All of our implementations follow a tried and tested methodology: Project Scoping, Definition and Planning and a detailed implementation plan give you a strong foundation for success. And of course, the experience of every TeamUltra consultant is available to you.
The TeamUltra Methodology
Our methodology is based on a five stage framework which is tailored to meet specific client requirements and resourcing. The plan is flexible and scalable and is easily adapted to cope with short or specific timescales or other client requirements.
Stage 1: Initiation
At the start of the project, we bring together all of the key client stakeholders and together we set expectations on how the project will be delivered. TeamUltra will draw out any additional requirements and future objectives and make sure the combined project team are aligned to the approach.
- High-level project plan and Statement of Work
Stage 2: Requirements & Design
We undertake an in-depth analysis of each of the required processes taking input from the client’s key personnel. The outputs will then be reviewed with the relevant process owners so that we understand and document more detailed ServiceNow application build requirements.
As part of this process, we will identify where out of the box ServiceNow configuration needs to be enhanced and extended to accommodate specific client requirements.
- Functional Requirements
- Design Documents incorporating Data, Integrations and Security Requirements
- Project Definition Document incorporating detailed project planning and responsibilities
Stage 3: Build & Test
The Build and Test Phase recognises the need for flexibility and speed and uses an agile build approach using prototyping to frequently check we are fully meeting the requirements.
This is an interactive process and at each stage the client will review the build and provide feedback which is incorporated into the plan. Any development work will run in parallel to this process where practical with an expected rapid turnaround of client deliverables.
Following the build phase we will conduct internal end to end process functional testing as well as cross process system testing to ensure the ServiceNow installation is delivered fit for purpose and ready for User Acceptance Testing.
Typical Key deliverables:
- Integrations Build, supported by ServiceNow Master Data document
- Applications Build, supported by ServiceNow build document
- Functional Test Report
Stage 4: User Acceptance Testing and Training
The testing process will be agreed during the Initiation phase. We will support the client at every step of the testing process including planning, test data and test cases to ensure that the processes and workflows work correctly.
All issues reported during testing will be reviewed and prioritised, and where agreed remediated prior to full system acceptance.
Training requirements are also agreed during Initiation. Options available range from Train the Trainer to full video-based End User Training. Where required we can assist with the production of other training materials such as quick reference guides.
- Technical Handover Documentation
- Production Ready ServiceNow Functionality
Stage 5: Go-live & Early Life Support
The transition to going live is carefully planned by all members of the project team. Our tried and tested Go-live checklist is incorporated into the overall plan and details the step by step activities that are needed in order to transition from the test system into a full production system.
TeamUltra provides full support to the client during the transition to a production system, including onsite assistance. Additionally, our dedicated Service Desk staffed by experienced ServiceNow professionals provides early life support and is there to support clients with any aspect of ServiceNow.
- Go-Live Check list and Release Notes
- A working ServiceNow system transitioned into full production
- Seamless handover to TeamAssist or Managed Service Team.
We tap into TeamUltra’s large pool of ServiceNow expertise gained from implementing and supporting ServiceNow across many different organisations and applications. Whenever we are looking to push the boundaries of ServiceNow or explore how we can improve IT service management we call on TeamUltra. -Sky