Does one of these scenarios sound familiar to you?
- You used to have ServiceNow at your past company (and now you’re greatly missing its efficiencies, realizing all the valuable time spent wasted by performing routine tasks that could easily be automated)
- Your legacy system is at its end-of-life and you’re finally vetting new platforms to implement
- Your organization is looking to take the first step in its digital transformation by saying goodbye to silos once and for all…
Whatever your situation, you’re here for one reason: To win your business case for a ServiceNow implementation (or even an expansion of a preexisting platform – with HRSD, CSM, SecOps, etc.). We’re here to help and set you up for success with the following three steps.
Step One: Promote the ROI of ServiceNow (Get the Right Research to Back up your Business Case).
Over the last year, ServiceNow has commissioned five Total Economic Impact (TEI) studies from Forrester Consulting: IT (which includes ITSM, ITOM, and Performance Analytics), HR Service Delivery, Customer Service Management, Security Operations, and Business Apps.
Forrester conducted several customer interviews and surveys in order to better understand the benefits, costs, and risks associated with their ServiceNow investment. You should absolutely use these case studies and findings to help back up your own argument for ServiceNow – you can even download the in-depth studies and print them out for your executive team to look over before your next meeting.
These are just some of the findings from the studies:
ITSM, ITOM, and Performance Analytics
- Improved IT productivity, resulting in $9.7 million in savings through greater efficiency of service desk and IT back-office operations
- Infrastructure cost savings of over $4.1 million over three years compared with legacy systems
- Automation savings of $3 million through increased efficiency by fully automating services which eliminated human touches from thousands of common requests and interactions
- Increased uptime driven by the elimination of service outages, saving $3 million over three years through reduced P1 incident impact and management effort
- Improved end user productivity and satisfaction, saving $1.3 million by reducing 45,000 hours of waste annually from the service and incident requests process
HR Service Delivery
- Increased capacity equivalent to 48 full-time HR resources, of $3.9 million per year
- Reduction in audit and compliance costs of $225,000
Customer Service Management
- Improved customer retention, resulting in $6.6 million in benefits
- Incremental revenue from uncovering new upsell and cross-sell opportunities, resulting in $3.5 million in benefits
- Organizational efficiency improvements from increased productivity and better decision making, resulting in $1.3 million in benefits
- Increased self-service usage, faster resolution times, and Improved service levels
- Increased efficiency of prioritizing and resolving security incidents, resulting in $4.7 million in benefits
- 60% increase in vulnerability management and response times
- 230% ROI
“ServiceNow allows us to be much more strategic about how we manage our security environment. We have reduced the time to assess the severity of issues and significantly improved our security response times.” – VP of Information Security at Global Financial Services firm.
- Development efforts were accelerated 290%, allowing delivery nearly six months sooner & shifted from outsourced efforts to internal resources
- Low-code development enabled the use of more junior-level developers while reallocating more senior developers to value-add complex projects requiring native code
- Organizations that accelerated their development efforts of apps and digital business processes improved their Net Promoter Score (NPS) by 29% and Customer Satisfaction Score (CSAT) by 25%
All the TEI studies are available for download here if you want to learn more about Forrester’s findings. In addition to the TEI studies, Acorio has real-world examples of companies driving transformative results with ServiceNow. Learn how a top academic hospital eliminated the need for 6,000+ server reboots per year, saving $500,000 in one year, how Gemalto processed over 44,000 emails, 880+ customer registration requests and 7,176 support cases in just one month, and so much more.
Step 2: Build a Bullet-Proof Business Case (We’ll Even Help Get You Started with the Pitch Deck).
Building a business case shouldn’t overwhelm you, it’s simply the tool to ensure you have successfully executed a thorough thought process so that any effort you and your organization will spend will get results. And now that you have all the evidence, here are our tips for creating an epic business case:
1. Succinctly define the business problem(s) to be addressed.
Be specific, If it’s something you can calculate, calculate it! Check out the ServiceNow ROI calculators for assistance. If it’s not something you can easily estimate percentages of savings, etc., what is something that can be gained? Perhaps it’s the productivity of your HR generalist, who, with ServiceNow, spend less time on transactional, repetitive tasks and more time training to enable the business more.
