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Build a Strategic ServiceNow Roadmap During This Knowledge2020 Session (Alongside 500+ Of Your ServiceNow Peers)

Businesses are not satisfied with where they are today. In today’s world, they don’t have the luxury for that. But, if they pride themselves on growth, innovation, and constantly improving products and services to match today’s consumer demands then they have already invested in a technology platform, like ServiceNow, that has the capability to support those goals.

But what comes next?

When you are ready to take on the ServiceNow platform (or your next ServiceNow project), choosing a partner to guide you on your journey is critical. It is easy to lose focus of where you are heading, especially when we live in a world where the pressure to respond faster to business demands is constant. Everything is growing exponentially; risks, data, infrastructure complexity, clients – which is all the more reason to start your ServiceNow project off on the right foot.

Start with formally defining your ServiceNow initiatives roadmap. Whether you do this first step internally, or jump right into it with your ServiceNow Advisory partner, it is critical to understand what your business vision and imperatives are, and then how those actually manifest across the different ServiceNow suites.

Providing Roadmap Support During Knowledge2020’s Digital Experience

Does your ServiceNow strategy hold-up to the demanding needs of IT, your customers, and your employees in 2020? With ServiceNow expanding beyond IT in recent years with Customer Service Management and HR Service Delivery, we see clients building strategic roadmaps that cross the entire enterprise. In this session, top Acorio executives Juliet Acuff and John Huckle will share:

  • How roadmaps are changing (and how to effectively communicate ServiceNow’s value to your executives)
  • Roadmap examples from our clients with varying levels of maturity
  • Keys to success like governance and organizational change management
  • The most impactful initiatives you can add to your 2020 roadmap to maximize success

Over 500 Knowledge2020 Digital Experience attendees have already watched the breakout session. See what all the fuss is about and watch it on-demand here.

Creating and Scoring Your ServiceNow Roadmap

Step One. Solidify Executive Support

You’ve done your research, maybe you’ve already pitched ServiceNow before, but now it’s time to dig in your heels and hit the point home. Decide which Executives you will leverage for sponsorship. What is your daily relationship with them? What will be the best way to present ServiceNow to them?

Seem like too big of a task? Unsure where to begin? Whether you are looking for a few helpful guidelines or a complete deck, Acorio’s exclusive ServiceNow Pitch Deck is a great starting point for those in need of some pointers on pitching their project.

Step Two. Define Your ServiceNow Vision

The sky is your limit for this one. Brainstorm your desired results and outline what type of goals you want to accomplish with your ServiceNow implementation. Take your time on this step and be thoughtful, it will pay off later in future steps.

If you’re looking for inspiration on the possibilities of ServiceNow, check out a selection of Acorio’s most recent client case studies. They might also help you with your ServiceNow pitch, providing hard numbers for some of your Executives.

Step Three. Define Your ServiceNow Initiatives

Yes, this is different than step two. In step two you defined your big picture vision, but now is when you flesh it out into the perhaps dozens of individual initiatives and business imperatives that will end up being scored based on business impact and level of effort to craft your final ServiceNow roadmap.

For example: Your vision is to create an Employee Service Portal. But what does that actually mean? What are the individual items this will improve? These business requirements are key for a successful pitch, they provide concrete examples of expected results. For example, based on your vision, your initiatives might include “improving single touch resolution” and “improving overall employee IT satisfaction score”.

Once you have your business imperatives listed, it’s time to rank them based on the ServiceNow module, their overall impact on your business, and the level of effort to implement. See Acorio’s scoring strategy here.

Step Four. Craft Your ServiceNow Roadmap

The step you’ve been waiting for. But, without the previous three steps, you would have no baseline to go off of. No budget, expectations, or timeline from your executives, no crafted vision to keep you motivated, and no ranked initiatives to put into action.

Now that you’ve put in the work, creating a timeline should be a piece of cake. Acorio uses a phased roadmap approach, to ensure lots of quick-wins adding up to an overall successful ServiceNow launch. Below is an example phased roadmap for an Acorio Asset Management project. To try creating your own phased roadmap with a blank template, and for more details on creating this phased roadmap, or the project itself, download the free ServiceNow Strategy Guide.

Acorio Example Roadmap

Step Five. Socialize and Rework

We know this can be frustrating, especially when you have such big ideas for your ServiceNow implementation. But it’s easy to get too focused on your specific goals and forget about the bigger picture. This is why we urge you to go back to your executive support, your peers, and others across departments who will be utilizing the platform to make sure that you are not missing any major action items.

Want more?

Watch the K20 session on-demand here or dive into our ServiceNow Advisory Workbook for more examples and templates to use with your own team.