Resource Management (Next

Experience)
Process Guide

Yokohama Release

Updated: April 2025

Asset number: 0004060

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registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the
respective companies with which they are associated.
Table of Contents

Resource Management................................................................................................................ 4
Introduction.......................................................................................................................... 4
Overview.............................................................................................................................. 4
Process Description.............................................................................................................. 5
Process Goal......................................................................................................................... 5
Process Objectives............................................................................................................... 5
Relationships With Other Processes.....................................................................................5
Principles and Basic Concepts..................................................................................................... 6
Definitions............................................................................................................................ 6
Policies................................................................................................................................. 7
States................................................................................................................................... 7
1. Pending:....................................................................................................................... 7
2. Approved:..................................................................................................................... 7
3. Unapproved:................................................................................................................. 7
4. Unassigned................................................................................................................... 7
Process Roles.............................................................................................................................. 9
RACI Matrix................................................................................................................................ 10
Resource Management.............................................................................................................. 12
Process Overview............................................................................................................... 12
Create and Submit Resource Assignment..........................................................................14
Fulfill Resource Request..................................................................................................... 19
Maintain Resource Assignments......................................................................................... 23
Operational Resource Assignment......................................................................................28
Define Operational Resource Assignment..........................................................................28
Resource Management Workspace........................................................................................... 29
Note:.................................................................................................................................. 34
Resource Reports...................................................................................................................... 35
Appendix A: Document Conventions.........................................................................................36
2

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Appendix B: Additional Resources............................................................................................. 37
Appendix C: Resource Management Walkthrough.....................................................................38
Creating and Submit a Resource Assignment.....................................................................38
Fulfill Resource Request..................................................................................................... 41
Maintain Resource Assignment.......................................................................................... 44
Appendix D: Capacity planning in Strategic Planning/Portfolio Planning Workspaces................46
Capacity Planning............................................................................................................... 46
Appendix E: Adding Custom Planning Attributes in ServiceNow Resource Management...........47
Introduction........................................................................................................................ 47
Considerations.................................................................................................................... 47
Instructions........................................................................................................................ 47
Create Planning Attribute Record.......................................................................................47
Add Reference Field to Resource/Capacity Tables..............................................................48
Modify the Resource Assignment form...............................................................................48
Modify the Project Workspace and RM Workspace list views..............................................48
Modify the Project Workspace and RM Workspace column configuration...........................49

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Resource Management
Introduction
The Resource Management process is used to forecast and track the demand for and supply of
human resources within an organization.
The concepts described in this guide are used as a baseline for successful Resource
Management (RM) within the ServiceNow Strategic Portfolio Management product. This guide
does not contain specific instructions for every RM scenario. Instead, it seeks to define a
procedural mechanism that organizations can utilize as a starting point for refining their
resource management process. This guide is aligned with out-of-the-box (OOTB) functionality.

Overview
The Resource Management process manages the demand for (load placed on an organization
by various work items) and supply of (capacity constraints in an organization) resources.
Resource management enables resource requesters, such as project managers, demand
managers, and change managers, to create resource assignments, request resources, and
analyze demand, availability, and utilization.
The Resource Management process can be used for the following purposes:
 Defining resource availability schedules
 Creating resource assignments which specify specific needs for group, role, skill or user
resources. These plans are done at the demand, project, epic or itemized task (project task,
operational task, etc.) level
 Verify resource availability and make changes to resource assignments before requesting
resources.
 Maintaining a work calendar to ensure that any non-working time, such as vacations or
holidays, is visible to their resource manager
 Viewing availability, existing assignments, and utilization for the requested resources and
making assignments based on resource availability
 Performing what-if analysis by changing resource assignments dates, resources, and
requested hours to analyze the resource utilization and capacity

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Process Description
The Resource Management process tracks resource assignments, resource availability,
utilization and capacity planning.
A resource requester is required to forecast their resource requirements by creating and
working with the Resource Manager to maintain resource assignments across projects,
demand, epics or any other operational work. Once complete, the resource requester can
submit their resource assignments for approval to the designated resource manager(s). The
requests then go through a negotiation stage, where off-system negotiations occur between
the requester and the resource manager. The resource manager can then assign named
resources and approve the request(s) or unapproved the request(s). If approved, the resource
requester can assign the task(s) to the resource(s) and track it to completion.

Process Goal
The primary goal of the Resource Management process is to ensure that the best possible
decisions on resourcing of organizational demands can be made by providing accurate
information on resource demand and capacity.

