Useful questions and answers about ServiceNow SPM at a glance!

On this page you will find many useful questions and answers for the evaluation, implementation and use of the software ServiceNow SPM.

General information

In which areas of a company can ServiceNow SPM be used effectively for project management?
Project management systems such as ServiceNow SPM can be used in the following areas: IT, product development, organization, and strategic planning. In addition, they can be used in all areas of a company that carry out projects.

In which industries can ServiceNow SPM project management software be used effectively?
ServiceNow SPM can be used in the following industries: automotive, banking, bio/chemical industry, energy suppliers, manufacturing, retail, IT, logistics, software development, telecommunications, and insurance. In addition, there are specialized project management systems for construction projects or the development of medicines or food, for example.

At what company size does project management software such as ServiceNow SPM become cost-effective?
Whether project management software is cost-effective depends less on the size of the company and more on the number of employees/users who will be using the software. Simpler project management software is useful for companies with around 20 users or more. ServiceNow SPM is useful and recommended for companies with around 100 users or more.

Which processes and functions can be covered with a modern project and portfolio management solution such as ServiceNow SPM?
The following processes can typically be covered:
• Idea management
• Requests and project proposals
• Project approval processes
• Project management (classical, agile, and hybrid)
• Resource management
• Program management
• Project portfolio management
• Risk management
• Cost planning and cost controlling
• Workflows
• Collaboration
• Document management
• Reporting

What are the advantages of using project management software ServiceNow SPM?
Using ServiceNow SPM increases the efficiency and effectiveness of project- or innovation-oriented business areas. Projects are planned better and more precisely, executed faster, and achieve better results. Existing and available resources (employees and tools) are better deployed and utilized. Workflows accelerate and (partially) automate processes. With the central database, all data is available consistently and in a timely manner. Sources of error are reduced. In addition, transparency for employees and management is increased. Employee satisfaction is also increased because a modern and adequate working environment is available.

What is the best way to choose PM software?
The best approach is to follow these steps:

1.) Determine the requirements for PM software in your company.
2.) Create a list of requirements.
3.) Select approximately 10 PM software providers that are fundamentally suitable. Special databases or studies (e.g., Gartner) can help with this.
4.) Obtain quotes from the 10 providers. These providers can be the software manufacturers or certified partners. For example, Contec-X GmbH is a certified partner for ServiceNow SPM by the manufacturer ServiceNow.
5.) Rank the providers and invite the 3 best providers to give a presentation.
6.) Determine the best provider, finalize negotiations, and award the contract.

What is the best way to implement ServiceNow SPM? How can you implement a project management software solution that is tailored to your company's needs?
We recommend the following for implementing ServiceNow SPM and realizing a solution:

1.) Select a competent IT service provider as an external implementation partner (such as Contec-X). The implementation partner should have extensive and long-standing experience in introducing project management software.
2.) Establish a project team in which all affected user groups and departments are represented.
3.) Realization of configurations and adaptations of the standard software according to requirements
4.) Integration and interfaces to other systems
5.) Entry of test data and training of all users
6.) Transfer of real data from the legacy system
7.) Go-live planning and go-live
8.) Subsequent optimizations

Contec-X has over 20 years of comprehensive experience and offers, for example, a standardized quick-start package for the implementation of ServiceNow SPM project and portfolio management software in a fast and cost-efficient manner.

How much does a modern and integrated project and portfolio management software solution such as ServiceNow SPM cost?
The best way to express the cost of such a solution is in terms of cost per month and per user. Calculated over five years, the costs range from approximately €15 to €80 per month per user, depending on the requirements and scope of the solution. The following cost categories are included: software costs (typically subscription fees), costs for hosting or SaaS, training, implementation, and support.

What is the return on investment (ROI) for a modern project management software solution such as ServiceNow SPM?
According to a study by IDC, the typical use of a project management software solution for 100-200 users over 5 years results in a return on investment (ROI) of 557%.

Technical details

Are there interfaces to SAP, Teams, and Jira in ServiceNow SPM?
Yes, data from SAP, Teams, or Jira can be imported, for example, to automatically create projects or add or update work packages in existing projects.

Can workflows or workflow visualizations be automatically mapped in ServiceNow SPM using the interface to SAP?
Yes, interfaces to SAP for data exchange (in both directions) are available in ServiceNow SPM and can be customized. Contec-X GmbH has already successfully implemented this for many customers.

