ServiceNow MyNow Success Packs exist to eliminate delivery chaos. Instead of forcing teams to rely on tribal knowledge, hallway conversations, or outdated project templates, MyNow Success Packs provide a structured, phase-based execution framework that aligns Agile teams, DevOps pipelines, PMOs, and engagement leaders.

A Day in the Life: ServiceNow Impact Guided Customer Success Manager

To truly understand the value of MyNow and Success Packs, it helps to look at how they support daily execution.

Consider the ServiceNow Impact Guided Customer Success Manager (CSM). Throughout the day, the CSM relies on MyNow as a single source of truth to:

• review customer objectives and adoption milestones
• guide customers toward the right Success Packs
• align delivery teams to proven phase-based practices
• identify risks early using standardized guidance
• reinforce best practices across architecture, testing, and support

Shift from reactive troubleshooting to proactive value realization.

Instead of answering the same questions repeatedly—What should we do next? Who owns this? What does success look like?—the CSM directs teams to structured, validated guidance inside MyNow.

Customer Success Managers Are Only One View

While the Impact Guided Customer Success Manager represents a powerful example, they are only one of many personas who benefit from the MyNow Experience and ServiceNow Success Packs.

Who Uses MyNow and Success Packs?

• Executives seeking outcome visibility
• PMOs driving governance and predictability
• Agile and DevOps teams managing delivery flow
• Solution Architects enforcing technical standards
• QA teams planning test readiness
• OCM leads driving adoption
• Support teams preparing for operational handoff

Because Success Packs provide a shared execution language, every role operates from the same playbook—yet sees only what matters to them.

Success Packs improve alignment

Rather than leaving delivery teams to interpret guidance on their own, Success Packs transform MyNow Best Practices into an execution-ready framework. As a result, organizations move faster, reduce delivery risk, and create consistency across projects, programs, and portfolios.

At the center of this experience sits MyNow—ServiceNow’s unified customer experience platform. In December 2025, MyNow officially replaced the Now Create portal, consolidating implementation methodology, best practices, product guidance, support insights, and Success Packs into a single, modern experience.

The Strategic Advantage of MyNow and Success Packs

Together, MyNow and Success Packs represent a fundamental shift in how ServiceNow customers deliver value.

Instead of fragmented guidance spread across portals, PDFs, and tribal knowledge, organizations now benefit from:

• a unified MyNow customer experience
• outcome-driven Success Packs
• phase-based delivery guidance
• role-aware execution models
• seamless transition from implementation to operations

Most importantly, this approach ensures that ServiceNow investments translate into measurable business outcomes—not just completed projects.

Consequently, customers no longer navigate disconnected portals. Instead, they access one integrated workspace that connects strategy, execution, and outcomes.

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1️⃣ What Are ServiceNow Success Packs — and How They Actually Work

ServiceNow Success Packs are outcome-driven delivery frameworks embedded inside MyNow Best Practices. Instead of generic guidance, they organize work into phases and workstreams that mirror real ServiceNow implementations.

Consequently, teams move from opinion-based planning to execution-based delivery.

Each task within a Success Pack includes:

• Why the task exists
• Who owns it (RACI)
• How to execute it
• Required inputs
• Expected outputs

As a result, delivery becomes predictable, repeatable, and scalable.

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✅ Tips: How to use this effectively

• Start by understanding the outcome of the Success Pack, not the task list.
• Use Success Packs as your delivery spine, then map work into SPM, Agile, or DevOps tooling.
• Treat each task as a checkpoint, not a suggestion.

⚠️ Traps to avoid

• ❌ Do not treat Success Packs as “documentation to read later.”
• ❌ Do not copy tasks blindly into your project plan.
• ❌ Do not assume the tool replaces delivery leadership.

🎯 Strategy to copy

Use Success Packs as your delivery operating model, not your reporting artifact.

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2️⃣ How Success Packs Use Phase-Based Delivery

ServiceNow structures Success Packs using a clear lifecycle model:

Initiate → Plan → Execute → Deliver → Close → Improve

This structure exists for a reason. Each phase protects the next.

Therefore, when teams skip phases, quality erodes rapidly.

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✅ Tips

• Filter by current phase only during execution.
• Lock future phases as “reference only.”
• Use phase transitions as governance checkpoints.

