Navigating Edge cases in ServiceNow implementations

[Robert Maxwell]

When implementing ServiceNow, edge cases could be run into that, if left unchecked, can potentially impact the overall project success. Edge cases are scenarios that fall outside the norm or standard use cases of a system, in this case ServiceNow. They can be particularly tricky to navigate, and they often require customisations, workarounds, or some other special consideration.

In this article, I’ll explore the art of navigating edge cases in ServiceNow implementations, the impact of edge cases on project success, provide practical tips for identification and management, and provide strategies for mitigating risks and challenges.

The Impact of Edge Cases on Project Success

Edge cases can have a significant impact on the success of a ServiceNow implementation project by their propensity to cause delays, drive up costs, and create frustration. In some cases, they can even derail an implementation project altogether.

One challenge of dealing with edge cases is that they can actually be difficult to identify. They usually rear their head during UAT or worse, after go live – which would cause all kinds of headaches. Therefore, it’s important to have an understanding of the potential edge cases that may arise during a ServiceNow implementation and also to plan accordingly.

Edge cases tend to be unexpected or uncommon. But implementation teams should consider planning for them to arise as a defect that will occur. End users are superstars when it comes to finding edge cases! All they have to do is assume how something works and get it wrong. Likewise, nefarious actors (ie hackers, insider threats etc..) often find their way to gold through edge cases.

Identifying and Managing Edge Cases

Step 1 is identification. Ideally this actually occurs before an edge case becomes a defect. Spend some time with the business users (your customers) and try and think of methods or actions that might open up a hole in the design. Be proactive. An example could be integration with a barcode scanner for asset management workflows – this is a potential way for unstructured data to come into the platform and is one place to look at unexpected strings and data formats.

Once potential edge cases have been identified, it is important to prioritise them based on their impact on the project and the likelihood of them occurring. This will help ensure that resource allocations are appropriate and the most critical edge cases are addressed first.

Managing edge cases can often involve workarounds to address specific scenarios – or even customisations. Close collaboration with stakeholders, including end-users, IT teams, and business representatives becomes paramount here. Working together to ensure that edge cases are properly understood and that the solutions implemented are practical, effective, and sustainable is critical.

Strategies for Mitigating Risks and Challenges include:

• Plan from the beginning for edge cases: It is important to consider potential edge cases during the planning phase of a ServiceNow implementation. This can help ensure that resources are allocated appropriately and that the project team is prepared to address unexpected scenarios.
• Leverage leading practices and pre-existing solutions: This can help reduce the risk of errors and ensure that the solutions implemented are effective and efficient.
• Test early and often: Testing is critical when managing edge cases in a ServiceNow implementation. It can help identify potential issues early on, allowing the project team to address them before they become more serious. If possible, don’t wait until formal UAT to get those end users poking about.
• Communicate: Effective communication and collaboration are essential when managing edge cases

Edge cases can present a significant challenge during ServiceNow implementations. By understanding the impact potential of them on project success, effective identification and management, and risk mitigation techniques, successful ServiceNow deployments abound! By following these practical tips and strategies, hopefully you can navigate edge cases before and after they arise.

Cross-posted on my personal website @ https://www.rjmaxwell.au/navigating-edge-cases-in-servicenow-implementations/