Are there synergies in ServiceNow SPM with collaborative tools such as Office365, Teams, and SharePoint?
Yes, interfaces for data exchange between Teams, SharePoint, etc. are available and can be customized in ServiceNow SPM.

Does ServiceNow SPM synchronize calendars?
Yes, each person is assigned a calendar with working hours and non-working hours in ServiceNow SPM. Calendar information can be imported from other systems (e.g., SAP HR).

Does ServiceNow SPM have an export function (PDF, Excel, API, to other systems, SAP, etc.)?
Yes, status reports can be exported in PDF format in ServiceNow SPM. Many lists, overviews, etc. can be exported in Excel or CSV format.

Does ServiceNow SPM have a compatible system, e.g., is a mobile view possible?
Yes, there is an app for time tracking, task management, and status reporting from ServiceNow SPM, which is available for Android and iOS. The app can be expanded for additional use cases.

Is ServiceNow SPM operated via the cloud or on-premises?
ServiceNow SPM as SaaS is operated in a cloud environment provided by the manufacturer ServiceNow or through an MSP approach.

How is customer support structured for ServiceNow SPM?
Yes, two levels of support are available for ServiceNow SPM: Standard support is provided by ServiceNow. German-language support tailored to a customer's solution and configurations can be provided by the Contec-X support team.

Is there an authorization concept with templates for administration in ServiceNow SPM?
Yes, user groups for PPM roles (resource manager, portfolio manager, project manager, employee, etc.) are available in ServiceNow SPM and can be adapted to specific requirements. The detailed rights concept allows authorization down to the field level.

Can the existing user management from Active Directory be imported into ServiceNow SPM?
Yes, user information from AD can be imported into ServiceNow SPM—Contec-X GmbH has already successfully implemented this for customers.

How are data security and data protection addressed in ServiceNow SPM?
ServiceNow guarantees secure and stable system operation. This means that 99.8% availability is guaranteed within a month.
For details, see: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/legal/customer-support-addendum-upgrades.pdf
ServiceNow has extensive certifications that demonstrate its professional and secure handling of application operations and support processes. See also: https://www.servicenow.com/company/trust/compliance.html#certifications
With regard to the EU GDPR, the ServiceNow operating model ensures all necessary framework conditions. For example, data is stored and processed within the EU. See also: https://www.servicenow.com/de/company/trust/privacy/gdpr.html

Is integration by third-party providers possible in ServiceNow SPM?
Yes, the ServiceNow platform is very flexible and provides many integrations via so-called spokes OOTB. Additional connections can be easily implemented via web services (REST, SOAP). For details, see: https://docs.servicenow.com/bundle/tokyo-application-development/page/administer/integrationhub/concept/integrationhub.html

How are controlling and reporting implemented in ServiceNow SPM, particularly with regard to key figures, charts, monitoring, diagrams, evaluations, and export options?
Data can be exported from ServiceNow SPM in Excel or CSV format. Various diagrams and charts are available in dashboards and can be adapted to specific requirements.

Does ServiceNow SPM support the Scaled Agile Framework (SAFe) to coordinate agile software and product development and increase speed and efficiency?
Yes, in addition to agile projects, ServiceNow SPM can also map entire agile organizations according to SAFe with ARTS, Agile Teams PIs, sprints, etc.

Does ServiceNow SPM provide predictive maintenance to simplify and accelerate daily work through integrated machine learning?
Yes, ServiceNow is working intensively to reduce the effort required for manual tasks through AI functions.

Functional Details

Can new ideas from all areas within the company be recorded in ServiceNow SPM in innovation management or idea management?
Yes, it is possible to record ideas in ServiceNow SPM, including converting them into demands and projects.

Does ServiceNow SPM support the identification, evaluation, and management of project risks as part of risk/evaluation management?
Yes, individual risks can be recorded and managed for demands and projects in ServiceNow SPM.

Is it possible in ServiceNow SPM to create projects, create and manage project plans, assign tasks, and track progress within project planning?
Yes, a project can be planned in its entirety in ServiceNow SPM.

Does ServiceNow SPM support classic, agile, and hybrid project management methods (e.g., waterfall, Scrum, Kanban)?
Yes, agile, hybrid, and classic projects can be planned and managed in ServiceNow SPM.

