If you’ve been hanging out with us long enough, you probably know that we have a monthly ServiceNow webinar series. For those of you who are new – yes, you read that right. Monthly. ServiceNow. Webinar. Series. Each of our webinars, ranging from IT Business Management to UX or the recent ServiceNow release, is staffed by a selection of Acorio’s ServiceNow experts who spend an hour bringing you the newest ServiceNow insights.
In June, we gathered one of our largest panel of experts to date (7!) and they answered 10 pressing ServiceNow questions that we hear from clients, prospects, and users. We’re talking questions about ServiceNow strategy, implementation do’s and don’ts, and finding the balance between tech, people, and process.
The webinar was such a success, and we continued to get question submissions after it was finished, we thought that for today’s blog we would bring you an expanded look at some of the questions, and more importantly, their answers. Of course, if you want all 10 ServiceNow questions you can always watch the webinar on-demand here.
As a quick note – in this month’s webinar we’ll be guiding you in all things roadmaps; How ServiceNow roadmaps are (and should) be changing, actual roadmaps from Acorio clients, keys to success, and what you can add to your 2019 roadmap to achieve by the end of the year. Even we’re not sure how it’s all going to fit into an hour but our advisory experts John Huckle, John Beasley, Marci Parker, and Meghan Lockwood will find a way to make sure you get all the information you need.
Question 3: What does it take to run ServiceNow in my organization? What should my team look like?
Traditionally, ServiceNow comes into a company through the IT department, and although we’re seeing that change at a rapid pace, it is still common to see a company establish something like IT Service Management (ITSM) on the platform first. From there, when other departments recognize the benefits of having a unified service management strategy and platform, it expands out, on a rock-solid foundation.
That’s the traditional start. But as ServiceNow has exploded in the market place we are seeing more and more of these enterprise-wide transformations from the very beginning, with companies undergoing more than just IT with the first go-live. From HR Service Delivery to Customer Service, these other departments are taking the lead by bringing ServiceNow into the company.
For these implementations, it’s all about the experience that the platform is providing, ServiceNow is not just outward-facing but also internal facing, with employees enjoying the benefits of having the seamless experience they need to get their jobs done well. And of course, happy employees are productive employees.
So, running ServiceNow in your organization can really start anywhere but there are a few things that you can do to make sure it gets off to a good start. One is identifying your Key Performance Indicators for the business problem you are trying to solve. These KPI’s are going to guide you as you implement, as measures of what you need to establish on the onset.
Question 4: What are the best practices my team should be following?
While “best practices” is a common and easy term to use, many of our consultants actually shy away from the saying because it has this connotation of the equivalent of saying “because I said so.” Which, is not a good way to be a consultant nor lead transformation at a company.
Rather, we focus on “good” or “better” practice when talking to people who are looking to engage in a transformation or implement a new process. We say “good practice” because we want to look for what’s good for your culture, environment, and business. For “better practice” we believe that part of defining your process and engagement should be defining continuous improvement. Periodic times where you are going to pause and say we have been doing this for a while – what works, what doesn’t, and what can we improve on? That way, you are giving yourself room to grow on the platform, especially as ServiceNow grows at such a rapid rate.
It’s important to note here that Out of the Box (OOB) does not necessarily mean stand up whatever is simplest from a technical point of view. As the implementor, you want to keep your people and processes at the front of your mind. It’s the job of your consultant to take ServiceNow’s OOB flexibility and weight the needs and wants against it. Of course, staying close to OOB as much as possible given business requirements is a wise decision for the long term – especially when it comes to upgrades.
To define your own “good practice” refer to what other companies in your industry or of a similar size are doing with the platform. How did they accommodate this regulation? How did they build XYZ into the platform? Sharing wisdom across organizations helps set a baseline for common practices so that you can define good and better practices for great success using ServiceNow.
Watch the rest
There’s more where that came from, be sure to check out the rest of the ServiceNow Q&A in the webinar. Only interested in a specific question? Below are the time-stamps for each of the questions.
6:20 – 10:32 – We are looking to expand ServiceNow across the platform, what has the most immediate value outside IT? How do I get Senior Leadership to see the value of the platform?
10:32 – 14:04 – What are the questions I should be asking on my RFP?
14:04 – 17:09 – What does it take to run ServiceNow in my organization? What should my team look like?
17:09 – 21:16 – What are the best practices my team should be following?
21:16 – 21:19 – Who benefits from implementing ServiceNow SecOps and how?
21:19 – 35:09 – What is flow designer and how does it relate to workflows?
35:09 – 41:25 – What is the ServiceNow subscription model and what does it mean for my existing custom tables and applications?
41:25 – 49:14 – How do I create something I’ve never done before, or if I don’t know how to develop something?
49:14 – 52:51 – How do I keep current and make my upgrades successful to the point that they become so routine that we can do 2 releases per year?
52:51 – 57:00 – How can or should I develop a roadmap and understand what are the best next steps for my organization?