Communication Strategy for downstream impacts

[Richert19]

I currently work on a newly formed ServiceNow Data Quality & Governance team. As we mature as a team, we are looking for the best way to communicate changes that will have potential impacts on downstream partners. Does anyone have a strategy for handling such communications?

[Riya Verma]

Hi There,

The following steps outline the proposed solution:

1. Documentation and Knowledge Base: Maintain a central repository for all changes and updates related to IT asset management. Use ServiceNow's Knowledge Base to create articles explaining the changes in a clear and easily understandable manner.

2. Release Notes: Generate release notes for every update or change made to the IT asset management system. These notes should highlight the modifications, potential impacts, and any actions required from downstream partners.

3. Email Notifications: Implement an automated email notification system to alert downstream partners about upcoming changes. The notifications should include essential details and a link to the detailed documentation.

4. Scheduled Webinars or Training Sessions: Organize periodic webinars or training sessions to demonstrate the changes and their implications. This will allow downstream partners to ask questions and gain a better understanding of the updates.

5. Feedback Mechanism: Set up a feedback mechanism where downstream partners can ask questions or provide feedback about the changes. This can be facilitated through ServiceNow's ticketing system.

6. Change Advisory Board (CAB) Meetings: Host regular CAB meetings with representatives from various departments to discuss upcoming changes, their potential impacts, and any necessary adjustments.

7. Version Control: Implement version control for all configuration items and assets in ServiceNow. This will ensure that changes are well-tracked, and previous versions can be restored if needed.

8. Collaboration Tools: Utilize collaboration tools within ServiceNow, such as Chat or Virtual Agent, to offer real-time support and answers to downstream partners' queries.

9. Dashboard and Reports: Create a dashboard to provide an overview of all recent changes and their status. Generate reports to analyze the impact of changes on downstream partners.

10. Engagement and Empathy: Foster open communication and empathy among the IT team and downstream partners. Create an environment where concerns are addressed, and feedback is valued.

[Dr Atul G- LNG]

Hi @Richert19 

Greetings!!

I am not 100% sure but there is module called Communication (may be i am wrong with name) but it wil helpful Please try to  search i Plugins

Please mark this response as correct or helpful or the solution accepted if it assisted you with your question.

Regards
Atul G.
Learn N Grow With Atul G

[Simon Hendery]

Hi @Dr Atul G- LNG,

Are you thinking of the Targeted Communications app?

From the docs: "The Targeted Communications application provides the ability to create and send articles and emails to internal and external customers."

https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-service-ma... 

[Dr Atul G- LNG]

Yes Simon, correct. Hope this will help you.

Please mark this response as correct or helpful or the solution accepted if it assisted you with your question.

Regards
Atul G.
Learn N Grow With Atul G