What is ServiceNow and what does it do?

Innovative business solution 

ServiceNow is a cloud-based platform for managing processes, services and enterprise infrastructure (Enterprise Cloud). It offers innovative solutions in these matters. It was designed to digitize and automate manual workflows and to make people work faster, smarter, easier and better. Thanks to ServiceNow, organizations can deliver services in a more efficient and integrated way.

The ServiceNow platform combines many functionalities, including incident management, problem management, change management, configuration management, as well as performance forecasting, reporting and analysis. Created nearly 20 years ago, it has been undoubtedly one of the largest global players and a leading service management tool for companies. Because of continuous improvement and the expansion of functionality, intuitiveness and ease of use, as well as comprehensive solutions and personalized HR services tailored for everyone, ServiceNow makes the world work better.

ServiceNow mission, vision & values

ServiceNow changes the way people work. What used to be done manually is now being done digitally. “There is no better experience than giving someone a piece of technology that lets them do something they never thought they could do”, said Frederic Luddy, founder of ServiceNow. ServiceNow focuses on processes, activities, and sentences – in short, everything that makes up day‑to‑day work life. ServiceNow provides a service model that defines, structures and automates all the processes. Everything becomes a service – you can create, deliver and manage service requests.

Thanks to ServiceNow, work becomes easier and faster, and thus more enjoyable, which increases also employee satisfaction, productivity and engagement. SeviceNow’s motto is “We make the world of work, work better for everyone”.

“ServiceNow improves not only the work of individuals or teams but also helps the modern enterprise operate in a faster and more scalable way than ever before. ServiceNow opens up new possibilities” – says Marcin Tyburski, CEO at SPOC. “It changes the way of working by simplifying, rebuilding and automating business processes. ServiceNow is the key driver of business change”.

ServiceNow is based on solutions with roots in IT. However, it proves that they work well also outside this industry. ServiceNow can support many domains of modern enterprises – including finance service operations, HR and customer service management. It can be successfully implemented in companies of all sizes and operating in various sections and industries.

ServiceNow history

The beginnings of ServiceNow

To tell the story of ServiceNow’s origins, we need to go back to 2003 and one man. After his employer’s bankruptcy and the loss of his fortune, Indiana-born computer scientist and entrepreneur Frederic Luddy put everything on the line. Just before his 50th birthday, he founded Glidesoft – IT Service Management company based on good ITIL practices. For nearly 2 years, Luddy was the only employee. In 2006, Glidesoft changed its name to ServiceNow.

ServiceNow today

After ServiceNew’s first year of operation, the total revenue amounted to $13 million. The company quickly reached world-class corporations such as Intel and AstraZeneca. In 2012, ServiceNow went public. The initial share price was $18; today, after 11 years, it is about $460. In 2018, ServiceNow was ranked number one on the list of the world’s most innovative companies by Forbes magazine. In 2022, it had a revenue of $7.2 billion. Today, ServiceNow employs around 20,500 people (as of April 2022). ServiceNow was also listed among FORTUNE 2023 World’s Most Admired Companies for the third year in a row.

Currently, ServiceNow is used by over 7,700 companies worldwide, being a customer favourite – the subscription renewal rate is 98%. 85% of the companies from the list Fortune 500, the top companies in America, use ServiceNow.

ServiceNow hosts the annual Knowledge Conference – “a gathering to create great experiences for employees, customers and partners”. In 2022, the meeting took place simultaneously on 3 different continents, in 4 cities – New York, Hague, Las Vegas and Sidney. Huge crowds of people also participated online.

When I started ServiceNow in 2004, my vision was to build a cloud-based platform that would enable regular people to route work effectively through the enterprise

Fred Luddy, Chairman of the Board at ServiceNow

ServiceNow tools

ServiceNow Platform is a scalable cloud that offers a range of applications, workflows and processes. Sharing common architecture and data, the platform incorporates a variety of ready-made suites catering service requests for specific business areas.

The ServiceNow platform consists of a number of modules, functions and tools, such as workflow, SLA, notifications and forms. Using them, it is possible to build any applications. Sharing a common core, which is the configuration management database (CMDB), they support most business functions – they help with business process management, projects, risk management, IT service management, human resource management and many other areas.

“ServiceNow is not a single tool – it is a platform and various applications can run on it. They are grouped into modules that respond to specific challenges and needs of the organization – such as managing IT processes, Human Resources, Customer Service or IT infrastructure” – Marcin Tyburski, CEO at SPOC.

