Product Requirements Document (PRD)

Business Technology Vision Roadmap (BTVR) ServiceNow Automation
👤
Role
Business Analyst
🚀
Project
BTVR Automation Implementation

Across the enterprise, every portfolio thought they were using the same standardized BTVR template. In reality? The template lived across a universe of SharePoint sites, Teams folders, and personal OneDrives, each version tweaked, renamed, resaved, and reinvented.

What should have been a single source of truth turned into a digital patchwork quilt.

Note: This initiative was never adopted due to organizational RIFs (Reductions in Force).

🎯 The Goal

Create a sleek, automated, workflow-driven BTVR experience inside ServiceNow APM: one form, one process, one truth.

🎯 The Business Edge
A unified system accelerates modernization planning, eliminates rework, and gives leadership real-time insights they never had before.
⚡ The Impact
Transform scattered document management into an enterprise-grade workflow engine with governance baked in.
🔒 The Foundation
ServiceNow APM becomes the single source of truth for all Business Technology Value Realization assessments.
Even with an "official template," decentralized SharePoint usage caused:
  • 8–12 competing template versions floating around portfolios
  • Local edits that broke consistency and governance
  • Analysts spending hours hunting for "the newest final-final.docx"
  • Zero validation, zero workflow, zero auditability
  • Modernization decisions slowed down by broken data

💡 In Short

SharePoint became a document graveyard, not a workflow engine.

"Turn a messy SharePoint-driven process into a refined, enterprise-wide BTVR engine powered by ServiceNow."

The Future State Delivers:
  • ✅ A single, authoritative BTVR form (no duplicates, no renegade templates)
  • ✅ Automated scoring that portfolios cannot break
  • ✅ Real-time dashboards for analytics and leadership visibility
  • ✅ Guided workflow with accountability and governance baked in
  • ✅ A polished, consistent experience across all portfolios
📋
Portfolio Product Owners
Want clarity, structure, and a process that doesn't waste time.
📊
Analysts
Need consistency, automation, and clean data they don't have to chase.
🎯
Enterprise Leadership
Requires trustworthy, comparable insights across portfolios.
🔒
Governance Teams
Need scalable, enforceable rules that keep everyone aligned.
✅ In Scope
  • Polished ServiceNow BTVR intake form
  • Automated scoring with enterprise-governed weights
  • Workflow routing + SLA timers
  • Dashboard suite (portfolio → enterprise)
  • Data migration from SharePoint docs
  • Governance enforcement & version control
❌ Out of Scope
  • Predictive analytics (future Pinterest-worthy upgrade)
  • Decommissioning all SharePoint folders (post-launch cleanup)
  • Integration with external financial systems (Phase 2)
  • Mobile app development
FR-001Critical

Unified BTVR Intake Form

A modern, dynamic form that:

  • Enforces required fields — No more incomplete submissions
  • Uses conditional logic — Show/hide fields based on responses
  • Locks governance fields — Prevent unauthorized changes to scoring weights
  • Standardizes data collection — Consistent structure across all portfolios
  • Provides inline help text — Contextual guidance for complex fields
FR-002Critical

Automated Scoring Engine

No more broken Excel formulas. Centralized, trusted logic generates value, risk, and modernization priority scores.

Scoring CategoryWeightKey Factors
Business Value35% Mission impact, user reach, strategic alignment
Technical Risk25% System age, security vulnerabilities, technical debt
Modernization Urgency20% End-of-life dates, vendor support, compliance gaps
Cost Efficiency15% TCO reduction potential, operational savings
Implementation Feasibility5% Resource availability, complexity, dependencies

Output: Composite BTVR Score (0-100) with category breakdowns and visual heat maps

FR-003Critical

Workflow Automation

Intelligent routing with accountability at every step:

  • Submission → Review → Approval — Automated state transitions
  • Clarification loops — Request additional info without breaking workflow
  • SLA reminders + escalation — 48-hour review SLA with auto-escalation
  • Full audit trail — Track every action, comment, and state change
  • Parallel approvals — Route to multiple stakeholders simultaneously
  • Conditional routing — High-risk applications trigger additional review
FR-004High

Data Migration Support

Pull structured data from SharePoint documents → map into ServiceNow fields.

  • Automated extraction — Parse existing Word/Excel templates
  • Field mapping wizard — Visual interface for data transformation
  • Validation rules — Ensure data quality during migration
  • Rollback capability — Undo migrations if issues detected
  • Migration dashboard — Track progress across portfolios
FR-005Critical

Version Control Enforcement

Stop template drift permanently.

