Your ServiceNow Advisory WorkbookFive Steps to Help You Create (and Execute) your Strategic Vision for ServiceNow

Table of

Contents3 Creating a ServiceNow Strategy that

Stands the Test of Time

5 Assess Where You Stand Today

I Build a Strategic ServiceNow Roadmap

II Address Organizational Change Management alongside the Technical Implementation

III Define a Governance Structure

IV Create amp Track Key Performance Indicators (KPIs)

V Maintain a Healthy ServiceNow Platform

5

10

12

14

15

Creating a Creating a ServiceNow ServiceNow Strategy that Strategy that Stands the Stands the Test of TimeTest of Time

Whether yoursquore thinking about purchasing ServiceNow or already have a transformation strategy (and licenses) across multiple suites in the platform driving real business value with ServiceNow depends on making the most of the platform and maximizing the efficiency of your digital workflows

Whether you are looking to bolster your employee experience empower a customer upsell strategy or improve your overall operations ndash our experience shows that your ultimate success with ServiceNow depends in large part to having an effective up-front strategic vision for the platform

Successful digital transformation doesnrsquot happen in a vacuum or silo - your goals within ServiceNow must align with and elevate your organizationrsquos overall business goals For example are you trying to save money Increase customer satisfaction Or drive innovation with machine learning or AI

This isnrsquot always an easy feat According to ServiceNowrsquos Fall 2019 Workflow Quarterly regarding workplace digitization ldquofew CI Os say their organization is doing a good job at understanding the value of different business functions or the tools they need to succeedrdquo

3

Acoriorsquos 2019 ServiceNow Insight amp Vision Report also highlighted a growing trend in organizations today endlessly growing roadmapswhich was a challenge for 43 of surveyrespondants Once one successful implementation happens more and more departments want to adopt ServiceNow with survey respondents stating that the number one challenge they faced in 2019 was a growing roadmap

This coupled with a lack of understanding the value for ServiceNow to solve larger business needs creates a challenge for organizations to be successful with the platform ndash unless you can create a clear plan With a steadfast understanding of your roadmap your organizationrsquos needs and how to track your success you can start to build a rock-solid foundation to build your ServiceNow program

How do you start Start assessing your environment (and your needs) today and create the right strategies to prove ROI so you can fully maximize your ServiceNow investment By already downloading this eBook yoursquore on the right track This workbook will walk through how you can

bull Build a Strategic ServiceNow Roadmap bull Address Organizational Change Management alongside the Technical Implementation bull Define a Governance Structure bull Create and Track Key Performance Indicators (KPIs) bull Maintain a Healthy ServiceNow Platform

Letrsquos get started

4

Table of

Contents3 Creating a ServiceNow Strategy that

Stands the Test of Time

5 Assess Where You Stand Today

I Build a Strategic ServiceNow Roadmap

II Address Organizational Change Management alongside the Technical Implementation

III Define a Governance Structure

IV Create amp Track Key Performance Indicators (KPIs)

V Maintain a Healthy ServiceNow Platform

5

10

12

14

15

Creating a Creating a ServiceNow ServiceNow Strategy that Strategy that Stands the Stands the Test of TimeTest of Time

Whether yoursquore thinking about purchasing ServiceNow or already have a transformation strategy (and licenses) across multiple suites in the platform driving real business value with ServiceNow depends on making the most of the platform and maximizing the efficiency of your digital workflows

Whether you are looking to bolster your employee experience empower a customer upsell strategy or improve your overall operations ndash our experience shows that your ultimate success with ServiceNow depends in large part to having an effective up-front strategic vision for the platform

Successful digital transformation doesnrsquot happen in a vacuum or silo - your goals within ServiceNow must align with and elevate your organizationrsquos overall business goals For example are you trying to save money Increase customer satisfaction Or drive innovation with machine learning or AI

This isnrsquot always an easy feat According to ServiceNowrsquos Fall 2019 Workflow Quarterly regarding workplace digitization ldquofew CI Os say their organization is doing a good job at understanding the value of different business functions or the tools they need to succeedrdquo

3

Acoriorsquos 2019 ServiceNow Insight amp Vision Report also highlighted a growing trend in organizations today endlessly growing roadmapswhich was a challenge for 43 of surveyrespondants Once one successful implementation happens more and more departments want to adopt ServiceNow with survey respondents stating that the number one challenge they faced in 2019 was a growing roadmap

This coupled with a lack of understanding the value for ServiceNow to solve larger business needs creates a challenge for organizations to be successful with the platform ndash unless you can create a clear plan With a steadfast understanding of your roadmap your organizationrsquos needs and how to track your success you can start to build a rock-solid foundation to build your ServiceNow program

How do you start Start assessing your environment (and your needs) today and create the right strategies to prove ROI so you can fully maximize your ServiceNow investment By already downloading this eBook yoursquore on the right track This workbook will walk through how you can

bull Build a Strategic ServiceNow Roadmap bull Address Organizational Change Management alongside the Technical Implementation bull Define a Governance Structure bull Create and Track Key Performance Indicators (KPIs) bull Maintain a Healthy ServiceNow Platform

Letrsquos get started

4

Creating a Creating a ServiceNow ServiceNow Strategy that Strategy that Stands the Stands the Test of TimeTest of Time

Whether yoursquore thinking about purchasing ServiceNow or already have a transformation strategy (and licenses) across multiple suites in the platform driving real business value with ServiceNow depends on making the most of the platform and maximizing the efficiency of your digital workflows

Whether you are looking to bolster your employee experience empower a customer upsell strategy or improve your overall operations ndash our experience shows that your ultimate success with ServiceNow depends in large part to having an effective up-front strategic vision for the platform

Successful digital transformation doesnrsquot happen in a vacuum or silo - your goals within ServiceNow must align with and elevate your organizationrsquos overall business goals For example are you trying to save money Increase customer satisfaction Or drive innovation with machine learning or AI

This isnrsquot always an easy feat According to ServiceNowrsquos Fall 2019 Workflow Quarterly regarding workplace digitization ldquofew CI Os say their organization is doing a good job at understanding the value of different business functions or the tools they need to succeedrdquo

3

Acoriorsquos 2019 ServiceNow Insight amp Vision Report also highlighted a growing trend in organizations today endlessly growing roadmapswhich was a challenge for 43 of surveyrespondants Once one successful implementation happens more and more departments want to adopt ServiceNow with survey respondents stating that the number one challenge they faced in 2019 was a growing roadmap

This coupled with a lack of understanding the value for ServiceNow to solve larger business needs creates a challenge for organizations to be successful with the platform ndash unless you can create a clear plan With a steadfast understanding of your roadmap your organizationrsquos needs and how to track your success you can start to build a rock-solid foundation to build your ServiceNow program

