ServiceNow APM/SPMImplementation Requirements

Business Analysis & Requirements Documentation

Portfolio Consolidation & Modernization Initiative
3
Legacy Systems
200+
Stakeholders
99%+
Data Accuracy
60%
Time Reduction

Explore Document Sections

BK
Created by
Bianca Killins
📊

Executive Summary

Project Overview & Success Criteria

This initiative consolidates three legacy portfolio management systems into a unified ServiceNow platform, serving 200+ stakeholders across multiple business units.

🎯

Project Goal

Implement ServiceNow APM/SPM modules to modernize technology portfolio management

👥

Stakeholders

200+ users across IT Operations, Portfolio Management, and Executive Leadership

📈

Expected Impact

60% reduction in planning cycle time with 99%+ data migration accuracy

Key Success Criteria

✓ 99%+ data migration accuracy
✓ 60% reduction in planning cycle time
✓ Real-time portfolio visibility dashboards
✓ Zero critical data loss during migration
✓ Automated workflow routing & approvals
💼

Business Requirements

Strategic Objectives & Business Value

🔄
BR-001

Portfolio Consolidation

High

Consolidate three disparate portfolio systems into one unified ServiceNow platform

Business Value: Eliminate data silos, reduce maintenance costs, improve data consistency
⚙️
BR-002

Workflow Automation

High

Automate technology modernization request workflows with routing and approvals

Business Value: Reduce manual processing time, improve compliance, increase transparency
📈
BR-003

Real-Time Portfolio Visibility

High

Provide real-time dashboards for portfolio health, investments, and risk status

Business Value: Enable data-driven decisions, improve executive visibility
🔒
BR-004

Data Governance & Compliance

Critical

Implement data classification, access controls, and audit trails

Business Value: Ensure regulatory compliance, maintain data integrity, support audits
🔗
BR-005

System Integration

Medium

Integrate with existing financial systems, CMDB, and project management tools

Business Value: Eliminate duplicate data entry, maintain cross-system consistency
📱

Application Portfolio Management

APM Functional Requirements

📦
FR-APM-001

Application Inventory

High

Comprehensive inventory of all enterprise applications with technical attributes and business owners

  • Categorize by business unit, technology stack, criticality
  • Support 500+ applications with custom fields
  • Bulk import from legacy systems
  • Version history tracking
🔄 Migrate 487 applications from Legacy System A
📊
FR-APM-002

Application Assessment

High

Standardized assessments for technical health, business value, and risk scoring

  • Configurable assessment templates with weighted scoring
  • Multiple assessment types (technical, business, security)
  • Historical tracking and trend analysis
  • Automated due date notifications
⚖️
FR-APM-003

Application Rationalization

Medium

Support rationalization decisions: keep, retire, replace, or consolidate applications

  • Workflow for recommendations and approvals
  • Business case tracking
  • Integration with project portfolio
  • Cost-benefit analysis capabilities
🎯

Strategic Portfolio Management

SPM Functional Requirements

📝
FR-SPM-001

Demand Management

High

Capture and manage technology investment requests from across the enterprise

  • Standardized intake forms with conditional logic
  • Automated routing by request type and value
  • Multi-level approval workflows
  • Integration with APM for app-related requests
🔄 Migrate 156 active requests from Legacy System B
🎲
FR-SPM-002

Portfolio Optimization

Medium

Support portfolio scenario planning and optimization analysis

  • What-if scenario modeling
  • Resource capacity planning integration
  • Risk-adjusted portfolio analysis
  • Visual roadmaps by quarter/year
🗓️
FR-SPM-003

Roadmap Management

High

Maintain technology modernization roadmaps with dependencies and milestones

  • Visual roadmap with timeline views
  • Dependency management between initiatives
  • Automated milestone status updates
  • Roadmap versioning and history
🔄

Data Migration Strategy

Legacy System Migration Requirements

🗄️
FR-MIG-001

Legacy System A Migration

Critical
Source System:Legacy Portfolio System A (Oracle-based)
Accuracy Target:99.8% data accuracy
Cutover Window:72-hour weekend deployment

