Note: This deck contains

information for BOTH

Classic & New Resource
Management. Remove the
un-needed slides based on
the Customers
Implementation

Resource Management
Process and Requirements Workshop
Yokohama Release

Asset number: 0003369

April 2025

© 2025 ServiceNow, Inc. All Rights Reserved.

User instructions
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• Who: This deck is built for delivery of a ServiceNow product/capability. The delivery of this
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responsible for its delivery.
• Why: We want to make it easier for you by spending more time on the implementation and
build, not creating workshop materials. The purpose of this presentation is to outline the
baseline process explaining the configurable options with the objective of determining the to-
be process and corresponding configuration requirements, usually in the form of user stories

2
User instructions
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3
FAQs
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Housekeeping
 For virtual/hybrid
Housekeeping workshops.
01 02 03
Update depending
on which
application you
Time Presence Collaboration
are using to run
• We’ll aim to start and finish on • If you are comfortable, please
your workshop
• Maintain a positive
time keep your Webcam on atmosphere – everyone’s ideas
are valued
• Breaks will be taken as • Please let the host know if you
needed; approximately every need to leave the workshop, • Please wait for one speaker to
1-2 hours via the chat finish. Feel free to raise your
(virtual) hand if you would like
• Please return from breaks and • Avoid temptation to multitask
to make a point
lunch promptly; if late, please while in the workshop
catch-up during breaks or after • Discussion topics needing
• More than 3 second’s silence
the workshop greater detail will be recorded
= concurrence with the point
in a “Parking Lot” for later
made
resolution
• All phones on vibrate and • Everyone’s ideas are valued
make sure you mute your
microphone when not • Have fun! 
contributing to the discussion

8
 For in-person
Housekeeping workshops.
01 02 03
Update depending
on your location,
e.g. you may have
Time Presence Collaboration
to add fire exit
• We’ll aim to start and finish on • In the case of an • Maintain a positive
information
time emergency….. atmosphere – everyone’s ideas
are valued
• Breaks will be taken as • All phones on vibrate. Please
needed; approximately every leave the room if you must • Active participation and
1-2 hours take a call listening
• Please return from breaks and • Avoid temptation to check • Discussion topics needing
lunch promptly; if late, please email. Please keep laptops greater detail will be recorded
catch-up during breaks or after closed unless taking notes or in a “Parking Lot” for later
the workshop working on something for the resolution
Workshop
• Everyone’s ideas are valued
• More than 3 second’s silence
• Have fun! 
= concurrence with the point
made

9
Agenda
 Update this slide
Agenda based on your
workshop content
– especially the
Introductions and objectives
decision between
Strategic Portfolio Management Classic & New
Process overview Resource
Roles and responsibilities Management
Core process Demo
Capacity Planning & Resource Assignment
Resource Management Workspace Overview
Configuration decisions
Solution Enablement
Next steps

11
Introductions
Introductions

• Name
• Role
• Exposure to ServiceNow
• Your Expectations from the Demand
Management Process/Application

13
Workshop
objectives
Workshop objectives

• Define objectives and outcomes for Resource Management

• Document challenges with current Resource Management practices
• Review Resource Management leading practices and ServiceNow’s SPM solution
• Discuss governance process, including roles and security

15
Understanding Your Priorities & Desired
Outcomes
• <INSERT>

16
Strategic
Portfolio
Management
overview
What happens

18
19 19
Summary

One place to Greater Scale any

✓
track, manage
& share all
✓ agility to
adapt plans
✓ work
method
change

Ensure teams & Shift funding & Increase

✓ funding aligned
with strategic
✓ resource from run
to grow the
✓ value of
delivered
priorities business outcomes
Strategic Portfolio Management 20
Strategic Portfolio Management

Roadmap
Strategic
strategy to Strategy Goals &
Roadmap
Strategic
Targets Architectur
maximize Planning
e
outcomes

Align
What-If
Centralise Alignme
Investment Ideation investments to
Planning
d Demand
nt implement
strategy

Deliver work Waterfall

Unified
using any Delivery Enterprise
Agile Outcome
SAFe Realisation
Backlog
methodology Hybrid

