Get to Pro: The Fundamentals of Long-Term ServiceNow ITSM Pro Success

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Running a full-scale digital organization demands more than ever before. Teams need to deliver personalized, quick, and agile services at scale, all while offering on-demand support and guaranteeing consistent efficiency. As we’ve explored throughout our Get to Pro series, ServiceNow ITSM Pro offers a unique and powerful opportunity for companies to deliver these results and more. ITSM Pro provides AI-driven features designed to speed up everyday work, boosting productivity by over 30 percent. As your organization scales with ITSM, it may be time to look for opportunities to upgrade from the Standard package to Pro.


Long-Term Success with ServiceNow ITSM Pro

In this series, we explored differences between ITSM and ITSM Pro, features included in the solution, how to ensure effective change management and governance, and tips for fully developing some of its most powerful tools. Now, let’s dive into a recap of how to ensure long-term success for ITSM Pro as you scale—at every step from first implementation to continuous improvement. Here are four fundamentals to keep in mind throughout your Pro-driven digital transformation.


Develop a Comprehensive Vision Centered on Change and Agility

The right perspective is key for guaranteeing excellent change management and governance. Be sure to define your goals and vision from the beginning, as well as set expectations for continual change. Agility should become your new norm, providing a foundation for the unexpected. Not only will it help you improve throughout the years, but it could even result in high ROI quickly. According to MIT, 31 percent of organizations that identify as highly agile have increased EBITDA by at least 20 percent or more. 

By defining expectations first, you set your team up for success as they evaluate current operations before diving straight into initiatives. Prioritize understanding a bird’s-eye view of your current position and where you want to be. Create a chart to outline your starting point and your desired endpoint as well as the metrics you’d like to hit along the way. And don’t forget to define a workflow for how you’ll adapt as needed—you and your team will thank you for it later.


Start Small with the Big Picture in Mind

While getting started, it can be easy to want to hit the ground running. However, like we discussed in our Virtual Agent article, it’s best to start with the details while implementing a new tool. And that should be exactly how you look at your road map for adopting ITSM Pro. 

First, run metrics to decide which Pro features are a great fit for your organization. Then, run a pilot program to gather feedback from your end users and pivot as necessary. Taking it one step at a time will leave room for adjustments, saving you time and mistakes before scaling. 

Perfection isn’t the end goal—continuous improvement is. Don’t be afraid to adapt as many times as necessary to achieve your desired KPIs and empower your employees.


Prioritize the Employee Experience with AI-Powered Features

One of the most transformative ServiceNow ITSM Pro features is Predictive Intelligence, which provides intuitive automation that streamlines your workflows. Through this tool, organizations empower communication, connect to analytics in real time, and address IT-related issues more quickly through smart suggestions. Don’t leave your team to deal with every tech and digital transformation roadblock on their own. Instead, prioritize those features within Pro that facilitate more seamless workflows and, therefore, boost satisfaction.

Among these features are prebuilt templates. These help unload the burden of digital transformation from your employees, providing them with a proven foundation of best practices. That way, they can spend less time on administrative tasks and more time focused on proactivity and providing sufficient resources for the rest of your staff. With greater opportunities for meaningful interactions, your team will be able to accomplish what they do best!


Build Around Continuous Improvement

The heart of any digital transformation—including implementing ITSM Pro—should be continuous improvement. When your team’s eyes are on continuous improvement, you’ll drive more value while minimizing excessive spending or waste. It’s not about driving monumental change every day—it’s about taking small steps every day to invest in your goals. 

Improvement is only achievable when you have ownership and buy-in from your entire team. When employees feel that management has forced change upon them they don’t understand or want, it’s likely they’ll meet it with some resistance. On the other hand, their involvement could bring your implementation new ideas, as well as motivate them to put in more effort to accomplish these goals. 

Be sure to ask for consistent feedback, measure your progress, and respect any ideas that come your way. While unexpected, there’s always room for more great ideas to creep in as the team works through potential challenges. Keep your big picture in mind, but don’t be afraid to let go of small pieces of your vision in exchange for overall improvement.


Are You Ready to Innovate with ServiceNow ITSM Pro?

If you need 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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