The platform incorporates a variety of key features of ready-made suites catering for specific business areas:

  • IT Service Management,
  • IT Operations Management,
  • Strategic Portfolio Management (former IT Business Management),
  • HR Service Delivery,
  • Customer Service Management,
  • Security Operations,
  • Governance Risk and Compliance (GRC),
  • Integrated Risk Management,
  • Field Service Management,
  • IT Asset Management.

ServiceNow flexible journey 

Customers can start their ServiceNow journey from many points. Regardless of where they first start, they have the ability to follow a flexible roadmap to achieve continued success in an organization.

ServiceNow is a solution tailored to users’ specific needs. It gives you the opportunity to use ready-made business applications or choose the platform itself, where developers can create dedicated business applications themselves from scratch. Customers can start with one module and then choose other modules as needed. All applications can also be continuously developed as your business grows, by using ServiceNow or third-party solutions. The entire platform itself can be customized to suit your needs. ServiceNow extends and grows together with the organization.

ServiceNow releases

Throughout the years, the core and essence of the technology have remained the same, but the functionality and solutions that ServiceNow offers have expanded and improved. Twice a year, ServiceNow releases a new version of the Platform. Each is named after a famous city; the names, and therefore the releases, are arranged in alphabetical order. These are Aspen, Berlin, Calgary, Dublin, Eureka, Fuji, Geneva, Helsinki, Istanbul, Jakarta, Kingston, London, Madrid, New York, Orlando, Paris, Quebeck, Rome, San Diego, Tokyo, and Utah. ServiceNow’s next release, Vancouver, is planned for the third quarter of 2023. The Washington release is scheduled for the beginning of 2024.

All customers using ServiceNow can upgrade their instances to the latest version. Each version brings significant changes and new additions that change the world of work – they can increase employee engagement, productivity and satisfaction, improve the way the employees work, reduce costs, and increase security.

ServiceNow invests millions of dollars in research and development. Thanks to this, it not only solves the problems of previous versions, but also creates new functions, responding to the needs of the modern world – such as new consumer or business problems, technology trends,  or changing work environments (e.g. the growing number of people working remotely or in a hybrid work model).

Maximum availability and data security

Thanks to 16 data centres, ServiceNow achieves excellent availability scores of over 99.7%. The centres are located on 5 continents: Europe, Asia, Australia, and North and South America. Data centres are built in pairs – explains Marcin Tyburski, CEO at SPOC. For example, in Europe, one pair is Amsterdam and Frankfurt and the other is London and Dublin. Each customer is assigned to two centres; the instance is always backed up in another data centre. This solution ensures maximum data availability.

The ServiceNow cloud architecture is built in a single-tenant model, double disaster recovery and replication to separate data centres. The platform security is ensured by a dedicated team of specialists and an organization compliant with such certificates as ISO27001, SSAE 16 SOC1 Type 2, and SSAE 16 SOC2 Type 2.

IT Service Management – the flagship project of ServiceNow

For many years, ServiceNow has been one of the leading IT service management tools. The platform is valued for innovation and providing comprehensive solutions that meet the demands and can be adapted to the most complex environments. It offers a set of tools that help you develop, deliver and manage IT services, resulting in a better and smarter work environment.

In last year’s (2022) Gartner Magic Quadrat, ServiceNow was named the leader for ITSM platforms for the 9th time in a row! It was awarded for continuous product improvements, high adaptability, high market position and a strong community of users.

ITSM has been the staple of the ServiceNow Platform from the very beginning. Most companies introduce ServiceNow first in the field of ITSM, and after a successful implementation they decide to try also different modules – says Marcin Tyburski, CEO at SPOC.

Digital Maturity ServiceNow

Time to value a key focus of ServiceNow

When innovation works, the world works. As alluded to a couple of times already, the ServiceNow Platform was designed to make work faster and easier, and as a result, reach new business outcomes and ensure maximum profit for companies.

ServiceNow allows easy integration, digitization and process automation. It ensures security, simple communication and management, and helps you to cut costs and save time. ServiceNow also increases work efficiency and customer satisfaction, optimizes cooperation and improves business performance. The Platform is an excellent tool to increase the overall process efficiency. It makes everyday activities easier for those who work for you and with you. Cloud data availability means that employees can access it at any time.