Process Objectives
The objectives of the resource management process are to:
 Ensure that human resources are deployed as efficiently and effectively as possible
 Provide a single source of truth that both resource requesters and resource managers can
use as guidance when making and approving resource requests
 To provide a forecast on the volume and type of resources required to execute the
organization’s portfolio of work
 To ensure that the most appropriately skilled resources are assigned to complete the work
requested
 Provide Resource Managers visibility on what their resources are working on now and what
they are planning to be working on in the future
 Assess the resource capacity and review existing allocations, which will help to make
informed decisions while working on assigning resources

Relationships With Other Processes

Process Relation Description Input Output

Resource requirements identified from within a

Demand. Upon creation, the resource
X
Demand assignments are copied to the
Management project/enhancement/request.

Notification of the resource assignment approval. X

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 Resource planning, resource assignment
updates, and resource requirements identified X
Project
within a Project.
Management
Notification of the resource assignment approval. X

Resource requirements and resource assignment

updates identified during portfolio planning
Portfolio activities.
X
Planning Use the Capacity Planning screen to view
detailed information about the resource capacity
mapping to a portfolio.

Provision of CI-related cost information to enable

Cost calculation of resource costs and display them in
X
Management Strategic Planning Workspace/Resource
Management Workspace.

Change Resource assignment updates resultant from the

X
Management approval of a requested Change.

Timecards refer to the Resource Assignments

Timecard they correspond to. Useful for tracking the
X X
Management accuracy of and providing feedback around
resource estimates.

Principles and Basic Concepts

Definitions
The following definitions are used –
 Resource Availability: the time a resource is committable, operable, and useable upon a
demand
 Ready to Review: a list to confirm if a resource assignment is ready for a Resource
manager's review for allocation.
 Resource Capacity: the quantity and quality of resources availability
 Resource Demand: the desire for an available resource with the appropriate skill and
capacity.
 Resource Calendar: used to reflect working hours, holidays, vacations, and other committed
time for a resource
 Pending: the Resource status to indicate that the resource assignment needs to evaluated,
usually indicates that a named resource has not been assigned as of yet.
6

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 Approved: a named resource has been added, their availability has been confirmed to fit the
schedule and the resource assignment may be moved to Approved.
 Unapproved: this indicates there is an issue with the resource assignment (i.e. the resource
requested is not available, there are conflicts, etc). The resource assignment then goes back
to the resource requestor to make the appropriate changes in order to resubmit or cancel.
 Person days: Hours are calculated as Total number of person-days * Average Daily FTE
Hours/Hours Per Person Day. For example, the Average Daily FTE Hours/Hours Per Person
Day is eight hrs. For a group, and you specify the person-days as 3. Then planned hours = 8
* 3 = 24 hours
 FTE: An equivalent value that represents full-time work. When the request type is FTE,
planned hours are calculated as Average Daily FTE * number of working days in resource
assignment * the FTE value. The average daily FTE hours are specified in User and Group
records. If no value is set at the User or Group record, the average daily FTE hours are taken
from the Default Average Daily FTE property
 The number of working days is calculated based on the users’ schedule for a user resource
or the default schedule for group resources. The default schedule is taken from the Default
Schedule Name property

Policies
Resource management policies are required to guide all staff in the behaviors needed to make
resource management effective.
Policy statements will be very dependent on the culture of the organization. Here are some
examples:
 All resource requests must come through or be formalized using the Resource Management
system
 Resource requesters must not specify a unique resource by name when making resource
requests
 Resource managers must respond to requests for their resources promptly
 Resource requesters must ensure that their requests are kept up to date and as closely as
possible reflect the actual demand for resources as it is currently understood

States
Resource Assignments are tracked throughout their lifecycle (see State Description section
below) to support ease of handling and reporting. In ServiceNow, the state of a Resource
Assignment relates to the overall request lifecycle and helps determine the next step in the
process. The state is a read-only field, and the value will be changed based on the decisions of
the requester and approver.
1. Pending: The Resource status to indicate that the resource assignment needs to be
evaluated, usually indicates that a named resource has not been assigned as of yet.
2. Approved: A named resource has been added, their availability has been confirmed to fit
the schedule and the resource assignment may be moved to Approved.
7

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3. Unapproved: This indicates there is an issue with the resource assignment (i.e. the
resource requested is not available, there are conflicts, etc). The resource assignment then
goes back to the resource requestor to make the appropriate changes in order to resubmit
or cancel.
4. Unassigned: No named resource has been added to the resource assignment.

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The requester can request a change when a resource requester wants to change a submitted
plan for review (in the Requested or Confirmed state but not yet allocated). If approved and
actioned, the plan then moves back to the Planning state.

Resource assignment state

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Process Roles
Each role is assigned to perform specific tasks within the process. There can be more than one
individual associated with a specific role within the process. Additionally, a single individual can
assume more than one role within the process, though typically not at the same time.
Depending on the structure and maturity of a process, all roles described may not exist in
every organization.

