5
A complete overview of ServiceNow implementations
Once a popular IT service management tool (ITSM), ServiceNow has transformed into a centralized workflow automation platform supporting several business units. IT, HR, customer service, and security ops teams can now all leverage this cloud-based software to create custom, AI-supported processes, apps, and databases.
Enterprises gain time, reduce manual work, and improve cross-functional visibility—ultimately driving better business outcomes—by using ServiceNow. But to take advantage of these benefits, they must stage a full-scale implementation, transferring data and processes from legacy systems to ServiceNow.
Here, discover the key steps of a ServiceNow implementation, common pitfalls to avoid, and best practices to follow. Learn to reap the benefits without setbacks.
What is a ServiceNow implementation?
ServiceNow implementation refers to the end-to-end process of planning, executing, and deploying the transfer of information to this platform to support ITSM, HR, customer service/success management (CSM), and other enterprise workflows.
These implementations require detailed forethought, an extensive review of current processes, the careful configuration of the ServiceNow platform, user training, and continual monitoring. As such, ServiceNow implementations are complex processes involving the input of stakeholders from across an organization—from C-level leaders to end users. Implementation teams must follow a clear methodology to ensure data compliance, accurate configurations, and user buy-in.
The 7 key stages of a ServiceNow implementation
Any time organizations switch to using new tools or transfer data, risks arise. Users may not want to adopt new ways of working, data could become compromised, configurations might get clunky—the list goes on. Mitigate these challenges and run a successful ServiceNow implementation by closely following these seven key steps.
- Discovery
The first step to an organized implementation is establishing goals and the scope of work, which should align with overall business objectives.
Given that ServiceNow supports multiple teams, goals may vary from one department to the next, and it's essential to involve key stakeholders from each during this stage so that they can share their first-hand expertise. An HR leader may want to automate processes that take up team members' valuable time, while an IT head may be interested in streamlining IT tickets. Gather ideas and map them against requirements, identifying cross-functional intersections.
Finally, while your plans will become more detailed as you proceed through the other implementation steps, it's still smart to establish a general timeline and key roles and responsibilities at this stage.
- Process alignment and solution design
In this phase, the implementation team must review current processes, as it will try to "mirror" them in ServiceNow after performing a gap analysis to see how as-is processes can adapt to the configuration possibilities of the new tool (with improvements, wherever possible).
Effective solution design relies heavily on clear, comprehensive process documentation. Scribe Capture allows teams to document existing processes, automatically transforming them into user-friendly visual guides that can be used when blueprinting for ServiceNow. This documentation supports decisions around data modeling, functional system architecture, and necessary integrations with external tools.
Roadmap in hand, teams can also set more final deadlines and assign tasks to those responsible for them.
- Configuration and development
Configuration entails adapting ServiceNow tools to correctly execute the to-be-migrated workflows.
In many cases, teams can rely on ServiceNow's out-of-the-box (OOTB), code-free configurations, saving time and development effort. Common OOTB configurations include generating forms, interfaces, and workflows.
However, some teams may need additional technical support to customize features. Customization can help ensure the successful execution of unique processes, but it isn't always recommended—at least not extensively. Whatever functions teams customize will later also require tailored maintenance and updates, which can imply downtime for business operations.
- Data migration and integration setup
In this phase, teams migrate existing data to ServiceNow. Start by assessing what needs to be transferred and the readiness of the information. Low-quality or incomplete source data will need to be cleaned up, completed, or rectified before it can be moved to the new system. Otherwise, these inaccuracies may negatively impact the post-implementation workflows.
It's also smart to run data integration in stages, instead of trying to transfer all information at once. This way, teams have the time to carefully cross-check the accuracy of migrated data and iron out any errors before they cause workflow issues.
- Testing and quality assurance
While testing is technically a long-term, iterative process that extends through and after rollout, teams should begin with a range of pre-go-live tests to ensure data accuracy and system functionality. Run unit testing on individual configurations, end-to-end process tests, performance testing (to ensure the software responds correctly under load), security tests to identify vulnerabilities, and integration tests to ensure ServiceNow is correctly linking with third-party tools. Also perform user acceptance testing (UAT), in which employees try out the tool in real-world scenarios, making sure it's functional for daily work.
- Training and change management
Change management comprises training and encouraging buy-in, so that end users take maximum advantage of this new tool. Team leads should train members on how to employ ServiceNow in daily work, complementing live sessions with clearly-documented operational tutorials. Scribe Capture can automatically transform new process flows into easy-to-follow playbooks that serve as an accurate reference for training modules and follow-up questions. These documents are also excellent resources for onboarding future employees who must learn workflows from scratch.
Leaders should leverage training time to iterate the benefits of using ServiceNow. This helps end users understand its value and visualize how the platform transforms daily work, freeing up time and eradicating frustrating inefficiencies. Doing so drives buy-in, which is essential to the long-term success of the implementation.
- Go live and post-go-live support
Initial testing and training complete, the team is ready to go live, rolling out ServiceNow for use in daily work scenarios. During the launch, leaders should monitor the success of user adoption and system performance, and perform stabilization—that is, error rectification—also known as "hypercare."
ServiceNow implementation best practices
Ensure the success of your ServiceNow implementation with the following three best practices.
- Use Now Create: ServiceNow has a proprietary implementation guide called Now Create, a methodology based on real-world experiences that teams can follow to structure delivery—with or without the help of an external consultant or implementation partner.
- Establish clear governance, scope, and communication channels: Before starting an implementation, define who is responsible for each step, the data governance best practices and policies, and a clear scope that aligns with overarching business objectives.
- Look for ways to optimize: Instead of completely recreating existing workflows as they were in legacy systems, adaptively transfer them to ServiceNow, taking advantage of opportunities to improve processes through automation and restructuring.
How Scribe Capture helps teams prepare for ServiceNow implementations
Another key best practice for ServiceNow implementation? Clean and clear process documentation.
Use Scribe Capture to automatically outline current processes, transforming them into step-by-step documentation that you can use to model and optimize new processes in ServiceNow. And once you've established new workflows in ServiceNow, use Scribe Capture to record them, generating easy-to-follow, visually-driven playbooks that end users can follow during and after training.
FAQs
What is the difference between implementing ServiceNow for ITSM versus HRSD or CSM?
ServiceNow can target multiple business areas, and the implementations for each are distinct. ITSM implementations transform IT services based on ITIL framework processes; HRSD (human resources service delivery) manages HR functions, and CSM models external customer service flows.
What tools help maintain platform governance over time?
ServiceNow has built-in tools for platform governance, including integrated risk management, business continuity management, privacy management, and third-party risk management.
How can teams measure success after ServiceNow go-live?
Track KPIs on the initial business objectives that the implementation was meant to complement, as well as other key metrics like user adoption rates.
What should companies do if their ServiceNow implementation goes off track?
It's normal for major implementations to hit snags, and you can assess the issue and execute a recovery plan to get back on track.
