Proven Techniques for a Successful Implementation

[Rami8]

More than 8,500 successful implementations demonstrated the value of the ServiceNow platform, but getting to a steady state first requires embarking on a highly impactful journey that transforms operations. This business imperative requires recognition that big challenges, when methodologically tackled, can turn into the most significant opportunities to streamline processes, improve the bottom line, and increase employee and customer satisfaction. Effective change management made in conjunction with the program can reduce risk and tangibly maximize the success of cross-functional initiatives -- especially when the change is enabled to flourish bottom-up vs top-down. This requires more than a mandate but a recognition by the organization that an effective change happens one person at a time. To help with your implementation journey, consider the following proven techniques for driving success.  

  

  

Rationalize Processes

Shifting existing processes as-is without taking an opportunity to evaluate improvement hinders the full value of the transformation. Spend time upfront evaluating processes and leveraging brainstorming sessions with those who are most familiar with the work to identify ways to optimize the end-to-end process. One effective way to facilitate this type of initiative is by white-boarding the current state process to allow stakeholders to articulate the process steps and personas. In practicality, walking through the process in a collective forum allows for consensus among stakeholders on what the current state process is and naturally drives a conversation of what is and is not working. One customer has described this type of discussion as “group therapy” as it was the first time that participants were able to voice their perspective and influence improvements. After mapping the process and taking inventory of improvement opportunities that were emphasized, propose ways that the challenge can be addressed by making process changes or developing features that would make day-to-day operations more efficient. Leading with the process and gaining consensus on the future state prior to defining platform-specific requirements reduces risk and maximizes the investment of the initiative.  

  

  

Address AI Head On

Artificial Intelligence can be overwhelming as an abstract concept and intimidating when the impact is not understood. The complexity of large language models or fear of what the innovation in technology means for employees’ day-to-day roles needs to be addressed early in the project so that the team has guidelines on what specific use cases are going to be addressed. Without discussing specific use cases like Now Assist and case/chat summarization, the ‘unknown’ has the potential to create contention. Once addressed, employees can understand that AI will make their “work life” easier so they can solve problems more quickly and focus on other key activities. Clear messaging from the project leadership that those who embrace AI will be best positioned to flourish will help eliminate the very human concerns around job elimination and gain promoters for the change.  

  

  

Organizational Change Management

According to McKinsey, 70% of large change initiatives fail due to lack of leadership support or employee resistance. Consider taking several actions to formalize the change management plan with input from a wide group of stakeholders. 

Deprioritize hierarchy and emphasize empathy. Keep the perspective of the customer as the pivotal point of reference when making decisions. Work as a team where everyone’s contribution is valued and can safely influence the process. Encourage collaboration and agility that does not create walls within teams and allows people to do their best work regardless of their level of the company, creating an environment where everyone’s contribution is valued when winning as a team. 

Large transformational projects involve a variety of stakeholders each having unique interests. At the onset of the initiative, identify the stakeholders and assess their desire to be informed based on their level of influence and decision-making. Then create a communication plan that includes the frequency and method of delivery to enhance the flow of information that will help expedite decisions and eliminate impediments.  

Importantly to maximize adoption and minimize disruption, work throughout the implementation to identify up-skilling and training needs, understanding current skills and any role responsibilities that will shift. Being able to articulate the change in a way that is easy for those impacted to digest the information is a key component in recognizing that ultimate success and adoption does not have to be overwhelming when bringing stakeholders along the implementation journey.  

[robdaniels]

Very nice write up!