Connect with people who own those functions, including their voices. And never pick more than 5 (preferably 3) business problems.
2. Define the vision.
Everyone wants to be inspired; they want passion. We all, admittedly or not, buy into a little confidence. Defining a vision will enable this.
So what can you do by leveraging ServiceNow? It doesn’t have to be perfect, or a utopian business trope. It can just be a set of modest improvement built upon what you defined in step number one. Hint from Ellen Daley, our CEO: Make sure it’s a graphic.
3. Promise a small pilot, or one project, to begin with.
We recommend three months. In three months, show a quick win – and always make sure it’s something you can realistically achieve. By showing you are willing to start, prove as you go, manage expectations, and show results with some licensing, you will get that 6 months to focus on a bigger project.
4. Do your homework.
So how do you get to this point, anyhow? You need to collect the data and do your homework. Not only the data on why ServiceNow is such a powerful platform but on why ServiceNow matters for your own organization. Go out and interview people (but not so many that you get carried away). Find out their pain points. Validate with the leader of that team, getting an implicit, if not explicit, buy-in, who will be an advocate for you as you build your business case.
Our one consultant request? Make sure to analyze your time commitment internally, as your organization will need to be involved in your ServiceNow journey, too!
To get you started on your business case, we’ve even built a PowerPoint template for you. Download it today and define own business problem(s) and your vision for your first “quick win.”
Step 3: Win Over Your Decision-Makers (It’s a People-First Approach).
In our webinar, 10 Questions on ServiceNow with Acorio Experts, we answer the top questions asked by ServiceNow customers, users, and people looking to implement the technology. One of the questions asked is, “How do I get my organization excited about using ServiceNow?”
Getting your organization, especially your employees who will be using the platform, excited about ServiceNow is imperative – it’s, really, the first step in your digital transformation. ServiceNow exists to make their lives easier and improve their overall experiences at work. So while the process of change is always hard, it’s important to communicate the results of productivity and the future of possibilities because of the platform. As ServiceNow would say, it “makes work, work better for people,” automating routine tasks and simplifying workflows.
We understand this initial hesitancy; disrupting the cultural and behavioral norms of your organization – from legacy technologies to outdated processes – is no small feat. But, there is a way to approach this change with confidence and positivity with these steps:
- Keep your employees informed and up-to-date with roadmaps, transparent communication, and the “why” guiding your transformation. Share your goals and objectives.
- Encourage participation with informal events leading up to (and after) the implementation like Lunch & Learns, demos, and sandbox instances. This ensures employees will be familiar with the technology before the official go-live.
- Emphasize Organizational Change Management as the key to success. More than just technology, this change involves people and processes. Create a proven method (that works for your team) to ensure an “ease of adoption” for employees.
- Enable Citizen Developers so your team can hit the ground running, even if they don’t have a developer’s background.
- Create a formal Knowledge Transfer plan (and follow it) so you know your team is capturing the right knowledge (whether it be from an internal source or a consultant) and sharing and communicating that knowledge effectively.
We hope you take these five tips and strategically embed these “best-practices” into your business case for ServiceNow. If you’re still struggling to convince leadership or trying to internally change a “negative” impression of ServiceNow, we urge you to identify and understand what is creating that negative impression. Even more important than the technical issues and how you address them, is the “people side” of the transition. You need to make sure individuals feel heard, understood, and that they feel aligned and included going forward.
Trust us, You’ve Got This!
Don’t let any fears hold you back. By now, you know what to do – you’ve got the research (TEI Reports and Value Calculators) at your fingertips, an executive-approved methodology to building a business pitch deck (including a free template), and best practices to win over your decision makers, courtesy of our ServiceNow experts who have worked on hundreds of implementations.
So, by now, you’re fully armored to make a killer pitch deck for your organization to start leveraging ServiceNow. So don’t let anything hold you back, you’ve got this!