How adaptable is ServiceNow SPM (e.g., through templates, parameters, variables, etc.), and how user-friendly is the software in terms of backend and frontend usability?
Lists, masks, fields, filters, etc. can be customized in ServiceNow SPM. Contec-X will be happy to assist you with implementation.

Are there different project templates in ServiceNow SPM that are tailored to different project types?
Yes, in ServiceNow SPM, templates can be created depending on permissions and applied to a project during creation or retrospectively.

How can working hours be tracked in ServiceNow SPM, schedules created, and deadlines managed effectively?
Times can be recorded in timesheets per project or work package in ServiceNow SPM. Plan/actual comparisons at various levels are possible, and deadlines can be set and tracked.

Can human resources be managed within resource management in ServiceNow SPM?
Yes, human resources can be assigned working hours/capacity and planned in projects in ServiceNow SPM. Roles are available for abstract planning, which can be replaced by specific resources by a resource manager.

Can resources such as materials and equipment be managed in ServiceNow SPM?
Yes, materials, equipment, etc. can be planned as costs in cost plans for a project in ServiceNow SPM. Through configuration, it is also possible to link these materials to work packages and adjust their timing in the cost plans in the event of postponements.

Can Gantt charts or milestone plans be displayed in ServiceNow SPM?
Yes, Gantt charts with milestones can be created and evaluated in ServiceNow SPM.

Can project costs be monitored and budgets managed in ServiceNow SPM?
Yes, cost and performance plans can be created for each project in ServiceNow SPM and provided with detailed financial planning. At the project level, financial indicators (payback period, ROI, IRR, etc.) can be calculated based on cost and performance plans.

Is it possible to exchange information or collaborate with internal team members, (customers) and other stakeholders in ServiceNow SPM?
Yes, in ServiceNow SPM, notes and documents can be used at various levels (portfolio, project, task, etc.) to exchange information. With the @Mention function, a user can be notified when they are directly addressed in a note or when a reference to a person is made.

Can work packages for departments and employees (capacity, time period, description, etc.) be displayed in ServiceNow?
Yes, work packages can be created for projects and for employees in a department/team and managed and edited in ServiceNow SPM using Kanban boards, for example.

Can images also be stored within the task documentation in ServiceNow SPM?
Yes, to-dos can be created and managed for each work package in ServiceNow SPM. Documents with detailed information can be stored for each work package, for example.

How is document management implemented in the project in ServiceNow SPM, particularly with regard to storing, organizing, and sharing project documents such as MOCs, requirements and specifications, and other requirements?
Yes, documents can be uploaded to ServiceNow SPM at various levels (portfolio, project, work package, etc.).

How is project documentation handled in ServiceNow SPM, particularly with regard to comments, annotations, notes, chats, and document versioning?
In ServiceNow SPM, notes and documents can be used at various levels (portfolio, project, task, etc.) to exchange information. With the @Mention function, a user can be notified when they are directly addressed in a note or when a reference to a person is made.

How are dashboards used in ServiceNow SPM in projects, especially at different levels such as project level, multi-project level, and for reporting purposes?
Dashboards are available in ServiceNow SPM for various roles (portfolio manager, resource manager, project manager, employee, demand manager). Additional dashboards can be configured independently with the appropriate permissions.

How is reporting carried out in ServiceNow SPM in the project, particularly when creating reports on project progress, costs, and other relevant key figures?
Custom dashboards can be configured and made available to users in ServiceNow SPM.

How is progress tracking implemented in the project in ServiceNow SPM, particularly with regard to milestone tracking and status tracking?
Baselines can be used to monitor milestones in terms of planned and actual values in ServiceNow SPM. As a best practice, Contec-X can provide a milestone trend analysis, including a job for data historization for controlling purposes. Example on YouTube at: https://youtu.be/x4ToTLACxz0?si=xPAEISqOzGVAHU9b
Status reports can be created for projects and aggregated at the level of teams, departments, portfolios, etc. for reporting purposes.

Can portfolio management be displayed horizontally and vertically in ServiceNow SPM?
Yes, in ServiceNow SPM, portfolio management can be displayed horizontally and vertically.

