Delivering with Focus: Prioritization Strategies for ServiceNow Implementors

For ServiceNow implementors, balancing competing priorities is a daily reality. Between managing platform upgrades, delivering enhancements, resolving incidents, and aligning with evolving business needs, the pressure to deliver quickly and effectively can be intense. Success depends not just on technical expertise, but on strategic prioritization and stakeholder alignment. Here are some keys I find to be valuable day-in day-out! 

Start with business value. Every ServiceNow initiative—whether it's a new module rollout, automation enhancement, or integration—should tie directly to business outcomes. Implementors must work closely with process owners and PMOs to understand which initiatives drive the most impact. Prioritizing based on ROI, user experience, and operational efficiency helps ensure resources are focused where they matter most.

Stakeholder alignment is critical. Competing priorities often stem from different departments pushing for their own needs—HR wants onboarding automation, IT needs CMDB cleanup, and Security is pushing for GRC enhancements. Regular governance meetings, intake reviews, and roadmap sessions help surface these conflicts early and create space for collaborative decision-making.

Use agile principles. ServiceNow implementors benefit from agile delivery models that allow for iterative progress and flexibility. Sprint planning, backlog grooming, and daily standups help teams stay focused and adapt to shifting priorities. Tools like ServiceNow’s Agile Development module can provide visibility and structure.

Balance innovation with stability. While driving new capabilities is exciting, platform stability and technical debt management are equally important. Implementors must carve out time for refactoring, documentation, and regression testing—especially during major upgrades or when deploying across multiple business units.

Ultimately, balancing competing priorities in ServiceNow delivery is about aligning technical execution with strategic intent. With clear business goals, strong governance, and agile delivery practices, implementors can navigate complexity, deliver value, and maintain a sustainable pace.