Role Description

An RM process owner is a stakeholder with the ability and

authority to ensure the RM process is rolled out and used correctly
and consistently across the organization.
Responsible for:
 Defining the overall mission of the process
Resource
Management Process  Establishing and communicating the RM process mission, goals, and
objectives to all stakeholders
Owner
 Resolving any cross-functional (departmental) issues
 Ensuring consistent project tasks within the execution of the process
across the organization
 Reporting on the effectiveness of the process to senior management
 Initiating any process improvement initiatives

Resource managers ensure the efficient and effective deployment

of an organization's resources, as needed. Resources include
financial resources, inventory, human skills, production resources,
or information technology.
Responsible for:
 Timely response to resource requests
Resource Manager  Ensuring that available resources are used efficiently to complete the
project, project tasks, operational task, epic or story within specified
deadlines
 Tracking supply of resources
 Maintaining the resource demand forecast
 Approving resources to resource requests
 Tracking resource utilization

Resource Requester Resource requesters are responsible for working with Resource
Managers to plan and assign resources to their requests.

10

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 Role Description

Responsible for:
 Creation and maintenance of resource assignments
 Submission of resource assignments
 Negotiation of resources with respective resource managers
 Assignment of approved resources to tasks
 Ensuring that not fully utilized resources are released for use on other
work items

Resources are the individuals both being requested via this

process.
Resource
Responsible for:
 Ensuring that their availability for work is kept up to date

RACI Matrix
Roles and responsibilities are assigned to specific process activities.
Requester
Resource

Resource

Manager

Manager

Manager

Manager

Portfolio
Demand

Planner
Change
ID Activities Project

Create and Submit

RSM 1.0
Resource Assignments

Confirm Resource
RSM 1.1 A/R C C C
Requirements

Select Required Resource

RSM 1.2 A/R
Group

RSM 1.3 Select Named Resource A/R

Select Group Member

RSM 1.4 A/R
Preference

Create Resource
RSM 1.5 A/R
Assignments

11

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respective companies with which they are associated.
 Requester
Resource

Resource

Manager

Manager

Manager

Manager

Portfolio
Demand

Planner
Change
Project
ID Activities

Update Resource
RSM 1.6 A/R
Assignments

Submit Resource
RSM 1.7 A/R C C C
Assignments for Review

RSM 2.0 Fulfill Resource Request

Confirm Resource
RSM 2.1 A/R
Availability

Unapproved Resource
RSM 2.2 C A/R
Assignment

RSM 2.3 Assign Resources C A/R

RSM 2.4 Approve Resources A/R

Communicate Resource
RSM 2.5 C A/R I I I I
Request Outcome

Maintain Resource
RSM 3.0
Assignments

Identify Re-planning
RSM 3.1 A/R C C
Requirements

Review Resource
RSM 3.2 C A/R C C
Assignments

RSM 3.3 Delete Unused Allocations A/R

Update Resource
RSM 3.4 A/R
Assignments

Delete Resource
RSM 3.5 A/R
Assignments

Monitor Resource
RSM 3.6 A/R
Assignments

12

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 Requester
Resource

Resource

Manager

Manager

Manager

Manager

Portfolio
Demand

Planner
Change
Project
ID Activities

R: Responsible, A: Accountable C: Consulted, I: Informed

Resource Management
Process Overview

Resource management - process overview

Resource
ID Tasks Description
Stage

RSM 1.0 Create and Unassigned  Resource requesters create resource assignments

13

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 Resource
ID Tasks Description
Stage

for the types of resources required to complete

the work
 Resource requesters ensure their request is
complete and correct
Submit
Resource Pending  If an existing resource assignment requires
modifying, the requester can adjust their resource
Assignments
assignments before re-submitting
 The resource requester formally submits their
resource assignments for review and approval by
the relevant resource managers

 Resource manager receives the request

 Resource manager compares the resource
assignments vs. the current resource availability
alongside competing work items for their
resources
Unassigned
 Resource manager and the requester can
Fulfill Approved negotiate and adjust the request
RSM 2.0 Resource
Unapproved  A decision on how to proceed with the request is
Request made
Pending
 Resource managers can assign/approve the
request
 Resource managers can unapprove the request
 Resource Manager communicates fulfillment
actions to impacted parties

RSM 3.0 Maintain Completed  Resource Requester reviews their resource

Resource assignment and identifies re-planning activities
Canceled
Assignments  Resource Manager reviews assignments based on
feedback from resource assignments stakeholders
and determines Resource Assignments impact
 Resource request is completed once End Date has
been reached
 Resource request is canceled with the following
conditions:
o if the resources are no longer
requiredand there is not actuals
against the assignment, it can be
deleted
o If actuals have been reported against
the assignment, “0” oput all futrue
hours through the Resource

