Organizations dealing with service delivery today must adopt a strategic approach to IT service management (ITSM) in order to provide more value to the customer, as well increasing their own ROI.
Over the years, as businesses have become more agile, they have learned the ease, convenience and user experience of ITSM and translated the same into other business processes. Enterprise software, like ServiceNow, allows companies to streamline their processes and bring it together under one hood for unified view and analysis. Without automation software, enterprises can quickly get stuck in dysfunctional silos for every process in a vacuum and face challenges with day-to-day management and communication that can ultimately ruin your bottom line.
According to a research, 30 percent of ITSM projects are left incomplete due to discrepancies in their service definition. The success or failure of your ServiceNow software ultimately depends on the success of your implementation. Simply buying a ServiceNow license is not enough. Here are four tips on how to launch a ServiceNow implementation with the highest chance of success.
1) Focus on Mature Processes
Gartner recently produced a report that said organizations that deploy more mature processes are likely to reap a 7% cost benefit over their less mature counterparts. As such, IT delivery optimization has become a requisite to deliver value, where organizations are keen to define their business value first, by mapping processes to their respective service requirements. Therefore, IT service delivery is benefiting from Project Management techniques deployed throughout the service lifecycle to increase process maturity and be more agile.
The ServiceNow platform built using the Information Technology Infrastructure Library (ITIL) framework, can quickly help with the implementation of these processes following best practices.
2) Build a Service Catalogue Before Onboarding
Many organizations delay the service catalogue creation till after the onboarding process, as they feel that users are likely to request for features during onboarding. However, most of the requests you are likely to get during onboarding will be standalone, as a “one-off”. We recommend that you build your service catalogue before onboarding. Remember, creating a good, customer-centric service catalogue requires preparation. Be sure to provide your team clarification on the project, governance, key roles, language and other strategic inputs that can help devise a functional service catalogue. This will also give you a chance to review the process and make adjustments during or after the onboarding.
3) Don’t Ignore Patches and Upgrades
ServiceNow is a powerful tool that can help streamline your processes and help you derive more ROI from your investment. However, you will not be able to reap the full benefits of your platform if you don’t have plans to regularly update the patches and upgrades. ServiceNow provides periodic updates to fix bugs, or add features continually and these help you keep your software running smoothly. ServiceNow has also made it mandatory to upgrade and patch, and thus, you’re better off making plans for it during the implementation process.
4) Regular Operational Maintenance
Although ServiceNow is a modern cloud-first platform, it still requires regular review and maintenance to guarantee optimum performance benefits. You can use your own IT team by training them in ServiceNow methodologies for this purpose or hire an expert pool of resources by using a third-party managed service provider for the maintenance activities on a flexible payment method.
ProV is a premier global service delivery provider and also a one-stop shop for everything ServiceNow. We provide “best-in-class” implementation, testing, support, quality assurance, and more. Our long-term partnership with ServiceNow has given us the expertise and tools to help organizations leverage their ServiceNow solutions and boost their business.
ProV services include:
- IT Service Management
- IT Operations Management
- IT Business Management
- Security
- Customer Service
- Human Resources
Are you getting the most out of your ServiceNow licence? Take our FREE ServiceNow utilization assessment below today, and find out if you’re achieving the maximum benefits from your ServiceNow investment. Drop a comment below to see how ProV and ServiceNow can join forces to elevate your business. You can also contact us, and one of our experts will get back to you shortly.
