ServiceNow Implementation success and challenges

ServiceNow has been widely adopted by businesses to be successful in their digital transformation journey. ServiceNow is not just a technology, it's a digital transformation strategy. To get better results with ServiceNow, organizations need to have a robust ServiceNow implementation strategy. If you don't, you won't get the full benefits of ServiceNow, and the implementation will be more costly and time-consuming than you planned. It is important to do a thorough analysis of possible challenges and prepare a way to handle those challenges. Here we discuss the top 10 ServiceNow implementation challenges faced by most businesses.

1. Inaccurate Assessment

Despite organizations moving to agile development models, businesses fail to get their ServiceNow implementation right. This is due to not devoting enough time to create a clear-cut analysis about business challenges, document needs, and designing a solution before implementation even begins. A ServiceNow implementation needs to be planned rigorously.

2. Unnecessary Customizations

The modernization of legacy systems is the goal of many businesses. A common mistake businesses make however is trying to customize ServiceNow to support the legacy systems in place. It may seem easier to design the application around legacy systems that employees are already familiar with, but it ultimately hinders the effectiveness of ServiceNow.

In most cases, too much customization can be costly and complex. Custom-built solutions cost more and require upgrades and continuous maintenance. There have been many cases where replacing legacy systems with ServiceNow's out-of-the-box solutions makes the whole workflow more efficient.

3. Failing to Relate to Higher Business Objectives

If you're already an existing ServiceNow user or a new user, it is vital to think about the larger goal when you consider a ServiceNow implementation. If you already have ServiceNow, make sure to evaluate designs with other Product Owners, Admins, or Enterprise Architects to guarantee that the adjustments you are proposing won’t mess with prevailing business systems. For those newly adopting ServiceNow, thoroughly analyze the existing systems and understand the impact a ServiceNow implementation would have.

4. Complex Workflows

Convoluted workflows increase the complexity of implementing the ServiceNow platform. Users find it challenging to understand and map out the intricate workflows of a business application. If the workflow is intricate, there is a high chance of losing data during this process.

5. Too Many Integrations

Businesses often have various separate systems and applications and find it difficult to administer and manage these systems. It can be too complex to introduce and integrate a new application within the existing application ecosystem. Improperly integrating systems adds additional headaches to troubleshoot and streamline.

6. Obsolete Processes

Not ensuring that processes are updated and ready for integration may affect the overall ServiceNow implementation process and affects the data streams sourced from various business processes.

7. Impact on Stakeholders

Having detailed information about the stakeholders impacted by the proposed ServiceNow implementation is a cultural and technical initiative. Configuration of ServiceNow is broadly centered on groups and responsibilities, that characterizes the extent of access a particular role should be given. If you don't take the time to listen and gain feedback from affected stakeholders, the implementation process will be much more challenging. Access levels will be incorrect, second-hand knowledge of department processes will be inaccurate, and so on. This can affect overall work and business efficiency.

8. Lack of Skilled Implementation Team

Employing an unskilled and inexperienced team to conduct a ServiceNow implementation will lead to improper or failed implementation. Working with an official ServiceNow Partner or employ ServiceNow certified developers is the only way to ensure a successful ServiceNow implementation.

(We share the top roles you need to have on your ServiceNow Implementation Team ---> Read More)

9. Failing to Use Assistance

It would be foolish to think nothing will go wrong in a ServiceNow implementation. The truth is, flaws may result after the project is deployed, which may require the assistance of experienced ServiceNow Service Providers. Consider including a sufficient period for support as a part of your project strategy and ensure your ServiceNow implementation partner is aware of this need. In most cases, not accounting for this support leaves the ServiceNow implementation process at a crossroads.

10. Inappropriate Training

Having preliminary training on ServiceNow will be of no help in understanding the overall application needs. As each business has a different reason to adopt ServiceNow, it is important to have a ServiceNow implementation expert that's trained on every detail of the application in context to your specific business needs and objectives.