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Meet the Client: SNWR and Project Clear View

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In this lesson, you will learn:

  • What to learn about a client before kickoff
  • SNWR’s business, sites and ServiceNow setup
  • The ten SNWR people on Project Clear View

🔁 Quick look back: Last time: A Discovery Project from Kickoff to Handover. You learned the phases of a Discovery project and Clear View’s six gates.

1 The Problem: You Don’t Know the Client Yet

You’ve read the SOW. But a contract doesn’t tell you how a client works. You still don’t know:

  • Who really makes decisions at SNWR.
  • How mature SNWR’s ServiceNow setup is.
  • Which teams are busy, worried or keen.

🎯 The problem: You don’t know the client yet, so you can’t plan the work with them.

👉 The fix: Learn four things about SNWR before kickoff: the business, the IT team, the ServiceNow setup and the people.

Three cards describing SNWR: the business, the IT setup and the people on Project Clear View.
Figure 1. What you learned about SNWR before kickoff.

2 Four things to learn about any client

  1. The business. What they do, where they are, and why IT matters to them.
  2. The IT team. Who runs servers, networks, cloud and security.
  3. The ServiceNow setup. Release, products in use, and how the CMDB is filled today.
  4. The people. Who decides, who helps, and who might block you.

💡 Good to know: Ask for an org chart early. It saves you weeks of guessing who to talk to.

3 The people on Project Clear View

Person Role on Clear View
Anita Rao CIO and sponsor. Signs the gates.
Hana Kim Configuration manager. Your client lead and CMDB owner.
Riya Sharma Platform owner. Instances, plugins and moving changes.
Ravi Iyer Network engineer. Subnets, firewall rules, SNMP.
Priya Nair Server team lead. MID Server hosts and server accounts.
Farah Siddiqui Security lead. Approves scans and accounts.
Kenji Watanabe Cloud engineer. The AWS account.
Oliver Grant London Office IT lead.
Arjun Mehta Owner of SNWR Email.
Mei Chen Change manager. Chairs the weekly CAB.

📝 Note: You met some of these people in ITSM Implementation. Priya, Farah, Kenji and Oliver are new in this path.

4 Project Clear View: How We Implemented It

📍 Situation: You have a list of names from the SOW, but no idea how they work together.

🧭 Decision: Meet Hana for an hour and build a simple people map before kickoff.

🛠️ Steps we took:

  1. Asked Hana for SNWR’s IT org chart and the ServiceNow setup (release, products, instances).
  2. Wrote one line per person: role, what you need from them, and how busy they are.
  3. Marked the two people who can block the project: Farah (security) and Ravi (firewall rules).
  4. Asked Hana how SNWR likes to communicate. The answer: one weekly call, short emails.

✅ What we verified:

  • Hana checked the people map and fixed one role.
  • You know who approves what before you ask anyone for anything.

📁 Evidence: The Clear View people map, later turned into the stakeholder list (see Before Kickoff › Finding the Right Client Stakeholders).

5 Quick recap

  • Learn the business, the IT team, the ServiceNow setup and the people before kickoff.
  • SNWR has about 1,400 staff, two sites and one AWS account.
  • Hana Kim is your client lead. Anita Rao signs the gates.
  • Farah and Ravi can block the project, so involve them early.

6 Check yourself

Think of your answer first. Then tap to check.

1 Name the four things to learn about a client before kickoff. Show answer

The business, the IT team, the ServiceNow setup and the people.

2 Who approves how and when you scan at SNWR? Show answer

Farah Siddiqui, the security lead.

3 Why ask for an org chart early? Show answer

It shows who to talk to and who decides, so you don’t waste weeks guessing.

Nice work! You know the client and the people on Clear View. 🎉
Next up: The Project Clear View Environment

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