Solving the Resource Puzzle in ServiceNow Projects

Every ServiceNow implementation looks clean on the kickoff deck; roles are defined, timelines aligned, and everyone nods in agreement.

But somewhere between sprint two and UAT, reality hits:
A key SME is only 25% allocated.
The platform architect is split across four other projects.
And the “dedicated” testing team?  They’re only dedicated after 5 PM.

Resourcing isn’t just about headcount - it’s about availability, capability, and consistency.

In my experience, resourcing challenges rarely come from a lack of people.  They come from misaligned expectations and unclear commitments.
We often assume resources are available when they’re merely “assigned.”

That’s where good project management and ServiceNow delivery leadership step in:

• Clarify true capacity during planning.

• Protect core roles (architect, developer, tester) from context switching.

• Create visibility, not blame, when resource constraints appear.

Because the goal isn’t just filling a seat on a RACI chart or having a resource plan created…
It’s ensuring the right people are in the right seats at the right time, and empowered to deliver.

Resourcing isn’t a PMO checkbox.  It’s the quiet force that determines whether your project thrives or survives.  Focusing on proper resourcing is how Crossfuze ensures ServiceNow projects are successful.