Architectural Design Template

High-Level Design (HLD) Template

Comprehensive, generic High-Level Design template for ServiceNow module implementations. Use this template for ITSM, CMDB, HRSD, Asset Management, SOM, or any ServiceNow module.This template is flexible—you can adapt or skip sections that aren't relevant to your specific implementation.

Template Structure

This template covers 12 comprehensive sections with detailed subsections, providing a complete framework for documenting your ServiceNow implementation architecture.Note: All sections are optional—customize based on your project needs.

Section 1

Introduction

4 subsections

Purpose of the Document
Background / Business Context
In-Scope and Out-of-Scope
Assumptions & Dependencies
Section 2

Solution Overview

4 subsections

Solution Objectives
High-Level Process Flow
ServiceNow Role in the Ecosystem
Key Modules / Plugins Used
Section 3

Architecture Overview

4 subsections

System Landscape Diagram
Integration Overview
Integration Mechanisms
Security & Access Control Design
Section 4

Data Model & Master Data Design

4 subsections

Master Data Ownership and Source of Truth
Data Mapping (Entity-Level)
Catalog & Product Model Design
Order Decomposition & Fulfillment Data Flow
Section 5

Process Design

5 subsections

End-to-End Process Alignment
Core Process Capture & Validation
Process Orchestration & Workflow
Lifecycle Management
Exception Handling
Section 6

Integration Design

4 subsections

Integration Points
API Contracts & Data Flows
Error Handling & Logging
Real-Time vs Batch Updates
Section 7

UI / UX Design

3 subsections

Form and Page Layouts
Workspace Design
Dashboards / Reporting
Section 8

Security & Compliance

3 subsections

Role-Based Access Control (RBAC)
Data Segmentation / Multi-Tenancy
Audit & Compliance Requirements
Section 9

Non-Functional Design

3 subsections

Performance Considerations
Scalability & Availability
Monitoring & Logging
Section 10

Implementation Strategy

4 subsections

Environment Setup
Migration / Cutover Approach
Testing Strategy Overview
Deployment Approach
Section 11

Risks, Issues, and Mitigation

2 subsections

Identified Risks
Mitigation Strategies
Section 12

Appendices

3 subsections

Glossary of Terms
Reference Documents
Revision History

Template Content

Each section includes detailed templates, key points, and best practices to guide you through creating your High-Level Design document.

Section 1

Introduction

1.1 Purpose of the Document

Objective and scope of the High-Level Design (HLD) document.

Key Points:
  • Define the objectives and goals of the HLD
  • Establish the scope and boundaries of the solution
  • Identify target audience and stakeholders
  • Outline document structure and navigation
Template Structure:
Purpose of the Document

This High-Level Design (HLD) document provides a comprehensive overview of the [Module Name] implementation within ServiceNow. The document serves as a blueprint for the technical architecture, integration patterns, and solution design that will guide the implementation team...

1.2 Background / Business Context

Summary of business processes and current state assessment.

Key Points:
  • Describe current business challenges and pain points
  • Outline existing processes and workflows
  • Identify business drivers for the implementation
  • Document current state architecture and systems
Template Structure:
Background / Business Context

[Module Name] implementation addresses the following business needs:
• [Business Driver 1]: [Description]
• [Business Driver 2]: [Description]
• [Business Driver 3]: [Description]

Current State Overview:
• Existing systems: [List current systems]
• Current processes: ...

1.3 In-Scope and Out-of-Scope

Clearly define what is included and excluded from the implementation.

Key Points:
  • List all in-scope capabilities and modules
  • Define out-of-scope items with clear rationale
  • Identify future phase considerations
  • Document scope boundaries and assumptions
Template Structure:
In-Scope and Out-of-Scope

In-Scope Capabilities:
• [Capability 1]: [Description]
• [Capability 2]: [Description]
• [Capability 3]: [Description]
• Integration with: [List systems/modules]

Out-of-Scope Items:
• [Excluded Item 1]: [Rationale]
• [Excluded Item 2]: [Rationale]
• [Excluded Item 3]: [Ra...

1.4 Assumptions & Dependencies

Document key assumptions, dependencies, and prerequisites.

