ServiceNow is an Enterprise-wide platform that provides a suite of applications designed to facilitate workflow automation, enhance collaboration among different departments, and improve overall efficiencies across the business landscape.
Originally known for its IT Service Management (ITSM) capabilities, ServiceNow has expanded its offerings to cover a wide range of functions, including Human Resources, Customer Service, Security Operations, Industry Solutions (Healthcare, Manufacturing, etc.) and more.
Whether you already own ServiceNow and are looking to expand its capabilities across the Enterprise or you’re brand new to the “Now” Ecosystem, proper planning and strategic alignment is crucial to your success.
Here are 5 helpful questions to ask yourself when planning for ServiceNow:
1. Do you need licensing?
One of the first things you need to find out when looking to implement a new module is if you already have the licensing or not.
It’s incredibly common for new modules to be expansion of existing licensing, such as implementing Continual Improvement Management with ITSM Pro licenses a few months after a go-live; however expanding into net new modules may happen as well, such as implementing HAM Pro as an additional phase within your ServiceNow journey.
If new licensing is needed, this would be a good time to reach out to your ServiceNow account rep.
2. What features are the most important to reach your goals?
Next up is understanding the goals and scope for the new module: When you boil it down, what does it need to do? Which business problem is it solving?
For example for Software Asset Management (SAM), is the main focusing audit and inventory or is it reducing software spend? Understanding the priority of the features from the module will help you and your organization understand what makes sense for the implementation as a starting point.
3. What resources do you need?
The resources required for success is a key piece that should be determined as early as possible.
Are the stakeholders, those being impacted by the changes the most, and those expected to support the new module available for workshops? Have processes been documented and signed off on? Will they be available for testing and knowledge transfer?
One way to be entirely sure that this has been thought through and confirmed is with a RADIUS™ Engagement with Infocenter. By investing time to properly prepare for your ServiceNow initiative, your organization will be set up for success.
4. Timelines and Budget
Just as important as the resources is your organization’s expectations and willingness to pay for the new module as well as the timeline for it to be operational.
Is there a specific contract expiring that this new module needs to be live by? Is there a busy season where the primary stakeholders can’t devote time to the testing so the project needs to be done either before or after?
Another factor in this budget decision is the availability of internal resources. If those teams are at max capacity, it will be likely that a 3rd party, like a ServiceNow implementation partner, will need to fill those roles.
Other key things to consider within the budget is the support afterwards and if that will be internal or through a partner, such as Infocenter’s DEVSHOP™. Customers love DEVSHOP because it provides you with cost-effective continuity and capacity to keep your organization running at peak performance.
5. Picking a Partner
After all other factors have been considered, the most crucial step is picking the ServiceNow partner that’s right for you.
Not only does this require the technical ServiceNow certifications, but also a cultural fit and a deep understanding of the module and business unit implementing the module.
For example, on an HRSD implementation, Infocenter will staff the project with former HR Leaders who can understand the lingo on both the HR side and the ServiceNow side to ensure a successful implementation.
Another key differentiator between Partners is the CSAT (Customer Satisfaction) Score, which is an independent survey conducted by ServiceNow.
Finally, look for a partner who is willing to work with your organization to fulfill the outcomes of the project and the business goals you are trying to achieve for the long-run.
Unlock the full potential of ServiceNow
By investing time in comprehensive preparation and teaming up with a leading ServiceNow Partner like Infocenter, you can enable your organization to make informed decisions, streamline processes, and unlock the full potential of ServiceNow, ultimately contributing to your business’ improved service delivery and overall business success.
Speak with a ServiceNow expert today!