---
sourceDocument: Australia Customer Success Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/acct-lifecycle-events

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Success Management

ft:clusterId :

    - actle

bundleId :

    - actle

workflow :

    - Customer and Industry


---

# Account onboarding playbook

# Account onboarding playbook {#ariaid-title1}

Release version: Australia  
Updated June 8, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
The account onboarding playbook guides account teams through the structured steps required to set up a new
account, from initial configuration to activation. Use it to standardize onboarding and reduce setup errors across accounts.
* **[Initial setup](https://servicenow-prod.fluidtopics.net/c0fXhnRZeTPbrnpgxDsZow)**   
  This phase is meant to gather the initial information required onboard a customer. For example, gathering core information like onboarding manager name, key customer contact, internal and external stakeholders, their responsibilities, and so on.
* **[Data capture and validation](https://servicenow-prod.fluidtopics.net/GcP5o2kllggkpVWvaWt6gQ)**   
  This phase is meant to gather the necessary information about the account such as support contacts, locations, sold products, entitlements.
* **[Development and automation](https://servicenow-prod.fluidtopics.net/8DtN_uw8JCl9LyDkSrHI~g)**   
  This phase is used to track and complete critical activities including account relationship management, maintenance scheduling, Service Level Agreement (SLA) definition, and Service Exchange installation (when required).
* **[Testing, training](https://servicenow-prod.fluidtopics.net/vTM7WKVAURCt1bhN5vYJOA)**   
  These phases are designed to involve customers in testing and confirm that they have received adequate training before the go-live date.
* **[Go-live and post support](https://servicenow-prod.fluidtopics.net/2yZlrdelYbJrDoqUzJuiyA)**   
  This phase addresses issues that arise at go-live and coordinates resolution across the relevant teams to complete the account onboarding process.