Key Points:
  • List technical assumptions and prerequisites
  • Identify system dependencies and integrations
  • Document resource and timeline assumptions
  • Outline data availability and quality assumptions
Template Structure:
Assumptions & Dependencies

Assumptions:
• Technical Assumptions:
  - [Assumption 1]: [Description]
  - [Assumption 2]: [Description]
• Business Assumptions:
  - [Assumption 1]: [Description]
  - [Assumption 2]: [Description]
• Data Assumptions:
  - [Assumption 1]: [Description]
  - [Assumption 2]: ...
Section 2

Solution Overview

2.1 Solution Objectives

Define what the solution aims to achieve.

Key Points:
  • Establish clear solution goals and success criteria
  • Align objectives with business outcomes
  • Define key performance indicators (KPIs)
  • Document expected benefits and ROI
Template Structure:
Solution Objectives

Primary Objectives:
• [Objective 1]: [Description and success criteria]
• [Objective 2]: [Description and success criteria]
• [Objective 3]: [Description and success criteria]

Key Success Metrics:
• [Metric 1]: [Target value and measurement approach]
• [Metric 2]: [Target value...

2.2 High-Level Process Flow

End-to-end business flow from initiation to completion.

Key Points:
  • Document end-to-end process workflow
  • Identify key process stages and decision points
  • Map process interactions and handoffs
  • Define process triggers and outcomes
Template Structure:
High-Level Process Flow

Process Overview:
[Describe the end-to-end process flow, e.g., Request → Approval → Fulfillment → Completion]

Process Stages:
1. [Stage 1]: [Description, triggers, and outcomes]
2. [Stage 2]: [Description, triggers, and outcomes]
3. [Stage 3]: [Description, triggers, and ou...

2.3 ServiceNow Role in the Ecosystem

Define whether ServiceNow is master or consumer of data.

Key Points:
  • Identify data ownership models
  • Define master data sources
  • Document data synchronization patterns
  • Establish data governance approach
Template Structure:
ServiceNow Role in the Ecosystem

Data Ownership Model:
• Master Data: [Entity types where ServiceNow is master]
• Consumer Data: [Entity types where ServiceNow consumes from other systems]
• Shared Data: [Entity types with bidirectional sync]

Master Data Sources:
• [Entity Type 1]: Master in [Syst...

2.4 Key Modules / Plugins Used

List ServiceNow applications, plugins, and modules.

Key Points:
  • Document all required ServiceNow applications
  • List necessary plugins and their versions
  • Identify OOB modules and customizations
  • Define module activation sequence
Template Structure:
Key Modules / Plugins Used

ServiceNow Applications:
• [Application 1]: [Version, purpose, key features]
• [Application 2]: [Version, purpose, key features]
• [Application 3]: [Version, purpose, key features]

Required Plugins:
• [Plugin 1]: [Version, activation requirement]
• [Plugin 2]: [Version, ...
Section 3

Architecture Overview

3.1 System Landscape Diagram

Logical architecture showing all integrated systems.

Key Points:
  • Create system landscape diagram
  • Document all integrated systems and their roles
  • Identify data flow directions
  • Map communication protocols and interfaces
Template Structure:
System Landscape Diagram

Integrated Systems:
• [System 1]: [Role, integration type, data exchanged]
• [System 2]: [Role, integration type, data exchanged]
• [System 3]: [Role, integration type, data exchanged]

System Roles:
• Source Systems: [List systems that send data to ServiceNow]
• Target Sys...

3.2 Integration Overview

High-level integrations and data exchange patterns.

Key Points:
  • Document integration patterns (synchronous/asynchronous)
  • Define integration triggers and schedules
  • Map data transformation requirements
  • Identify error handling approaches
Template Structure:
Integration Overview

Integration Patterns:
• Synchronous Integrations:
  - [Integration 1]: [Real-time requirement, response time]
  - [Integration 2]: [Real-time requirement, response time]
• Asynchronous Integrations:
  - [Integration 1]: [Batch schedule, processing window]
  - [Integration 2]: [...

