Welcome to the ServiceNow® Collaborative Work Management

[Irene5]

Welcome to ServiceNow® Collaborative Management Are you ready to start your CWM implementation journey? This guide gives you valuable information you can share with your team, including proven guidance and links to key resources—all designed to set you on the path to success. While this guide is primarily designed for ServiceNow platform owners, it also contains useful information if you have a different role in your organization. Let’s get started!
Guide Overview Here’s an overview of the topics we will cover in the guide: Start by familiarizing yourself with CWM Help organizations to align strategic investments to achieve business outcomes Chart a path to successful implementation Learn how to work successfully with ServiceNow experts Choosing self-implementation Prepare for organizational change Bookmark Other Resources	The CWM Application includes: My Work Spaces Boards Automations Docs Templates
Start by familiarizing yourself with CWM CWM comes with many capabilities that let you transform how you plan your work. But don’t worry! It only takes 5 minutes to implement CWM. Watch this to familiarize yourself with CWM. Here are the key capabilities to learn about CWM first: Collaborative Spaces:  Workers can create collaborative spaces for each of their cross-functional teams and initiatives (product documentation) Flexible Task Management: Teams can organize their tasks in boards and have the flexibility to switch at any time between a variety of views (product documentation) Connected Work: Bring tasks, incidents, projects, and other work types across the platform into one view so teams can manage all their work in one place without switching tools. Agile Sprint Planning: Teams can now time-box their work into sprints, with backlogs, story points, and sprint capacity Collaborative Docs: Users can work together in real-time to author documents in a shared notebook (product documentation) My Work: My Work in CWM consolidates all tasks from across the platform and provides visualizations around work such as task grouping by state, priority, and key metrics such as open and overdue items. (product documentation) Work Item Automation: Using simple point-and-click, teams create their own workflows to eliminate manual work (product documentation) SPM Integration: For holistic enterprise planning, work from CWM can be surfaced into SPM (product documentation) We also offer a Collaborative Work Management Essentials (on-demand) course to help you empower teams and leverage advanced collaboration tools with CWM. If you are new to ServiceNow, we also strongly recommend that you take this very short Welcome to ServiceNow course to learn platform basics.
Chart a path to implementation CWM is simple to implement, and you can get started in just 5 simple steps! Follow along with this video or refer to the Quick Start Guide on Community for more instructions. However, you may want to engage a partner if you have a highly customizable instance, plan on creating customizations within CWM, or are looking for change management support for your implementation. Work with ServiceNow experts If you have chosen to work with a ServiceNow partner or ServiceNow Expert Services for your implementation, it’s important to clearly communicate the business outcomes you want to achieve and agree on a well-structured roadmap to attain these goals.  If you want to work with a partner but haven’t selected one yet, check out our Partner Finder. Our partner ecosystem includes over 2,000 partners who are vetted to implement ServiceNow products/services. Our expertise, combined with that of our partners, allows us to deliver services that meet your needs and achieve your desired outcomes. For those of you who have purchased ServiceNow Impact services, you will have ServiceNow experts and resources at your fingertips to help you through your implementation of CWM and achieve your goals.  If you do not have a ServiceNow Impact package, consider how having dedicated resources, discounted training, and jumpstart services can help you get the most out of your ServiceNow investment. Read more here.
Choose Self-implementation Make your implementation smooth and easy CWM can be implemented in as little as five minutes. For a comprehensive guide on the implementation process, take a look at our CWM Implementation Guide and Video on Community. Check out the Quick Start Guide for more detailed information on implementing CWM. Understand ServiceNow releases and upgrades If you’re not already on the latest ServiceNow release, we strongly recommend that you upgrade before you go live. By upgrading, you get new ServiceNow innovations into the hands of your users faster, get access to the latest performance and security enhancements, and ensure that support is there when you need it. To make your upgrade smooth and successful, look at these upgrade resources.   Join the CWM community Visit the CWM community page. You’ll find best practices and other useful resources for CWM implementation, and it’s also the forum to talk to ServiceNow experts, get your questions answered, and connect with other community members.
Prepare for organizational change To successfully deploy CWM, your organization needs to embrace this new way of collaborating. Ensuring that every team understands what’s changing and why it benefits their daily work is key to driving adoption. Check out this Organizational Change Management guide for detailed guidance on guiding your team through this transition. For ready-to-use communication templates to help share CWM with your organization, refer to this webpage. You can also share CWM’s Capability Map to highlight CWM’s overall benefits and features to your organization. Our Recommendations CWM works best when cross-functional teams can all participate, so we recommend the following to keep your teams productive and efficient: Assign CWM licenses to any teams that work together. Leverage existing assignment groups rather than assigning to individual users to reduce administrative burden. Set up a workflow to automatically create a service catalog request or to approve CWM access requests automatically. Let your employees know that they have access to CWM! We’ve attached the provided sample emails below. Make sure your employees can easily access CWM by adding it to quick links, such as an Okta tile. Add a Banner to your instance or employee portal
Bookmark these resources! Delta Decks: These decks are designed to give you detailed, release-level feature capabilities. Please ensure you review them for every release to gain insights into new features and enhancements. To find relevant details, search for 'Delta Decks' in the ServiceNow Community. SPM Events page: for the latest event series to help you deploy, adopt, and achieve value faster from your ServiceNow products. NowSupport: You can get technical issues resolved quickly by contacting our team, comprised of ServiceNow employees with deep product knowledge and real-world experience.  Read more here on how to use support.

