Service Now Implementation

[mallardman]

My company is going through the plan to implement SN. Can anyone provide me with feedback on how they implemented SN and what were the lessons learned?

[ntate]

Biggest lesson learned was making sure we had our policy and our process documented.   For example with incident management, we didn't define out the different states of an incident.   Each individual defined it for themselves, one person would mark an incident on hold because a user wasn't getting back to them, another would put it on hold because they didn't have time to work the ticket.   This created a nightmare for our reporting.

Also, Take and Bake.   Do not touch any applications that you launch for a phrase 1 for at least 90 days.   We started changing stuff right out of the gate, and our IT group got annoyed and didn't adopt the tool as fast.   By not making any enhancements for 90 days this allowed the true adoption of the new tool and the policy and process enhancements that we had made.  

Finally, identify a platform owner.   Would advise that it is not the service desk manager.   I give the example, that if someone wanted to turn the instance pink, who would have the power to say no?   Once you have a platform owner for ServiceNow, create an admin guide that outlines your change management practices, clone schedules, and release/regression testing schedules.

Good luck, it is an exciting project to be part of!  

[mallardman]

Derek,

The implementation has gone very well. We have done IPC, RM, and AM   in North America and are in the process of rolling out the the modules to our other regions.