14

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respective companies with which they are associated.
 Resource
ID Tasks Description
Stage

Management Workspace

Create and Submit Resource Assignment

Create & submit resource assignment

ID Task Primary Description Input Output

Role

Link from Project  Project Resource

Management Requirements
operational
process to create
a project resource
assignment

Link from  Demand

Enhance Resource
Requirements
Demand (DMD
2.0) process to
create a demand
resource
assignment

15

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respective companies with which they are associated.
 ID Task Primary Description Input Output
Role

RS Confirm Resource Confirm resource  Project  Resource

M Resource Requeste requirements Management Requirements
Resource
1.1 Requireme r within a project,
Requirements
nts demand,
enhancement,  Demand
Management
epic, story or Resource
change. Requirements
Depending on the  Change
requirement, Management
choose to request Resource
a specifically Requirements
skilled named  Agile
resource or one or Development
more resources Resource
Requirements
from a group (e.g.,
Analysts).

RS Select Resource If a resource is  Resource  Resource

M Required Requeste required from a Requirements Group
1.2 Resource r group of
Group resources, specify
the specific group.
For example, the
Resource
Assignment may
require anyone
who has Analyst
skills - in this
instance, establish
that some/all
resources are
needed from the
‘Analyst’ group.

RS Select Resource Resource groups  Resource Group  Group Member

M Group Requeste can be structured Preference
1.3 Member r as both functional
Preference and matrix
structures.
Identify which
group members

16

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 ID Task Primary Description Input Output
Role

are required.
An example of a
function would be
‘Analysts’, from
which the
requester may
need one
member.
An example of
matrix structure
could be ‘Agile
Pod 1’, where all
members must
complete a piece
of work.

RS Determine Resource Determine specific  Named  Named

M Effort Requeste effort type, e.g. Resources Resources
1.4 r fte, hours, or  Resource Group
person days. The  Role
option selected
 Skill
determines how
the resource(s)
effort is calculated
for the resource
assignment.
Regardless of the
selection, in the
background, it is
all broken down to
hours.

RS Create Resource Based on the  Resource  Resource

M Resource Requeste inputs determined Requirements Assignment
1. 5 Assignment r in RSM 1.1 to RSM  Named
1.6, create the Resources
initial version of  Resource Group
the Resource  Group Member
Assignment. When Preference
appropriate,  Effort
assign costs to
17

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respective companies with which they are associated.
 ID Task Primary Description Input Output
Role

elements of the  Cost Information

Resource
Assignment.

Link from  Confirmed

Maintain Resource
Requirements
Resource
Assignments
(RSM 3.0) to
update an existing
Resource
Assignment for re-
submission
following re-
planning activities

Link from Change  Change Request

Management
operational
process to update
an existing
Resource
Assignment based
on the
requirements of
an approved
Change Request

Link from Project  Project Resource

Management Requirements
operational
process to update
an existing
Resource
Assignment based
on changes to a
project scope

RS Update Resource For new Resource  Project Resource  Resource

M Resource Requeste Assignments, Requirements Assignment
[Updated]
1.6 Assignment r continue to work  Re-planning
on the resource Information

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 ID Task Primary Description Input Output
Role

assignment until  Change Request

the request is
finalized.
For existing
Resource
Assignments,
perform required
updates based on
inputs from
Change/Project
Management
stakeholders and
feedback from the
Resource
Manager.
Based on the
modifications
made to the
resource
assignment, the
requested
allocations are
automatically
updated by
ServiceNow.

RS Submit Resource Following the  Resource  Resource

M Resource Requeste finalization of the Assignment Assignment
[Finalized]
1.7 Assignment r resource
for Review assignment,
submit the
assignment to the
applicable
resource manager
of the resource(s)
being requested.
Once requested,
the resource
assignment is
locked for editing
by the resource
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 ID Task Primary Description Input Output
Role

requester.

Link to Fulfil  Resource

Resource Assignment
Request (RSM
2.0) so that the
Resource Manager
can review the
Resource
Assignment

Fulfill Resource Request

Fulfill resource request

Primary
ID Tasks Description Input Output
Role

Link from Create  Resource

and Submit Assignment
20

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respective companies with which they are associated.
 Primary
ID Tasks Description Input Output
Role

Resource
Assignments (RSM
1.0) so that the
 Requested
Resource Manager
Effort
to review the
Resource
Assignment

Receive notification
from either the
Resource Requester
or by viewing the
resource
assignments
awaiting approval.
This can be done
through the
requested module or
the Resource
Management
Workspace, both
available in the
Resource  Resource
RS Confirm Assignment  Reviewed
Resource application. See
M Resource Resource
Manager Section 4 –  Requested Assignment
2.1 Availability
Effort
Resource
Management
Workspace for
more information.
View the resource
assignment to view
the resource(s) and
quantity being
requested. Weigh up
the request against
the capacity of the
resources they
manage and other
competing demands.