The approach of No Code / Low Code, which allows a full range of people to deliver solutions on the platform, means businesses are able to roll out applications and solutions quickly to align to changing needs. The longer-term strategic growth plans can be managed with more complex solutions prepared with the assistance of professional ServiceNow partners – such as SPOC.

Bringing all these items together helps us understand the economic impact of ServiceNow use. It was being studied by the neutral advisory agency Forrester Research. Their report “The Total Economic Impact of ServiceNow IT Applications” showed that ServiceNow implementation improved IT & employee productivity by $8.9 million per year (2019). It also reduced the impact of high-priority incidents and shorted the time of their resolving by $3 million. Reducing development and maintenance costs saved another $6 million. ROI from the implementation of ServiceNow was 229%.

Begin your journey with ServiceNow and start transforming your organization.

How to implement ServiceNow Service Management (ITSM) with minimal effort? FastTrack approach.

Are you struggling to implement ITSM within your organization? The SPOC FastTrack method acknowledged by ServiceNow offers a faster and better way to activate a service management solution with minimal effort. Not only does it provide a strong foundation for future growth and scalability, but it also allows you to see the benefits of ITSM right away. 

Why is ITSM implementation so hard?

ITSM implementation brings headaches to many companies due to a lack of resources. With limited staff, budgets, and knowledge, you may need to outsource most of the process to a service provider. The complexity of IT systems and processes can make them difficult to implement.

To face these problems, you need to take a proactive approach. This involves defining your goals, evaluating potential solutions, and preparing a comprehensive strategy before beginning the implementation. Having a team of knowledgeable professionals is also beneficial to help guide the process. It is worth remembering that ITSM implementations involve more than just software installation – they include policies, processes, and organizational change. 

Think of implementing ITSM as climbing Mount Everest. Taking a step-by-step approach may be the best option if your team is not well-experienced or lacks the necessary equipment. There are multiple ways to reach the summit, such as starting at base camp one and taking your time to acclimate (FastTrack) or attempting to reach the top in one go without stopping at the base (full ITSM implementation with customizations). Sounds scary? Don’t worry; keep reading to learn more about your options.

Read about 8 common ITSM implementation pitfalls and how to avoid them

All you need is an out-of-the-box ITSM solution

Implementing ITSM can be a long and challenging process, especially if you have to fulfil many different needs of your users and don’t have the time or resources to dedicate to it. That’s why many companies are turning to out-of-the-box solutions, such as SPOC FastTrack, to improve their IT service management.

An out-of-the-box ITSM solution is a fast, cost-effective, and easy way to get your IT service management up and running quickly. One of the biggest advantages of an out-of-the-box solution is that it does not require a heavy budget investment right away. This makes it an excellent option for companies on a tight budget who want to improve their IT service management.

Another advantage of out-of-the-box solutions is that they are less complex and less complicated to start, making it easy for you to get up and running quickly. This is especially true for companies that don’t have the know-how about coding, as out-of-the-box solutions usually come with a drag-and-drop feature for easy implementation. You don’t have to spend time and resources on customization. This can save your company time and money and allow you to focus on more critical tasks.

Last but not least, the user experience is significantly enhanced, visible through the new Employee Service Center Portal and Csat increases.

What is SPOC FastTrack?

The SPOC FastTrack ITSM solution streamlines IT service management by utilizing best practices recommended by  ServiceNow, saving time, money, and resources while minimizing project risks. It offers complete control, reporting, automation, self-service capabilities, and integrations. Additionally, it comes with added features such as mobile applications for end-users and fulfillers, a knowledge base, out-of-the-box reporting and dashboards for each process, and an agent workspace. The solution is user-friendly and easy to manage, requiring minimal technical knowledge. Training is included in the service, allowing mid-level administrators to take charge of it with ease.

The FastTrack method per ServiceNow recommendation is perfect if your company:

  • Is just starting its digital maturity journey and has a limited budget for ITSM implementation.
  • Is not yet advanced in SaaS usage or Cloud maturity and still relies on siloed systems and excel spreadsheets for company data.
  • Doesn’t need complex solutions and has a reasonable adoption rate for solutions not tailored to specific needs.
  • Is a small to medium-sized business, with employee counts ranging from 50 to 1000.

By investing in the FastTrack solution, you’ll get the foundations of ITSM in place, enabling you to improve and scale your capabilities as your company’s digital maturity journey progresses. With this solution, you’ll be able to manage your IT services more efficiently and effectively and return your investment in ServiceNow right away. Keep in mind that the FastTrack solution may not be suitable for organizations that require more complex solutions or have a very high level of customization needs. 