How do you start Start assessing your environment (and your needs) today and create the right strategies to prove ROI so you can fully maximize your ServiceNow investment By already downloading this eBook yoursquore on the right track This workbook will walk through how you can

bull Build a Strategic ServiceNow Roadmap bull Address Organizational Change Management alongside the Technical Implementation bull Define a Governance Structure bull Create and Track Key Performance Indicators (KPIs) bull Maintain a Healthy ServiceNow Platform

Letrsquos get started

4

Acoriorsquos 2019 ServiceNow Insight amp Vision Report also highlighted a growing trend in organizations today endlessly growing roadmapswhich was a challenge for 43 of surveyrespondants Once one successful implementation happens more and more departments want to adopt ServiceNow with survey respondents stating that the number one challenge they faced in 2019 was a growing roadmap

This coupled with a lack of understanding the value for ServiceNow to solve larger business needs creates a challenge for organizations to be successful with the platform ndash unless you can create a clear plan With a steadfast understanding of your roadmap your organizationrsquos needs and how to track your success you can start to build a rock-solid foundation to build your ServiceNow program

How do you start Start assessing your environment (and your needs) today and create the right strategies to prove ROI so you can fully maximize your ServiceNow investment By already downloading this eBook yoursquore on the right track This workbook will walk through how you can

bull Build a Strategic ServiceNow Roadmap bull Address Organizational Change Management alongside the Technical Implementation bull Define a Governance Structure bull Create and Track Key Performance Indicators (KPIs) bull Maintain a Healthy ServiceNow Platform

Letrsquos get started

4

Assess Where You Stand Today

I Build a Strategic ServiceNow Roadmap

We live in a world of rapid growth ndash and that includes business risks accumulated data infrastructure complexity (and hopefully) your organizationsrsquo client roster

To support this growth ServiceNow can serve as your enterprise backbone supporting several different business units all unified by one system of work Whether yoursquore seeking to digitally transform your HR service delivery customer service or any area of your organization ServiceNow can serve as the platform that brings your vision to life

When your organization is ready to implement their ServiceNow strategy itrsquos critical to have a formally defined ServiceNow initiatives roadmap Your roadmap will outline concrete steps that need to be taken to realize your ServiceNow vision as well as have defined timelines for when each step should be completed This will help you identify and communicate your overall ServiceNow strategy to stakeholders Understanding what the business goals and imperatives are is important for drafting the right roadmap for your organization If yoursquore leery of launching that strategy on your own a trusted Advisory partner could help you with this step or you can jump right into defining and outlining your vision and enlist the help of an expert (or experts) later

Below wersquove outlined four critical steps for creating your ServiceNow roadmap Read along and fill in the blanks to get started on your ServiceNow journey today

5

1 2 3 4 Solidify

executive support

Define your ServiceNow

vision

Define your ServiceNow

initiatives

Craft your ServiceNow

roadmap

6

Solidify Executive Support Think about who would be the best (championguideherosupporter) of your ServiceNow vision What will be the best way to present ServiceNow to them Once yoursquove decided on your sponsor wow them with carefully collected and presented information on ServiceNow and how it can be leveraged to best support your business Focus on specific outcomes that matter to stakeholders and make sure they align with your executive goals and strategies whether that be productivity improved employee or customer satisfaction increased revenue etc

Define your ServiceNow Vision Think about the results yoursquore after with your ServiceNow transformation or implementation Find what goals yoursquod like to accomplish Take your time with this step as proper preparation can make or break your ServiceNow implementation Talk to employees and get the data you need to understand how ServiceNow can transform your organization You must think critically about what yoursquod like the end result to be before you can decide next steps

Key questions to ask yourself when yoursquore developing your vision may include

bull What are the processes yoursquore doing today bull What are the business problems yoursquore trying to solve bull Whatrsquos working well today and what needs to be improved bull Whatrsquos a must-have vs nice to have

Create a vision map which includes a vision statement and guiding principles in your Request for Proposal For example below is a sample vision map for a proposed HR Service Delivery project

Vision StatementWe aim to provide a consumer-style service to empower our employees to easily get what they need - wherever whenever

Guiding Principles

Attributes

Measures amp Milestones

Simple Scalable Empowering

ldquoOne stop shoprdquo for all employees to find what they need

Efficient and user-friendly (no more than three clicks to get what yoursquore looking for) Mobile friendly is a must

One entry point via employee service portal

Reduction in number of steps (and time it takes) to get what employees need

Flourishing Knowledgebase reduce number of tier-1 cases

Solution should be scalable (and flexible) to our businessrsquo and employeersquos changing needs

Frequent and regular enhancements to our technical solution and our processes

Upgrade to new ServiceNow release (once a year now eventually 2x a year)

Solution should empower employees to get what they need

Solution should allow HR employees to spend time on strategic and valuable initiatives

HR employees Less time on mundane tasks more time tackling cases

Increase in timeliness Improve ESAT Employees Self solve via knowledgebase amp easily create cases

Vision Statement

Guiding Principles

Attributes

Measures amp Milestones

Fill out your own vision map here

7

Define your ServiceNow Initiatives This is where you outline the steps needed to achieve the goals you identified in step two What actions need to be taken to realize these goals Think step-by-step what must be done and break tasks down into manageable chunks Defining these initiatives will help with improvements in your organization and give you measurable results

You may also consider enlisting the help of a trusted ServiceNow partner to more strategically plan out your steps A partner will help you identify the relevant modules for your business imperatives prioritize based on your timeline and budget and ensure you arenrsquot missing anything in your project plan Either way the key here is to make sure that you look at the full picture you want your ServiceNow program to incorporate in both the near term and looking forward for the next three to five years

Once yoursquove figured out your ServiceNow initiatives define their level of impact and complexity and map it on an Impact vs Complexity chart (If yoursquore looking to create a chart we have one on the next page)

An Impact vs Complexity chart helps to identify what steps to take and how to move through them The impact of a particular project or task runs from low to high on left side while the complexity runs from low to high across the bottom Itrsquos important to focus on the upper left hand of your chart as these projects can be quick wins ndash those that will have the most impact for the least amount of time and financial investment

By picking out tasks that combine lower complexity and high impact you can quickly get the ball rolling with your ServiceNow implementation The length of time required to implement goes up as you move from left to right due to increasing complexity so projects towards the right of the chart should be included in a longer-term vision and are better begun after yoursquove had a lsquoquick winrsquo

Fill out your own Impact vs Complexity chart below

8

When starting your ServiceNow journey itrsquos helpful to show decision-makers a quick win around three months in Always make sure itrsquos something that can realistically be achieved within the time frame By showing yoursquore willing to start small manage expectations and show results yoursquore more apt to get a yes for larger projects from stakeholders In addition quick wins can cause a chain reaction ndash making more complex projects easier to implement once the foundation has been laid with smaller projects