Strategic Portfolio Management 21

SPM – Project and Portfolio Management

Strategic Planning Scenario Planning

Strategic Spend Tracking Digital Portfolio Management

Timecard Management
Portfolio Management

NOW PLATFORM Scaled Agile Frameworks

Program Management NOW PLATFORM
Predictive
Reports &
Intelligence Scrum programs
Dashboards
Project Management
NOW PLATFORM
NOW PLATFORM Mobile Agent Agile Development
Now Mobile
Resource Management
Test Management
NOW PLATFORM
NOW PLATFORM Performance
Demand Management
Virtual Analytics Information Portfolio
Agent
Innovation Management Business Planning Portal
NOW PLATFORM NOW PLATFORM
CMDB Workflows
Investment Funding and Technology Portfolio
integration

22
HOW: Plan, prioritize and track work in the
context of business objectives — and give
everyone visibility
Roadmap strategy Align investments to
to maximize implement strategy
outcomes Plan Align
1 2
Align to
Innovat business
objective Track
e
s

Drive digital Track business

transformation outcomes
3

Deliver work
using any
Deliver methodology

23
Resource
Management
Resource Management

Define The resources required to plan and execute current and future projects

Manage resource availability schedules

Forecast Resource demand and assigning appropriate resources

Assign Appropriate resources

25
Key concepts

Resource Groups Resource Users Resource Roles User Schedule

Specific group resource to Specific user resource to Specific user resource to Resource management uses
associate with the plan. associate with the plan. associate with the plan. a default schedule named
Resource Management
Schedule, or you can create
and use a customized
schedule.

Resource Availability Resource Demand Resource Calendar Resource Capacity

Specific group resource to Specific user resource to Calendar that is associated Capacity of the resource
associate with the plan. associate with the plan. to the resource. associated to the resource
plan.

26
Key concepts

Resource Plans (Classic Resource Assignment Request Type Allocation Type

RM) (Next Experience) (Classic RM)
The physical resources Used to request a portion of Category of resource such Type of resource distribution
required to complete a team or resource capacity as hours vs FTE vs person across the project that
project. for project or demand. days. determines the type of
allocation records. I.E.,
Weekly, monthly, plan
duration.

Allocation Spread Operational Plans Operational Resource Rate Model

(Classic RM) (Classic RM) Assignment (Next
Experience)
Type of hard allocation. The Allocate a certain portion of Create an assignment to Derive date-effective,
value in this field determines your team capacity for retain certain portion of criteria-driven hourly rates
the way the allocated hours operational work, such as your team capacity for for calculating planned and
are spread while creating administration, meeting, or operational work, such as actual costs for a project or
hard allocations. i.e., Even, training. administration, meeting, or demand.
Front Load. training.

27
Resource Management process

Build Resource
Preview and Request and Confirm and Manage
Plans/Resource
Analyze Negotiate Allocate Changes
Assignments
• Gather users or • Review the • Request the • Hard-book the • If any changes
groups who estimates resources resources arise, make the
should be necessary
• Analyze that • Align to • Resources are
assigned to the changes to the
you have the resources now allocated to
plan plan/assignment
right resources availability the plan
to reflect on the
• Estimate the
planning item
effort of the
plan Note: The
Resource
Assignment is only
approved, not
confirmed and
allocated

28
Roles and
responsibilitie
s
Functional roles – Page 1

Role Description
Resource • Provides guidance on how resource should be defined, staffed, managed, and eventually released.
Manager The resource manager is responsible for acquiring the required to accomplish a task
• In Classic RM: Users with this role can approve resource plans and allocate users to tasks
• In New RM: Users with this role can approve resource assignments
Resource User • Users that submit requisitions for resources to complete any task in the system
• Users with this role can create resource plans/assignments and request resources

30
Functional roles – Page 2

Role Description
Task User • Any resource inside of ServiceNow available to work a task in the system

31
ServiceNow roles – Resource Management

Resource manager Users with this role can review resource plans, confirm, and allocate resources to tasks. Create skills and view them in
[resource_manage the User Skills list. Read schedules.
r] Create and update a group of type pps_resource. Add or remove members from a group of type pps_resource. Update
group name, group email, parent, description, manager, average daily FTE hours/hours per person day, and hourly
rate.
Contains roles:
• resource_user
• timecard_approver
• skill_admin
• rate_model_user

Resource User Users with this role can create resource plans and request resources. Project managers are typically given this role.
[resource_user] Resource users cannot make changes to plans in the Confirmed or Allocated state.
Contains roles:
• None

PPS Resource Only users with the PPS Resource role are considered for resource planning, and only users or groups with the PPS
[pps_resource] resource role appear in resource plans.
Contains roles:
• None

