In the dynamic landscape of business, large software implementations are frequently deployed with the aim of enhancing business processes. These implementations, while designed to streamline operations and increase efficiency, often present a unique set of challenges.
Same on LinkedIn here.
The Challenge of Perfect Mapping
The first challenge lies in the mapping of the value chain. Unless it has been perfectly mapped, there will inevitably be blind spots. These blind spots represent areas of the process that are overlooked or not fully understood. This is where the users who live the process every day come into play. These individuals possess invaluable knowledge about where the process can be enhanced. Their insights, born out of daily interaction with the systems, can help identify these blind spots and provide solutions to enhance the process.
However, many Enterprise Resource Planning (ERP) systems are so difficult to manoeuvre that often, the quickest improvements happen via data export and Excel processing, or sometimes Access for the bravest. These quick workarounds, while effective in the short term, can lead to long-term issues.
The Risk of Unmaintained Tools
Over time, these unknown patches become essential, if not unavoidable. Yet they remain unknown by most, and certainly by the Enterprise Architecture team responsible for maintaining the Business Application Landscape. This leads to a situation where a critical component of the business process is now dependent on a tool that is not officially recognised or maintained.
One day, the owner of the spreadsheet quits, retires, or simply does something else. The “tool” becomes unmaintained or simply ends up breaking; what started as a quick fix is now a business-critical component. This presents a significant risk to the business.
From an auditing and regulatory compliance standpoint, those homegrown, siloed developments also pose problems. In many industries, organisations must comply with regulations and standards. For instance, BCBS 239, from the Basel Committee, requires financial institutions to deliver reliable data for risk management and risk reporting. A process based on standalone Excel files would most likely not satisfy the regulator, to say the least.
What can we do about it?
This is where Scoped Apps, App Engine Studio, Low-Code/No-Code and Citizen Development come into the picture. They allow the Subject Matter Experts (SMEs) to enhance their process and break silos by building their own applications and workflows, while consuming and producing data from and into the NOW platform. This ensures everyone knows about those applications because they are IN the platform.
At this point we should even promote those Scoped Apps them as Business Applications in the CMDB and make sure they are managed just like any component that supports the value chain. This ensures that the tools are maintained and updated, reducing the risk of them becoming obsolete or breaking.
Empowering Knowledgeable Users
OK, I admit it, ServiceNow is not really like Excel; I wanted something a little provocative. But it empowers knowledgeable users just like Excel does, with proper governance and visibility on top. It allows for the creation of applications that are not only useful but also safe and governed, reducing the risk of critical business components becoming unmaintained or breaking.
In conclusion, the power of App Engine Studio and Citizen Development lie in its ability to leverage the knowledge of end users, break down silos, and enhance processes, all while ensuring proper governance. It’s a powerful combination for any business looking to improve its processes and reduce risk. By empowering users and providing a platform for them to contribute their knowledge and expertise, businesses can ensure that their processes are continually enhanced and that no critical component is left unknown and unmanaged.
Let me know what you think.
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