RS Reject Resource If no resources are  Reviewed  Unapproved

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 Primary
ID Tasks Description Input Output
Role

available to meet Resource Resource

the requester’s Assignment Assignment
requirements, the
M Resource
Manager resource manager
2.2 Assignment
can unapprove the
resource
assignment.

If resources are
RS  Reviewed
Assign Resource available, assign the  Resource
M Resource
Resources Manager appropriate Assignments
2.3 Assignment
resource(s).

Link from Portfolio

Planning
operational process
because resources  Resource
Automated
associated with a Assignment
Resource
Assignment require
approval

Link from Project

Management
operational process
because resources  Resource
Automated
associated with a Assignment
Resource
Assignment require
approval

RS Confirm Resource If there are  Resource  Booked

M Resources Manager resources available Assignment Resources
2.4 to meet the
requester’s needs,
but the work is in
the future or not
finalized, the
Resource
Assignment maybe
Pending, Assigned or

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 Primary
ID Tasks Description Input Output
Role

Approved.
Pending, leaves the
request in a review
state where the
Resource
Manager/Requestor
will need to continue
to monitor it for
future changes.
Assigned, will put a
Named Resource
towards the request
but it is not
Approved yet.
Approved, will mean
that the request has
received a Named
Resource(s) and has
been approved to
move forward.

When appropriate,  Named

communicate the Resource(s)
Communicat result of the  Approved
RS  Resource
e Resource Resource Resource Resource
M Assignment
Request Manager Assignment Request Assignment
2.5 Status
Outcome to the Requester and  Unapproved
impacted Resource
stakeholders. Assignment

Link to Assess
Demand (DMD
3.0) process to
notify resources  Resource
allocated to the Assignment
Resource Status
Assignment
associated with the
Demand.

23

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respective companies with which they are associated.
 Primary
ID Tasks Description Input Output
Role

Link to the Project

Management
operational
process to notify  Resource
resources allocated Assignment
to the Resource Status
Assignment
associated with a
Project.

Link to Portfolio
Planning
operational process
to notify resources  Resource
allocated to the Assignment
Resource Status
Assignment
associated with a
Portfolio Plan.

Link to Agile
Development
operational process
to notify resources  Resource
allocated to the Assignment
Resource Status
Assignment
associated with a
Agile Work Item.

Link to Change
Management
operational process
to notify resources  Resource
allocated to the Assignment
Resource Status
Assignment
associated with a
Change Request.

Maintain Resource Assignments

24

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respective companies with which they are associated.
 Maintain resource assignments

Primary
ID Tasks Description Input Output
Role

Event Triggers to  New Resourcing

review existing Requirements
Resource
Assignments. This
may be resultant
from a Project

25

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respective companies with which they are associated.
 Primary
ID Tasks Description Input Output
Role

Review meeting or
analysis of financial
reports

Determine if any
resource re-
planning is
required. For
example, if a piece
Identify Re- of work has been
RS Resource  Confirmed
planning delayed and the  New Resourcing
M Requeste Resource
Requireme resource timeframe Requirements
3.1 r Requirements
nts has changed,
initiate an
extension to a
resource
assignment in the
approved state.

Link to Create and

Submit Resource
Assignments
(RSM 1.0) to
update an existing  Confirmed
Resource
Resource Requirements
Assignment for re-
submission
following re-
planning activities

Based on new
resourcing
 Named
Confirm requirements, verify
RS Resource Resource(s)
Approved that the Resource  New Resourcing
M Requeste  Approved
Resource Assignment has Requirements
3.2 r Resource
Assignment received the Named Assignment
Resource and is in
an Approved state

Event Triggers to  New Resourcing

review existing Requirements
Resource
26

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registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the
respective companies with which they are associated.
 Primary
ID Tasks Description Input Output
Role

Assignments based
on inputs from
impacted
stakeholders such
as Project
Managers. These
triggers include
situations when
resources require
assigning to
multiple projects,
increased project
scope requiring
movement of
resources from
different Resource
Assignments

Review existing
Resource  Resource
Assignment
Assignment and,
Requires
based on the event Completing
trigger, determine
 Resource
the required next Assignment
steps as follows: Requires
Updating
5. Complete
Resource  Resource
Assignment and Assignment
RS Review requires a
Resource delete unused
M Resource allocations resource
Manager swap or
3.3 Assignment
6. Update Resource allocation
Assignment shift
(includes Shifting  Resource
Allocations & Assignment
Replacing Requires
Resources) Cancelling
7. Cancel Resource  Resource
Assignment Assignment
Requires
8. Delete Resource Deleting
Assignment

27

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respective companies with which they are associated.
 Primary
ID Tasks Description Input Output
Role

Before marking a
resource
assignment as
complete, consult
with the resource
requester before
deleting any unused  Resource
RS Delete  Unused
Resource allocations. If the Assignment
M Unused Allocations
Manager resource Requires
3.4 Allocations Deleted
assignment is Completing
completed with
unused allocations,
these will remain
unused and cannot
be utilized
elsewhere.

