Many organizations today are challenged with achieving value with their implementation of ServiceNow. Projects are failing to achieve the desired outcomes wanted and needed by the organization. Often, the objective is merely getting the product or modules installed.
Here are seven things you should do to improve the value with your ServiceNow investment in your organization:
1. Define a Clear Vision for Your ServiceNow Platform
Understand your strategic direction for the use of the ServiceNow platform. What problems are you solving? What should the solution look like in various phases? Where do you want to be with the solution a year from now? How will the company change? What is the value to your customers?
2. Get Third-Party Advice for ServiceNow Roadmaps, Health Checks, and Maturity Checks
People in the organization are usually very busy executing. Organizations need to leverage third-party support for helping with direction, roadmaps, health checks, maturity checks, and overall addressing constraints for delivering required business value.
3. Decide Whether You Need ServiceNow Transformation, Evolution, or Both
Transforming how a service is delivered implies green field initiatives to grow and innovate the organization’s services or products for the market that is served or the new market opportunities. Evolution means improving current practices, services, or products based on an initiative to run the business or address customer changes. Both can be done simultaneously based on the ability to apply assets, especially budget, to the initiative.
4. Prioritize Experience Management in Your ServiceNow Projects
Experience Management has always mattered to the organization, not only for the customer but for the employees and other stakeholders. On top of IT Service Management initiatives, such as implementing ServiceNow is now “Experience Management.” Understanding the needed experience can save money and help elevate technical debt in improvement projects.
5. Collect Stakeholder Feedback from Customers, Employees, and Partners
Understand what all your stakeholders feel about your services and products. This can include everyone from customers, employees, partners, and others.
6. Fix Broken Processes Before Adding Automation and Digital Transformation
Digital transformation within your service value chain improves performance and satisfaction with the service. Organizations must make sure the service is performing correctly before applying additional automation to the value stream. Applying digital transformation to a broken or bad process increases errors, uncertainties, and undesired outcomes.
7. Invest in Educating Your People So They Work Smarter, Not Harder
Many organizations fail to budget appropriately to improve their most valuable asset, their people. People will come to work and do the best job they can. Improving people to work smarter, not harder, will pay back the organization exponentially more than the investment in education.
Work with SDI’s ServiceNow Team
At SDI, we help our ServiceNow clients achieve high adoption while creating outstanding business value. We apply industry best practices to solve your toughest challenges in cloud, data management, cybersecurity and other IT disciplines. Contact us at sales@sdipresence.com to learn more.
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