitable. Handle them proactively, prioritize by value, and use a backlog to balance stakeholder needs with project success.