---
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


---

# Implementation record

# Implementation record {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Implementation records track the progress of a partner or customer implementing a product or service.

Implementation records capture the planned work items associated with an engagement such as owner, start and end dates, state, and progress. Technology service providers can monitor the various aspects of an engagement, the different parties involved, and any associated risks.  
Without a structured system for tracking implementation progress, businesses face several challenges:

* Lack of visibility
* Inefficient communication
* Delayed issue resolution
* Customer churn risk
* Inconsistent onboarding
{#account-lifecycle-imp-record__ul_i22_wck_xfc}

Implementation records provide a centralized view of the implementation status and any issues encountered during the deployment process. They provide visibility into the deployment activities that affect customer success and
delivery outcomes.

The account onboarding manager or the customer success manager can create implementation records manually. See the [Create an implementation record](https://servicenow-prod.fluidtopics.net/VlAiokDEEZdtlQaWzdhFog "Track the progress of a partner or customer implementing a product or a service.") for instructions on creating an implementation record.