Horizontally: Projects can be planned and controlled throughout their entire lifecycle (from idea to project completion). Workflows support conversion (e.g., creation of a project from a demand) or phase transitions (e.g., completion of the planning phase and transition to the implementation phase).
Vertically: Corporate strategies, goals, and measurement criteria can be planned (e.g., using OKRs). Initiatives, projects, demands, etc. can be planned in a roadmap/portfolio, planned with regard to their dependencies, and assigned to a goal/strategy. Individual projects can be planned and controlled in detail. The status of individual projects is automatically aggregated at the roadmap/portfolio and corporate goals/strategies levels, allowing progress to be viewed and monitored at any time.

Can multi-project management be mapped in ServiceNow SPM?
Yes, in ServiceNow SPM, projects can be broken down into main and sub-projects. Projects can be combined into programs.

How is demand management implemented in the project within ServiceNow SPM, particularly with regard to demand management, requirements management, and planning before the official project start?
In ServiceNow SPM, demands (project requests) are independent objects with their own fields, masks, etc. Demands can be evaluated and categorized so that they can be prioritized and approved in a portfolio, for example. A qualified demand can be converted into a project via a workflow. The information recorded in the demand is copied into the project.

Can roadmapping be used in a project to display the progress of tasks at higher levels such as PMO, GL, or AL in ServiceNow SPM?
Yes, roadmaps can be created in ServiceNow SPM from different perspectives and with different durations (e.g., product view, portfolio view, department view, etc.).

Can projects in the company be prioritized in ServiceNow SPM, both strategically, cross-functionally, and within individual areas?
Yes, at the portfolio level, projects can be scored, sequenced, and prioritized in ServiceNow SPM.

Is product management used in ServiceNow SPM to manage the product lifecycle of a product or portfolio, including possible overlaps with portfolio management?
Yes, products are separate objects in ServiceNow SPM. Projects can also be assigned to a product.

Does ServiceNow SPM enable strategic planning to connect strategy and implementation, including end-to-end planning and target/actual comparisons in a single workspace?
Yes, corporate strategies, goals, and metrics can be planned in ServiceNow SPM (e.g., via OKRs). Initiatives, projects, demands, etc. can be planned in a roadmap/portfolio, planned in terms of their dependencies, and assigned to a goal/strategy. Individual projects can be planned and controlled in detail. The status of individual projects is automatically aggregated at the roadmap/portfolio and corporate goals/strategies levels, allowing progress to be viewed and monitored at any time.

Does ServiceNow SPM enable scenario planning to simulate investment scenarios and align the portfolio with the business strategy?
Yes, roadmaps can be created in ServiceNow SPM and planned for different scenarios.

Does ServiceNow SPM offer investment financing functionality to manage funds according to the business needs and strategic goals of the company?
Yes, ServiceNow SPM allows you to plan resource requirements, finances, risks, etc. for each project.

Does ServiceNow SPM offer the option of managing the entire development cycle within a uniform backlog system?
Yes, agile projects including backlogs, sprints, etc. are available in ServiceNow SPM.

Does ServiceNow SPM offer a demand management function that provides an overview of company requirements through the central collection, analysis, and management of demand data?
Yes, various dashboards and evaluations for demands, projects, portfolios, etc. are available in ServiceNow SPM.

Does ServiceNow SPM provide a digital portfolio management function to enable informed decisions based on a unified view of all services, products, and applications?
Yes, ServiceNow SPM allows for the holistic planning and control of various types (epics, projects, demands), etc. at the portfolio level.

Does ServiceNow SPM offer process mining functionality to optimize processes and make workflows more efficient?
Yes, workflows can be used in ServiceNow SPM to automate processes and workflows, notify users when certain data constellations occur, or convert data (e.g., create a project from a demand).

In which languages is the ServiceNow SPM user interface available?
The user interface in ServiceNow SPM is available in all main languages and can be set by the user.

Is a trial version available for ServiceNow SPM?
Yes, ServiceNow SPM can be made available in a PoC system at the request of Contec-X. Please feel free to contact us at

Is customer support (e.g., in the form of FAQs, email, hotline, videos, chat, forum, etc.) provided for ServiceNow SPM?
Yes, two levels of support are available for ServiceNow SPM: Standard support is provided by ServiceNow. German-language support tailored to a customer's solution and configurations can be provided by the Contec-X support team.

Does Contec-X offer training for ServiceNow SPM in the form of training concepts, videos, FAQs, forums, etc.?
Yes, information for users in the form of help texts, guided tours, etc. can be configured for ServiceNow SPM by Contec-X.

ServiceNow SPM ist ein Produkt der ServiceNow Inc. USA, www.servicenow.com