Include Process in Your ServiceNow Roadmap, Not Just Technology

Include Process in Your ServiceNow Roadmap, Not Just Technology

In this, the second in our series on ServiceNow Program road mapping, we’ll dive into concepts of building a Process Roadmap. Miss the first in the series? Check out our Technology Roadmap Blog here.

Too often, ServiceNow roadmap conversations begin and end with technology —modules, features, and shiny new capabilities. And while these are all important, they are not all that goes into a transformation for your organization. At Astrica, we believe your ServiceNow program roadmap can be of most benefit in a multifaceted context, including concepts of Technology, but also giving strong consideration of Process, People, and Data. This allows you to both build and communicate a ServiceNow Program strategy that encompasses the drivers of most value and influence your various stakeholders.

In this post, we’ll turn that page and explore how to build a ServiceNow roadmap centered around process transformation. If you’re a process or platform owner, admin or developer, or internal change leader, this perspective can help you drive more meaningful outcomes in the success of your ServiceNow Program.

Strategies for ServiceNow Process Roadmap

When building a ServiceNow Program roadmap with a process-first mindset, you're creating a visual strategy for how your core workflows will evolve to deliver measurable outcomes and value to your organization. This roadmap reflects current state process maturity, existing process improvement efforts, and future transformations designed to unlock value from your ServiceNow investment. Depending on organizational priorities and appetites, we recommend a couple of different approaches for structuring this roadmap.

 Road mapping by Process Value Chain

For this approach, remember to focus on the entire process value chain and not just purely on the process steps. That is, the end-to-end flow of activities that transforms inputs (like service requests or incidents) into valuable outcomes (like resolved issues, delivered services, or improved user satisfaction). Depending on your existing implementation or plans, this could include:

• IT Service Management (ITSM) – Drive maturity across core service processes by standardizing workflows, enabling automation, and improving service outcomes.
• IT Operations Management (ITOM) – Mature discovery and service mapping to drive operational visibility and automation.
• IT Asset Management (ITAM) – Increase control over asset lifecycle processes through data accuracy, compliance, and automation.
• Customer Service Management (CSM) – Streamline case intake and routing while enabling proactive, multi-channel customer support.
• HR Service Delivery (HRSD) – Increase automation of lifecycle events and HR case handling to improve employee experience and policy compliance.
• Security Incident Response (SIR) – Enhance coordination and containment through automated workflows and threat intelligence integration.
• Governance, Risk, and Compliance (GRC) – Integrate risk and control processes to streamline audits, mitigate risk, and ensure accountability.
• Industry Workflows – Apply process standardization and automation to regulatory-heavy or vertical-specific workflows like healthcare, finance, or public sector.

Instead of a roadmap lane per module, build lanes per process domain. Let automation, AI, and upgrades appear in service of those process milestones—not as the driver.

 Map Process Roadmaps to Personas

Most processes will have touchpoints across an array of stakeholders representing several different personas. In designing a process-oriented ServiceNow Program roadmap, we can use that to our advantage by visually showing how process improvements benefit key personas:

• Employees benefit from simpler requests and more accurate self-service.
• Task Fulfillers gain clearer tasks, smarter triage, and less manual overhead.
• Process Owners advance their ability to measure and deliver critical services.
• Leaders get better KPIs, governance, and visibility into what’s working.

When stakeholders see their needs represented in the roadmap, it is easier and more meaningful for them to engage with your overall ServiceNow Program strategy.

Tie Process to Organizational Outcomes

Your roadmap can help guide your internal ServiceNow teams and Partner(s) but also help engage your stakeholders and leaders. To this end, it’s important to not build your roadmap in a vacuum and make sure you link each process lane to clear strategic goals that matter to your organization. For example:

• IT Service Management (ITSM) – Enhancing service processes like Incident, Change, and Knowledge to support operational resilience, agility, and faster time to resolution.
• IT Asset Management (ITAM) – Strengthening Asset lifecycle controls to contribute to cost optimization, compliance, and audit readiness.
• HR Service Delivery (HRSD) – Streamlining HR workflows and lifecycle events to drive better employee experiences and organizational agility.
• Customer Service Management (CSM) – Improving Case handling and proactive support to elevate customer satisfaction and operational efficiency.

This isn’t just good practice—it helps your roadmap earn and keep executive buy-in. 

What Goes on a Process Roadmap?

A good process roadmap isn’t just a project tracker; it represents an entire transformation journey. Here are some key elements to include in your process-oriented ServiceNow Program roadmap:

• Current-state diagnostics – Include where your process stands today using KPIs and maturity assessments.
• Improvement initiatives – Document backlog items, SLA initiatives, automation pilots, or fulfillment streamlining efforts.
• Platform enablers – Show when technology (like Virtual Agent, Predictive Intelligence, or Generative AI offerings) will be layered in to support process outcomes.
• Governance moments – Schedule key touchpoints for Steering Committees, Communities of Practice, CAB or CCB meetings, Knowledge Councils, and technical governance board meetings.

A well-built process roadmap doesn’t just map out tasks—it tells the story of where your processes are, where they’re going, and how technology, governance, and improvement efforts come together to deliver measurable change.

Who Builds a Process Roadmap?

Just like with a Technology Roadmap, your Process Roadmap needs diverse input:

• Process Owners – Define the vision and own the metrics.
• Business Analysts & Consultants – Shape the workflows and improvement stories.
• Fulfiller Teams – Give feedback on what's working and what’s not.
• Governance Boards – Ensure alignment with enterprise goals.
• Your ServiceNow Partner (like Astrica) – Helps validate feasibility, recommend leading practices, and bring structure to the chaos.

Ultimately, your Platform Owner likely has final accountability for not only the content but major efforts of socializing your process-oriented ServiceNow Program roadmap.

Connect Process to People, Technology, and Data

While a process roadmap may be a critical view into your ServiceNow Program and your efforts to achieve value from your investments, this document must not exist an island of its own. You can think of it as a link between strategy and execution. Your roadmap should evolve in sync with:

• People Roadmaps – Training, adoption, role clarity, and engagement.
• Technology Roadmaps – Tools and upgrades that power process improvements.
• Data Roadmaps – Clean, actionable data that enables decisions, automation, and AI.

Final Thought

If you want your ServiceNow Program to drive real change, don’t just ask, “What technology do we have?” but also leverage your road mapping activities to address “What processes do we need to transform?”

A process-first ServiceNow Program roadmap helps you focus on outcomes, earn stakeholder trust, and get the most from every platform investment.

If that’s the kind of roadmap you’re ready to build or you have questions about any of these topics, let’s talk! We’d be happy to connect with you on how we can help you drive change in your organization leveraging ServiceNow as a catalyst.