First start by listing out the ServiceNow projects you want to tackle ie Service Portal CMDB Service Mapping etc

1 23 4 5 6

7 89 10 11 12

Complexity

Map where each project lands on your complexity chart

Low High

Low

Hig

hIm

pact

9

Craft your ServiceNow Roadmap Your roadmap factors in your timeline and what concrete steps you need to complete to arrive at a successful ServiceNow implementation With the help of a dedicated ServiceNow partner you can get access to Advisory and Technical expertise gleaned from hundreds of go-lives

Pictured below is a 6-month roadmap example At the bottom the plan is broken into short-term and mid-term goals according to the complexity and length of time needed to implement There are a number of tracks as well The first is an establishment of governance practice for the platform The other tracks deal with process improvement and technical enablement There are also capabilities and outcomes being developed along the way as well as a critical point where those things come together as part of the larger effort

Sample 6-Month Plan

Based on this example roadmap fill out your own simplified versions of a roadmap One 6-month version with specific quick wins and a 2-year version with long-term goals

Month 1 Month 2 Month 3 Month 4 Month 5 Month 6

Year 1 | Q1 Year 1 | Q2 Year 1 | Q3 Year 1 | Q4 Year 2 | Q1 Year 2 | Q2 Year 2 | Q3 Year 2 | Q4

10

Often overlooked is the ldquopeoplerdquo and the ldquoprocessrdquo side of your ServiceNow implementation Until now

While implementing ServiceNow is a ldquotechnical changerdquo itrsquos also a change in the way your employees work or how your customers interact with your business Making sure everyone is on the same page ndash every step of the way ndash is instrumental for your success with the platform Thatrsquos when having a clear strategy for Organization Change Management comes in hand

Organizational Change Management (or OCM) is the people side of change management It is a framework for managing the effect of new business processes technological processes and changes in your organizational structure or even cultural changes within an enterprise OCM and OCM strategies set expectations and provide the tools needed to learn new behaviors

Many companies today are looking to become more agile and have workforces that easily adapt to changing business needs Executing OCM well and providing a great change experience empowers your workforce to embrace and drive future changes They come to view change as a positive experience

bull Here are some strategies you can execute to make sure everyone is confident and feels as though they have equal ownership in the changesbull Have your marketing and communications teams create a buzz about ServiceNow with consistent communication and advertising of ServiceNow and the value it will bring bull Host lunch amp learns for fulfillers to get used to the system before a formal training bull Create an all-hands webinar for the departments affected by the change and allow your executive sponsor to share the vision and roadmap

II Address Organization(al) Change Management Alongside the Technical Implementation

Week -3 amp Prior Week -2 Week -1 Go-LiveUpgrade Week +1

Communications Training Marketing Event

Introductory communications In-Platform News Feed live feed support group post project details FAQ training information drive awareness create buzz make it memorable email signatures highlight value and upcoming events training to platform teams in a weekly email provide links to internal

site and other info via a weekly email

Lunch amp Learns Expose users to new system before formal training focus on a target area each week should correspond with the weekly email message include QampA

End User Training Only show them the areas they will use share best practices

Team Lead Training Teach them to do their job in new system with

formal training materials in classroom style training

Kick-off Webinar OverviewAll-Hands

Exec sponsor speak to value of project provide

overview of what to expect advertise for change champions if needed

Self-Serve Fulfiller Manager Training Post all training material in KB pre-populate as favorite on homepages

based on role include video overview training

Announcements amp Promotions Create a buzz and drive awareness of upcoming events include webinars and celebration announce kickoff event use a theme to send out

emails with weekly activities and additional information prepare fulfillers for upgrades or implementations with webinars

Launch Week Webinar (all employees) and Giveaways Show

executive support do a quick overview demo

share where to go with questions drive awareness of go-live events and available

assistanceGiveaways engage audience and drive awareness attach

important information like event dates to the gifts

UpgradeImplementation Success Email Email

that includes final details about the upgrade or

implementation

Recognize Champions Thank project team

members highlight those who volunteered as ldquochange championsrdquo

Go-Live Celebration Make sure your exec sponsor

speaks open celebration to all in large room or

teleconference make the event engaging and fun (and enjoy delicious Go-

Live cake)

Review this sample communication plan so you can build your own

You can even click on each box to get more information about the specific activity or templates to help make the process even easier

11

Sample Communication Plan

6

Solidify Executive Support Think about who would be the best (championguideherosupporter) of your ServiceNow vision What will be the best way to present ServiceNow to them Once yoursquove decided on your sponsor wow them with carefully collected and presented information on ServiceNow and how it can be leveraged to best support your business Focus on specific outcomes that matter to stakeholders and make sure they align with your executive goals and strategies whether that be productivity improved employee or customer satisfaction increased revenue etc

Define your ServiceNow Vision Think about the results yoursquore after with your ServiceNow transformation or implementation Find what goals yoursquod like to accomplish Take your time with this step as proper preparation can make or break your ServiceNow implementation Talk to employees and get the data you need to understand how ServiceNow can transform your organization You must think critically about what yoursquod like the end result to be before you can decide next steps

Key questions to ask yourself when yoursquore developing your vision may include

bull What are the processes yoursquore doing today bull What are the business problems yoursquore trying to solve bull Whatrsquos working well today and what needs to be improved bull Whatrsquos a must-have vs nice to have

Create a vision map which includes a vision statement and guiding principles in your Request for Proposal For example below is a sample vision map for a proposed HR Service Delivery project

Vision StatementWe aim to provide a consumer-style service to empower our employees to easily get what they need - wherever whenever

Guiding Principles

Attributes

Measures amp Milestones

Simple Scalable Empowering

ldquoOne stop shoprdquo for all employees to find what they need

Efficient and user-friendly (no more than three clicks to get what yoursquore looking for) Mobile friendly is a must

One entry point via employee service portal

Reduction in number of steps (and time it takes) to get what employees need

Flourishing Knowledgebase reduce number of tier-1 cases

Solution should be scalable (and flexible) to our businessrsquo and employeersquos changing needs

Frequent and regular enhancements to our technical solution and our processes

Upgrade to new ServiceNow release (once a year now eventually 2x a year)

Solution should empower employees to get what they need

Solution should allow HR employees to spend time on strategic and valuable initiatives

HR employees Less time on mundane tasks more time tackling cases

Increase in timeliness Improve ESAT Employees Self solve via knowledgebase amp easily create cases

Vision Statement

Guiding Principles

Attributes

Measures amp Milestones

Fill out your own vision map here

7

Define your ServiceNow Initiatives This is where you outline the steps needed to achieve the goals you identified in step two What actions need to be taken to realize these goals Think step-by-step what must be done and break tasks down into manageable chunks Defining these initiatives will help with improvements in your organization and give you measurable results