RS Update Resource If required, make  Resource  Resource

M Resource Manager changes directly to Assignment Assignment
Requires Updated
3.5 Assignment the resource
Updating
Allocations assignment. This  Resource
may result from a  Resource Allocations
Assignment Updated
conversation requires a
between the resource swap
resource manager or effort shift
and requester
where it is quicker
and simpler for the
resource manager
to adjust the
request. Updating
the Resource
Assignment will
move the state
back to Pending,
requiring the
Resource
Assignment to be
Approved again.
If a new resource
needs to replace an
28

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respective companies with which they are associated.
 Primary
ID Tasks Description Input Output
Role

allocated resource,
use the “Reassign
Work” option in
Figure 39.1
If Resource
Allocations needs to
be shifted in the
event of a project
delay, there are two
options:
a. Change the
End Date on
the Resource
Assignment
(note: the
dates must
still be
within the
start and
end dates of
the work
item)
b. Create a
new
Resource
Assignment
to account
for the extra
needed
effort

RS Delete Resource Perform actions to  Resource  Resource

M Resource Manager delete the Resource Assignment Assignment
Requires Deleted
3.6 Assignment Assignment if no
Deleting
longer required.
Note: this should
only be done for
Resource
Assignments that
contain no actuals
29

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respective companies with which they are associated.
 Primary
ID Tasks Description Input Output
Role

against it

If requested
resources are no
longer needed, the
resource manager
can cancel an
assignment.
RS Cancel  Resource
Resource When a resource Assignment
 Resource
M Resource assignment is Assignment
Manager Requires
3.7 Assignment canceled, all future Cancelled
Cancelling
allocations related
to it needed to be
set to “0” via the
Resource
Management
Workspace.

Once all associated

tasks and projects
related to the
RS Complete resource  Unused  Resource
Resource
M Resource assignment are Allocations Assignment
Manager Deleted Completed
3.8 Assignment completed or
canceled, and all
unused allocations
are to be “0” out.

Operational Resource Assignment

An operational resource assignment is a way to keep aside a portion of the team’s capacity for
operational work. Typically, resource manager creates an operational resource assignment for
their team. Often these assignments are designed for a longer duration, such as one year, to
plan for operational work in advance.

Define Operational Resource Assignment

In an organization, resources spend some of their time on non-project-related activities. An
operational resource assignment should be created to plan for these activities in advance.
Examples of non-project work could be meetings, Training, KTLO activities, admin work etc.
30

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respective companies with which they are associated.
When To Create an Operational Resource Assignment?
Operational work capacity should be planned at the beginning of the year or quarter as a best
practice.

31

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respective companies with which they are associated.
Resource Management Workspace
The Resource Management Workspace helps Resource Managers have a centralized view of
all work across all resources.
A resource manager can use the Resource Management Workspace for:
 Persistent card view – Create focused view to view and work on resource allocations
 Resource allocation view – Breakdown view of resource allocations at weekly or
monthly level
 Allocate the unassigned work – Filter the unassigned tasks to view and allocate
the work
 Approve work for resources – Move the assigned work status to Approved, Unapproved,
or Pending to allocate the prioritized work
 Heatmap modals – Breakdown view of the assigned work and efforts

The resource manager creates allocation boards to group resources based on filters. The
allocation boards allow the resource manager to view and manage resource allocation to
specific investments; for example, the resource manager can create a board filtered by a
particular program to group the resources requested or allocated to projects and demands of
the program. Another example is that the resource manager creates an allocation board
filtered by a specific group to manage the requested or allocated resource for that group.
The allocation boards support the following filter types:
 Primary Group
 Primary Group Manager
 Primary Resource Role
 Primary Resource Skill
 User Manager
Based on the type selected, the resource manager defines the filter to use:
 Primary Group
o The resource manager selects the group to be used as a filter of the resource card

32
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registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the
respective companies with which they are associated.
 Primary Resource Group

 Primary Group Manager

o The resource manager selects the group manager to be used as a filter of the resource
card

Primary Resource Group manager

 Primary Resource Role

o The resource manager selects the resource role to be used as a filter of the resource
card

Primary Resource Role

 Primary Resource Skill

o The resource manager selects the resource skill to be used as a filter of the resource
card

33
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registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the
respective companies with which they are associated.
 Primary Resource Skill

 User Manager
o The resource manager selects the User>Manager to be used as a filter of the resource
card

User manager

The Resource Management Workspace homepage pages show all the Resource Cards created
by the resource manager.