Read more about SPOC ServiceNow implementation here

ServiceNow ITSM FastTrack is a faster method for companies looking to streamline their IT service management processes out-of-the-box in no time for a minimum budget. It provides a comprehensive set of features that can help small and medium organizations improve their users experience and service delivery efficiency after only 14 weeks of deployment. SPOC as Elite partner of ServiceNow  has many projects  references within the European Institutions with high Csat score. No surprise as SPOC is working on a Fix Fee SOW basis.  Last but not least, ServiceNow SaaS technology is in use at DIGIT and is fully compliant with all EU regulations in terms of Data Security and Data protection.  SPOC services are very easy to procure via SIDE II framework agreement. 

  Philippe Bruls , Client Director

FAQ for out-of-the-box ITSM implementation

How does out-of-the-box ITSM implementation work? 

Answer: Out-of-the-box ITSM implementations are typically based on predefined processes and use templates or configuration wizards to help set up and roll out the solution quickly and easily. The goal is to provide an ITSM solution that is ready to use and can be up and running in less time than it would take to customize a solution from scratch.

What challenges do businesses face when implementing out-of-the-box ITSM implementations? 

Answer: The main challenge businesses face when implementing out-of-the-box ITSM implementations is that the solution may not meet the company’s specific needs. This could result in either the business having to customize the solution or having to look for alternative solutions. Additionally, the implementation process may require more time and resources than expected.

What are the minimum requirements for an out-of-the-box ITSM solution? 

Answer: The minimum requirements for an out-of-the-box ITSM solution typically include having a basic understanding of IT service management and the ability to access and use the solution’s interface. Additionally, you need a budget to buy the subscription or licence to use the solution. It is also important to have a team of people responsible for implementing, maintaining, and administrating the solution.

How to implement ITSM in the shortest time?

Implementing ITSM in the shortest time is possible using an out-of-the-box solution like SPOC FastTrack.

Here are some steps you can take to implement ITSM in the shortest time:

  1. Research and evaluate different ITSM solutions to fit your company’s needs and budget best.
  2. Choose an out-of-the-box solution like SPOC FastTrack, which is pre-configured and ready to use.
  3. Get your team trained to use the solution to make the implementation process go smoothly.
  4. Implement the solution in stages, starting with the most critical and high-priority areas of your IT service management.
  5. Use the solution’s drag-and-drop feature to make the implementation process as straightforward as possible.
  6. Monitor the implementation process closely and adjust as needed to ensure that the solution works as expected.
  7. Continuously measure and evaluate the solution’s performance and make changes to optimize the results.

Effective ITSM implementation explained in 7 steps

ServiceNow FastTrack implementation and ITSM implementations, in general, require a deep understanding of key topics such as meeting business requirements, system architecture, and configuration management to deliver detailed results and meet the needs of ServiceNow customers. Essential knowledge of problem management, major incident management, basic and advanced operations, and key performance indicators are prerequisites for a successful candidate in ITSM implementation. Maintainability and the ability to configure appropriate features are critical to delivering implementation solutions that meet the needs of the business. With the current release functionality and the registration process, ServiceNow FastTrack offers a solid foundation for ITSM implementation success, providing basic features for optimal configuration and support.

Philippe Bruls , Client Director

Get your ITSM in 3 months

By following these steps, you can quickly implement ITSM, allowing you to start managing your IT services more efficiently and effectively immediately. A great advantage of FastTrack is its speed – with a knowledgeable and experienced SPOC team, you will be able to go up and running in just three months. You will get the support needed from the specialists to make sure that the implementation is successful. Remember, you are not alone, you can always get help in evaluating your situation – we’re here to help. Contact us here.

5 practical tips for effective ServiceNow implementation

Before implementation

ServiceNow is a powerful technology platform that can drive digital transformation and process automation in large organizations. But implementation can also be frustrating and cumbersome. Based on my experience as an implementation consultant, you need to do these 5 things if you want to increase the odds of ServiceNow project success. Here are 5 tips for successful implementation of ServiceNow – the best practices you need to think about before starting your journey with ServiceNow platform.

Set clear business goals 

It’s time to begin, and let’s do it with the first step – business goals. When I join new ServiceNow implementation engagements, I like to ask myself some questions, and the most important ones are: “We need to consider, what are we doing here”? What do we want to accomplish by investing everybody’s time and effort into the project that will likely take months and cost millions? 

