EXHIBIT A
SERVICENOW STARTNOW IMPLEMENTATION METHODOLOGY
ServiceNow implements its solutions for customers using the StartNow Implementation Methodology. The services set forth in the
project will be undertaken by a project team of representatives from ServiceNow and the customer (Project Team) and will be
managed jointly by a project manager from the customer and a ServiceNow engagement manager. The composition of the Project
Team will typically change during the various stages of the project. Some project members may play more than one role during the
project lifecycle.
1.1. StartNow Implementation Methodology
Plan Discover Prepare Deploy Operate
StartNow is based on ServiceNows best practices gathered over hundreds of implementations and designed to support
STrategic Alignment and drive Rapid Transformation for our customers. StartNow uses a combination of traditional waterfall
approach and Scrum to manage the implementation.
The StartNow Implementation Methodology includes five deployment stages: Plan, Discover, Prepare, Deploy, and
Operate as outlined below.
Each stage has its own set of unique tasks. Many tasks may be executed in parallel to one another within a given stage. The
stages are further defined below.
1.2. The Staged Approach
Plan Discover Prepare Deploy Operate
Initiate the project by a meeting of members from the customer and ServiceNow
Review deliverables of the project with the customer
Agree on the rollout approach (phased versus big bang)
What is required?
Load the StartNow methodology tool set onto one of the customers instances
Schedule System Administration training, if purchased, for the customer
Plan and conduct a project kick-off workshop
Begin security discussions to understand the approval requirements and what the triggers are
Introduce the StartNow methodology to the customer
How is it done?
Introduce the best practices around the ServiceNow StartNow deployment approach
Walk through the sample project plan with the customer project manager
The ServiceNow engagement manager:
o Establishes the project cadence (daily/weekly meetings & calls) and agrees with the customer project
manager when and where these should occur
o Kicks-off the project and runs kick-off meetings
o Loads the StartNow tool set
o Organizes the System Administration training if purchased
Who does what?
The customer project manager:
o Is brought up to speed on the StartNow methodology
o Confirms deliverables
o Reviews the preliminary project plan with milestones and key dates
The customer executive sponsor:
o Communicates the vision and tone for the initiative in the project kick-off workshop
When will things Usually 4 weeks after both parties sign the statement of work
happen?
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Plan Discover Prepare Deploy Operate
Process reviews to describe the out-of-the-box ServiceNow process functionality
Introduce ServiceNow design and configuration standards
Conduct a conference room pilot to review the out-of-the-box ServiceNow tool functionality
What is required? Conduct gap analysis workshops for each process that is in the scope of the statement of work to identify gaps
between the customer processes and ServiceNow best practices
Customer documents requirements (stories) in the Scrum application
The Project Team reviews and refines the project plan in StartNow
Customer agrees and signs off on requirements before proceeding on each application in scope
How is it done? Onsite customer based workshops with process owners
Customer supplies a scribe to document requirements (Stories) in Scrum
Who does what? The ServiceNow business process consultant will be responsible for the workshop and facilitate discussions
The customer process owners will walk through their processes or agree to ServiceNow processes
When will things After processes are agreed (either using customers processes or ServiceNows out-of-the-box processes)
happen?
Plan Discover Prepare Deploy Operate
Core System set-up (LDAPS, Locations, Groups, Roles, Security, Calendars, Schedules)
What is required? Sprint planning (building Sprints and organizing Stories)
Review and refine project plan
Update Risk, Issue, Decision, Actions, Changes (RIDAC) in StartNow
How is it done? ServiceNows technical consultant enables the customers administrators on Core System set-up
ServiceNows engagement manager works with the customer project manager for Sprint planning
ServiceNow technical consultants will guide and enable the customers system administrators
Who does what?
Customer system administrator will be teamed with the ServiceNow technical consultant
ServiceNow engagement manager leads on the Sprint planning
When will things After the customer instances have been completely provisioned
happen? After Customer system administrators have been trained
After the gap analysis workshops
Plan Discover Prepare Deploy Operate
Work through the Scrum stories/requirements
What is required? Manage in small Sprints which make up a particular release of pieces for testing
Review and refine project plan
Update Risk, Issue, Decision, Actions, Changes (RIDAC) in StartNow
Daily stand-up meetings
o What did you do yesterday
How is it done? o What will you do today
o What road blocks are in the way
Onsite and remote consultancy help to enable the customers administrators on the deliverables in scope
Collaboration in the Project Team
Who does what? ServiceNow technical consultants will guide and enable customer system administrators and technical resources
Customer system administrators will be teamed with the ServiceNow technical consultant
When will things
After core system set-up is complete and users have been successfully loaded
happen?
Sprints are planned
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Managing the
Product Backlog
Plan Discover Prepare Deploy Operate
Training for the customers Process Users
Process User pre-production testing & re-work
What is required? Go-live checklist completed
Customer end user pre-production testing
Go-live
Customer participates in engagement survey to provide feedback to ServiceNow about the project
How is it done? Testing done against the criteria on each Scrum story (the customer owns the test plans / use cases)
ServiceNow technical consultants and the customer system administrators are re-working issues discovered in pre-
production testing
Who does what?
ServiceNow engagement manager works with the customer during pre-production testing and conducts go-live
checklist
The customer sets up communication plans.
When things will
After Scrum requirements are completed.
happen?
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