34
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registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the
respective companies with which they are associated.
 Resource Cards

The Resource Management Workspace contains the following key components:

 Header – Various options for views:
o Timeline
o Status
o Unassigned tasks (toggle)
o Hours, FTE, or Person days view
o Week or Month view
o Export Option
o Delete Board
o Column Configuration
o Resource Section
o Unassigned Work Section

Resource Management Workspace header

 Resource grid – List of all resources and resource assignments associated, it also allows to
perform actions:
o Edit the row, change the state and month allocation amounts
35
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respective companies with which they are associated.
 o Unassign Work, if circumstances change and the assignment has not begun yet the
assigned resource maybe removed
o Reassign Work, replace individual resources in the Resource Assignment

Resource grid

 Unassigned Work – view of unassigned resource assignments, it allows to perform actions:

o Assign Work
o Can select multiple resources to split the work

Unassigned Work

36
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respective companies with which they are associated.
 Allocating Resources for a specific period

Note:
The creation of Resource Assignments must fall within the project/demand/work items.

37
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registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the
respective companies with which they are associated.
Resource Reports
Resource management reports provide resource requesters and resource managers with
resource allocation, availability, and utilization data.

For more information on the types of reports available in the Xanadu Release, please click
Here.

38
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registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the
respective companies with which they are associated.
Appendix A: Document Conventions
Symbol Description

Process starts or endpoint represents the starting and

ending point of the process.

Process activity or task presents an activity or task that

needs to be accomplished to produce a specific outcome.

A predefined external process or organization indicates a

contribution from an external process or organization.

Decision: indicates that a question needs to be answered to

identify the following activity or task in the process. The answers
are displayed on the different connectors attached to the
decision box. Every solution is linked to an associated activity or
task.

System action or function indicates that an action is being

performed as an output of the previous activity and input to the
next.

The off-page reference indicates a reference to another

diagram within the same process. The number of the referenced
diagram is shown in shape.

The on-page reference indicates a link to another activity

within the same diagram.

Association: indicates an association or a relation between the

connected processes, tasks, or activities. A dotted or dashed line
may represent it.

Sequence flow: shows the order in which the activities are

performed and represented by a solid line and arrowhead.

39
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registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the
respective companies with which they are associated.
Appendix B: Additional Resources
 Product Documentation
 ServiceNow Community: http://community.servicenow.com/
 ServiceNow Quick Start Guide for Resource Management
 Project Management Institute (PMI): http://www.pmi.org/

40
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registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the
respective companies with which they are associated.
Appendix C: Resource Management Walkthrough
Creating and Submit a Resource Assignment
1. Select a New from either a Demand, Project, or Work Item from the Resource
Assignment Related list within the record –

Or from the Demand or Project record, select the New from the Related list within the record –

2. Select if the resource request is for a group or user (specific individual) -

3. If the resource request is for a group –

41
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respective companies with which they are associated.
 Select the
required resource
group

4. If the resource request is for a user –

Select the
required named
resource

5. Fill in the remainder of the resource assignment based on the resourcing requirements and
click Save –

42
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respective companies with which they are associated.
 Fill in remaining fields such
as Role, Skill, Effort Type
and Effort, then click Save
on the resource assignment

43
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respective companies with which they are associated.
Fulfill Resource Request
1. The resource manager can confirm if resources are available for the request directly within
the Resource Management Workspace from the resource grid view. In this example, there
is a resource (Troy Mccoy) who shows as over-allocated but the remainder of the resources
appear to be not utilized at all –

2. If there are not enough resources to meet the request, the resource manager can
“Unapprove” the request directly from the workspace by editing the arrow Resource Status
field –

44
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respective companies with which they are associated.
3. If there are enough resources, the Resource Manager can assign the resource and then
mark the resource request as Approved –

4. If there is an Unassigned resource assignment it can be assigned directly from the

Unassigned Task section, click the ellipsis on the right hand side of the row and choose
“Assign Work” –

45
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respective companies with which they are associated.
5. When the “Assign Work” work pop-up appears, enter the resource(s) that will be assigned
to the Resource Assignment and then click the “Allocate” button –

Maintain Resource Assignment

1. If a resource assignment needs to be extended, the resource requester can change the
End date directly on the Resource Assignment record –

46
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respective companies with which they are associated.
 47
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registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the
respective companies with which they are associated.
2. A resource manager can edit the allocations directly inline –

Appendix D: Capacity planning in Strategic

Planning/Portfolio Planning Workspaces
Capacity Planning
The Capacity Planning screen provides portfolio managers a comprehensive view of capacity,
allocations, and utilization of resources.

