Overview

Every onboarding scenario is a little different, but most will follow this high-level checklist. Turn around times are difficult to predict as they are influenced by the current workload of the ServiceNow team, availability of the team being brought in, and complications and nuances of the onboarding. We do our best to support desired timelines and try to be as transparent as possible. For additional platform background, please see ServiceNow: Prospective Client and Partner Information. 

Process Overview

• Initial meeting between ServiceNow team + onboarding team to discuss onboarding's team existing infrastructure and what they're hoping to achieve.
  • Demo of the system, if needed.
  • Discussion regarding number of agents and timeline onboarding team has in mind.
  • Discussion of our policies around data stored in the system and PII policies. See ServiceNow Data Security Guidelines for more information.
• ServiceNow team discusses timeline and resources available to onboarding team. Second meeting for two teams scheduled.
  • Discussion of expectations on ServiceNow team and expectations of onboarding team.
    • Does the onboarding team expect client portal visibility?
    • Does the onboarding team need forms? How many? How complicated?
• ServiceNow team schedules a 45 minute meeting with onboarding manager(s) to hand off Onboarding Template google doc and go over Services, Service Offerings, and how to fill out the template.
• If onboarding team needs forms, ServiceNow team meets with onboarding team to discuss details of forms and go over Form and Catalog Items.
• Onboarding team completes and delivers the Onboarding Template.
  
  • Onboarding team reviews its existing processes and emails to make sure it knows all workflows going to any proposed email addresses (eg, is there an app that always sends email to this address).
  • ServiceNow team reviews and approves or suggests changes.
• ServiceNow team begins set up process in sub-production instance.
  • ServiceNow team grants agent access to onboarding team members in a sub-production environment. This allows them to get familiar with the platform and create sample cases. Pre-recorded demos are available and will be shared.
  • ServiceNow team schedules training for onboarding team members.
• Go live.
• Post go live support as needed.