Written by: Crossfuze
Real-world experience is one of the most valuable ways to learn, and nowhere is that adage truer than when modernizing your Enterprise Service Management (ESM) operations by investing in ServiceNow. As a veteran ServiceNow implementation consultant, I’ve heard far too many horror stories about migrating off the old platform (from another vendor) to ServiceNow — challenges that stem from a lack of proper upfront planning and preparation. In all these instances, the implementation suffers from a non-compelling vision, weak business case, limited-view roadmap, lack of a comprehensive Organizational Change Management plan, and/or resource skill gaps. As a result, migration efforts flounder and flail, leaving leadership to question the investment in ServiceNow. They think it’s the platform, when in reality it’s the people, process, and planning that created the weak link to success. The good news is that the weak links can be fixed quickly with the right approach, mindset, and guidance.
ServiceNow is a powerful platform built on ESM best practices. It automates and connects all of your workflows and disconnected databases, so you’re able to work more efficiently and deliver superior service to customers and employees. At the same time, the journey to ServiceNow success is almost certainly going to be more challenging and complex than any previous technology initiative you’ve ever led. In my experience, the frustration and setbacks that most companies deal with can be traced to a handful of pain points that they just can’t seem to fully wrap their heads around. I’ve boiled down these pain points into what I call the five essential truths that every ESM leader should know when migrating to ServiceNow:
The journey to ServiceNow success can feel overwhelming if you don’t plan properly and learn everything you can from those who have come before you. That’s why it’s so important for me to share my real-world insights with others: First, embrace the customization capabilities of ServiceNow and know that out-of-the-box may not be all you need. Second, don’t try to force ServiceNow to conform to your legacy workflows; instead, take advantage of the best practices built into the platform. Third, build a strong business case that you can associate with wins, so you can proactively combat the relentless scrutiny of your ServiceNow investment. Fourth, recognize that many of your employees will be reluctant to embrace ServiceNow; a “one size fits all” philosophy is not the right approach to rolling out ServiceNow. And finally, assume you’re going to create unexpectedly fast and unstoppable momentum on your ServiceNow journey; you’ve got to think beyond today and develop a roadmap for success that will span the next three to five years.
This blog post originally appeared on Medium.com