You have to answer this and the funny thing is, it is not always clear how.  

What is not so funny is that when it comes to a successful ServiceNow implementation, without clear business goals everybody involved in the project – without a single exception – struggles. And this is to be expected. The truth based on many case studies is: you don’t know where you’re going (at least roughly), you will (most likely) never get there. 

Before thinking about implementing ServiceNow, it’s time to approach what you want and what you have to accomplish. Think out of the box. Answering this question, ideally in measurable ways, makes it easier to select the ServiceNow product and services, including the right license package, assemble the team that is fit for the job, plan timelines and distribute tasks, destined to ensure a successful ServiceNow implementation.

Put boundaries on the scope

Scope creep is a real thing. It doesn’t come out of nowhere. It drains resources. It derails and frustrates teams. It delays go-lives. You don’t want to have these struggles in your project, definitely not in a major way. 

That’s why scope boundaries are needed. Ideally, they should flow from clear business goals. But they are more specific.  Your business goal may be migrating from your legacy ticketing solution to IT Service Management in ServiceNow within 3 months.  

Your scope should specify whether migrating existing tickets from a ServiceNow implementation of the old tool to the ServiceNow is part of the project. Or which ITSM processes (incident, change, problem, service request) will be part of implementing ServiceNow. Or whether Knowledge management is in scope too. And so on. 

The more you explicitly include and exclude from the scope, the easier it will be for everybody, including your ServiceNow implementation vendor and platform support team, to estimate their effort and manage ServiceNow delivery without drama. 

Put together the team  

I guess this is my personal favorite from all best practices to ensure the right ServiceNow implementation. IT systems are about technology, about the platform, but, out of the question, they are also the people.  People who collaborate to define business goals and scope. People who bring technical expertise to configure, customize and test your ServiceNow instance. People who drive and embed the change in your organization. People from the IT department, responsible for IT processes. And finally people who will be using ITSM applications, Customer Service Management, Project Portfolio Management, GRC, HR Service Delivery, Safe Workplace Suite, Event Management or whatever ServiceNow solution or product that you are planning to roll out. 

The quality of the team that you put together on your side (especially process owners and product owners) and the quality of the team your ServiceNow implementation vendor will bring to the table will to a large degree define the quality of a ServiceNow implementation. 

One fatal mistake I’ve seen is dismissing this good old human aspect of technical implementations based on the assumption that “technology will simply take care of itself” or “developers will just do it”. As disappointing as it sounds, we’re not there yet, not even close, and strong teams are key to successful ServiceNow projects.  

You’ll find even more practical tips how to avoid pitfalls in implementing ITSM ServiceNow here.

Follow the implementation process 

And strong teams work much more effectively if they operate within some framework. Let’s call it the implementation process of ServiceNow. It’s simply a sequence of steps, to some degree predictable and repeatable across ServiceNow projects, that provide guardrails for everyone involved, from business stakeholders to solution architects to quality assurance engineers. 

ServiceNow is promoting its own methodology called Now Create, based on years of the most important customer experiences, best practices, successes and failures of the platform.  

The most successful implementation of the platform vendors embrace it but also enhance it with a lower-level process for SDLC (software development lifecycle), team collaboration mechanisms (like Agile) and other practices that provide structure to what is often a very dynamic, non-linear process of implementation and embedding ServiceNow as an ITSM, ESM, CSM, ITOM, PPM, GRC or HR solution.

Embed this change 

One of the halves of the battle is getting the technical part. We need to think about what the other half is. The right answer is: getting the intended users to make the new tool – ServiceNow – their own.  
One thing to consider is if employees really visit the new Service Portal and use the Service Catalog. Do they see value in ServiceNow? Do business approvers log in to the mobile app to approve requests, changes or contracts on the go? Do team leads pay attention to SLAs to drive efficiency of their teams? Are support agents more productive and less frustrated now that they have dashboards, reports and Performance Analytics to make their work easier? Are their business needs completely fulfilled? Are they satisfied with usage of the platform?

It’s not enough to say that these things work – technically. Well, it may be enough to sign off the completion of the project. You know – tick this box. But in the bigger picture, for the ServiceNow product, like ITSM, PPM or a custom app, to be successfully implemented, it needs to be backed up with organizational change management.