⚠️ Traps

• ❌ Do not execute build tasks before architecture and readiness tasks complete.
• ❌ Do not collapse phases “to go faster”—it almost always slows delivery later.

🎯 Strategy

Run formal phase exit criteria, even in Agile environments.

Agile does not mean unstructured.

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3️⃣ Workstreams: Why They Matter More Than Tasks

Success Pack workstreams represent how enterprise delivery actually works, not how org charts look.

Workstreams include:

• Project & Program Management
• Architecture & Technical Governance
• Design, Build & Unit Testing
• Testing
• Organizational Change Management
• Support

Because these streams run in parallel, they prevent late-stage failure.

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✅ Tips

• Assign explicit owners per workstream, not per task.
• Review workstreams weekly—not just sprint backlogs.
• Use workstreams to identify dependency risk early.

⚠️ Traps

• ❌ Do not let build dominate every conversation.
• ❌ Do not defer testing or OCM “until later.”
• ❌ Do not assume Support will “figure it out.”

🎯 Strategy

Treat workstreams as equal delivery lanes, not secondary activities.

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4️⃣ Filtering by Phase, Workstream, and Role: The Real Power Move

Filtering is not optional—it is the feature that unlocks speed.

When used correctly:

• Executives see readiness
• PMs see flow
• Engineers see actionable work
• QA sees test entry criteria
• Support sees transition readiness

As a result, noise disappears and accountability rises.

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✅ Tips

• Filter by role first, then by phase.
• Use filters during live planning sessions.
• Re-filter weekly as delivery progresses.

⚠️ Traps

• ❌ Do not export everything.
• ❌ Do not give everyone the same view.
• ❌ Do not allow unfiltered exports into SPM.

🎯 Strategy

Right-size exports. Less data = more execution.

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5️⃣ Exporting Success Packs: What You Should and Should Not Expect

Exporting Success Packs creates a delivery blueprint, not a finished execution system.

You will receive:

• Phase-aligned tasks
• Workstream structure
• Embedded guidance
• Templates and accelerators

You will NOT automatically receive:

• Agile stories
• Test cases
• Automated scripts

This is intentional.

Success Packs define what must exist—your tooling defines how it is executed.

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✅ Tips

• Map BA tasks to Agile stories.
• Map QA tasks to test plans.
• Map DevOps tasks to release activities.

⚠️ Traps

• ❌ Do not expect automation to magically appear.
• ❌ Do not skip mapping effort.
• ❌ Do not export before filtering.

🎯 Strategy

Treat exports as source-of-truth planning artifacts, not execution artifacts.

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6️⃣ DevOps and Agile Teams: How to Use Success Packs Without Slowing Down

Contrary to popular belief, Success Packs do not slow Agile teams.

Instead, they:

• Reduce rework
• Clarify dependencies
• Improve readiness
• Prevent surprise governance

Therefore, Agile velocity improves—not declines.

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✅ Tips

• Use Success Packs during PI planning.
• Reference them during sprint zero.
• Use them to define non-functional requirements early.

⚠️ Traps

• ❌ Do not wait until UAT to reference them.
• ❌ Do not assume Agile replaces readiness.
• ❌ Do not ignore architecture workstreams.

🎯 Strategy

Use Success Packs as guardrails, not gates.

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7️⃣ OCM Workstream: Use It Even Without a Dedicated Change Manager

OCM exists to protect adoption—not paperwork.

When used correctly, it ensures:

• Stakeholders understand change
• Users receive training
• Adoption is measured

Even without a formal OCM role, these tasks still matter.

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✅ Tips

• Assign a temporary OCM owner.
• Use minimum viable change for small releases.
• Communicate early—even when scope feels small.

⚠️ Traps

• ❌ Do not skip communications.
• ❌ Do not assume users “will figure it out.”
• ❌ Do not confuse training with documentation.

🎯 Strategy

No communication = no adoption.

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8️⃣ Support Workstream: The Difference Between Go-Live and Success

Support determines whether delivery actually sticks.

The Support workstream ensures:

• Knowledge exists
• Escalation paths are defined
• Ownership transfers cleanly
• Hypercare is planned

Without it, projects technically end—but operationally fail.

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✅ Tips

• Involve support early.
• Create KB before go-live.
• Run transition walkthroughs.

⚠️ Traps

• ❌ Do not throw work “over the wall.”
• ❌ Do not wait until go-live weekend.
• ❌ Do not skip stabilization planning.