3.3 Integration Mechanisms

Technical mechanisms for integration (REST APIs, IntegrationHub, MID Server, etc.).

Key Points:
  • Document integration technologies and tools
  • Specify API types and protocols
  • Define middleware and transformation layers
  • Document integration authentication methods
Template Structure:
Integration Mechanisms

Integration Technologies:
• REST APIs: [List REST integrations, endpoints, methods]
• SOAP Web Services: [List SOAP integrations, WSDL locations]
• IntegrationHub: [List IntegrationHub flows and spokes]
• MID Server: [List MID Server-based integrations]
• Flow Designer: [List...

3.4 Security & Access Control Design

Roles, access model, encryption, and data protection.

Key Points:
  • Define role-based access control (RBAC) structure
  • Document security policies and encryption
  • Specify data protection mechanisms
  • Outline compliance and audit requirements
Template Structure:
Security & Access Control Design

Role-Based Access Control (RBAC):
• [Role 1]: [Permissions, access level, responsibilities]
• [Role 2]: [Permissions, access level, responsibilities]
• [Role 3]: [Permissions, access level, responsibilities]

Access Control Lists (ACLs):
• [Table/Object] Access: [Re...
Section 4

Data Model & Master Data Design

4.1 Master Data Ownership and Source of Truth

Define which system owns Customer, Product, Contact, Order data, etc.

Key Points:
  • Establish master data ownership for each entity
  • Define source of truth for critical data
  • Document data governance rules
  • Identify data synchronization requirements
Template Structure:
Master Data Ownership and Source of Truth

Entity Ownership Model:
• [Entity Type 1]: Master in [System Name], ServiceNow Role: [Consumer/Master/Shared]
• [Entity Type 2]: Master in [System Name], ServiceNow Role: [Consumer/Master/Shared]
• [Entity Type 3]: Master in ServiceNow, Other Systems: [Cons...

4.2 Data Mapping (Entity-Level)

Key entities and their relationships (Product, Quote, Order, Order Item, Account, Contact, etc.).

Key Points:
  • Document core data entities and their attributes
  • Define entity relationships and foreign keys
  • Map entity fields to source systems
  • Identify required vs optional fields
Template Structure:
Data Mapping (Entity-Level)

Core Entities:
• [Entity 1]: [Primary table, key fields, relationships]
• [Entity 2]: [Primary table, key fields, relationships]
• [Entity 3]: [Primary table, key fields, relationships]

Entity Relationships:
• [Entity 1] → [Entity 2]: [Relationship type, cardinality]
• ...

4.3 Catalog & Product Model Design

Product Hierarchies, Offerings, and attributes (if applicable).

Key Points:
  • Design product catalog structure and hierarchy
  • Define product categories and classifications
  • Specify product attributes and specifications
  • Document catalog management workflows
Template Structure:
Catalog & Product Model Design

Product Hierarchy:
• [Level 1 - Category]: [Description, examples]
• [Level 2 - Subcategory]: [Description, examples]
• [Level 3 - Product]: [Description, examples]
• [Level 4 - Offering]: [Description, examples]

Product Attributes:
• Standard Attributes: [List stand...

4.4 Order Decomposition & Fulfillment Data Flow

How parent orders decompose into sub-orders/tasks (if applicable).

Key Points:
  • Document order decomposition logic
  • Define fulfillment task creation rules
  • Map order-to-task relationships
  • Specify task assignment and routing logic
Template Structure:
Order Decomposition & Fulfillment Data Flow

Decomposition Logic:
• [Order Type 1]: Decomposes into [Task Types], [Decomposition Rules]
• [Order Type 2]: Decomposes into [Task Types], [Decomposition Rules]
• [Order Type 3]: Decomposes into [Task Types], [Decomposition Rules]

Task Creation Rules:
• ...
Section 5

Process Design

5.1 End-to-End Process Alignment

How different systems and processes interact (e.g., CRM and ServiceNow).

