Welcome to your ServiceNow primer. Whether you are a platform pro looking for advisory insights or a transformation newbie looking to kickstart your instance, we’re here to say that achieving digital transformation or true workforce automation has never been more accessible.
Once just a simple IT ticketing platform, today’s ServiceNow offers an entire Enterprise cloud to support your employee, customer, and IT teams.
But as the platform has grown, so has the job of implementing it. We know the pressure is on to prove ROI and deliver seamless experiences, which is why we are here today with our newest eBook – A ServiceNow Primer to Kick-Start Your Transformation. The book starts at the very beginning (a very good place to start) and is your essential guide to what the platform can do, actual ServiceNow results, how to get started in your own business (building a business case, roadmaps, staffing projects etc.), plus tips from the experts to ensure success.
So, welcome to your ServiceNow Primer! In this eBook we cover the platform origins, distinguishing features, the new ServiceNow cloud and most importantly, how to get started; business cases, staffing projects and more. I’m going to jump in, but, if you’re in a rush feel free to download the full book now.
One way to keep your roadmap is a health check. At a basic level, health checks are for monitoring and maintaining the functionality of your instance.
They give your company the tools to critically evaluate ServiceNow’s positioning within the organization. Take the time, preferably with a certified ServiceNow partner, to do an entire organization inventory to maximize your top-line revenue and bottom-line improvements when you do go forward with your ServiceNow implementation.
Take the CMDB for example. Monitoring and maintaining the health of the CMDB is essential for effective and continuous use of the product. Health indicators such as duplicate Configuration Items (CIs), required CI fields, and audits contribute to the calculation of health scorecards at the CI, class, and CMDB level.
The health of the CMDB data is monitored and reported for the following KPIs, each further consisting of sub-metrics:
- Completeness: CIs are tested for required and recommended fields that are not populated.
- Correctness: CIs are tested against pre-defined data integrity rules such as identification rules, orphan CI rules, and stale CI rules.
- Compliance: The CMDB data is audited for adherence to pre-defined certificates.
- Relationships: The health of CI relationships is tested for indicators such as orphan and duplicate relationships. And for compliance with suggested relationships, hosting and containment rules.
CMDB Health provides a framework for configuring CI remediation. Remediation lets you pro-actively apply corrective actions to unhealthy CIs in a managed and standardized fashion.
Staffing Your ServiceNow Projects
ServiceNow licenses have been approved by your organization, roadmaps have been defined, and you’re ready to get started. But who should you include on your team to tip the scales in your favor for a successful outcome?
Whether you are starting with an IT project, HR or CSM, there are several key roles that you should make sure are filled on your team. While some roles may overlap, make sure they are clearly defined and communicated (creating these can even be drawn into your roadmap for extra communication and clarification).
- Process Owners. The process owners’ involvement is extremely important to ensure success. They are the decision makers for the process and configuration that are needed for their specific areas of expertise. Why is this so important? They help to ensure that the build requirements align with the mission, vision, tactics, goals, objectives, KPIs (Key Performance Indicators), and the measurements to support the organization’s strategies. They are responsible for story review, story grooming and approval as well as ensuring risks, issues, decisions, actions, and changes are addressed in a timely fashion so the project can be completed and adopted successfully.
- Subject Matter Experts (SMEs). Subject Matter Experts (SME)s make the difference and will play a starring role in your project’s success. Why? Because they can fill in the knowledge gaps. They are the folks who perform the work day-in and day-out. They are the main point of contact for questions, clarifications, and insight to operations/internal business processes. Many times, SMEs are the informal leaders of the organization who help their own team with questions on how to do things. By getting them involved, you will ensure you’ve covered all the bases and that there won’t be any surprises. In addition, they can help champion the change during roll-out because they have already been involved.
- Business Analysts. Business Analysts help with gathering requirements, sorting through requirements to ensure that the solution will solve business problems that may exist in today’s environment and can help with organizational change management and communicating to the stakeholder to prepare them for the changes to come. They help ensure that the end product meets the organization’s needs and objectives.
- Project Managers. Your project manager will work hand-in-hand with our Engagement Manager and will form a strong partnership to ensure you’re successful. The project manager is the main point of contact for project status, deliverables, meetings, and coordination of the team. They are responsible for team coordination, scheduling, scope and budget throughout the project. They are also responsible for maintaining and driving RIDAC (risks, issues, decisions, actions, and changes) to resolution to make sure things are being addressed in a timely fashion to so the project remains on track.
- Executives and Stakeholders. As you saw when you were creating your business case, it is essential to know who your stakeholders are. Often, these individuals overlap with your executive support. Since these roles are usually defined earlier in your ServiceNow journey and many will not be involved in day-to-day processes, make sure you have a delineated communication strategy with these members.
ServiceNow Platform Certifications
As the ServiceNow ecosystem continues to grow, the company is beginning to have more oversight with who is working in the platform. This serves to benefit the customers, ensuring that all partners and those touting to be “ServiceNow experts” are actually ServiceNow experts.
ServiceNow is also continuing to mature the language they use for platform learning, and for customers that means additional classes are available (and encouraged) to guide you across the platform. This is especially true when it comes to tricky areas such as customizations, upgrades, and maintainability.