 Analyzing the Capacity Planning screen, you can easily:

 View resource capacity for prioritized items in your portfolio.
 Understand the resource capacity needs and estimates across your organization by
using key attributes such as group, role, skill or any other resource attribute (i.e.
department, cost center, etc.).
 Effectively forecast the supply of resources and the demand of work in your portfolio.
 Understand and get an overview of the resource capacity allocations by using the color
indicators.
 Plan for resources with specific skills or roles for future assignments.
 View the resource allocation health instantly with the new intuitive user interface that
gives you a detailed breakdown of portfolio duration by month having over allocations.

48
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respective companies with which they are associated.
 49
© 2025 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or
registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the
respective companies with which they are associated.
Appendix E: Adding Custom Planning Attributes in
ServiceNow Resource Management
Introduction
 One of the key added values to the new ServiceNow Resource Management is the ability
to define new planning attributes to use for Resource and Capacity Management beyond
group, role and skill.
 Group, role and skill are still available as OOTB Planning Attributes

Considerations
 When setting up a custom planning attribute, the system starts by looking at the fields on
the Employee Profile record. Any field on that record can be used, or any field on a table
that is referenced from the Employee Profile Record, such as the User table. But more than
one dot-walk is not allowed. For example, the location field is on the user record, so it can
be used. However, the country field is referenced from the location table and is not
directly on the user record, which would require two hops of a dot-walk. So, the country
can’t be used as a planning attribute unless it was added directly to the Employee Profile
or User record.
 Use data that is in a reference table as a planning attribute
 After configuring a new planning attribute, if you are using Capacity Management, you will
have to recalculate capacity in the Strategic Planning Workspace for any impacted
resources
Instructions
Create Planning Attribute Record
1. From the Nav Menu, go to All->Strategic Planning and click on Planning
Attributes
2. Click on New
3. Populate the following information in the Planning Attribute Record
a. Attribute Type = Resource
b. Attrbute Name = <the name of your attribute>
c. If using the attrbute for Capacity Planning set Enable for Capacity Planning = true
d. Attribute Table = Employee Profile
e. Attribute Field = <set to the appropriate field> Note: this can be on the Employee
Profile table, or on a field one dot-walk away, such as a field on the User table

4. You will not be able to set the Planning Attribute to active yet
5. Click on Submit

50
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respective companies with which they are associated.
 51
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registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the
respective companies with which they are associated.
Add Reference Field to Resource/Capacity Tables
There are 3 tables (4 if using Capacity Management) that need to have a field added to
provide a reference point for your planning attribute on that table.
 Resource plan (resource_plan)
 Resource Assignment (sn_plng_att_core_resource_assignment)
 Resource Allocation (resource_allocation)
 Attribute Aggregate Combination (sn_plng_att_core_cpaam_combination) – only
needed if using Capacity

1. As an admin add a reference field on each of the above tables. This field does not have
to appear on the form of these tables, but must exist as a column
2. Once added update the Planning Attribute record to identify that reference field in the
Planning attribute column configuration table

3. Once this has been done, you can set the active flag to true on your Planning Attribute
and click on Submit

Modify the Resource Assignment form

1. Open the Resource Assignment record in the Classic form view, and set the view to
Default
2. As an admin, using your preferred method, add your new Planning Attribute field to the
form and remove any that will not be used
3. Create a UI Policy that makes the new Planning Attribute field read-only when the
Assignment Type = group. Only the OOTB group planning attribute is used for group-
type resource assignments.
4. Switch to the View Operational work view, and add your new Planning Attribute field to
the form and remove any that will not be used

Modify the Project Workspace and RM Workspace list views

1. Go to a list of Resource Assignments
2. Switch to the Project Workspace View
3. Add your new Planning Attribute to the view and remove any planning attributes you
will not be using.
4. Switch to the Resource Manager view
5. Add your new Planning Attribute to the view and remove any planning attributes you
will not be using.
6. Switch to the Resource Unassigned View
7. Add your new Planning Attribute to the view and remove any planning attributes you
will not be using.

52
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respective companies with which they are associated.
Modify the Project Workspace and RM Workspace column configuration
1. Open a Project in the Project Workspace
2. Click on Column Configuration, and the Resource Plan tab
3. Confirm your new planning attribute field is selected

4. Open the Resource Management Workspace

5. Click on the Column Configuration Button
6. Click on Reset Columns
7. Confirm the column for your new Planning Attribute is selected
8.

53
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respective companies with which they are associated.
 9. Click on the Unassigned work tab
10. Click on Reset Columns
11. Confirm the column for your new Planning Attribute is selected

54
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registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the
respective companies with which they are associated.