Key Points:
  • Map end-to-end process workflows
  • Document system interactions and handoffs
  • Define process synchronization points
  • Identify process automation opportunities
Template Structure:
End-to-End Process Alignment

Process Workflow:
[Stage 1 - System A] → [Integration Point] → [Stage 2 - ServiceNow] → [Integration Point] → [Stage 3 - System B]

System Interactions:
• [System A] → ServiceNow: [Trigger, data exchange, business logic]
• ServiceNow → [System B]: [Trigger, data exchang...

5.2 Core Process Capture & Validation

How core process elements are captured and validated (e.g., order lines and configurations).

Key Points:
  • Document data capture mechanisms
  • Define validation rules and business logic
  • Specify error handling and user feedback
  • Map approval workflows where applicable
Template Structure:
Core Process Capture & Validation

Data Capture:
• [Process Element 1]: [Capture method, UI form, required fields]
• [Process Element 2]: [Capture method, validation rules]
• [Process Element 3]: [Capture method, automation triggers]

Validation Rules:
• Field-Level Validation: [Validation rules per...

5.3 Process Orchestration & Workflow

Task generation, assignment, SLAs, and workflow automation.

Key Points:
  • Document workflow automation and orchestration
  • Define task creation and assignment logic
  • Specify SLA definitions and tracking
  • Map workflow decision points and routing
Template Structure:
Process Orchestration & Workflow

Workflow Automation:
• [Workflow 1]: [Trigger, automation steps, decision points]
• [Workflow 2]: [Trigger, automation steps, decision points]
• [Workflow 3]: [Trigger, automation steps, decision points]

Task Generation:
• Task Creation Rules: [Trigger conditions, ...

5.4 Lifecycle Management

Amendments, cancellations, status updates, and state transitions.

Key Points:
  • Document state machine and lifecycle stages
  • Define amendment and cancellation workflows
  • Specify status update rules and notifications
  • Map lifecycle event handling
Template Structure:
Lifecycle Management

Lifecycle Stages:
• [Stage 1]: [Entry conditions, state properties, exit conditions]
• [Stage 2]: [Entry conditions, state properties, exit conditions]
• [Stage 3]: [Entry conditions, state properties, exit conditions]

State Transitions:
• [State A] → [State B]: [Trigger, vali...

5.5 Exception Handling

Handling failed integrations, fulfillment errors, and business exceptions.

Key Points:
  • Define exception categories and handling strategies
  • Document error recovery procedures
  • Specify escalation and notification mechanisms
  • Map exception logging and monitoring
Template Structure:
Exception Handling

Exception Categories:
• Integration Failures: [Error types, handling approach, retry logic]
• Business Rule Violations: [Violation types, handling approach]
• Data Quality Issues: [Data issues, validation failures, handling]
• System Errors: [Error types, handling approach, escal...
Section 6

Integration Design

6.1 Integration Points

Specific integration points with source and target systems.

Key Points:
  • Document all integration endpoints
  • Specify integration direction and triggers
  • Define data exchange volumes and frequencies
  • Map integration authentication and security
Template Structure:
Integration Points

Outbound Integrations:
• ServiceNow → [System 1]: [Integration type, trigger, data payload, frequency]
• ServiceNow → [System 2]: [Integration type, trigger, data payload, frequency]
• ServiceNow → [System 3]: [Integration type, trigger, data payload, frequency]

Inbound Integrat...

6.2 API Contracts & Data Flows

High-level schemas and payload structures for integrations.

Key Points:
  • Document API contracts and interfaces
  • Define request/response schemas
  • Specify data transformation requirements
  • Map field mappings and data conversions
Template Structure:
API Contracts & Data Flows

API Contracts:
• [Integration 1]: [Endpoint URL, HTTP method, authentication]
  - Request Schema: [Key fields, data types, required fields]
  - Response Schema: [Key fields, data types, status codes]
  - Error Responses: [Error codes, error messages]
• [Integration 2]: [E...

6.3 Error Handling & Logging

Approach for failures, retries, and monitoring.

Key Points:
  • Define error handling strategies
  • Document retry logic and backoff strategies
  • Specify logging and monitoring requirements
  • Map error notification and escalation procedures
Template Structure:
Error Handling & Logging

Error Handling Strategies:
• Retry Logic: [Max retries, retry intervals, backoff strategy]
• Timeout Handling: [Timeout values, timeout actions]
• Dead Letter Queue: [Failed message handling, manual intervention]

Error Categories:
• Transient Errors: [Retry strategy, max a...