How to do it? This means user adoption support, training and communication, documentation and sharing, usage monitoring, feedback management and continuous improvement. All this is needed to make the platform truly transform the organization. And the best value is that this job is never complete (or easy) as organizations evolve and so should their people, processes, services and tools, including ServiceNow.

Another thing worth your consideration is platform’s user experience. We gathered in ebook 7 tips that you should take a closer look at while improving your platform UX.

Prepare for ServiceNow implementation

To sum up, 5 things you should remember when implementing ServiceNow: make sure people will use it, build realistic scope, set clear business goals, gather a strong team of people who will be project ambassadors across your organization. Don’t forget that you don’t have to know it all. We are here to prepare you for the journey and make this process smooth and successful. Prepare for implementation with a partner who cares.

8 steps to successful project delivery

ServiceNow Project Management – 8 Steps to Successful Delivery: SPOC ServiceNow Experts Since 2010
Executing a successful ServiceNow project implementation requires each member of the project team to contribute.
This article outlines the principles and the steps SPOC’s project team takes to maximise a successful implementation for ServiceNow projects.

From the experience gained working with different clients on projects that vary in size and complexity, the team strongly feels that an Agile approach best suits ServiceNow projects.

One of the main reasons for this is the frequent issue of eliciting the specific requirements from stakeholders at the start of the project.

This means it can be challenging to identify all of the main functions required during the implementation. In addition, it’s not uncommon for the requirements to adapt as the stakeholder’s knowledge of the system and the possibilities of its functionality grows.

With an Agile delivery, you can compensate for these changes throughout the sprints. By using the MoSCoW prioritisation technique with a ratio of 60/20/20, it means that the ‘Must Have’s’ can be identified but there is the necessary room for adjustment.

The Key Steps
Taking a more granular perspective, we can identify the main milestones of the project. Irrelevant of the scope, these will stay fairly consistent.

The Agreement for the ServiceNow Project
All parties must agree on the model of cooperation; that doesn’t mean only the contractual elements but also other key elements.

This would include:

Project Governance is set
Roles & Responsibilities are clearly defined
Product owner has the appropriate decision power
The project exit plan is well defined
The proposed team will stay consistent
ServiceNow Scoping Workshops
Once the customer has communicated the Critical Success Factors (CSFs) for the project, it’s time to cover the scope of the functionality and requirements.

Before starting, make sure:

Everyone is briefed prior to the workshops increasing interaction
The vision, roadmap and CSFs are understood so the Minimum Viable Product (MVP) can be defined
All the relevant people are involved
Functional and Non-Functional requirements are captured
The customer’s voice is heard – watch out for System thinking
Product Backlog for the ServiceNow Project
Once the requirements have been gathered, the product backlog can be drafted.

Check that:

All the requirements of the MVP are well defined
The MoSCoW prioritisation follows the 60/20/20 ratio
Estimations include development and non-development work
The estimation team consists of a mixture of profiles
The user stories are clearly defined and written in epics or user stories
The acceptance criteria are defined quantitively
Delivery Plan for the ServiceNow Project
The backlog is in place, you can now start creating the delivery plan.

Confirm that:

Project constraints and expectations are included in the plan
You are prepared for business change management
Communication plan and project marketing within your organization is defined
Schedule, budget, and team are agreed
Risks and issues are captured
Documentation requirements confirmed (technical documentation, user guides etc.)
Customer Acceptance
An initial backlog is prepared, project plan, deliverables and costs are defined. It’s time for a decision!

It’s important to make sure:

Any doubt is clarified
All parties understand and accept risks related to the project delivery model
Roles and responsibilities are clearly assigned
You start with a project kick-off
Backlog Refinement of your ServiceNow Requirements
The scope is agreed & the stories have the green light. Now you can plan the sprints and confirm the solution architecture.

Make sure:

You stay focused on the business priorities
Product owner and delivery team cooperate to define what should be delivered
Refinement isn’t causing scope creep
Estimation is done by the same team that is delivering
ServiceNow Project Sprints
Development starts and continues! You can expect incremental improvements and new value creation after each sprint.

Points to remember:

Backlog refinement is done frequently, providing an ability to easily pick-up fully defined and ready stories during sprint planning
You have full visibility of your delivery team’s work, including budget spending
Q&A tests are part of a sprint – customer UAT is a separate task
You have your ServiceNow Project Go-Live
If you’ve been consistent during the previous steps, it’s almost time to reap the fruits of your labour.