32
Time
management
Time management explained

• The time management feature works with the Task table to record time worked on Projects,
Incidents, Problems, and Change Requests. Task assignees can record time worked in the
Time worked field on a task record or enter hours directly into their timecard. Some tables
support automatic timecard creation based on start and end date fields
• Timecards also have an optional approval mechanism for project managers. Administrators
and other roles that act as approvers can see all the timecards for the week. All users who
are in a role that is responsible for working on tasks also can access their personal timecards

34
Key terms

• Time Sheet – A time sheet groups all the timecards for a user for the given week
• Timecard – Used to record the time worked on a task by a task assignee
• Time Sheet Policies – Contain the policies to which a timesheet or a timecard must adhere
• Rate Types – Used to categorize different types of work. For example, Standard versus
Overtime
• Approvers – The user who approves the Time Sheet, usually the user's manager
• Project Time Category – Subcategories to define specific activities in the projects. The
timecard users can use these project subcategories to report time for a specific activity in a
project
• Time Sheet Portal – Categorizes and displays all your assigned tasks in a single view for a
given week. The portal enables you to record time spent on tasks on a day-to-day basis and
submit the timesheet in a single action
• Time Worked – Time that has been worked against the Task(s)
35
Time management process

Approve or Reject Expense Line

Submit Time
Time Creation
• User submits time with the • Time Sheet Approver will • An expense line will be
Time Sheet Portal reject or approve the card(s) created on the Project record
• The actuals will be created
and updated to reflect the
time

36
Functional roles

Role Description
Timecard • Reviews the Timecard
Approver
• Approves or Rejects the Timecard

Timecard User • Submits time worked against Task(s)

37
ServiceNow roles – Time management

Timecard Admin Has write access to all timecards

[timecard_admin] Contains roles:
• timecard_user
• timecard_approver

Timecard Approver Approves or rejects timecards for timecard users

[timecard_approver] Contains roles:
• timecard_user

Timecard User Ability to create timecards for self

[timecard_user] Contains roles:
• None

38
Key considerations and configurations

• Who will be approving Timecards? E.g., Users' managers, Project Managers, or auto-
approvals?
• What Project time categories will be needed?
• Schedule of Timecards? Does the user have to submit Timecards by a certain day?
• What business outcomes are we trying to achieve and what reports do we need to support
them?
• How do we make informed decisions from reports in ServiceNow?

39
Key requirements to define

Timecard form

Time sheet policies

Project time categories

Rate model

40
Core process
demo
User instructions
PLEASE REMOVE THIS SLIDE BEFORE PRESENTING

• Adjust the Demo slides below: Based on the implementation type of the customer, Either
use the Classic RM or New RM slides below.

42
Demonstration topics – Classic RM

1 Review Resource plan form

2 Review Allocation Workbench

3 Review Resource Plan Reports

4 Review Rate Model/Rate Cards

5 Review skills and roles

6 My Calendar view

43
Demonstration topics – Next Experience

1 Review Resource assignment form

2 Review Strategic Portfolio Resource Capacity

3 Review Project Workspace>Resource Assignments

4 Review Rate Model/Rate Cards

5 Review skills and roles

6 My Calendar view

44
Time management - Demonstration topics

1 Review Timecard Form

2 Demonstrate Submitting, Approving/Rejecting Timecard

3 Review Time Sheet Portal

4 Review Rate Types

5 Review Project Time Categories

6 Review Time Sheet Tracking (three dashboards)

45
Resource management: Process/key concepts
Classic Resource Management

Preview and Confirm and

Analyze Allocate

Build Resource Request and Manage

Plans Negotiate Changes

• The resource plan is the key to understanding how resource management works.
• Resource Management enables resource requesters, such as project managers or change managers, to create resource plans, request
resources, analyze resource availability and utilization, and create resource allocations.
• After resource requesters create a resource plan, resource managers allocate resources to the plan.
• Based on calendar and schedule information, resource managers view resource availability and select the resources under their
management that can be allocated to specific tasks.
• The ServiceNow resource workbench gives resource managers a comprehensive view of resource capacity, allocations, utilization and
availability for a specific resource.