You may also consider enlisting the help of a trusted ServiceNow partner to more strategically plan out your steps A partner will help you identify the relevant modules for your business imperatives prioritize based on your timeline and budget and ensure you arenrsquot missing anything in your project plan Either way the key here is to make sure that you look at the full picture you want your ServiceNow program to incorporate in both the near term and looking forward for the next three to five years

Once yoursquove figured out your ServiceNow initiatives define their level of impact and complexity and map it on an Impact vs Complexity chart (If yoursquore looking to create a chart we have one on the next page)

An Impact vs Complexity chart helps to identify what steps to take and how to move through them The impact of a particular project or task runs from low to high on left side while the complexity runs from low to high across the bottom Itrsquos important to focus on the upper left hand of your chart as these projects can be quick wins ndash those that will have the most impact for the least amount of time and financial investment

By picking out tasks that combine lower complexity and high impact you can quickly get the ball rolling with your ServiceNow implementation The length of time required to implement goes up as you move from left to right due to increasing complexity so projects towards the right of the chart should be included in a longer-term vision and are better begun after yoursquove had a lsquoquick winrsquo

Fill out your own Impact vs Complexity chart below

8

When starting your ServiceNow journey itrsquos helpful to show decision-makers a quick win around three months in Always make sure itrsquos something that can realistically be achieved within the time frame By showing yoursquore willing to start small manage expectations and show results yoursquore more apt to get a yes for larger projects from stakeholders In addition quick wins can cause a chain reaction ndash making more complex projects easier to implement once the foundation has been laid with smaller projects

First start by listing out the ServiceNow projects you want to tackle ie Service Portal CMDB Service Mapping etc

1 23 4 5 6

7 89 10 11 12

Complexity

Map where each project lands on your complexity chart

Low High

Low

Hig

hIm

pact

9

Craft your ServiceNow Roadmap Your roadmap factors in your timeline and what concrete steps you need to complete to arrive at a successful ServiceNow implementation With the help of a dedicated ServiceNow partner you can get access to Advisory and Technical expertise gleaned from hundreds of go-lives

Pictured below is a 6-month roadmap example At the bottom the plan is broken into short-term and mid-term goals according to the complexity and length of time needed to implement There are a number of tracks as well The first is an establishment of governance practice for the platform The other tracks deal with process improvement and technical enablement There are also capabilities and outcomes being developed along the way as well as a critical point where those things come together as part of the larger effort

Sample 6-Month Plan

Based on this example roadmap fill out your own simplified versions of a roadmap One 6-month version with specific quick wins and a 2-year version with long-term goals

Month 1 Month 2 Month 3 Month 4 Month 5 Month 6

Year 1 | Q1 Year 1 | Q2 Year 1 | Q3 Year 1 | Q4 Year 2 | Q1 Year 2 | Q2 Year 2 | Q3 Year 2 | Q4

10

Often overlooked is the ldquopeoplerdquo and the ldquoprocessrdquo side of your ServiceNow implementation Until now

While implementing ServiceNow is a ldquotechnical changerdquo itrsquos also a change in the way your employees work or how your customers interact with your business Making sure everyone is on the same page ndash every step of the way ndash is instrumental for your success with the platform Thatrsquos when having a clear strategy for Organization Change Management comes in hand

Organizational Change Management (or OCM) is the people side of change management It is a framework for managing the effect of new business processes technological processes and changes in your organizational structure or even cultural changes within an enterprise OCM and OCM strategies set expectations and provide the tools needed to learn new behaviors

Many companies today are looking to become more agile and have workforces that easily adapt to changing business needs Executing OCM well and providing a great change experience empowers your workforce to embrace and drive future changes They come to view change as a positive experience

bull Here are some strategies you can execute to make sure everyone is confident and feels as though they have equal ownership in the changesbull Have your marketing and communications teams create a buzz about ServiceNow with consistent communication and advertising of ServiceNow and the value it will bring bull Host lunch amp learns for fulfillers to get used to the system before a formal training bull Create an all-hands webinar for the departments affected by the change and allow your executive sponsor to share the vision and roadmap

II Address Organization(al) Change Management Alongside the Technical Implementation

Week -3 amp Prior Week -2 Week -1 Go-LiveUpgrade Week +1

Communications Training Marketing Event

Introductory communications In-Platform News Feed live feed support group post project details FAQ training information drive awareness create buzz make it memorable email signatures highlight value and upcoming events training to platform teams in a weekly email provide links to internal

site and other info via a weekly email

Lunch amp Learns Expose users to new system before formal training focus on a target area each week should correspond with the weekly email message include QampA

End User Training Only show them the areas they will use share best practices

Team Lead Training Teach them to do their job in new system with

formal training materials in classroom style training

Kick-off Webinar OverviewAll-Hands

Exec sponsor speak to value of project provide

overview of what to expect advertise for change champions if needed

Self-Serve Fulfiller Manager Training Post all training material in KB pre-populate as favorite on homepages

based on role include video overview training

Announcements amp Promotions Create a buzz and drive awareness of upcoming events include webinars and celebration announce kickoff event use a theme to send out

emails with weekly activities and additional information prepare fulfillers for upgrades or implementations with webinars

Launch Week Webinar (all employees) and Giveaways Show

executive support do a quick overview demo

share where to go with questions drive awareness of go-live events and available

assistanceGiveaways engage audience and drive awareness attach

important information like event dates to the gifts

UpgradeImplementation Success Email Email

that includes final details about the upgrade or

implementation

Recognize Champions Thank project team

members highlight those who volunteered as ldquochange championsrdquo

Go-Live Celebration Make sure your exec sponsor

speaks open celebration to all in large room or

teleconference make the event engaging and fun (and enjoy delicious Go-

Live cake)

Review this sample communication plan so you can build your own

You can even click on each box to get more information about the specific activity or templates to help make the process even easier

11

Sample Communication Plan

Vision Statement

Guiding Principles

Attributes

Measures amp Milestones

Fill out your own vision map here

7

Define your ServiceNow Initiatives This is where you outline the steps needed to achieve the goals you identified in step two What actions need to be taken to realize these goals Think step-by-step what must be done and break tasks down into manageable chunks Defining these initiatives will help with improvements in your organization and give you measurable results

You may also consider enlisting the help of a trusted ServiceNow partner to more strategically plan out your steps A partner will help you identify the relevant modules for your business imperatives prioritize based on your timeline and budget and ensure you arenrsquot missing anything in your project plan Either way the key here is to make sure that you look at the full picture you want your ServiceNow program to incorporate in both the near term and looking forward for the next three to five years

Once yoursquove figured out your ServiceNow initiatives define their level of impact and complexity and map it on an Impact vs Complexity chart (If yoursquore looking to create a chart we have one on the next page)