[Irene5]

Welcome to ServiceNow® Collaborative Management Are you ready to start your CWM implementation journey? This guide gives you valuable information you can share with your team, including proven guidance and links to key resources—all designed to set you on the path to success. While this guide is primarily designed for ServiceNow platform owners, it also contains useful information if you have a different role in your organization. Let’s get started!
Guide Overview Here’s an overview of the topics we will cover in the guide: Start by familiarizing yourself with CWM Help organizations to align strategic investments to achieve business outcomes Chart a path to successful implementation Learn how to work successfully with ServiceNow experts Choosing self-implementation Prepare for organizational change Bookmark Other Resources	The CWM Application includes: My Work Spaces Boards Automations Docs Templates
Start by familiarizing yourself with CWM CWM comes with many capabilities that let you transform how you plan your work. But don’t worry! It only takes 5 minutes to implement CWM. Watch this to familiarize yourself with CWM. Here are the key capabilities to learn about CWM first: Collaborative Spaces:  Workers can create collaborative spaces for each of their cross-functional teams and initiatives (product documentation) Flexible Task Management: Teams can organize their tasks in boards and have the flexibility to switch at any time between a variety of views (product documentation) Connected Work: Bring tasks, incidents, projects, and other work types across the platform into one view so teams can manage all their work in one place without switching tools. Agile Sprint Planning: Teams can now time-box their work into sprints, with backlogs, story points, and sprint capacity Collaborative Docs: Users can work together in real-time to author documents in a shared notebook (product documentation) My Work: My Work in CWM consolidates all tasks from across the platform and provides visualizations around work such as task grouping by state, priority, and key metrics such as open and overdue items. (product documentation) Work Item Automation: Using simple point-and-click, teams create their own workflows to eliminate manual work (product documentation) SPM Integration: For holistic enterprise planning, work from CWM can be surfaced into SPM (product documentation) We also offer a Collaborative Work Management Essentials (on-demand) course to help you empower teams and leverage advanced collaboration tools with CWM. If you are new to ServiceNow, we also strongly recommend that you take this very short Welcome to ServiceNow course to learn platform basics.
Chart a path to implementation CWM is simple to implement, and you can get started in just 5 simple steps! Follow along with this video or refer to the Quick Start Guide on Community for more instructions. However, you may want to engage a partner if you have a highly customizable instance, plan on creating customizations within CWM, or are looking for change management support for your implementation. Work with ServiceNow experts If you have chosen to work with a ServiceNow partner or ServiceNow Expert Services for your implementation, it’s important to clearly communicate the business outcomes you want to achieve and agree on a well-structured roadmap to attain these goals.  If you want to work with a partner but haven’t selected one yet, check out our Partner Finder. Our partner ecosystem includes over 2,000 partners who are vetted to implement ServiceNow products/services. Our expertise, combined with that of our partners, allows us to deliver services that meet your needs and achieve your desired outcomes. For those of you who have purchased ServiceNow Impact services, you will have ServiceNow experts and resources at your fingertips to help you through your implementation of CWM and achieve your goals.  If you do not have a ServiceNow Impact package, consider how having dedicated resources, discounted training, and jumpstart services can help you get the most out of your ServiceNow investment. Read more here.
Choose Self-implementation Make your implementation smooth and easy CWM can be implemented in as little as five minutes. For a comprehensive guide on the implementation process, take a look at our CWM Implementation Guide and Video on Community. Check out the Quick Start Guide for more detailed information on implementing CWM. Understand ServiceNow releases and upgrades If you’re not already on the latest ServiceNow release, we strongly recommend that you upgrade before you go live. By upgrading, you get new ServiceNow innovations into the hands of your users faster, get access to the latest performance and security enhancements, and ensure that support is there when you need it. To make your upgrade smooth and successful, look at these upgrade resources.   Join the CWM community Visit the CWM community page. You’ll find best practices and other useful resources for CWM implementation, and it’s also the forum to talk to ServiceNow experts, get your questions answered, and connect with other community members.
Prepare for organizational change To successfully deploy CWM, your organization needs to embrace this new way of collaborating. Ensuring that every team understands what’s changing and why it benefits their daily work is key to driving adoption. Check out this Organizational Change Management guide for detailed guidance on guiding your team through this transition. For ready-to-use communication templates to help share CWM with your organization, refer to this webpage. You can also share CWM’s Capability Map to highlight CWM’s overall benefits and features to your organization. Our Recommendations CWM works best when cross-functional teams can all participate, so we recommend the following to keep your teams productive and efficient: Assign CWM licenses to any teams that work together. Leverage existing assignment groups rather than assigning to individual users to reduce administrative burden. Set up a workflow to automatically create a service catalog request or to approve CWM access requests automatically. Let your employees know that they have access to CWM! We’ve attached the provided sample emails below. Make sure your employees can easily access CWM by adding it to quick links, such as an Okta tile. Add a Banner to your instance or employee portal
Bookmark these resources! Delta Decks: These decks are designed to give you detailed, release-level feature capabilities. Please ensure you review them for every release to gain insights into new features and enhancements. To find relevant details, search for 'Delta Decks' in the ServiceNow Community. SPM Events page: for the latest event series to help you deploy, adopt, and achieve value faster from your ServiceNow products. NowSupport: You can get technical issues resolved quickly by contacting our team, comprised of ServiceNow employees with deep product knowledge and real-world experience.  Read more here on how to use support.

[JR Laprime]

@Irene5 any chance CWM tasks will receive the Checklist functionality that is currently present with Project Task record types?  This would be a really helpful addition to allow for more granularity of individual task tracking without needing to create additional child tasks in the CWM board.  Thanks!

[Irene5]

Hi @JR Laprime that is not on our current roadmap, but you can submit that idea via the Idea Portal!
Thanks,
irene