46
Resource management: Process/key concepts
Next Experience Resource Management

Preview and Confirm and

Analyze Allocate

Build Resource Request and Manage

Assignments Negotiate Changes

• The resource assignments is the key to understanding how resource management works.
• Resource Management enables resource requesters, such as project managers or change managers, to create resource assignments,
request resources, analyze resource availability and utilization.
• After resource requesters create a resource assignment, resource managers approve/assign resources to the assignment.
• Based on calendar and schedule information, resource managers view resource availability and select the resources under their
management that can be allocated to specific tasks.
• The ServiceNow resource management workpace gives resource managers a comprehensive view of resource capacity, allocations,
utilization and availability for a specific resource.

47
Resource plans
Classic Resource Management

48
Resource Management state model
Classic Resource Management

Make changes and Requestor can

Create Resource Plans request again Re-plan, Request Again

Planning Rejected Cancelled

Resource Finalize and Request Resources
Requestor

Investment Confirmed Requested Plan no longer valid, cancels

Requested Allocations
Resource Allocations
Resource
Manager Allocate Specific Complete
Confirmed Allocated
Resource
Work Complete
Soft Allocation Hard Allocation
Capacity View

49
Resource allocation workbench

Enhanced Date Range Control

Viewport Reflective of Date Range

Jump to Start Date of Resource Plan

Bulk Fill Planned

Flexible Advanced Filtering by Role
and Group

Custom Date Range

Generate Capacity

Improved performance for over 50

users
50
SPM rate model example

Dates Criteria Rate

From Date To Date Resource Plan > Resource Plan > Project > Location Rate
Group Role
1-May-2019 30-Apr-2020 Analysts Pricing New York 225

1-May-2019 Analysts Strategy New York 245

1-May-2019 30-Apr-2020 Analysts Pricing San Francisco 235

1-May-2020 Analysts Pricing San Francisco 250

1-May-2019 15-Sep-2019 DBA’s Oracle DBA New York 310

16-Sep-2019 30-Apr-2020 DBA’s Oracle DBA New York 320

1-May-2020 DBA’s Oracle DBA New York 330

1-Jan-2019 DBA’s MongoDB <all others> 290

15-Feb-2019 DBA’s MySQL <all others> 275

51
Strategic Portfolio Management rate model –
Example 1 (location specific)
Group: Analysts
Resource Plan Start 15-May-
Date: 2019 Role: Pricing
Location: San Francisco
Resource Plan End Date: 27-Aug-2019
From Date To Date Resource Plan > Resource Plan > Project > Rate
Group Role Location
1-May-2019 30-Apr-2020 Analysts Pricing New York 225
1-May-2019 Analysts Strategy New York 245
1-May-2019 30-Apr-2020 Analysts Pricing San Francisco 235
1-May-2020 Analysts Pricing San Francisco 250
1-May-2019 15-Sep- DBA’s Oracle DBA New York 310
2019
16-Sep-2019 30-Apr-2020 DBA’s Oracle DBA New York 320
1-May-2020 DBA’s Oracle DBA New York 330
1-Jan-2019 DBA’s MongoDB <all others> 290
15-Feb-2019 DBA’s MySQL <all others> 275
52
Strategic Portfolio Management rate model –
Example 2 (non-location specific)
Group: DBA’s
Resource Plan Start 15-May-
Date: 2019 Role: MongoDB
Location: Dallas
Resource Plan End Date: 27-Aug-2019
From Date To Date Resource Plan > Resource Plan > Project > Rate
Group Role Location
1-May-2019 30-Apr-2020 Analysts Pricing New York 225
1-May-2019 Analysts Strategy New York 245
1-May-2019 30-Apr-2020 Analysts Pricing San Francisco 235
1-Jan-2019 1-Apr-2019 Analysts Pricing San Francisco 250
15-Sep-
1-May-2019 DBA’s Oracle DBA New York 310
2019
16-Sep-2019 30-Apr-2020 DBA’s Oracle DBA New York 320
1-May-2020 DBA’s Oracle DBA New York 330
31-Dec-
1-Jan-2019 DBA’s MongoDB <all others> 290
2019
15-Feb-2019 DBA’s MySQL <all others> 275
53
Strategic Portfolio Management rate model –
Example 3 (split rate over time)
Group: Analysts
Resource Plan Start 15-May-
Date: 2019 Role: Pricing
Location: San Francisco
Resource Plan End Date: 27-Aug-2019
From Date To Date Resource Plan > Resource Plan > Project > Rate
Group Role Location
1-May-2019 30-Apr-2020 Analysts Pricing New York 225
1-May-2019 Analysts Strategy New York 245
1-May-2019 15-Jul-2019 Analysts Pricing San Francisco 235
16-Jul-2019 Analysts Pricing San Francisco 250
15-Sep-
1-May-2019 DBA’s Oracle DBA New York 310
2019
16-Sep-2019 30-Apr-2020 DBA’s Oracle DBA New York 320
1-May-2020 DBA’s Oracle DBA New York 330
1-Jan-2019 DBA’s MongoDB <all others> 290
15-Feb-2019 DBA’s MySQL <all others> 275
54
Strategic Portfolio Management rate model –
Example 4 (problem)
Group: Analysts
Resource Plan Start 15-May-
Role: Pricing Date: 2019
Location: San Francisco
Resource Plan End Date: 27-Aug-2019

