ServiceNow WorkflowIT: Part 1


Transforming from Vision to Implementation

Every organization has the vision of delivering a world-class IT service experience. The question is, how do you achieve this? With the help of JIT and ServiceNow, this vision can become a reality ensuring a successful implementation that accommodates the uniqueness of your organization.   In part one of our ServiceNow Implementation Blog Series, we will dive into some of the fundamental building blocks for a successful implementation.

Process Mapping

A strong foundation will reduce the cost of maintaining the platform, provide full use of platform capabilities and make users’ adoption of new features and functionality easier. To establish this foundation, you should first perform some process mapping. The goal of process mapping is to identify gaps between “as-is” and “to-be” processes that can be translated into requirements and/or user stories for the implementation. The as-is state is the baseline for identifying improvement opportunities in your current process.

Work with process managers/owners to first define the key steps involved in the as-is process, what tools are used to support the process and which KPIs are used to measure success. Only once those are identified can you move through to defining your to-be process by asking questions like – What can be consolidated and streamlined? Is there any unnecessary data being collected? Where are the longest cycle times and how can they be improved? These questions will help you identify how the platform should be configured to meet your organization’s individual needs while providing greater value than your current system.

Operating Model

Next, you will need to define your operating model. Your operating model shows how you’ll realize your business outcomes. It should define how work gets done on the platform by describing how you’ll envision, evaluate, and prioritize opportunities, how you’ll create, deliver, and drive the adoption of digital workflows, and how your organization will come together to conduct the work, and more.  It is best to keep your operating model simple, this will allow it to evolve with your business and accommodate your unique needs as they arise.

Change Management

Lastly, be sure to create a plan for change management. Even positive change can bring confusion, inertia, and resistance, which will delay adoption as well as the value you receive from your implementation. Having specific change management plans will provide the resources for your teams to make themselves confident advocates for change. Some things you may want to consider and include in your plan are, making sure your budget includes time and support for the teams most affected by the change and investing in demonstration and training activities.

A solid foundation is key to any implementation. If you are ready to turn your vision into reality follow along with this blog series for more tips, tricks, and expert advice for your ServiceNow implementation.

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