---
title: Account onboarding playbook
description: The account onboarding playbook guides account teams through the structured steps required to set up a new account, from initial configuration to activation. Use it to standardize onboarding and reduce setup errors across accounts.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/acct-lifecycle-events/account-lifecycle-account-onboard-playbook.html
release: australia
topic_type: concept
last_updated: "2026-06-08"
reading_time_minutes: 1
breadcrumb: [Manage account onboarding cases, Account onboarding, Use, Customer Success Management]
---

# Account onboarding playbook

The account onboarding playbook guides account teams through the structured steps required to set up a new account, from initial configuration to activation. Use it to standardize onboarding and reduce setup errors across accounts.

-   **[Initial setup](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-use-playbook-initiate.md)**  
This phase is meant to gather the initial information required onboard a customer. For example, gathering core information like onboarding manager name, key customer contact, internal and external stakeholders, their responsibilities, and so on.
-   **[Data capture and validation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-use-playbook-data-capture.md)**  
This phase is meant to gather the necessary information about the account such as support contacts, locations, sold products, entitlements.
-   **[Development and automation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-use-playbook-development.md)**  
This phase is used to track and complete critical activities including account relationship management, maintenance scheduling, Service Level Agreement \(SLA\) definition, and Service Exchange installation \(when required\).
-   **[Testing, training](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-use-playbook-test-golive.md)**  
These phases are designed to involve customers in testing and confirm that they have received adequate training before the go-live date.
-   **[Go-live and post support](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-use-playbook-golive-support.md)**  
This phase addresses issues that arise at go-live and coordinates resolution across the relevant teams to complete the account onboarding process.

**Parent Topic:**[Manage account onboarding cases](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-manage-acct-onboard.md)