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). The global market for ITSM is expected to reach US$15.6 billion by 2026. The ServiceNow platform’s appeal is its endless possibilities for improvement, visibility, accountability, and efficiency. It offers a range of workflow solutions for the insurance, healthcare, retail, manufacturing, government, and telecommunication industries.
A smooth ServiceNow implementation can enable organizations to achieve their digital transformation goals, innovate their processes, and improve their ability to respond to market changes. 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:
ServiceNow isn’t a one-size-fits-all platform for all the organization’s needs. To truly get the most of ServiceNow, the organization should identify the processes that can be a good fit for a shift to the new platform. The change to the new platform requires building a plan wherein processes focused on delivering business outcomes and achieving measurable KPIs are the first to transition.
Some of the questions that an organization can ask when assessing the processes are:
When choosing the processes, the organization must plan whether the implementation should be done at once or in different stages. The plan should be scalable enough to grow with the company and the changes that might occur due to technology's introduction.
ServiceNow community has developed best practices that companies can use depending on their implementation needs. Organizations can use this standardized approach for ServiceNow implementation to avoid mistakes, overcome obstacles, and make changes without disrupting the rest of the business.
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. There is one more way to achieve success. The organization can see what other companies have done when implementing ServiceNow. Various guides or case studies can direct the organization to get the most value out of the platform.
Adoption by the internal staff is critical when successfully implementing ServiceNow. 70% of implementations happen successfully when the organization is transparent with their team. The organization should not implement ServiceNow without ensuring that the employees are ready to embrace the change with open hands.
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, and they must feel empowered and comfortable to accept the change. The organization must schedule internal workshops and establish internal user groups so that the adoption rate is higher and 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 encourages agile implementation of the platform 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 a lot of time.
Once the plan is complete and the team is ready to accept the system, the organization must use agile methodology to configure the system and set it for the future. Agile implementation means that the requirements are gathered at once, business outcomes are mapped to tool and data requirements, the right data is captured to produce the right metrics, and validations are done 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 in the best possible manner and leverage its unique service management capabilities. The implementation team's focus should be on imparting awareness of how each feature's application will deliver a business impact and not merely focus on how the employees should 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 processes. They must define clear control objectives and business goals, and staff members should be made responsible for ensuring that they are met. 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 first.
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.
Royal Cyber, a ServiceNow Specialist partner, provides expertise in implementing ServiceNow solutions that help organizations improve agility, availability, and visibility. We provide customized templates, checklists, and reports that enable client teams to become more efficient.
Once the ServiceNow implementation is complete, organizations must ensure that continual support is available either 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. A roadmap of capabilities should be built by the key IT and senior leadership members to march forward and guide expansion. The roadmap will enable the organization to understand its key pain areas and how they can use ServiceNow to automate them. Organizations must also build a priority list to implement the ServiceNow projects. By building the roadmap and revisiting it after every six months, the organization can maximize success, increase adoption and time to value, and stay at the forefront of future investments and upgrades.