Design Review

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 5 minutes to read

    • Evaluation of current or proposed solution design

    Design Review- Advanced

    Evaluation of current or proposed solution design

    Overview

    Design Review- Advanced provides Advanced Impact Customers with a review of either (1) a solution to be implemented or (2) an existing implemented solution, either as it pertains to the ServiceNow AI Platform. It aims to assist Customers in making the best possible solution design decisions that result in better scalability, sustainability, maintainability, and upgradability and leverage the power of the native platform to avoid technical debt and future-state limitations.

    What You Get

    Introductory Customer Session (up to 60 min)
    • Set expectations on process and depth of deliverable
    • Communicate expectation for Customer participation
    • Provide Design Review questionnaire
    • Request data and any other inputs
    Customer Working Session (up to 120 min)
    • Review current state of solution design
    • Discuss leading practice content
    • Propose action plan items for Customer to execute
    Design Review Deliverable
    • Review of what application(s) are being reviewed, pain points and use cases
    • Aggregation of recommendations from Impact Squad
    Customer Review Session (up to 60 min)

    Review Design Review Deliverable.

    Follow-Up Customer Session (optional upon Customer request - up to 60 min)
    • Opportunity for Q&A related to solution design
    • Provide additional guidance on leading practices

    Requested Customer Resources

    Table 1. Customer resource and responsibilities
    Customer Resource  Responsibilities 
    Platform Owner- Required Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform.
    Executive Sponsor - Required Primary strategic contact for ServiceNow.
    ServiceNow development team lead – Required Leads development on the ServiceNow platform.
    Process Owner- Recommended Owns the process being reviewed.

    Requested Information / Access

    • Design Review questionnaire completed by Customer at least 1 week in advance of Customer Working Session (to be provided by ServiceNow)
    • Story documents to review for customizations (process documents; design decisions; implementation SOW if a partner is involved)
    • Outcomes, value expectations, KPIs, and metrics
    • Integration considerations
    • Architecture blueprints (if available) for both process and technical approach (plug-ins, etc.)
    • Detailed description of use case for application being reviewed (should include personas)
    • Detailed description of pain point(s) for application being reviewed (if applicable)

    Exceptions

    A design review may only be performed for the following cases:

    In the case where an already-implemented application is being reviewed, Customer can request a design review from only the following list of applications:
    • Incident
    • Problem
    • Service Catalog
    • Service Portal
    • Knowledge
    • Release
    • Agile
    In the case where a design of a solution to be implemented is being reviewed, Customer can request a design review from only the following list of applications:
    • Incident
    • Problem
    • Service Catalog
    • Service Portal
    • Knowledge
    • Release
    • Agile

    For design reviews of custom applications, the complexity of the design must be small-to-medium complexity as determined in the sole discretion of the Impact Accelerator Consultant(s) delivering the Accelerator.

    ServiceNow is not responsible for development of the solution design or execution of any recommendations.

    Design Review- Total

    Evaluation of current or proposed solution design

    Overview

    Design Review Total provides Total Impact Customers with a review of either (1) a solution to be implemented or (2) an existing implemented solution, either as it pertains to the ServiceNow AI Platform. It aims to assist Customers in making the best possible solution design decisions that result in better scalability, sustainability, maintainability, and upgradability and leverage the power of the native platform to avoid technical debt and future-state limitations.

    What You Get

    Introductory Customer Session (up to 90 minutes)
    • Describe and introduce the Accelerator
    • Define scope (Customer may select one Application within one Capability):
      • Platform Application (1 Capability; 5-6 Key Decision)
      • Custom Application (1 Capability; 3-5 Key Decisions)
      • Custom Application to Platform Application Transition (1 Capability; 5-6 Key Decisions)
    • Define Accelerator work plan schedule and specify roles/responsibilities
    • Request Customer pre-work and any other inputs
    Customer Working Session (up to 12 hours – split across 2-day workshop)
    • Review current state of solution design
    • Discuss design purpose perspectives (business, functional, technical, implementation)
    • Identify Key Decisions
    • Capture risks & issues
    • Define success metrics
    • Review basic design guidance
    Customer Review Session (up to 4 hours)
    Review Design Review Deliverable
    Design Review Deliverable, Final Presentation including:
    • Initial Accelerator scope and expectations
    • Outputs of Customer Working Session
    • Observations & Diagnosis
    • Return to out-of-box path, if applicable
    • Prescriptive recommendations
    • Outstanding decisions to be made
    • Additional leading practice resources, if applicable
    Follow-up Customer Session (optional upon Customer request- up to 60 minutes)
    • Opportunity for Q&A related to solution design
    • Provide additional guidance on leading practices

    Requested Customer Resources

    Table 2. Customer resource and responsibilities
    Customer Resource Responsibilities
    Platform Owner- Required Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform
    Business/Platform Owner- Required As related to the Accelerator’s scope – responsible for the business(es) / process(es) that may be part of ServiceNow solution design
    Design Lead/Team- Required As related to the Accelerator’s scope – responsible for ServiceNow solution design
    Sr. Functional Service Owner(s)- Required As related to the Accelerator’s scope – responsible for the service(s) that may be part of ServiceNow solution design
    Sr. Functional Business Owner(s)- Required As related to the Accelerator’s scope – responsible for the business(es) that may be part of ServiceNow solution design

    Requested Information/Access

    Platform Background documents, including:
    • Platform History information- Platform Implementation Date / Version; Application Families Implemented; Current Implementations; Current or Former Partners; Platform Governance; Platform Administration Team
    • Platform Standing information- Architectural Diagram/s; Integration Map/s; Open performance or platform issues; Next planned upgrade; CSDM / CMDB Maturity; User Community information; Release Management Approach; Change Management Approach; DevOps Information
    Application Background documents, including:
    • Business Case information– Organizational Goals and Objectives; Use Cases; Related Process Flows; Related Roles & Responsibilities Document; Process Owner(s); Business Case; Benefit Case
    • Business Consideration information– Enablement Approach; Organizational Change Management Approach; Policy / Procedure / Standard Requirements; Audit / Remediation Requirement(s)
    • Open Issues information- Open user issues / feedback; Known business process gaps
    Design Approach documents, including:
    • Architectural Decision information– Architectural Decision History; Alternate Options Considered; Areas where Platform Architecture support is needed
    • Design Approach information– Complete set of User Stories with technical approach; Process Documentation, based on design; Handover Documentation
    • Development Cycle information- Full-cycle Testing results; List of all related Defects; Change and Release History, as available
    • Business Presentation slides (to be provided by ServiceNow for Customer to complete)
    • Architecture Presentation slides (to be provided by ServiceNow for Customer to complete)

    Exceptions

    This Accelerator does not include in-depth technical reviews of any design – the recommendations will be based on the analysis discovered and reviewed in the Customer Working Session.

    ServiceNow is not responsible for development of the solution design or execution of any recommendations.