6.4 Real-Time vs Batch Updates

Which interfaces run in real-time and which are scheduled.

Key Points:
  • Categorize integrations by execution pattern
  • Define real-time integration requirements
  • Specify batch schedules and processing windows
  • Document hybrid approaches where applicable
Template Structure:
Real-Time vs Batch Updates

Real-Time Integrations:
• [Integration 1]: [Trigger event, processing time, SLA requirement]
• [Integration 2]: [Trigger event, processing time, SLA requirement]
• [Integration 3]: [Trigger event, processing time, SLA requirement]

Batch Integrations:
• [Integration 1]: [...
Section 7

UI / UX Design

7.1 Form and Page Layouts

Key form designs, workspaces, and user interface components.

Key Points:
  • Document key forms and field layouts
  • Define workspace configurations
  • Specify UI/UX best practices and standards
  • Map user personas to interface designs
Template Structure:
Form and Page Layouts

Key Forms:
• [Form 1]: [Purpose, key fields, layout structure, mandatory fields]
• [Form 2]: [Purpose, key fields, layout structure, mandatory fields]
• [Form 3]: [Purpose, key fields, layout structure, mandatory fields]

Form Layouts:
• Field Organization: [Grouping, sections...

7.2 Workspace Design

Agent workspace configuration and user experience.

Key Points:
  • Design workspace layouts for different user roles
  • Define workspace widgets and components
  • Specify workspace personalization options
  • Map workspace to user workflows
Template Structure:
Workspace Design

Workspace Configurations:
• [Role 1] Workspace: [Layout, widgets, key functions, workflow support]
• [Role 2] Workspace: [Layout, widgets, key functions, workflow support]
• [Role 3] Workspace: [Layout, widgets, key functions, workflow support]

Workspace Widgets:
• [Widget 1]: [Pu...

7.3 Dashboards / Reporting

KPIs, dashboards, and reporting requirements.

Key Points:
  • Define key performance indicators (KPIs)
  • Design executive and operational dashboards
  • Specify reporting requirements and schedules
  • Map dashboard widgets and data sources
Template Structure:
Dashboards / Reporting

Key Performance Indicators (KPIs):
• [KPI 1]: [Metric definition, calculation, target value, frequency]
• [KPI 2]: [Metric definition, calculation, target value, frequency]
• [KPI 3]: [Metric definition, calculation, target value, frequency]

Executive Dashboards:
• [Dashboar...
Section 8

Security & Compliance

8.1 Role-Based Access Control (RBAC)

Define roles like Admin, User, Manager, etc., and their permissions.

Key Points:
  • Document all roles and their responsibilities
  • Define role hierarchies and inheritance
  • Specify table and field-level permissions
  • Map roles to business functions
Template Structure:
Role-Based Access Control (RBAC)

Role Definitions:
• [Role 1]: [Purpose, responsibilities, access level, table permissions]
• [Role 2]: [Purpose, responsibilities, access level, table permissions]
• [Role 3]: [Purpose, responsibilities, access level, table permissions]

Role Hierarchies:
• [Parent ...

8.2 Data Segmentation / Multi-Tenancy

Access to customer-specific or organization-specific data.

Key Points:
  • Define data segmentation strategy
  • Document multi-tenancy approach (if applicable)
  • Specify data isolation mechanisms
  • Map segmentation to access control
Template Structure:
Data Segmentation / Multi-Tenancy

Segmentation Strategy:
• Segmentation Model: [Organization-based, Customer-based, etc.]
• Segmentation Field: [Field used for segmentation, e.g., Company, Customer]
• Cross-Segment Access: [Rules for cross-segment data access]

Multi-Tenancy (if applicable):
• Tena...

8.3 Audit & Compliance Requirements

Tracking changes, approvals, and compliance reporting.