From To Date Resource Plan > Resource Plan > Project > Rate
Date Group Role Location
1-May-2019 15-Jul-2019 Analysts Pricing San Francisco 235

16-Jul-2019 Analysts Pricing San Francisco 250

Four resource allocation records created:

Start Date End Date Requested Requested
Hours Cost
15-May-2019 31-May-2019 96 22,560
1-Jun-2019 30-Jun-2019 176 41,360
?
1-Jul-2019 31-Jul-2019 168
1-Aug-2019 31-Aug-2019 184 46,000

55
Example 4 – solution: Resource requests &
allocations
Group: Analysts
Resource Plan Start 15-May-
Role: Pricing Date: 2019
Location: San Francisco
Resource Plan End Date: 27-Aug-2019
From To Date Resource Plan > Resource Plan > Project > Rat Hour Total
Date Group Role Location e s Cost
1-May- 15-Jul- Analysts Pricing San Francisco 235 88 20,680
2019 2019
80 20,000
16-Jul-2019 Analysts Pricing San Francisco 250
Total 40,680

Four resource allocation records created:

Start Date End Date Requested Hours Requested Cost
15-May-2019 31-May-2019 96 22,560
1-Jun-2019 30-Jun-2019 176 41,360
1-Jul-2019 31-Jul-2019 168 40,680
1-Aug-2019 31-Aug-2019 184 46,000

56
Calculating availability

Allocation

Operation Planned
Capacity PTO Admin Availability
s Work Work

Examples: Examples: Examples: Examples:

• Vacation • Meetings • Incident • Project Task
• Sick • Phone Calls • Problem • Scrum Task

57
Capacity
Planning &
Resource
Assignment
Capacity Planning

Leverages a Unifies data to Enables

self-teaching, be managers and
next-gen UI, natively planners to
consistent compatible have real-time
across the with all work insights into the
platform to planning and latest capacity
increase delivery landscape
productivity approaches

59
Capacity Planning for Demands, Projects and
Epics
Visibility into capacity
needs by key
dimensions, such as
group, role, and skill

Click to redefine
Resource Criteria

Determine capacity
for waterfall, Agile,
Enable customers and hybrid work
to understand if
Color-coded heatmap
there is more or quickly identifies the
less work than overallocated
resources and teams
resources available
and able to do that Drag-and-drop
work planning items to
change dates/duration

60
Click on Resource to View Assigned Planning
ItemsPlanning
Capacity

View Planning Items Assigned

to Resources
• Click on a resource or team to
see the planning items they
are working on
• Understand which planning
items that are at risk

61
Click on Planning Items to View Assigned
Resources
Capacity Planning

Click on Planning Item to highlight

which resources are assigned to
that planning item

Drag and drop planning items Gantt

bars to change dates

62
Portfolio Resource Criteria

Define the set

of resources
to be
considered for
Reduce confusion in the
capacity portfolio for
considerations by Capacity
enabling Portfolio planning​
Managers to
determine the criteria Select
of the workforce Groups, Roles,
or Skills
needed to complete
the portfolio of work

63
Manage Capacity
This report shows
the number of
workers in terms of
FTE that meet the
filter criteria in the
Determine the time frame
total capacity of
resources, Users with the
irrespective of Capacity role can
their current work generate capacity
assignments, in a
given time frame As this step
for workforce generates the
capacity tables, it
based on the
must be done in
group, role, or skill order to do
required to execute Capacity Planning
the work
Access this page
from the last icon
on the lefthand
menu

