Get to Pro: How to Guarantee Excellent Change Management as You Upgrade to ServiceNow ITSM Pro

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3 minute read

Organizational change can be challenging for everyone involved. In fact, according to Gartner, 73 percent of employees affected by change report moderate to high stress levels. And while some people adapt well to and desire change, 62 percent either don’t like to leave their comfort zone or do so rarely. For these reasons and more, it is absolutely essential to equip your team with the support they need to face change proactively.


Effective Change Management with ITSM Pro

Effective change management helps improve employee satisfaction, maintain productivity, and make your digital transformation much more successful. In fact, according to one study of digital transformation projects, 81 percent of those with good change management came in on or under budget. 

How can your organization develop an excellent change management strategy to ensure everything goes to plan as you jump into ServiceNow ITSM Pro? Let’s dive into four essential best practices to help you assure your team has the support needed to tackle valuable transformation.


Make Change and Agility Your New Baseline

Organizations must prioritize agility and adapt to the only constant: change. According to Gartner, the typical organization has undertaken five major changes in the past few years. In fact, 75 percent of them expect to multiply major change initiatives going forward. As organizations consider top priorities, they need to prioritize agility. Without it, adapting and remaining relevant will be much harder. 

Preparing for change means creating a culture emphasizing continuous improvement. From investing in ongoing training, acquisitions, and partnerships to repeatedly evaluating success and changing direction along the way, organizations can instill processes that constantly leave room for refinement. Embracing change is the most valuable aspect of efficient change management and the hardest to guarantee. Embrace agility at scale to develop value across the organization, and encourage your teams to work collaboratively to achieve the same clear outcomes.


Develop a Strategic Vision with Scenario Planning

Creating a strong vision is key to great change management and ensures all of your teams are prioritizing the same goals. 

Start by identifying your core company needs: What should be streamlined and/or enhanced? What do you expect to come out of these advancements? It is critical that you start your process by knowing exactly what you want to strengthen and how you plan to do it. For example, perhaps your team wants to improve solution delivery and the user experience. Identifying the need is great, but be sure to explain exactly what you will do to achieve those goals and how you will adapt if the strategy doesn’t go to plan.

Before diving into change initiatives right away, take the time to evaluate your current operations. Understanding your processes will help you develop specific strategies and outcomes necessary to achieve your goals. Outline your strategic objectives in a chart that includes information about your starting point (i.e., traditional IT security and infrastructure) and your desired endpoint (i.e., Cloud-based infrastructure and security). This will help you organize and scale throughout the process while ensuring your goals are always top of mind.


Unify Across Departments for Collaborative Politics

One of the biggest challenges organizations face while implementing new technologies is getting buy-in for the best ideas and urgent needs—especially considering limited resources. You can’t solve what everyone thinks is the most important issue in your organization—but you can address the problems affecting productivity the most. The key to overcoming the seemingly insurmountable challenge of prioritizing these issues is to drive well-informed decision-making across departments through a single view. 

Creating and instilling a governance model that includes all stakeholders and departments is essential for creating collaborative perspectives. This framework should use an approved plan for decision-making that enables IT to evaluate priorities and their significance within your current business situation. This model also ensures leadership has a clear link across disciplines, allowing IT to focus on the most important projects proposed to them while minimizing roadblocks to consistent decision-making.


Study Use Cases to Prioritize Your Core Needs

Once your team clearly understands which goals are most important, it’s time to choose which technologies to implement. ServiceNow ITSM Pro has eight additional features compared to the standard ITSM package. Which of these will most help you drive the excellence you’re striving for? 

Evaluating a wide range of use cases will help you determine which systems to focus on and how to best implement and manage them. While it can be easy to see the value in every tool, it’s essential to keep your goals at the forefront of your transformation. Then, as you identify, review, and select features, you can adopt innovative solutions more quickly and enable your organization to be agile and adapt to shifting priorities in your industry. The better IT understands how these tools can be used rather than what they do, the more effortlessly they can implement what will drive the most significant growth.


Are You Ready to Innovate with ServiceNow ITSM Pro?

If you’re searching for a ServiceNow Partner to help you implement and/or manage ServiceNow ITSM Pro, Crossfuze offers the best of both worlds. As an enterprise ServiceNow Elite Partner, Crossfuze has the deep industry experience you need, making it a top 1 percent partner for delivering long-term, consistent success globally. Crossfuze is also small enough to give your business the careful attention it deserves. We can even help you integrate the entire ITSM Pro suite in as little as six weeks.

Don’t sacrifice any aspect of comprehensive ServiceNow support: Reach out to us at to learn more.

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