Written by Kapil Khadgi
Practice Head ServiceNow at Royal Cyber
ServiceNow is a powerful platform leveraged by thousands of organizations, from small businesses to Fortune 500 corporations, for IT Service Management (ITSM). They expect the global market for ITSM to reach US$ 15.6 billion by 2026. The ServiceNow platform's appeal is its endless possibilities for improvement, visibility, accountability, and efficiency. In addition, it offers a range of workflow solutions for the insurance, healthcare, retail, manufacturing, government, and telecommunication industries.
Royal Cyber's IT Service Management (ITSM) solution offers businesses to manage and deliver IT services to their customers through a single cloud-based platform. Our ITSM will help increase agents' productivity and improve customer satisfaction in less turn-around time. With a powerful AI, you can be-speed technological adjustments, gain recommended actions for incoming alerts. In addition, the push-requests and drive automation through RoyalCyber's chatbot technology. Our mobile-cum-web interface-friendly ServiceNow will let you provide user access to ITSM for an even smoother business regulation.
Royal Cyber's ServiceNow can enable organizations to achieve their digital transformation goals, innovate their processes, and improve their ability to respond to market changes. However, to implement ServiceNow, organizations must consider it more than a tool. Instead, they should view it as a program that can digitize, automate, and optimize the back-office processes to drive efficiencies throughout the organization.
The following seven steps can help an organization to take control and successfully implement ServiceNow:
Some of the questions that an organization can ask when assessing the processes are:
Which process requires much manual work?
Where is the process failing?
What aspects of the user experience need improvement?
How can ServiceNow help in improving efficiency and reducing cost?
However, the organization must plan whether the implementation should be done at once or in different stages. In addition, the plan should be scalable enough to grow with the company and the changes due to digital transformation.
ServiceNow community has developed an implementation that companies can use depending on their business processes. Organizations can use this standardized approach for ServiceNow implementation to avoid mistakes, overcome obstacles, make changes without disrupting the business, and effortless organizational change.
Royal Cyber suggests accommodating various features, enterprise services, and customizations offered by ServiceNow to strengthen smooth business workflows and implementation. Enabling configurations and required customizations, your company can benefit from the change management, correct implementation cost, and service management. As a result, you can realize faster, valuable results soon after deployment.
When starting the implementation process, it's essential to document and research the best practices and analyze the system to best leverage the ServiceNow platform. First, the organization can see what other companies have done when implementing ServiceNow. Second, various first best guides or case studies can direct the organization to get the most value from the platform.
Adoption by the internal staff is critical when successfully implementing ServiceNow. 70% of implementations happen successfully when the organization is transparent with its team. The organization should not implement ServiceNow without ensuring that the employees embrace the change with open hands.
ServiceNow monitors the 360-degree spectrum of project management, enterprise services within your business processes and sub-functions. The ideal key is an awareness program to train your staff to utilize the platform best and leverage its unique management capabilities for their respective jobs. The strategic focus should be on how each platform service translates into a digital transformation. Avoid creating a lesson plan to educate your staff to use it as a daily email or intranet tool. Instead, employees must know how their contributions add value to workflows, project management, change management, implementation, and service management through ServiceNow.
The organization needs to communicate to the staff what change will happen in the system, why it is happening, and how it will affect their work. The teams must fully understand how the ServiceNow implementation will change their day-to-day work. They must feel empowered and comfortable accepting the change. The organization must schedule internal workshops and establish internal user groups to increase the adoption rate. The employees feel comfortable with the new change. The organization should hear the employees' expectations and grievances if they expect them to adopt and support the change.
ServiceNow is a powerful ITSM platform that can be universally integrated and gives customization flexibility to any extent. One key point to note is that an over boarded customization complicates the entire initiative. Irrespective of the company's size, we should configure ServiceNow based on the end-to-end lifecycle project management, existing workflows, and ITSM market standards.
Royal Cyber's ServiceNow encourages agile platform implementation to support the ever-changing business needs and achieve quick user adoption. Agile implementation is a proven methodology and more effective than the other methods that take much time.
Once the plan is complete and the team is ready to accept the system, the organization must use agile methodology to configure it and set it for the future. Agile implementation means that it gathers the requirements at once, allows real-time data mapping on tools, captures the correct data to produce the right metrics and validations in advance. Instant configuration and reporting help the organization identify and address the problems early and ensure complete success.
ServiceNow implementation may cater to different people working in various departments. Therefore, it is essential to train staff to utilize the platform best and leverage its unique service management capabilities. The implementation team must focus on how each feature's application will deliver a business impact and not merely function. It best guides employees to use the ServiceNow platform for their day-to-day activities.
Before training employees, a plan should be in place to address all the stakeholders affected by the implementation. The organization must consider multiple training formats from instructor-led to CBT. Enterprises must also train their employees on popular ITSM frameworks related to ServiceNow, such as ITIL. Some employees may grumble at the start, but once they embrace the change and see the ServiceNow platform's value, they will be satisfied and happy to accept it.
Processes naturally erode over time if they are left ungoverned. Organizations must make their staff members accountable for the operations. They must define clear control objectives, business goals, and staff members must ensure it. It is also necessary to identify the applications and processes that support each objective. The priority list must be created and mapped to determine which process/application goes live on the ServiceNow platform.
One of the most significant issues is to view ITSM as a technology project management initiative and make no effort to get all the company's stakeholders to participate and comment in the transition to the platform for seamless business operations. Such disjointed team management will lead to disruptive and unidentified challenges after ServiceNow implementation goes live. In addition, it creates roadblocks and may cause ineffective cost escalations during ITSM rectification.
Royal Cyber suggests reading the success stories and best records of the consulting companies before finalizing a decision. It may be a good governance trick! Successful ServiceNow implementation must qualify the industry standards to monitor smooth digital transformation and transition. Some of the criteria include:
To conduct a successful implementation, the consultant must know and understand your company-specific domain and requirements. Previous work on a similar project guarantees a level of expertise that saves both time and money.
The ServiceNow implementation is not a side project that internal teams can implement. Organizations must treat it as a business KPI and ensure that a ServiceNow specialist is implementing it. They must identify the partner based on their experience and expertise in handling similar transitions in the industry. The partner must have experts in the ServiceNow space to identify unique business workflows and create a strategic plan to migrate the organization's existing environment to the ServiceNow platform.
For seamless business operations, company's need to make an informed decision on budget and price range to get the most bang for their buck. A business partner with the needed expertise and implementation skills for your project/organization is a significant future investment in your business operations. You don't want to miss out on a business partner that helps above and beyond, genuinely justifying the meaning of "partner" for a long-haul engagement – leveraging the maximum ROI of your money.
Royal Cyber, a ServiceNow Specialist partner, provides expertise in implementing ServiceNow solutions that help organizations improve agility, availability, and visibility. In addition, we provide customized templates, checklists, capabilities roadmap that enable client teams to become more efficient.
Once the ServiceNow implementation is complete, organizations must ensure continual support from internal staff or external ServiceNow partners. When the implementation starts showing results, the demand for automation using the ServiceNow platform will increase in the organization. Therefore, the critical IT and senior leadership members should build a capabilities roadmap for your business to march forward and guide expansion.
The roadmap will enable the organization to understand its crucial pain areas and use ServiceNow to automate them. Organizations must also build a priority list to implement the ServiceNow projects. By making the roadmap and revisiting it every six months, the organization can maximize success, increase adoption and time to value and stay at the forefront of future investments and upgrades.