An Impact vs Complexity chart helps to identify what steps to take and how to move through them The impact of a particular project or task runs from low to high on left side while the complexity runs from low to high across the bottom Itrsquos important to focus on the upper left hand of your chart as these projects can be quick wins ndash those that will have the most impact for the least amount of time and financial investment

By picking out tasks that combine lower complexity and high impact you can quickly get the ball rolling with your ServiceNow implementation The length of time required to implement goes up as you move from left to right due to increasing complexity so projects towards the right of the chart should be included in a longer-term vision and are better begun after yoursquove had a lsquoquick winrsquo

Fill out your own Impact vs Complexity chart below

8

When starting your ServiceNow journey itrsquos helpful to show decision-makers a quick win around three months in Always make sure itrsquos something that can realistically be achieved within the time frame By showing yoursquore willing to start small manage expectations and show results yoursquore more apt to get a yes for larger projects from stakeholders In addition quick wins can cause a chain reaction ndash making more complex projects easier to implement once the foundation has been laid with smaller projects

First start by listing out the ServiceNow projects you want to tackle ie Service Portal CMDB Service Mapping etc

1 23 4 5 6

7 89 10 11 12

Complexity

Map where each project lands on your complexity chart

Low High

Low

Hig

hIm

pact

9

Craft your ServiceNow Roadmap Your roadmap factors in your timeline and what concrete steps you need to complete to arrive at a successful ServiceNow implementation With the help of a dedicated ServiceNow partner you can get access to Advisory and Technical expertise gleaned from hundreds of go-lives

Pictured below is a 6-month roadmap example At the bottom the plan is broken into short-term and mid-term goals according to the complexity and length of time needed to implement There are a number of tracks as well The first is an establishment of governance practice for the platform The other tracks deal with process improvement and technical enablement There are also capabilities and outcomes being developed along the way as well as a critical point where those things come together as part of the larger effort

Sample 6-Month Plan

Based on this example roadmap fill out your own simplified versions of a roadmap One 6-month version with specific quick wins and a 2-year version with long-term goals

Month 1 Month 2 Month 3 Month 4 Month 5 Month 6

Year 1 | Q1 Year 1 | Q2 Year 1 | Q3 Year 1 | Q4 Year 2 | Q1 Year 2 | Q2 Year 2 | Q3 Year 2 | Q4

10

Often overlooked is the ldquopeoplerdquo and the ldquoprocessrdquo side of your ServiceNow implementation Until now

While implementing ServiceNow is a ldquotechnical changerdquo itrsquos also a change in the way your employees work or how your customers interact with your business Making sure everyone is on the same page ndash every step of the way ndash is instrumental for your success with the platform Thatrsquos when having a clear strategy for Organization Change Management comes in hand

Organizational Change Management (or OCM) is the people side of change management It is a framework for managing the effect of new business processes technological processes and changes in your organizational structure or even cultural changes within an enterprise OCM and OCM strategies set expectations and provide the tools needed to learn new behaviors

Many companies today are looking to become more agile and have workforces that easily adapt to changing business needs Executing OCM well and providing a great change experience empowers your workforce to embrace and drive future changes They come to view change as a positive experience

bull Here are some strategies you can execute to make sure everyone is confident and feels as though they have equal ownership in the changesbull Have your marketing and communications teams create a buzz about ServiceNow with consistent communication and advertising of ServiceNow and the value it will bring bull Host lunch amp learns for fulfillers to get used to the system before a formal training bull Create an all-hands webinar for the departments affected by the change and allow your executive sponsor to share the vision and roadmap

II Address Organization(al) Change Management Alongside the Technical Implementation

Week -3 amp Prior Week -2 Week -1 Go-LiveUpgrade Week +1

Communications Training Marketing Event

Introductory communications In-Platform News Feed live feed support group post project details FAQ training information drive awareness create buzz make it memorable email signatures highlight value and upcoming events training to platform teams in a weekly email provide links to internal

site and other info via a weekly email

Lunch amp Learns Expose users to new system before formal training focus on a target area each week should correspond with the weekly email message include QampA

End User Training Only show them the areas they will use share best practices

Team Lead Training Teach them to do their job in new system with

formal training materials in classroom style training

Kick-off Webinar OverviewAll-Hands

Exec sponsor speak to value of project provide

overview of what to expect advertise for change champions if needed

Self-Serve Fulfiller Manager Training Post all training material in KB pre-populate as favorite on homepages

based on role include video overview training

Announcements amp Promotions Create a buzz and drive awareness of upcoming events include webinars and celebration announce kickoff event use a theme to send out

emails with weekly activities and additional information prepare fulfillers for upgrades or implementations with webinars

Launch Week Webinar (all employees) and Giveaways Show

executive support do a quick overview demo

share where to go with questions drive awareness of go-live events and available

assistanceGiveaways engage audience and drive awareness attach

important information like event dates to the gifts

UpgradeImplementation Success Email Email

that includes final details about the upgrade or

implementation

Recognize Champions Thank project team

members highlight those who volunteered as ldquochange championsrdquo

Go-Live Celebration Make sure your exec sponsor

speaks open celebration to all in large room or

teleconference make the event engaging and fun (and enjoy delicious Go-

Live cake)

Review this sample communication plan so you can build your own

You can even click on each box to get more information about the specific activity or templates to help make the process even easier

11

Sample Communication Plan

By picking out tasks that combine lower complexity and high impact you can quickly get the ball rolling with your ServiceNow implementation The length of time required to implement goes up as you move from left to right due to increasing complexity so projects towards the right of the chart should be included in a longer-term vision and are better begun after yoursquove had a lsquoquick winrsquo

Fill out your own Impact vs Complexity chart below

8

When starting your ServiceNow journey itrsquos helpful to show decision-makers a quick win around three months in Always make sure itrsquos something that can realistically be achieved within the time frame By showing yoursquore willing to start small manage expectations and show results yoursquore more apt to get a yes for larger projects from stakeholders In addition quick wins can cause a chain reaction ndash making more complex projects easier to implement once the foundation has been laid with smaller projects

First start by listing out the ServiceNow projects you want to tackle ie Service Portal CMDB Service Mapping etc

1 23 4 5 6

7 89 10 11 12

Complexity

Map where each project lands on your complexity chart

Low High

Low

Hig

hIm

pact

9

Craft your ServiceNow Roadmap Your roadmap factors in your timeline and what concrete steps you need to complete to arrive at a successful ServiceNow implementation With the help of a dedicated ServiceNow partner you can get access to Advisory and Technical expertise gleaned from hundreds of go-lives

Pictured below is a 6-month roadmap example At the bottom the plan is broken into short-term and mid-term goals according to the complexity and length of time needed to implement There are a number of tracks as well The first is an establishment of governance practice for the platform The other tracks deal with process improvement and technical enablement There are also capabilities and outcomes being developed along the way as well as a critical point where those things come together as part of the larger effort