Migration Scope

applications:487 applications
attributes:1,200+ technical attributes
relationships:300+ business relationships

Success Criteria

  • All applications migrated with core attributes intact
  • Business owner relationships preserved
  • 3 years of historical assessment data migrated
  • Zero critical data loss
  • Validation report with accuracy metrics
💾
FR-MIG-002

Legacy System B Migration

Critical
Source System:Legacy Investment System B (Custom SQL database)
Accuracy Target:99.5% data accuracy

Migration Scope

requests:156 active requests
projects:89 approved projects
approvals:450+ approval records

Success Criteria

  • All active requests migrated with complete history
  • Approval chains preserved
  • Document attachments migrated and linked
  • Workflow state accurately reflected
  • Zero in-flight requests lost
🔐

Security & Compliance

Access Control & Audit Requirements

👤
FR-SEC-001

Role-Based Access Control

Critical

Implement comprehensive RBAC aligned with organizational structure

  • Minimum 8 distinct roles (Viewer, Contributor, Portfolio Manager, Admin)
  • Access inheritance via organizational hierarchy
  • Segregation of duties for approval workflows
  • Field-level security for sensitive data
🏷️
FR-SEC-002

Data Classification

High

Implement data classification scheme with handling controls

  • 4 classification levels: Public, Internal, Confidential, Restricted
  • Visual indicators for classified data
  • Access controls based on classification
  • Audit logging for Confidential/Restricted access
📋
FR-SEC-003

Comprehensive Audit Trail

Critical

Complete audit logging for all data changes and access events

  • All create, update, delete operations logged
  • User, timestamp, and change details captured
  • 7-year audit log retention
  • Tamper-proof audit trail
⚡

Performance & Quality Standards

Non-Functional Requirements

🚀

Performance

Dashboard Load Time< 3 seconds
Search Results< 2 seconds
Report Generation< 30 seconds
🌐

Availability

System Uptime99.5% (7am-7pm ET)
Planned MaintenanceWeekends only, 2-week notice
📊

Scalability

Concurrent Users200+ users
Application Records1,000+ apps
Investment Requests500+ active requests
✨

Usability

Training Time< 2 hours for basic users
Mobile SupportTablet-responsive design
AccessibilityWCAG 2.1 Level AA compliant
🔀

Key Process Flows

Automated Workflow Design

💰

Investment Request Workflow

1

Request Submission

Business user submits request via ServiceNow form

2

Validation

System validates required fields

3

Auto-Routing

Routes based on value: <$50K → IT Lead, $50K-$250K → Portfolio Manager, >$250K → Tech Board

4

Review & Decision

Reviewer approves, rejects, or requests more information

5

Executive Approval

Requests >$250K require executive sponsor sign-off

6

Project Creation

Approved requests create SPM project record

7

Roadmap Assignment

Portfolio Manager places project on roadmap

⚖️

Application Rationalization Process

1

Assessment Initiation

Portfolio Manager initiates rationalization assessment

2

Technical Assessment

Technical Lead completes health score evaluation

3

Business Assessment

Business Owner completes business value assessment

4

Score Calculation

System calculates overall application score

5

Recommendation

Portfolio Manager recommends: Keep, Enhance, Replace, Consolidate, or Retire

6

Business Case

Replace/Retire decisions require business case

7

Board Approval

Tech Modernization Board approves recommendation

8

Project Creation

Approved actions create replacement/retirement projects

📈

Success Metrics & KPIs

Measuring Project Success

⏱️

Planning Cycle Time

Baseline10 weeks
→
Target4 weeks
60% reduction
Measurement: Average time from request submission to approval
🎯

Data Accuracy

BaselineN/A (new system)
→
Target99.8%
New capability
Measurement: Post-migration validation report
👥

User Adoption

Baseline0%
→
Target90% within 60 days
Full rollout
Measurement: Active logins and transaction counts
📊

Portfolio Visibility

BaselineManual quarterly reports
→
TargetReal-time dashboards
Instant access
Measurement: Executive dashboard usage
✅

Reporting Errors

Baseline15% error rate
→
Target<4% error rate
73% reduction
Measurement: Data quality audit results