Business Technology
Vision Roadmap (BTVR)
ServiceNow Automation Case Study
Executive Summary
The enterprise relied on static document-based Business Technology Vision Roadmap (BTVR) templates stored in SharePoint to plan, prioritize, and communicate technology initiatives across multiple portfolios. Over time, this approach created inconsistency, manual rework, governance gaps, and limited visibility for leadership and non-technical stakeholders.
In my role as Senior Business Analyst, I analyzed the existing process, identified systemic breakdowns, and defined a standardized ServiceNow-based BTVR automation approach. The solution was designed, reviewed, and approved for phased implementation. Execution was halted due to enterprise-wide reductions in force.
This case study documents the finalized automation blueprint, analytical decisions, and enterprise-ready design completed prior to implementation.
Problem Statement
The existing BTVR process created persistent challenges across technical and non-technical teams:
Portfolio teams worked from different versions of the same template, leading to confusion and rework.
Scoring and prioritization were applied inconsistently, making comparisons unreliable.
Reviews and approvals moved through email without clear ownership or visibility.
Important planning information lived inside static documents instead of usable data.
Leaders lacked a single trusted view of enterprise roadmapping decisions.
As a result, time was spent reconciling documents rather than supporting informed planning conversations.
Objective
Define a standardized and automated BTVR process that supports all stakeholders by:
Creating consistency in how initiatives are captured, evaluated, and discussed.
Improving transparency across business, technology, and leadership teams.
Reducing manual effort and confusion for contributors and reviewers.
Establishing ServiceNow as a reliable system of record.
Enabling clear portfolio and enterprise-level insights.
Proposed Solution
Designed and Approved Pre-RIF
I defined the requirements and structure for a ServiceNow APM-based automation solution intended to replace document-driven BTVRs with a governed and repeatable process.
Core Components
Unified Intake Form
A single ServiceNow BTVR intake experience with required fields, validation, and conditional logic based on application type, portfolio context, and risk considerations.
Standardized Scoring Model
Consistent scoring requirements approved through governance to support fair comparison and prioritization across portfolios.
Guided Review Workflow
Clearly defined review and approval steps with routing, clarification loops, audit history, and service level expectations that are understandable to both technical and business participants.
Dashboards and Reporting
Portfolio and leadership views designed first to clarify what information decision makers need and ensure the intake process captures meaningful data.
Historical Data Strategy
Defined approach for mapping legacy BTVR content into structured ServiceNow fields to support trend analysis and future planning.
Governance Enforcement
Planned retirement of legacy templates and clear guidance on using ServiceNow as the single source of truth for roadmapping.
Key Analysis and Decision Areas
This effort required careful analysis and cross-stakeholder alignment. Key areas of focus included:
Identifying root causes of template inconsistency and data quality issues.
Defining standardized data elements and scoring rules.
Balancing governance needs with usability for everyday contributors.
Clarifying workflow ownership and review expectations.
Sequencing delivery to reduce disruption and support adoption.
A detailed decision log is included as a separate portfolio artifact.
Delivery Strategy
To reduce risk and support organizational readiness, the solution was designed for phased delivery:
Standardized Intake and Scoring
Establish consistent forms and evaluation criteria
Workflow Automation and Dashboards
Implement guided review processes and leadership visibility
Historical Data Migration and Reporting Enhancements
Integrate legacy data and enable trend analysis
This approach allowed feedback incorporation while maintaining clarity and stability.
Planned Outcomes and Value
Although implementation was paused, the defined solution would have delivered the following outcomes:
Reduced Confusion
Eliminated rework across portfolios through standardization
Improved Trust
Enhanced confidence in prioritization discussions
Shortened Cycles
Accelerated review processes through clearer workflows
Increased Visibility
Better insights for leadership and non-technical stakeholders
Scalable Foundation
Created reusable framework for enterprise planning
Final Takeaway
This case study reflects senior Business Analyst leadership focused on clarity, consistency, and stakeholder alignment. The work translated a fragmented document-based process into a structured ServiceNow automation blueprint that supports informed decision-making across the enterprise.
While enterprise RIFs prevented deployment, the analysis, design, and governance foundations remain applicable to large-scale automation and planning initiatives.