Sample 6-Month Plan

Based on this example roadmap fill out your own simplified versions of a roadmap One 6-month version with specific quick wins and a 2-year version with long-term goals

Month 1 Month 2 Month 3 Month 4 Month 5 Month 6

Year 1 | Q1 Year 1 | Q2 Year 1 | Q3 Year 1 | Q4 Year 2 | Q1 Year 2 | Q2 Year 2 | Q3 Year 2 | Q4

10

Often overlooked is the ldquopeoplerdquo and the ldquoprocessrdquo side of your ServiceNow implementation Until now

While implementing ServiceNow is a ldquotechnical changerdquo itrsquos also a change in the way your employees work or how your customers interact with your business Making sure everyone is on the same page ndash every step of the way ndash is instrumental for your success with the platform Thatrsquos when having a clear strategy for Organization Change Management comes in hand

Organizational Change Management (or OCM) is the people side of change management It is a framework for managing the effect of new business processes technological processes and changes in your organizational structure or even cultural changes within an enterprise OCM and OCM strategies set expectations and provide the tools needed to learn new behaviors

Many companies today are looking to become more agile and have workforces that easily adapt to changing business needs Executing OCM well and providing a great change experience empowers your workforce to embrace and drive future changes They come to view change as a positive experience

bull Here are some strategies you can execute to make sure everyone is confident and feels as though they have equal ownership in the changesbull Have your marketing and communications teams create a buzz about ServiceNow with consistent communication and advertising of ServiceNow and the value it will bring bull Host lunch amp learns for fulfillers to get used to the system before a formal training bull Create an all-hands webinar for the departments affected by the change and allow your executive sponsor to share the vision and roadmap

II Address Organization(al) Change Management Alongside the Technical Implementation

Week -3 amp Prior Week -2 Week -1 Go-LiveUpgrade Week +1

Communications Training Marketing Event

Introductory communications In-Platform News Feed live feed support group post project details FAQ training information drive awareness create buzz make it memorable email signatures highlight value and upcoming events training to platform teams in a weekly email provide links to internal

site and other info via a weekly email

Lunch amp Learns Expose users to new system before formal training focus on a target area each week should correspond with the weekly email message include QampA

End User Training Only show them the areas they will use share best practices

Team Lead Training Teach them to do their job in new system with

formal training materials in classroom style training

Kick-off Webinar OverviewAll-Hands

Exec sponsor speak to value of project provide

overview of what to expect advertise for change champions if needed

Self-Serve Fulfiller Manager Training Post all training material in KB pre-populate as favorite on homepages

based on role include video overview training

Announcements amp Promotions Create a buzz and drive awareness of upcoming events include webinars and celebration announce kickoff event use a theme to send out

emails with weekly activities and additional information prepare fulfillers for upgrades or implementations with webinars

Launch Week Webinar (all employees) and Giveaways Show

executive support do a quick overview demo

share where to go with questions drive awareness of go-live events and available

assistanceGiveaways engage audience and drive awareness attach

important information like event dates to the gifts

UpgradeImplementation Success Email Email

that includes final details about the upgrade or

implementation

Recognize Champions Thank project team

members highlight those who volunteered as ldquochange championsrdquo

Go-Live Celebration Make sure your exec sponsor

speaks open celebration to all in large room or

teleconference make the event engaging and fun (and enjoy delicious Go-

Live cake)

Review this sample communication plan so you can build your own

You can even click on each box to get more information about the specific activity or templates to help make the process even easier

11

Sample Communication Plan

9

Craft your ServiceNow Roadmap Your roadmap factors in your timeline and what concrete steps you need to complete to arrive at a successful ServiceNow implementation With the help of a dedicated ServiceNow partner you can get access to Advisory and Technical expertise gleaned from hundreds of go-lives

Pictured below is a 6-month roadmap example At the bottom the plan is broken into short-term and mid-term goals according to the complexity and length of time needed to implement There are a number of tracks as well The first is an establishment of governance practice for the platform The other tracks deal with process improvement and technical enablement There are also capabilities and outcomes being developed along the way as well as a critical point where those things come together as part of the larger effort

Sample 6-Month Plan

Based on this example roadmap fill out your own simplified versions of a roadmap One 6-month version with specific quick wins and a 2-year version with long-term goals

Month 1 Month 2 Month 3 Month 4 Month 5 Month 6

Year 1 | Q1 Year 1 | Q2 Year 1 | Q3 Year 1 | Q4 Year 2 | Q1 Year 2 | Q2 Year 2 | Q3 Year 2 | Q4

10

Often overlooked is the ldquopeoplerdquo and the ldquoprocessrdquo side of your ServiceNow implementation Until now

While implementing ServiceNow is a ldquotechnical changerdquo itrsquos also a change in the way your employees work or how your customers interact with your business Making sure everyone is on the same page ndash every step of the way ndash is instrumental for your success with the platform Thatrsquos when having a clear strategy for Organization Change Management comes in hand

Organizational Change Management (or OCM) is the people side of change management It is a framework for managing the effect of new business processes technological processes and changes in your organizational structure or even cultural changes within an enterprise OCM and OCM strategies set expectations and provide the tools needed to learn new behaviors

Many companies today are looking to become more agile and have workforces that easily adapt to changing business needs Executing OCM well and providing a great change experience empowers your workforce to embrace and drive future changes They come to view change as a positive experience

bull Here are some strategies you can execute to make sure everyone is confident and feels as though they have equal ownership in the changesbull Have your marketing and communications teams create a buzz about ServiceNow with consistent communication and advertising of ServiceNow and the value it will bring bull Host lunch amp learns for fulfillers to get used to the system before a formal training bull Create an all-hands webinar for the departments affected by the change and allow your executive sponsor to share the vision and roadmap

II Address Organization(al) Change Management Alongside the Technical Implementation

Week -3 amp Prior Week -2 Week -1 Go-LiveUpgrade Week +1

Communications Training Marketing Event

Introductory communications In-Platform News Feed live feed support group post project details FAQ training information drive awareness create buzz make it memorable email signatures highlight value and upcoming events training to platform teams in a weekly email provide links to internal

site and other info via a weekly email

Lunch amp Learns Expose users to new system before formal training focus on a target area each week should correspond with the weekly email message include QampA

End User Training Only show them the areas they will use share best practices

Team Lead Training Teach them to do their job in new system with

formal training materials in classroom style training

Kick-off Webinar OverviewAll-Hands

Exec sponsor speak to value of project provide

overview of what to expect advertise for change champions if needed

Self-Serve Fulfiller Manager Training Post all training material in KB pre-populate as favorite on homepages

based on role include video overview training

Announcements amp Promotions Create a buzz and drive awareness of upcoming events include webinars and celebration announce kickoff event use a theme to send out

emails with weekly activities and additional information prepare fulfillers for upgrades or implementations with webinars

