So, you’ve made the transition from your existing ITSM tool set to the high-powered ServiceNow Service Relationship Management (SRM) platform.
Moving platforms sometimes requires a fundamental change in ‘re-framing’ your mindset to a ‘new’ world of SRM. In many cases, ServiceNow consolidates point solutions, increases productivity and reduces costs.
Our experts at Acorio have compiled real-world experiences and have come up with the ‘Top 7 things to consider when moving to ServiceNow.’ These best practices will guide you through some of the critical questions you have while moving to ServiceNow. Our inside look covers both the technical, commercial, and at times cultural elements needed for a successful implementation.
Here’s what we’ve learned:
Top-Down & bottom-up buy-in. The single most important factor for a successful go-live is the bridging of executive support with ‘the hands on’ IT. This starts with your CIO or executive sponsor. Discussions start in various places and at various levels. Executives need business value, IT needs it to just work. The mid and ground level IT employees will likely have varying interest levels about the project. If they don’t see executives excited and committed to ServiceNow, then why would they be excited? Note to self: “Nothing great was ever achieved without Enthusiasm”
Invest in expertise. Every project needs a leader and expert(s). A ServiceNow integration is no different. Having an IT leader to bridge what I call the “geek gap” (technical-to-business is paramount.) This champion should invest in your technical staff and provide them with the tools to be rockstars. If this competency just isn’t core to your business model, then hire it out. Leverage the partner ecosystem of ServiceNow to Assess, Design, Implement and Manage the platform development.
If you choose to go the partner route be sure to focus on the right questions:
1. How committed are you to our success?
2. Are there clearly defined milestones?
3. Can we talk to some of your other customers for specific feedback?
4. Who will be working on my project?
(Make sure the expertise & team that was promised is the team that’s delivered. We’ve all heard the horror stories…)
Have Patience. Rome wasn’t built in a day and neither was the equivalent of an SRM solution. Your SN platform takes time to evolve & mature. If you rush and force some processes into the platform you risk jeopardizing intuitiveness. Be prepared to examine your processes today. Be ok with the fact that they may be sub-optimal. Clearly delineate how your organization defines ‘problem’, ‘incident’ and ‘change’ . Are they clearly auditable? News flash: ServiceNow does a lot. Pick the modules that will have the best combination of technical value and measurable business outcomesand you’ve got a recipe for success. Remember why (Fred Luddy) developed ServiceNow to begin with: You should decide how, what & when to best leverage it.
KIS (I will leave off the last S). KEEP IT SIMPLE (the last S is ’stupid’). The age-old mantra still holds true. Over-engineering is not intuitive. Ask yourself a basic question. ‘Have I made things more simple or more complex? (remember ‘The Bob’s’ from Office Spaceasking that classic question? -”What would you say you do here”? The fact is, you are here to better serve your business and your CUSTOMERS, period. Both want simplicity. Which leads me to #5.
Customer is king. Remember why you’re doing this in the first place. It’s not about you and your ‘Shiny New Object’. Customers make you your money. You are implementing this ultimately forthem. Satisfying their needs and wants should ALWAYS be #1 on your mind. Do this and the rest will fall into place.
Communication. This will drive buy-in from both the IT staff and executives. The last thing you want to hear is “What is ServiceNow again??” the day before your go live. Communication should also generate some level of excitement from your end-user community. Enthusiasm, excitement and passion go a long way. Evangelize whyyou’re doing it.
It never “ends”. Continue to innovate and automate. ServiceNow is never “DONE” because business is never done. There is always another way to leverage the platform that creates measurable business outcomes. Most deployments start in IT, some start in other organizations: HR, Legal, Finance, etc. Focus on these best practices and your deployment of ServiceNow is likely to be a successful one.
When we roll it all together it might sound something like this:
“We’ve taken a top-down and a bottom-up approach to our ServiceNow deployment. Our methodology is simple, yet effective and we’ve communicated our plan to all of the stakeholders early and often. We’ve identified a champion to unify IT with our business owners. Investments in expertise have been made with our employees and partners. The deployment serves the needs of our customers and makes us more competitive in our industry. We realize our implementation of ServiceNow is an ongoing cycle of matching functionality to our desired business outcomes.“
Author: Paul Lyons