Migrating from your legacy ITSM system to ServiceNow ITSM can be both an exciting opportunity but also present a range of challenges both technical and with people/process.
It's a chance to leave behind old working practices and really challenge the organization on what is required for not just now but for the future. To be successful in this requires a methodology to deliver change. The ServiceNow implementation methodology breaks down into 5 key stages:-
| Initiate | Understand the customers business goals, begin the preparation work, staff the delivery team and formally kick off the engagement. |
| Plan | Hold workshops to understand the customers’ process and platform needs, finalize engagement timeline and refine configuration requirements. |
| Execute | Run Agile Scrum cycles to realize business objectives and value through rapid configuration and transparent reporting |
| Deliver | Support user acceptance testing; provide customer support readiness, go-live and post go-live support. |
| Close | Formally close engagement, gather internal feedback and lessons learned, and assess success. |
ServiceNow consultants have helped many 100's of customers successfully on this journey. This playbook outlines not only the steps that ServiceNow would take but also some of the critical steps customers themselves are required to take to ensure that this journey is successful in moving from a legacy ITSM system to ServiceNow ITSM.