64
 Next Experience Project Workspace
including Resource Assignment

CLASSI
Note: Classic Resource Planning is still available
C

NEX
More than just a new look
T
EXPERIENCE

Next Experience Available: Planning (including Resourcing), RIDAC, Financials

65
Portfolio Resource Criteria

View all the Resource

Enable users to Assignments for the
planning items
quantify the
effort required to Admins can add
execute work by custom resource
assigning a attributes
group, role, skill,
Create new Resource
or user to plan Assignments for
items in order to Projects, Demands, or
do capacity Epics
planning at the
portfolio level Enables customers
without internal
integrations or who
are not using Next
Experience Project
Workspace to do
Capacity Planning

66
Resource Management: Old vs. New

Classic Resource Management: Next Experience Resource Assignment:

• Uses the Resource Plan table • Uses the Resource Assignment

table
• Usually made at a high-level
• Can be made at any WBS level
• Often not kept up-to-date • Can be assignment to a group, role,
throughout project or individual
• Can be fine-tuned throughout a
project
• Basis for attribute-based Financial
Planning and Capacity Planning
• Used in Next Experience Project
Workspace and will be used the
upcoming Resource Management
Workspace
67
Create ‘Resource Assignments’ from quick-
access tray
Value
Project Manager can quickly find
qualified resources and assign work all
from one screen

Features
• Resource Assignments in lower tray
• Update resource assignment status
• FTE will default to 1 but can be
adjusted.
• Choose unit of effort: hours, person
days, FTE

Note: Classic Resource Planning is still available

68
Assign named resources or groups at any WBS
level
Value
Project Managers can make resource
assignments at the level of the work
breakdown structure — Project, Phase,
Milestone, and Task

Features
• Resources Assignments can be quickly
added to projects, phases, or tasks in
the upper tray or lower tray
• Assign a named resource, role, or
group, such as an agile team

Note: Classic Resource Planning is still available

69
Awareness of conflicts on the Allocation
Heatmap
Value
Project Manager can easily identify when
resources are overutilized.

Features
• Color-coded heatmap shows resource
allocation as a percent of FTE
• Heatmap reflects the resource’s total
utilization across all assignments

Very Over Utilized 150% +

Over Utilized: 101-150%
Full Utilization 100%
Good Utilization 51-99%
Under Utilization < 50%

70
View and resolve conflicts from Allocation
Heatmap
Value
Project Managers can quickly identify
the cause of overutilization

Features
• Click to reveal other assigned work
• Reveal resourcing conflicts that
cause utilization issues
• Ability to contact PM(s) of
conflicting work and resolve
collaboratively

71
Automatically update Resource Assignments
when schedules change

Value
Reduce the manual effort required to
update resource assignments when
project schedule changes

Features
• Update resource assignments and
approval status when task dates shift

72
Ability to restrict Resource Assignments to
Resource Manager

Value
Ensure Resource Managers have control
resources in their purview

Features
• Ability to set the Resource
Assignment column as read-only for
Project Managers in the upper and
lower trays

73
Carry over ‘Resource Assignments’ from
Demands to Projects
Value
• Support a streamlined resource
planning process from demand to
project

Features
• Resource assignments on Demands
will become Resource Assignments at
the project level within the new
Project Workspace

74
Resource
Management
Workspace
Overview
Next Experience Workspaces
The functionality from the classic Project Workspace has been split into two new Next Experience
workspaces tailored to the Project Manager and Resource Manager experiences.
NEXT EXPERIENCE

Project Workspace:

Project Designed for Project Managers to manage

CLASSIC
Workspace: tasks, resource assignments, RIDAC, financials,
details, and status at the project level
Designed for Project
Managers and Resource
Managers
Re
to manage tasks, resource pla Resource Management
c New!
assignments, RIDAC, Wo es A Workspace:
r k ll o
financials, details, and status be ca
nc tio
h n
at the project level A central tool for Resource Managers to
manage the workload of their Resource
Portfolio (all resources under their purview)

76
Why Resource Management? • Demands, Operational
work, Epics, Stories, and
special projects.
• AI to work with RM/PM by • Assigned and unassigned
suggesting alternatives Centralized work.
to resource planning and View of All
modification options based Work
on conflicts.
AI Co-Pilot Resolve • MS Teams Chat integration.
for Issues on • Allocation breakdown
Automation Demand modals
• AI for modifying resource
planning.

