Successful ServiceNow Implementations Focus on the “A”

[Rob Greeley]

As ServiceNow practitioners—developers, architects, and platform owners—most of us have technical backgrounds. We’re in this field because we love technology and the possibilities it brings. Unfortunately, our technical mindset can sometimes get in the way. We focus on delivering the features, but they’re not always embraced by users, and ultimately, we don’t achieve the business impact we hoped for.

To tackle this challenge, I like to think of it in terms of a simple equation:

E = Q x A

Here’s what each variable stands for:

E is our business goal: the Effectiveness of the change we’re implementing.

Q is the Quality of the technical solution—how well it’s designed and implemented.

A is the Adoption rate by users—the extent to which they actually use the new process, feature, or module.

Even if we design a perfect system where Q = 100%, multiplying by an adoption rate of zero still leaves us with zero effectiveness. If the system isn’t embraced, it won’t be used, and the implementation will fail.

When projects struggle, it’s tempting to double down on what we’re good at: enhancing the technical features, or “Q.” But E = Q x A teaches us that to maximize effectiveness, we need to address the weakest link between Quality and Adoption. Further improvements to the technology won’t help if users aren’t on board.  Mathematically, this can be seen through the following progressive examples:

50Q x 50A = 2500E

60Q x 40A = 2400E

70Q x 30A = 2100E

Simple math tells us that focusing on the area that we are comfortable with (Technical Quality) at the expense of the area we are less comfortable with (Adoption) only reduces the overall effectiveness.   Boosting Q isn’t the answer. We need to focus on A—the adoption by our business and our users.

Focusing on Adoption (the “A”)

Encouraging adoption among users involves activities that may be outside our technical comfort zone, like:

• Engaging with users early and throughout the development process.
• Making sure users understand and agree with the reasons for the change.
• Including users in the requirements gathering process.
• Managing stakeholders and addressing objections.
• Providing comprehensive training and end-user documentation.
• Maintaining ongoing communication to support the change.

These tasks are all part of Change Adoption—a critical aspect of any ServiceNow project. ServiceNow recognizes the importance of Change Adoption and has integrated these principles into its CreateNow methodology.

As you advance your career as a ServiceNow practitioner, make sure you include the basics of Change Adoption. For small projects, ensure you’re engaging with end-users and take the time to create helpful documentation, training, and communications. For larger projects, consider involving a dedicated change adoption specialist to support the process.

Want to learn more? ServiceNow offers a dedicated training program and career path for Change Adoption. Check out the Change Adoption Specialist Career Journey on Now Learning for more details. Even if you don’t plan to become a specialist, this journey can be a place to see what topics are suggested and available and a guide to help you enhance your own skills.

Ensure your future projects are successful…Focus on the “A”!