Launch Week Webinar (all employees) and Giveaways Show

executive support do a quick overview demo

share where to go with questions drive awareness of go-live events and available

assistanceGiveaways engage audience and drive awareness attach

important information like event dates to the gifts

UpgradeImplementation Success Email Email

that includes final details about the upgrade or

implementation

Recognize Champions Thank project team

members highlight those who volunteered as ldquochange championsrdquo

Go-Live Celebration Make sure your exec sponsor

speaks open celebration to all in large room or

teleconference make the event engaging and fun (and enjoy delicious Go-

Live cake)

Review this sample communication plan so you can build your own

You can even click on each box to get more information about the specific activity or templates to help make the process even easier

11

Sample Communication Plan

10

Often overlooked is the ldquopeoplerdquo and the ldquoprocessrdquo side of your ServiceNow implementation Until now

While implementing ServiceNow is a ldquotechnical changerdquo itrsquos also a change in the way your employees work or how your customers interact with your business Making sure everyone is on the same page ndash every step of the way ndash is instrumental for your success with the platform Thatrsquos when having a clear strategy for Organization Change Management comes in hand

Organizational Change Management (or OCM) is the people side of change management It is a framework for managing the effect of new business processes technological processes and changes in your organizational structure or even cultural changes within an enterprise OCM and OCM strategies set expectations and provide the tools needed to learn new behaviors

Many companies today are looking to become more agile and have workforces that easily adapt to changing business needs Executing OCM well and providing a great change experience empowers your workforce to embrace and drive future changes They come to view change as a positive experience

bull Here are some strategies you can execute to make sure everyone is confident and feels as though they have equal ownership in the changesbull Have your marketing and communications teams create a buzz about ServiceNow with consistent communication and advertising of ServiceNow and the value it will bring bull Host lunch amp learns for fulfillers to get used to the system before a formal training bull Create an all-hands webinar for the departments affected by the change and allow your executive sponsor to share the vision and roadmap

II Address Organization(al) Change Management Alongside the Technical Implementation

Week -3 amp Prior Week -2 Week -1 Go-LiveUpgrade Week +1

Communications Training Marketing Event

Introductory communications In-Platform News Feed live feed support group post project details FAQ training information drive awareness create buzz make it memorable email signatures highlight value and upcoming events training to platform teams in a weekly email provide links to internal

site and other info via a weekly email

Lunch amp Learns Expose users to new system before formal training focus on a target area each week should correspond with the weekly email message include QampA

End User Training Only show them the areas they will use share best practices

Team Lead Training Teach them to do their job in new system with

formal training materials in classroom style training

Kick-off Webinar OverviewAll-Hands

Exec sponsor speak to value of project provide

overview of what to expect advertise for change champions if needed

Self-Serve Fulfiller Manager Training Post all training material in KB pre-populate as favorite on homepages

based on role include video overview training

Announcements amp Promotions Create a buzz and drive awareness of upcoming events include webinars and celebration announce kickoff event use a theme to send out

emails with weekly activities and additional information prepare fulfillers for upgrades or implementations with webinars

Launch Week Webinar (all employees) and Giveaways Show

executive support do a quick overview demo

share where to go with questions drive awareness of go-live events and available

assistanceGiveaways engage audience and drive awareness attach

important information like event dates to the gifts

UpgradeImplementation Success Email Email

that includes final details about the upgrade or

implementation

Recognize Champions Thank project team

members highlight those who volunteered as ldquochange championsrdquo

Go-Live Celebration Make sure your exec sponsor

speaks open celebration to all in large room or

teleconference make the event engaging and fun (and enjoy delicious Go-

Live cake)

Review this sample communication plan so you can build your own

You can even click on each box to get more information about the specific activity or templates to help make the process even easier

11

Sample Communication Plan

Week -3 amp Prior Week -2 Week -1 Go-LiveUpgrade Week +1

Communications Training Marketing Event

Introductory communications In-Platform News Feed live feed support group post project details FAQ training information drive awareness create buzz make it memorable email signatures highlight value and upcoming events training to platform teams in a weekly email provide links to internal

site and other info via a weekly email

Lunch amp Learns Expose users to new system before formal training focus on a target area each week should correspond with the weekly email message include QampA

End User Training Only show them the areas they will use share best practices

Team Lead Training Teach them to do their job in new system with

formal training materials in classroom style training

Kick-off Webinar OverviewAll-Hands

Exec sponsor speak to value of project provide

overview of what to expect advertise for change champions if needed

Self-Serve Fulfiller Manager Training Post all training material in KB pre-populate as favorite on homepages

based on role include video overview training

Announcements amp Promotions Create a buzz and drive awareness of upcoming events include webinars and celebration announce kickoff event use a theme to send out

emails with weekly activities and additional information prepare fulfillers for upgrades or implementations with webinars

Launch Week Webinar (all employees) and Giveaways Show

executive support do a quick overview demo

share where to go with questions drive awareness of go-live events and available

assistanceGiveaways engage audience and drive awareness attach

important information like event dates to the gifts

UpgradeImplementation Success Email Email

that includes final details about the upgrade or

implementation

Recognize Champions Thank project team

members highlight those who volunteered as ldquochange championsrdquo

Go-Live Celebration Make sure your exec sponsor

speaks open celebration to all in large room or

teleconference make the event engaging and fun (and enjoy delicious Go-

Live cake)

Review this sample communication plan so you can build your own

You can even click on each box to get more information about the specific activity or templates to help make the process even easier

11

Sample Communication Plan

III Define a Governance Structure

12

Governance is simply protecting your ServiceNow investment for the future and ensuring you have the appropriate roles and responsibilities to govern the platform with clear executive sponsorship This framework establishes a demand process that allows you to make changes that align with the vision you created earlier in this worksheet (and will continue to evolve as you mature with ServiceNow)

You can break Governance into four key categories technical governance strategic governance portfolio governance and convergence governance ServiceNow defines each as follows

1 Technical Governance establishes standards to ensure the platform is technically sound and following good practices to ensure upgradability usability manageability performance and scalability 2 Strategic Governance establishes governing bodies and activities that align the platform with overall organizational strategies 3 Portfolio Governance establishes the processes and documentation related to the management of services provided on the platform and multiple workstreams4 Convergence Governance integrates the ServiceNow platform with the enterprise standards and data management between other systems It also positions the ServiceNow team as a strategic business partner of other teams throughout the company

13

Below is an example governance structure as defined by ServiceNow in their ServiceNow Governance Framework eBook with ownership roles and attributes Use this example to fill out your own strategic ServiceNow governance framework