Key Points:
  • Define audit trail requirements
  • Document compliance frameworks and requirements
  • Specify change tracking and approval workflows
  • Map compliance reporting needs
Template Structure:
Audit & Compliance Requirements

Audit Trail:
• Audit Tables: [Tables requiring audit logging]
• Audit Fields: [Fields to track, change history]
• Audit Retention: [Retention period, archival rules]

Compliance Frameworks:
• [Framework 1]: [Compliance requirements, controls, reporting]
• [Framework ...
Section 9

Non-Functional Design

9.1 Performance Considerations

Expected volumes, API concurrency, indexing, and performance targets.

Key Points:
  • Document expected transaction volumes
  • Define performance targets and SLAs
  • Specify indexing and query optimization strategies
  • Map performance monitoring requirements
Template Structure:
Performance Considerations

Expected Volumes:
• Transaction Volume: [Peak transactions per hour/day]
• Data Volume: [Records per table, growth rate]
• Integration Volume: [API calls per hour, batch sizes]

Performance Targets:
• Response Time: [Target response times, acceptable ranges]
• Throughput:...

9.2 Scalability & Availability

HA setup, instance capacity planning, and scalability requirements.

Key Points:
  • Document high availability (HA) architecture
  • Define scalability requirements and scaling strategies
  • Specify capacity planning and resource allocation
  • Map disaster recovery and business continuity
Template Structure:
Scalability & Availability

High Availability (HA):
• HA Architecture: [HA setup, failover mechanism, RTO/RPO]
• Instance Configuration: [Primary instance, DR instance, sync]
• Load Balancing: [Load balancing strategy, health checks]

Scalability:
• Scaling Strategy: [Horizontal scaling, vertical sc...

9.3 Monitoring & Logging

Event management, integration health checks, and observability.

Key Points:
  • Define monitoring strategy and key metrics
  • Document logging requirements and log retention
  • Specify alerting and notification mechanisms
  • Map health check and diagnostic procedures
Template Structure:
Monitoring & Logging

Monitoring Strategy:
• Key Metrics: [Performance metrics, business metrics, health metrics]
• Monitoring Tools: [Monitoring platforms, dashboards]
• Monitoring Frequency: [Real-time, scheduled, on-demand]

Logging:
• Log Levels: [Debug, Info, Warning, Error, Critical]
• Log Ret...
Section 10

Implementation Strategy

10.1 Environment Setup

Dev, Test, UAT, Production environments and configuration.

Key Points:
  • Define environment strategy and naming
  • Document environment configurations and differences
  • Specify data refresh and synchronization procedures
  • Map environment access and security
Template Structure:
Environment Setup

Environment Strategy:
• Development: [Purpose, users, data, refresh schedule]
• Test: [Purpose, users, data, refresh schedule]
• UAT: [Purpose, users, data, refresh schedule]
• Production: [Purpose, users, data, backup schedule]

Environment Configuration:
• Instance Configuration...

10.2 Migration / Cutover Approach

Initial data load, migration strategy, and cutover planning.

Key Points:
  • Document data migration strategy and approach
  • Define initial data load procedures
  • Specify cutover planning and execution
  • Map rollback and contingency procedures
Template Structure:
Migration / Cutover Approach

Migration Strategy:
• Migration Approach: [Big Bang, Phased, Parallel Run]
• Migration Scope: [Data to migrate, systems involved]
• Migration Tools: [Migration tools, ETL processes]

Data Migration:
• Initial Data Load: [Data sources, mapping, validation]
• Data Migrati...

10.3 Testing Strategy Overview

Unit, SIT, UAT, Integration testing approach and test coverage.

Key Points:
  • Define comprehensive testing strategy
  • Document test types and coverage requirements
  • Specify test data and environment requirements
  • Map test execution and reporting procedures
Template Structure:
Testing Strategy Overview

Testing Types:
• Unit Testing: [Scope, coverage, tools, responsibility]
• Integration Testing: [Scope, integrations tested, approach]
• System Integration Testing (SIT): [Scope, test cases, scenarios]
• User Acceptance Testing (UAT): [Scope, user involvement, sign-off]
• P...

10.4 Deployment Approach

Phased vs Big Bang deployment strategy.

