ServiceNow Won’t Fix a Broken Process

[sgrison]

 I’ve seen organizations buy ServiceNow thinking it will automatically fix their IT processes. It never does. The platform is powerful — but it’s still just a tool. If the process behind it is unclear, inconsistent, or misaligned, all you get is faster dysfunction.

I’ve been on projects where teams wanted custom forms, auto-assignment rules, and complex flows — but couldn’t clearly explain how work was supposed to move from start to finish. ServiceNow can automate a process, but it can’t decide what “good” looks like. That’s a human conversation.

The best implementations I’ve seen start with whiteboards, not workflows. They define accountability, decision points, and success measures before ever building in the tool. Then ServiceNow becomes an enabler — not a bandaid.

My recommendations:

• Map the process before you automate it. Clarity beats configuration.
• Define ownership and outcomes. Every step needs a who and a why.
• Pilot before you publish. Test with a small group to find friction early.
• Treat configuration as codified behavior. Build what people can sustain, not what looks clever.

Fix the process first — the platform will follow.