In our Platform Era: What It Really Takes to Implement ServiceNow

If you're new to ServiceNow — or you're adding a new business unit — implementation can feel overwhelming.

One of the first questions we always get is:
“What kind of time commitment is needed from our team?”

And the honest answer?
It’s more than most people expect.

Usually, we hear:

“We have real jobs to do!”

Totally fair. I’ve been there. That’s why I teamed up with our Solutions Consultant, Mike, to put together this guide — to help you prepare your team and plan realistically.

Why Your Time Matters

The more dedicated your team is (especially early on), the smoother your project will be. You'll see:

• Faster decision-making
• Better, more complete requirements
• Fewer surprises
• Quicker sign-off
• Higher adoption

But to get those benefits, you need the right people involved — and available.

Key Roles & Responsibilities

Quick note: One person can play multiple roles — just keep in mind, the more hats they wear, the more time they'll need to invest.

1. Platform Owner – Estimated Commitment: ~20%

The Platform Owner is the strategic driver of your ServiceNow investment. They own the vision, roadmap, and how it aligns to your business goals. They don’t need to be in every meeting, but they set the direction — and step in when things get stuck.

Key Responsibilities:

• Define and communicate the platform vision
• Prioritize business demands and align them to the roadmap
• Act as an escalation point when decisions stall
• Participate in governance and long-term planning
• Stay current on ServiceNow releases and opportunities for growth

Think of them as the sponsor who sees the big picture and keeps the implementation on course.

2. Process Owner

Estimated Commitment: 40–60%

This is the strategic owner of the specific process being implemented (e.g., Incident Management, Change Management). They’re the decision-maker for their area and are critical to the project’s success.

They understand how the process should work — and they have the authority to decide how it will work in ServiceNow.

Key Responsibilities:

• Lead design and requirements for their process
• Be the go-to for questions and decisions in their area
• Attend all workshops and key project sessions
• Review and approve deliverables and user stories
• Own UAT (User Acceptance Testing) planning and participation
• Help create and deliver training
• Champion the new process and drive adoption within their team

Pro tip: This person should want to own the process — and not just be “voluntold.”

3. Subject Matter Expert (SME)

Estimated Commitment: ~30%

SMEs are the hands-on experts - the boots on the ground. They know how things actually work today — in detail. While the C-suite may sign the SOW, SMEs are the ones who will use the system and understand the nuances of the day-to-day.

Key Responsibilities:

• Provide detailed insight into current-state processes
• Validate proposed designs with real-world context
• Participate in workshops and design reviews
• Assist with testing (unit, smoke, and UAT)
• Attend training sessions and help drive user readiness

Without them, your implementation risks missing critical context and nuance.

4. ServiceNow Platform Administrator / Developer

Estimated Commitment: 40–60%
(Varies based on skill level and desired involvement)

This person will help support and maintain the platform after go-live — so getting them involved early is key. If you’re using a Managed Service Provider (MSP), this role is optional, but highly encouraged.

Key Responsibilities:

• Attend technical design sessions and workshops
• Shadow consultants to understand architecture and config decisions
• Test and validate technical components
• Prepare for long-term platform administration
• Support go-live and post-launch stabilization

Even if they don’t configure the system during the project, they'll be responsible for it after launch — so they need to know how it works.

5. Project Stakeholder / Decision Maker

Estimated Commitment: 1–2 hours per week (or as needed)

This is typically a senior leader (director level or higher) who provides strategic guidance, removes roadblocks, and helps ensure the project stays aligned with business goals.

Key Responsibilities:

• Provide executive-level oversight
• Resolve escalations or indecision
• Advocate for the project with other leaders
• Approve key decisions and validate direction

You won’t need them in every meeting — but when they’re needed, their involvement can make or break momentum.

Example Weekly Time Commitment Breakdown

Additional Time Drivers

User Acceptance Testing (UAT)

UAT is owned by your team. That includes:

• Writing and executing test scripts
• Logging defects
• Retesting fixes
• Final sign-off

Decision Point: Will your team write the test scripts, or do you need us to handle that? This impacts both timeline and scope.

Training

Training drives adoption. Your team will need to decide on the delivery model:

• Train-the-trainer: We train your internal trainers, who then train end-users
• Full-service: We deliver training to your end-users directly

Either option requires planning, scheduling, and internal coordination.

Final Thoughts

Yes — it’s a time investment. But ServiceNow isn’t just another tool. It’s a platform that can transform how your business works. To get those results, we need your team’s input and engagement.

It’s simple: The more you put in, the more you get out.

You’re not just implementing software — you’re driving change. And we’re here to help you make that change successful.