🎯 Strategy

A successful close is a controlled handoff—not a celebration.

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Final Executive Guidance: Use Success Packs Like a Pro

Ultimately, ServiceNow Success Packs succeed when teams treat them as an execution system, not a document library.

MyNow Success Pack Use — Best vs. Worst Practices (Quick Compare)

Do This (Best Practice)	Example — Good Outcome	Do NOT Do This (Anti-Pattern)	Example — Bad Outcome / Risk
Filter aggressively by phase, workstream, and role to stay focused	Teams filtered by phase and role completed deliverables 30% faster and reduced rework by ~25% because each person saw only relevant work	Export everything into project plan without filtering	Exported plans swamped teams with irrelevant tasks, delaying decisions and lowering team satisfaction
Execute by phase (Initiate → Plan → Execute → Deliver → Close)	Teams that enforced clear phase gates had fewer missed requirements and better stakeholder alignment	Skip phases or rush ahead without readiness checks	Skipped planning → developers started before requirements stabilized → caused scope churn and deadline slippage
Respect all workstreams (PMO, Architecture, Build, Testing, OCM, Support)	Delivery teams that balanced workstreams saw fewer defects in UAT and smoother operational handoffs	Skip OCM or Support until late	Lack of OCM caused low user adoption and 42% more support tickets post-go-live (industry norm when change is ignored)
Map tasks into your tooling (SPM, Agile boards, test tools, DevOps pipelines)	Teams who mapped Success Pack tasks to Jira/Agile boards reduced context switching and improved sprint predictability	Treat guidance as optional or advisory only	Teams ignored Success Pack guidance → inconsistent execution → repeated rework across sprints
Review readiness continuously (weekly checks, visible criteria)	Teams that ran weekly readiness gates reduced integration defects and caught cross-workstream risks earlier	Confuse activity with progress (busywork ≠ results)	Large numbers of completed tasks gave false confidence; key readiness criteria

🔷 EXECUTIVE PLAYBOOK

Using ServiceNow Success Packs to Drive Predictable Delivery

When used correctly, they transform MyNow Best Practices into a predictable, scalable, enterprise delivery engine.

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🎯 Executive Purpose

ServiceNow Success Packs turn MyNow Best Practices into an execution system, not documentation. The following matrix shows leaders how to use Success Packs strategically — not mechanically.

MyNow Success Pack Use — Best Practice Process Overview Matrix

Example: Strategic Portfolio Management (SPM)

Capability Area	Best Practice Focus	How Success Packs Help	Expert Use Case Examples
Strategy Alignment	Align business goals to portfolio direction	Success Packs clarify what “good” strategy alignment looks like and guide teams through proven planning phases	Executives use SPM Success Packs to align annual objectives to enterprise themes and investment priorities
Demand Management	Capture, assess, and prioritize demand consistently	Success Packs define standardized intake, evaluation criteria, and decision checkpoints	PMOs apply Success Packs to eliminate shadow demand and enforce transparent prioritization
Portfolio Planning	Balance value, risk, and capacity	Success Packs guide portfolio scenarios and governance steps	Portfolio leaders use Success Packs to compare funding options and rebalance investments quarterly
Funding & Financial Control	Connect investments to measurable outcomes	Success Packs outline funding models and review cycles	Finance and IT leaders align approved funding to roadmap milestones and value tracking
Agile & Delivery Execution	Translate strategy into executable work	Success Packs align portfolios to Agile programs and delivery teams	Agile leaders use Success Packs to connect epics, features, and teams to funded initiatives
Value Management	Measure outcomes, not just activity	Success Packs define value metrics and success indicators	Executives track realized business value instead of completed projects
Governance & Transparency	Maintain visibility without slowing delivery	Success Packs establish lightweight, phase-based governance	Leadership uses Success Packs to reduce status noise while improving decision confidence

Other Resources for ServiceNow MyNow Success Packs

• ServiceNow Agile 2.0 Zurich
• Agile at scale 
• Agile Development – ServiceNow
• Best Practices – Organizational Change Management Preparation Asset | ServiceNow
• Best Practices – How governance & organizational change management enable success
• Effective Business Process Consultancy
• How-To Import ServiceNow Stories
• MyNow Business Process Library
• ServiceNow University | ServiceNow
• Strategic Portfolio Management FAQs
• Strategic Portfolio Management Glossary