• On-demand
notifications and
project status alerts
Resource
that create a more Managers
efficient and Simplifies Self-
seamless workspace. Work Learning

• Updated iconography,
resource status, and
allocation heatmap for easy
Easily Attribute • UI driven by client
indication of issues. Identify Matching feedback.
Conflicts Automation
• Accelerating progress
through innovation.

• Ability to search and assign

resources based on group,
role, skill, and/or team.
• Basis for attribute-based
financial and capacity 77
planning.
Next Experience Resource Management
Workspace

NEXT
More capabilities EXPERIEN
CE

Brings together work planning and resource

scheduling across an organization to enable
customers to plan and execute all work.

78
Resource
Management
Workspace
Resource Management Workspace

Standard & Professional

• A dedicated homepage for

resource managers to
oversee multiple teams for
faster conflict identification
and resolution
• Approve or reject resource
1 assignments based on total
allocation from a single view

• Save time by creating dynamic

2 resource portfolios

• Discover and address resource

3 conflicts prior impacting project
outcomes

80
Resource Boards
Resource Board: A view of resources with their total allocations, projects they're working on, and unassigned
work
Resource Card: A clickable card on the Resource Management Workspace homepage thatStandard link to a& Resource
Professional
Board
Enable Resource Managers to
create and save persistent group
of resources to provide quick
access to all their
teams. Navigate across multiple
views based on teams and
resource attributes.
• Click on the “New Resource Card”
button to create a new resource
boards

• Enter the name of the Resource Board

with required time period.

• Define the resources in the board with

multi-conditional filters

• The number highlighted next to each

resource card indicates the number of
resources associated to each board

81
Approve/Unapprove Resource Requests

Enable resource managers to

proactively approve or reject
requests with visibility into all
work assigned to each resource,
all from a single page

• Click on Resource Status to easily

approve or reject the allocation of
resource

82
Allocation Heatmap Modal

Provide insights to the

Resource Managers to
quickly identify and resolve
allocation conflicts by
showing all work assigned to
the resource
• Click on the time allocation section of
a resource of the heatmap modal to
view all work items assigned to the
resource and the total remaining
capacity

83
Filter Unassigned Work
Resource Management Workspace

Create separate filters for

unassigned work (lower tray)
and assigned work (upper tray)

Quickly identify unassigned

work to allocate resources
efficiently. Resource Managers
can filter based on multiple
parameters such as, group,
role, skills, or any employee
attributes.

84
Assign Unassigned Work

Quickly assign unassigned

work to a resource

Resource Managers can

assign work to a resource
based on attributes
requested by the project
manager.

85
Iconography
Resource Management Workspace

The workspace includes

iconography to promote easy
recognition of overallocation and
conflicts.

Resource is overallocated based on their

schedule through a specific time period.

Resource is properly allocated based on

their schedule through a specific time
period.

86
Microsoft Teams Chat

Promote communication across

teams, increasing
collaboration, to quickly
resolve conflicts

• Click on the time allocation section of

a resource of the heatmap modal to
view all work items assigned to the
resource and the total remaining
capacity

87
 Migrate Resource Plans

Before Migration:
Enable customers to uptake the
new attribute-based Resource
Management, Capacity
Planning, and Financial Planning
functionality with one click

• Click “Migrate Resource Plans” from

related links

• Resource Assignments will appear on a

After Migration: new tab

• The original Resource Plans will no

longer be editable. Admins can hide
that tab

• Attribute-based cost plans will also be

created and will be visible along with
the original plans on the Cost Plans tab

88
Reassign/Unassign Work

Allow resource managers to

do all their work within one
central hub without having
to leave their “space.”

• Allows resource managers to reassign

work

• Saves actuals and allocations from

past dates

• Ability to drag & drop to reassign (only

within grids at this time)

89
In-Grid Editing

Ability to easily update hours

allocated across resources if
resource planning changes.

• Reduces manual work and streamlines

planning.

90
Export Resource Board (Excel, CSV)
Resource Managers need to be able to report on resources and capacity as well as forecast future needs.