  • Single master form — Centrally managed, no local copies
  • Change control process — Governance approval required for form updates
  • Version history — Track all form changes with rollback capability
  • Deprecation workflow — Gracefully sunset old versions
  • Portfolio notifications — Alert users when form updates occur
FR-006High

Dashboards & Analytics

A polished analytics suite offering:

📊 Portfolio Insights
Application inventory, BTVR score distributions, modernization pipeline status
🔍 Cross-Portfolio Comparisons
Benchmark portfolios, identify best practices, spot outliers
🗺️ Modernization Heat Maps
Visual prioritization, risk concentration, investment planning
⚖️ Risk/Value Segmentation
Quadrant analysis, strategic recommendations, resource allocation

Access Control: Role-based dashboards — Portfolio view vs. Enterprise view

⚡ Usability
50% faster intake completion vs. SharePoint process
🚀 Performance
Sub-2-second workflow actions and page loads
🔐 Security
FISMA/FedRAMP Moderate compliance required
📋 Auditability
Track every change with full audit trail
💪 Reliability
99.5% uptime SLA for production environment
📱 Accessibility
WCAG 2.1 AA compliance for all interfaces
100%
ServiceNow Form Adoption
<1.5
Days Review Cycle
60%
Reduction in Rework
100%
Enterprise Comparability
Additional Success Indicators
  • Zero template versions in circulation outside ServiceNow
  • Leadership dashboard usage — 80% of executives accessing monthly
  • User satisfaction score — 4.5/5 or higher
  • Data quality improvement — 95% complete submissions on first attempt
  • Workflow efficiency — 70% reduction in email-based coordination
📁 SharePoint Access
Read permissions to all portfolio SharePoint sites for data extraction
✅ Scoring Logic Approval
Governance committee sign-off on weights and calculation methodology
⚙️ ServiceNow Resources
Platform configuration team availability for 6-8 week implementation
👥 Portfolio SMEs
Subject matter experts for field mapping validation and UAT
🔐 Security Review
ISSO approval for data handling and access controls
📚 Training Materials
Learning & Development team support for user onboarding

⚠️ Risk: Portfolio Resistance

Portfolios resist giving up their customized templates and local control.

✅ Mitigation

Early demos + co-design sessions + governance enforcement. Show quick wins and involve portfolio leads in form design.

⚠️ Risk: Complex Data Mapping

SharePoint documents have inconsistent structures making automated migration difficult.

✅ Mitigation

Workshops with each portfolio + iterative testing + manual fallback process for edge cases.

⚠️ Risk: Workflow Bottlenecks

Approval workflows create delays if reviewers don't respond promptly.

✅ Mitigation

SLA rules with 48-hour timers + escalation paths + backup approvers + leadership visibility dashboard.

⚠️ Risk: Scoring Disputes

Portfolios disagree with automated scoring results or methodology.

✅ Mitigation

Transparent scoring logic + governance-approved weights + appeal process + quarterly calibration sessions.

⚠️ Risk: Adoption Lag

Users continue using SharePoint out of habit despite new system availability.

✅ Mitigation

Comprehensive training + champions network + SharePoint template deprecation + executive mandate.

  • Decision: Retired the SharePoint template sprawl
    Rationale: Single source of truth eliminates version control chaos and ensures governance compliance
  • Decision: Standardized all scoring in ServiceNow
    Rationale: Centralized calculation engine prevents formula tampering and ensures enterprise-wide comparability
  • Decision: Built workflow automation to kill email routing
    Rationale: Automated workflows reduce cycle time by 60% and provide full audit trail
  • Decision: Designed dashboards first to align stakeholders
    Rationale: Visual analytics create executive buy-in and demonstrate value before full rollout
  • Decision: Established governance rules to enforce consistency
    Rationale: Locked fields and approval gates prevent unauthorized changes to scoring methodology
  • Decision: Used a phased MVP to reduce risk
    Rationale: Pilot with 2-3 portfolios validates approach before enterprise-wide deployment
  • Decision: Prioritized data migration tooling over manual entry
    Rationale: Automated extraction saves 200+ hours of manual data entry and reduces errors
  • Decision: Implemented 48-hour SLA with escalation
    Rationale: Prevents workflow stagnation and maintains modernization planning momentum
🤖 Predictive Scoring
Machine learning models that predict modernization success probability based on historical data
🔗 CMDB Integration
Auto-populate technical details from Configuration Management Database
💰 Financial System Integration
Real-time TCO calculations pulling from enterprise financial systems
🗺️ Automated Roadmap Generation
AI-powered modernization sequencing based on dependencies and resource constraints
📱 Mobile App
Native mobile experience for executives to review and approve on-the-go
🔄 Quarterly Calibration
Automated scoring logic refinement based on actual modernization outcomes

💡 The Vision

Transform BTVR from a compliance exercise into a strategic intelligence platform that actively guides modernization investment decisions.

BTVR-ServiceNow APM Automation

Product Requirements Document

Document Version 1.0 | Business Analyst Deliverable