Overcoming ServiceNow implementation challenges
Overcoming ServiceNow implementation challenges: 5 lessons from a former practitioner
In the world of IT service management (ITSM) and digital transformation, ServiceNow has emerged as a leading platform, offering an array of functionalities and capabilities. The platform’s appeal lies in its power to automate workflows and streamline business processes, ultimately transforming the way businesses operate.
But a ServiceNow implementation can be a complex process with common challenges that could hinder the full potential of your investment. As such, the need for a clear roadmap, solid project management, and the right ServiceNow implementation partner becomes paramount.
Governance is the implementation fairy godmother you didn’t know you needed
In the complex labyrinth of ServiceNow implementation, governance often emerges as a key component. It is the mechanism that holds the implementation process together and ensures that the IT team aligns with the business needs.
According to Christine, “When you’re starting the platform, you have to start with governance.” She acknowledges that a successful ServiceNow implementation demands a robust structure to manage the new technology.
A steering committee is instrumental in maintaining the platform’s value while managing a growing backlog. The committee is essentially a group of stakeholders who provide guidance and monitor the implementation. She advises having a steering committee and a governance framework in place so that you can prioritize the backlog that grows after the service portal launches and grows in popularity across the organization.
Step by step
ServiceNow offers immense functionalities and the potential to automate and streamline various workflows. However, the temptation to unlock every functionality can be overwhelming and counterproductive.
Implementing ServiceNow isn’t about trying to solve all your problems at once or moving all legacy items in a lift-and-shift approach. Christine cautions against such common pitfalls, recommending a focus on “out-of-box configuration over customization.” She candidly admits, “I made tons of mistakes. So it’s really nice to be able to say to our clients, ‘Yeah, I did that. Don’t do that. That’s a bad idea.’”
Start Small
Starting small and scaling up is a methodology that applies to almost any digital transformation project. It is even more relevant in the ServiceNow context, considering the extensive functionality and flexibility it offers. Start small with a minimum viable product (MVP).
For a successful implementation, you don’t need to wait six months down the line to realize the platform’s value. Christine suggests “starting with an MVP and then building on that from a best-practice perspective.” This MVP approach allows for an iterative process, providing quick wins, and maintaining momentum, all while gradually introducing end users to the new system.
Photo by ZIN NGUYEN / Gamora Mag
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