Avoid typical mistakes when introducing ServiceNow

The ServiceNow tool used to manage and integrate support for IT and non-IT service management processes has been widely used for some time because the platform can achieve a high level of service automation and the SaaS approach is widely accepted in the market.

However, according to Sebastian Biebl, head of ServiceNow, ITSM Group Competence Center, the introduction of this software is usually accompanied by basic errors. Based on this, he outlined the following recommendations:

Don’t treat implementation as a major technical project

Migrating to the ServiceNow platform lays the foundation for optimization using “state-of-the-art” tools, but if organizational conditions and processes remain the same, the use of modern tools alone usually does not yield any significant additional benefits. In this regard, the introduction of software must be understood as an optimization project, which includes an overall view of the organization and process, because for example, the operation and control process and the responsibilities, roles, skills and resources may change. This needs to be in the project organization Consider accordingly. In order to generate the greatest possible added value from the use of ServiceNow, it is recommended to first check the processes and analyze their possibility of passing ServiceNow in the context of the introduction, which may improve efficiency.

Pay attention to the correct composition of the project

The need for a holistic approach means that the team must not only have technical skills. On the contrary, one of the key success factors introduced by ServiceNow is the consideration of the entire range of requirements. This started with the senior manager as the project strategy driver and platform leader, but the project manager and the technical administrator of the operation implementation are also important participants in the project team. In addition, for how to design an appropriate process or how to improve the existing process, you must have process capabilities. The platform manager plays a key role here because he is the liaison between ServiceNow and internal customer stakeholders and is responsible for the platform’s demand management.

Develop a clear vision

There are examples of ServiceNow implementation. Due to the lack of a clear target definition at the beginning of the project, despite the high investment costs, an effective and sustainable service management structure was not created. Therefore, it is necessary to clarify which processes should be mapped to the issues on the platform in which time periods in order to develop a clear roadmap related to this.

Use appropriate project methods

Agile methods such as Scrum can be used for project planning, but companies often do not have sufficient skills. In this regard, choosing the right project method is very important. This can also include first training courses on agile programs or using a combined approach based on Scrum and waterfall models.

Avoid long and complicated planning phases in the project

If the question of what costs (extending to the future or even further) will be incurred in the entire project must first be clarified in too much detail, then a lot of effort will be generated. Rather than starting from the long and complicated planning phase, we recommend a method that generates rapid added value in an iterative process based on a defined roadmap and works towards the desired target image. This requires the support of experienced experts who work with them in the core team’s seminar to determine the relevant topic blocks and estimate the workload so that the first two or three weeks of sprints can be started immediately. Then define the story of the new sprint to quickly generate results in development through an iterative approach.

Planning the learning curve

Only in operation can it finally become clear whether the new process step is working in the required way. In this regard, it is recommended to observe the function in practice for about two months, and then modify it if necessary. However, these learning cycles must also be budgeted.

Don’t forget the supplier strategy

It must be clarified which processes will be mapped into the system in the mid-term of about two years. Because this will also affect the provider’s issues, such as whether the entire requirements should be mapped through the service provider, or whether they should be transferred to various professional partners on the basis of specific topics. In addition, when selecting a supplier, it must be considered that the service provider’s delivery structure has the necessary flexibility to cope with the new requirements that continue to emerge in the program. In order to avoid organizational and technical issues and still maintain a high degree of flexibility, it is recommended to conduct regular and close coordination between customers and suppliers, such as clarifying architectural issues.

www.itsmgroup.com