91
Configuration
decision
Key requirements to define

Resource groups

Roles

Skills

Hours, FTE, and Person days

(Configure views and related list)

Rate Model Criteria

93
Key Requirements to Define

Resource Property Settings

Resource Schedules

Resource Reporting

Notifications

Resource Diagnostics – Use

94
Key considerations and configurations – Groups

There are different ways to organize resources -

• Individual users (no groups/teams) – Smaller organizations where there are a few resources, they are not
grouped/organized in teams/group
– Example – Tom, Kevin, Peter all are requested individually
• A few groups – Resources are organized in a few groups
– Example – IT Group HQ, IT Group Singapore
• Specialized groups – Resources are organized in specialized groups
– Example – DBA, UX Designers, Automation Team, Java Dev
• Roles within a group – Resources play specific role within a bigger group
– Example – IT Group has 3 DBAs, 10 Developers, 5 QAs and 3 UX Designers
Resource capacity is a key input needed to calculate availability of the group, and group
capacity is rolled up from the schedules of all the members

95
Key requirements to define

Timecard form

Time sheet policies

Project time categories

Rate model

96
Time management key considerations and
configurations
• Who will be approving Timecards? E.g., Users' managers, Project Managers, or auto-
approvals?
• What Project time categories will be needed?
• Schedule of Timecards? Does the user have to submit Timecards by a certain day?
• What business outcomes are we trying to achieve and what reports do we need to support
them?
• How do we make informed decisions from reports in ServiceNow?

97
Resource Management/Time Management
Start simple

• What is the driver - capacity and/or cost

• Start with simple RM model
• Expand as the organization learns
• Resource plans/assignments are modeled after what, org or
skills, or teams? Skills are complex to tackle for many orgs
• RM is a hard discipline to tackle, complex b/c of Org change,
and processes
• Don’t boil the ocean, start with a few IT teams at first
• Know what type of KPI’s you need to track, will enable better
reporting
• How will Time impact RM and PM, IT only or the entire
Enterprise

98
Reporting is the visibly into the outcomes
Directly impacts adoption

• Build Reporting into desired Outcomes

• Engage the stakeholders to ensure alignment
• Be prepared that reporting will impact adoption
• Dashboards/Service Portals should be simple to use
• Ensure Dashboards are modeled and tested
• Reporting is not an after thought, so determine if data required to
be successful
• Some areas will require report building to expand OOTB reporting
• Distinguish Operational vs Mgmt. reporting
• Consider introducing Performance Analytics (PA) into roadmap

99
Preparation
Gathering and defining
implementation requirements
Architecture decisions checklist

Data Foundation Development best Scope decisions

practices
Identify what is already used, Already defined by COE or How to encapsulate
what will be use, impact in other identify minimum customizations using app scopes
areas and who the owner is

OOTB/Customization Health of the Test/Check points

implementation
How to manage customizations Define how to keep the health of Agree on acceptance points,
the platform during the environment and Go-live
implementation check list

101
Requirements (Question)

Include answer to different questions for key considerations slides here.

MID Server requirement

5K connected agents, endpoint discovery only: heap size 4GB
5K connected agents, 90 metrics per minute per agent: heap size 8GB

102
Checklist for success

• Workflows have been defined

• Notifications are configured and defined
• Approvers are selected
• All required plugins are turned on
• Product specific requirement
• Roles have been provided
• Product specific

103
Solution
enablement
Available enablement

YouTube – Short Video Series – ServiceNow User Groups

– Getting Started with Strategic Portfolio Manage – ServiceNow Store
ment
– SPM: Resource Management - Benefits and Best
Practices

ServiceNow Product Documentation

– Strategic Portfolio Management Product Docume
ntation
ServiceNow Customer Community
– Strategic Portfolio Management Community

105
It’s a Wrap
Next steps

1 Create stories based on approved configurations and start to form the backlog

2 Review stories and provide feedback or acceptance of the stories

3 Update the Process Guide based on specific decisions agreed today

4 Review the updated Process Guide and provide feedback or acceptance of the processes

5 Configuration can begin

107
Questions?

108
Thank
You!

109
Appendix
Capacity Planning in Strategic Planning
The Capacity Planning screen provides portfolio managers a comprehensive view of capacity, allocations, and
utilization of resources.

Analyzing the Capacity Planning screen, you can easily:

• View resource capacity for prioritized items in your portfolio.
• Understand the resource capacity needs and estimates across your organization by using key attributes such
as group, role, and skill.

• Effectively forecast the supply of resources and the

demand of work in your portfolio.
• Understand and get an overview of the resource
capacity allocations by using the color indicators.
• Plan for resources with specific skills or roles for
future assignments.
• View the resource allocation health instantly with
the new intuitive user interface that gives you a
detailed breakdown of portfolio duration by month
having over allocations.
111