How to define the right vision for your ServiceNow project

This blog was originally published by Fruition Partners. Since then, Fruition Partners has become the ServiceNow practice within DXC Technology.

The service transformation vision and key project goals should be defined in terms of the things that really matter to your company, not just that ServiceNow is implemented to quality, time, and cost.

Implementation success is of course important but, from a business perspective, the most important project goals will relate to business-level outcomes such as:

    • Improved efficiency and reduced costs
    • A better customer experience for both external customers and employees
    • Improved governance, with the ability to meet compliance requirements
    • Increased speed of change – to quickly deliver improvements and new innovations as needed
    • Reduced operational wastage, such as the removal of duplicated efforts, dropped “batons”, or “reinvention of the wheel”

All realised through service transformation and the use of ServiceNow.

The project’s scope is an important part of the vision too. Many ServiceNow customers start with a need related to IT and IT service management (ITSM) – they usually need to manage and deliver IT services better – but the service transformation opportunity with ServiceNow extends across your company, touching any business function that provides service.

So ensure that your vision includes all of the transformational opportunities ServiceNow brings. Whether it be to IT, HR, Facilities, Legal, or to any other business function that would benefit from a single system of record, workflow and automation, self-service, custom app creation, and other ServiceNow capabilities. It’s important to factor these into your vision, and then to planning and design, whether they are early or later opportunities for reaping the benefits of service transformation.

In addition to including possible later implementation phases, the vision should also factor in ongoing improvement and optimisation opportunities. In that sometimes aiming for perfection at the outset can be counterproductive, with a better approach being iterative improvements using the Deming Plan-Do-Check-Act cycle.

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