Questionnaires to set up ServiceNow system.

[b__BiswabhusanD]

Hi,

I have a requirement to arrange questionnaires for setting up new ServiceNow environment.

If anyone can help with any document or any reference site would be a great help.

Regards,

Biswa

[Community Alums]

HI @b__BiswabhusanD ,

What is your intended goal here?

Questions for what?

[b__BiswabhusanD]

Hi @Community Alums ,

Thanks for your reply.

Intension is to build a new ServiceNow system for one of our client.

I need to set up few questions to get the requirement.

Kind of RFP purpose.

Regards,

Biswa

[Community Alums]

Hi @b__BiswabhusanD ,

Which Product you are looking at in ServiceNow?

Does the partner bring a holistic view of service management and a mastery of the complexities of large enterprise clients or are they solely tool focused and lack the understanding required for client adoption?  

 How important our development resource team would be, not only for the implementation work but for the onslaught of follow-on work that results from and excited user base and an easily configured tool like ServiceNow?

Project Type

a) Is this is a conversion project from a legacy system to ServiceNow or Net new implementation?

b) Do they have methods/ tools to perform migration quickly if it's a conversion project from a competitor product?

Processes

If you have existing ITIL processes in or if you need to know where the organization is at for ITIL capability maturity then the following questions would apply

a) Does the vendor have means to provide ITIL audit to measure the company current ITIL implementation and adaptability?

Based on this analysis can they provide understanding of

- A temperature measure of the organization ITIL Capability

- What activities should be in place before the project start so that the user community will adopt this project outcome

- Identifying gaps in ITIL training needs

- Identify the key players to support the project for success

- Identify possible pockets of departments or groups where there is resistance to change — so you can have strategy to address the risks of change

- ServiceNow training requirements and how will they support the training?

b) Do they have data to identify and communicate to your upper management what are the resources needed within your organization to maintain and manage these new processes that this project is introducing

Initial adaptor to Service Now - Out of the Box (OTB) Implementation Planning

a) How have the vendor delivered ITIL /ITSM/ ITOM /BM etc... projects to a similar organization as yours?

b) It's better to implement OTB solution and live with it for a while and bring in customizations only once the user community has used the tool for a while (similar to when you move into a house, it's better to live in it for a while before any new renovation projects)

c) What are the best practices, accelerator tools available to implement OTB solution?

Experienced customer

a) What are the best practices, existing code IP that they can bring in to kick-start the customization or project deliverables?

Project execution

a) How are they managing the deliverables against the RFP deliverables / Business requirements from a Project execution standpoint, do they have project management processes in place to account for deliverables against payment pay out to the vendor?

b) How will they hand over the deliverables to be picked up by your organization resources, should this be a mixed team (vendor + your organization resources) implementation so that your team can come up to speed as the project wind down?

How will they handle   issues after the project delivered in production?

-Remote admins

-Troubleshooting resources after delivering the projects to normalize the environment?

How will they measure adoption by the user community after the project implemented?

Tools to measure project deliverables adoption over time

Cost

Do they have local resources to manage the project and deliver projects without additional travel and hotel expenses?

[Maddysunil]

@b__BiswabhusanD 

Setting up a new ServiceNow environment involves gathering comprehensive requirements to ensure the platform meets the client's needs effectively. Here's a set of questions you can use to gather the necessary information:

1. Organization Information:

   • Can you provide a brief overview of your organization's structure and operations?
   • What industry or industries does your organization operate in?
   • What are the main goals and objectives for implementing ServiceNow?

2. Scope and Modules:

   • Which ServiceNow modules are you interested in implementing? (e.g., IT Service Management, HR Service Delivery, Customer Service Management, etc.)
   • Do you have any specific requirements for each module?

3. User Requirements:

   • Who will be the primary users of the ServiceNow platform?
   • What roles and responsibilities do these users have?
   • How many users are expected to use the platform initially? What about in the future?

4. Integration Requirements:

   • Do you have any existing systems or applications that need to be integrated with ServiceNow?
   • What kind of data needs to be exchanged between ServiceNow and other systems?

5. Customization Requirements:

   • Are there any specific customization requirements for the ServiceNow platform?
   • Do you have any unique business processes that need to be reflected in the platform?

6. Security and Access Control:

   • What are your security requirements for the ServiceNow environment?
   • How do you plan to manage access control and permissions within the platform?

7. Reporting and Analytics:

   • What kind of reporting and analytics capabilities do you need from ServiceNow?
   • Are there any specific metrics or KPIs you want to track?

8. User Experience:

   • What are your expectations regarding the user interface and user experience in ServiceNow?
   • Do you have any preferences for branding and customization of the interface?

9. Training and Support:

   • What are your training requirements for users and administrators of the ServiceNow platform?
   • How do you plan to provide ongoing support for the platform? Etc.

Please Mark ✅Correct if this solves your query and also mark 👍Helpful if you find my response worthy based on the impact.

Thanks