Tech Governance

Role

Attr

ibut

es

Strategic Governance

Portfolio Governance

Convergence Governance

Tech Governance

Role

Attr

ibut

es

Strategic Governance

Portfolio Governance

Convergence Governance

Emphasis on basic platform management stability and supportability as a

foundation upon which to build

Defines the platform support model with clear roles responsibilities and

executive sponsorship

Introduces instance strategy data quality

platform policies and standards and

development best practices

Articulates the roadmap for ServiceNow utilization

features and functionality to maximize value and ROI

Establishes strategies that align key stakeholders account for resource

and funding plans and forecasted budgets

Creates an organizational change management plan with supporting activities to drive successful transition

an adoption

Defines business services within service portfolios

that are focused on markets customer needs deliverables and vendors

Aligns platforms and applications into an

application portfolio that takes costs capabilities

products and suppliers into consideration

Formalizes the ideation and demand processes that

empower decision-makers

Builds an integrated portfolio and identifies key performance indicators of

success

Governs platform data to manage and mature the enterprise-wide strategy

model and quality standards

Executes and audits platform compliance

control and test plans processes and stakeholder

requirements

CI O CTO Platform Owner or Architect Enterprise

Architect Enterprise Technology Owners

Platform Architect Platform Owner IT ProcessDomain Owner PortfolioService

Owner Demand Manager

CI O CTO Executive Sponsor Business Units Representatives Vendor Manager Key Supplier(s)

Platform Architect Platform Owner IT ProcessDomain Owners Program Manager

Project Manager(s)

13

Below is an example governance structure as defined by ServiceNow in their ServiceNow Governance Framework eBook with ownership roles and attributes Use this example to fill out your own strategic ServiceNow governance framework

Tech Governance

Role

Attr

ibut

es

Strategic Governance

Portfolio Governance

Convergence Governance

Tech Governance

Role

Attr

ibut

es

Strategic Governance

Portfolio Governance

Convergence Governance

Emphasis on basic platform management stability and supportability as a

foundation upon which to build

Defines the platform support model with clear roles responsibilities and

executive sponsorship

Introduces instance strategy data quality

platform policies and standards and

development best practices

Articulates the roadmap for ServiceNow utilization

features and functionality to maximize value and ROI

Establishes strategies that align key stakeholders account for resource

and funding plans and forecasted budgets

Creates an organizational change management plan with supporting activities to drive successful transition

an adoption

Defines business services within service portfolios

that are focused on markets customer needs deliverables and vendors

Aligns platforms and applications into an

application portfolio that takes costs capabilities

products and suppliers into consideration

Formalizes the ideation and demand processes that

empower decision-makers

Builds an integrated portfolio and identifies key performance indicators of

success

Governs platform data to manage and mature the enterprise-wide strategy

model and quality standards

Executes and audits platform compliance

control and test plans processes and stakeholder

requirements

CI O CTO Platform Owner or Architect Enterprise

Architect Enterprise Technology Owners

Platform Architect Platform Owner IT ProcessDomain Owner PortfolioService

Owner Demand Manager

CI O CTO Executive Sponsor Business Units Representatives Vendor Manager Key Supplier(s)

Platform Architect Platform Owner IT ProcessDomain Owners Program Manager

Project Manager(s)

IV Create amp Track Key Performance Indicators (KPIs)

14

Key Performance Indicators (KPIs) allow an organization to measure its effectiveness and its progress towards achieving its goals A set of quantifiable measurements helps demonstrate the effectiveness of ServiceNow With proven ROI tracking KPIs and reporting them to your executive stakeholders will give you the momentum to continue to build your ServiceNow practice

To develop the right strategy for creating KPIs itrsquos important to start at square one and understand what your organizational objectives are What is the vision and how do you plan to achieve it Combine existing data with feedback from employees and managers to gain a better understanding of which business processes need to be measured using KPIs

To know whether yoursquore achieving your business objectives and your organization is performing efficiently you need to collect data However figuring out how to collect the right data can be challenging Acoriorsquos 2019 ServiceNow Insight and Vision Report outlines the most popular KPIs ServiceNow users are tracking These include

bull Time to resolve an incident or request bull Service Level Agreements bull CSAT (Customer Satisfaction) bull Cost Savings bull ESAT (Employee Satisfaction)

KPIs can be adjusted to reflect your unique business objectives Think about your overall vision and decide which KPIs will reflect the most business value for your organization ndash those will likely make the most sense to start tracking

For example you may want to implement a new HR Service Portal that will reduce the time your HR department spends on answering mundane questions about vacation time paystubs or healthcare benefits KPIs you track should reflect this objective like how people found solutions via knowledge articles or if there was a decrease in phone calls to the HR department

15

V Maintain a Healthy ServiceNow Platform

One helpful strategy to ensuring the long term health of your total Platform is to get an independent assessment of your current ServiceNow implementation and recommendations to improve maintenance and upgradability

bull Platform flexibility bull Ensure Readiness for upgrade bull System usability review bull Assessment for future needs bull Peace of mind in platform maintenance

Get a health check

Always remember to look back at your work That custom-built solution you tirelessly worked to create two years ago may not be the right solution for your organization moving forward

Reach out to ServiceNow partners and have a consultation or a ldquohealth-checkrdquo so a team of ServiceNow experts can dive into the state of your instance and tell you where you stand in comparison to your peers and established best practices for the platform today

In addition to working with outside vendors to establish the health of your ServiceNow Platform you should always treat upgrades as an opportunity to look at how you can improve Have you talked with your team to see what their needs are What are the new modules or advances in the newest upgrade that might work best to solve for your team

Fill out the chart below after chatting with your internal ServiceNow team and other departments

Problem(s) your team wants to solve for (be detailed and give examples)

Module or Application in ServiceNow that can solve for that

Learn more about balancing risk and development with upgrades here

Check with your trusted partner (or reach out to a new one) to see if they offer that service

Now Yoursquore Empowered for True TransformationWith a better understanding of these 5 steps and a framework to execute them properly with this worksheet yoursquore ready to conquer your next ServiceNow project or implementation

16

Empower your ServiceNow Transformation with AcorioAcorio is the largest pure-play ServiceNow consultancy delivering real-world business outcomes throughout your ServiceNow journey

bull 100 focused on ServiceNowbull ServiceNow Elite Partnerbull Top Global Partner in total ServiceNow Certifications bull Serving Large Enterprises bull 200+ Employees bull History of Industry-Leading CSATs bull Employer of Choice with unparalleled talentbull Innovation Solutions including ServiceNow Certified Catalyst Program

Chat with us

Empower your ServiceNow Transformation with AcorioAcorio is the largest pure-play ServiceNow consultancy delivering real-world business outcomes throughout your ServiceNow journey

bull 100 focused on ServiceNowbull ServiceNow Elite Partnerbull Top Global Partner in total ServiceNow Certifications bull Serving Large Enterprises bull 200+ Employees bull History of Industry-Leading CSATs bull Employer of Choice with unparalleled talentbull Innovation Solutions including ServiceNow Certified Catalyst Program

Chat with us