Organizational Change Management – Yes, but … How?

[Rob Greeley]

I’ve written elsewhere about how critical Organizational Change Management is for the success of your ServiceNow initiative, and I’ve seen personally the difference made by focusing on user adoption.  I’ve struggled to grow a competence in Organizational Change Management in past teams and am thrilled  at the new OCM career path on NowLearning  (Change Adoption Specialist Career Journey)…

… but what if our team is small and technical?  What if we don’t have time to grow and build the necessary skills before launching the project?  What if we’ve selected a ServiceNow partner based on their specific technical expertise, but they’re lacking OCM resources?

…how then can we ensure that the change we are making as adopted by the organization?

It’s exciting to see a new service offering from ServiceNow offering assistance for just this case. For a fee (of course), ServiceNow can provide User Adoption Packages, created by ServiceNow user adoption experts and focused on the module(s) you are implementing.  Depending on the package you select, these include:

- User Adoption Ready-To-Go Packs
- Customized Instructor-Led Demo User Training
- Customized Recorded Demo Videos (RDVs)
- Customized Job Aids and Quick Reference Cards (QRCs)
- Adoption Coaching Sessions
- Customized Communications Plan
- Customized Integrated Change Plan and Strategy for Successful Adoption
- Continuous Adoption Strategy Coaching

I don’t know how these packages are priced.  Budget is always a problem, and OCM expenses are often the first to be cut, but using a pre-developed base set of materials should save time and budget when compared to creating custom materials and plans.    I’d really be interested seeing the base materials to see how much customization would be needed.

For more information see User Adoption Packages on Now Learning, or (as referenced in the knowledge article) contact useradoption@servicenow.com.