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A Little Extra Support for Your New ServiceNow Admin or Go-Live

So, you finally hired a new ServiceNow admin or promoted someone from within. Your new System Administrator went through a day of ServiceNow Sys Admin (or some other ad-hoc) training, but now they are back in the office… and facing a huge pile of work all on their own. What happens if your System Administrator needs more support to get through the ever-growing backlog of requests, incidents, and enhancements?

The right education and support are critical to the success of any project. Together, the right training and virtual assistance program ensure a quick delivery time, knowledgeable employees, and satisfied external clients (that’s our favorite kind of triple-threat).

This final blog in our Acorio Virtual Assistance series will walk you through why working with a certified ServiceNow partner can provide the right approach to plan, manage, and maximize your ServiceNow platform.

With this “phone-a-friend” support option, you’ll save time and money by minimizing inefficiencies and mistakes.  Not to mention, offering your team a seasoned ServiceNow Admin to provide general guidance, or to quickly tackle more complex cases, will make sure that your new admin feels comfortable to handle the cases independently.

5 Tips to Maximize Support

1. Emphasize partnership

Find a partner who wants you to learn about ServiceNow and help you grow within the interface. This provides access to both (1) best practices for your unique instance and (2) a mentor who understands your environment, your instance and your adoption plan, who can coach you (and your team) through challenges when you get stuck. No matter what experience your system administrator has, it is important that they feel comfortable enough to reach out and ask questions if they need a helping hand or even just a second opinion.

2. Get assistance, not dependence

Find a team who enables your team, as opposed to one who is looking to bump up their own hours. When working with a partner, it is important to avoid working with groups who claim to offer “assistance,” but instead force a dependent relationship because they don’t share their code or thought process with you. Along those lines, you also want to ensure the solutions created by your partner are maintainable by the existing team and work with all levels of Admins.

3. Find a team invested in your growth

You want to find a partner who will take the time to learn enough about your team so they know where to jump in, where to offer support, and when to allow learning opportunities for your teams.

4. Steer clear of assumptions

Have you heard the old adage about assumptions? This is also true of your ServiceNow support team. Partners who “guess” at your underlying configurations can create major downstream problems. Similarly, they can leave your team feeling adrift by not offering the right level of support. For example, even if your administrator has a strong process engineering background, they might still need help for a routine data pull they haven’t done before.

5. Focus on Knowledge Transfer

Your Admins and Technicians may not have the time to document everything. Make sure your partner provides Knowledge Transfer in the form of recordings and documentation, this will also allow you to use this knowledge as a reference tool when ramping up new Admins on the particulars of your instance of ServiceNow.

Questions to ask your partner:

  • Will this solution be easy for my team to maintain once implemented?
  • What experience does your team have in our specific ServiceNow products?
  • What is your Knowledge Transfer process?

If you’d like to learn more about getting access to Senior Talent consultants, utilizing a budget-friendly, hourly virtual assistance program, or using a partner to ease the stress on your System Administrator, download our AVA E-Book today!

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