Key Points:
  • Document deployment strategy and approach
  • Define deployment phases and milestones
  • Specify deployment procedures and checklists
  • Map post-deployment support and hypercare
Template Structure:
Deployment Approach

Deployment Strategy:
• Approach: [Phased, Big Bang, Hybrid]
• Deployment Phases: [Phase 1, Phase 2, Phase 3]
• Rollout Plan: [Pilot groups, phased rollout, full deployment]

Deployment Procedures:
• Pre-Deployment: [Pre-deployment checklist, validation]
• Deployment: [Deployment...
Section 11

Risks, Issues, and Mitigation

11.1 Identified Risks

Technical, business, and project risks with impact assessment.

Key Points:
  • Document all identified risks
  • Assess risk probability and impact
  • Categorize risks by type
  • Prioritize risks for mitigation planning
Template Structure:
Identified Risks

Technical Risks:
• [Risk 1]: [Description, probability, impact, risk level]
• [Risk 2]: [Description, probability, impact, risk level]
• [Risk 3]: [Description, probability, impact, risk level]

Business Risks:
• [Risk 1]: [Description, probability, impact, risk level]
• [Risk 2]: ...

11.2 Mitigation Strategies

Risk mitigation plans, contingency plans, and risk owners.

Key Points:
  • Define mitigation strategies for each risk
  • Assign risk owners and responsibilities
  • Document contingency plans
  • Specify risk monitoring and review processes
Template Structure:
Mitigation Strategies

Risk Mitigation Plans:
• [Risk 1]:
  - Mitigation Strategy: [Detailed mitigation approach]
  - Risk Owner: [Owner, responsibility]
  - Timeline: [Mitigation timeline, milestones]
  - Contingency: [Contingency plan if mitigation fails]
• [Risk 2]:
  - Mitigation Strategy: [Deta...
Section 12

Appendices

12.1 Glossary of Terms

Key terms, acronyms, and definitions used in the document.

Key Points:
  • Define all technical terms and acronyms
  • Provide business term definitions
  • Include ServiceNow-specific terminology
  • Document industry-standard terms
Template Structure:
Glossary of Terms

Technical Terms:
• [Term 1]: [Definition]
• [Term 2]: [Definition]
• [Term 3]: [Definition]

Acronyms:
• [Acronym 1]: [Full form, definition]
• [Acronym 2]: [Full form, definition]
• [Acronym 3]: [Full form, definition]

Business Terms:
• [Term 1]: [Definition]
• [Term 2]: [Defini...

12.2 Reference Documents

BRD, Integration specs, LLD links, and related documentation.

Key Points:
  • List all related documents and specifications
  • Provide document links and versions
  • Map documents to HLD sections
  • Include external references and standards
Template Structure:
Reference Documents

Project Documents:
• Business Requirements Document (BRD): [Link, version, date]
• Functional Requirements Document (FRD): [Link, version, date]
• Low-Level Design (LLD): [Link, version, date]
• Integration Specifications: [Link, version, date]

ServiceNow Documentation:
• Servi...

12.3 Revision History

Document version history, changes, and approvals.

Key Points:
  • Track all document revisions
  • Document change descriptions and authors
  • Record approval dates and approvers
  • Maintain version control
Template Structure:
Revision History

Version History:
• Version 1.0 - [Date]: [Author, changes, approval status]
• Version 1.1 - [Date]: [Author, changes, approval status]
• Version 1.2 - [Date]: [Author, changes, approval status]

Change Log:
• [Change 1]: [Date, author, section, description]
• [Change 2]: [Date, aut...

How to Use This Template

1

Download the Template

Click the "Download HLD Template" button to get the complete template document in text format that you can customize for your specific module.

2

Review and Select Relevant Sections

Review all 12 sections and identify which ones are relevant to your implementation. You can skip or adapt sections that don't apply to your specific module or project.

3

Fill in Module-Specific Details

Replace placeholders like [Module Name], [System 1], [Entity Type 1] with your actual implementation details. Add your specific business processes, integrations, data models, and technical architecture.

4

Review and Refine

Review each section with stakeholders, gather feedback, and refine the document. This template is designed to be comprehensive yet flexible for any ServiceNow module.

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