This blog is the first in a series for customers new to ServiceNow where I will address some of the most common questions or challenges that they have as they begin their ServiceNow journey. Today, I'm tackling some of the emotional aspects of migrating to a new platform; otherwise known as organizational change management.
Similar to our interpersonal relationships, we have relationships with our technology. It’s easy to get accustomed to its quirks, make excuses for its shortcomings, and wish things could get better. Sometimes we even make the difficult decision to break up with our technology--or someone else does it for us--and suddenly, it's all going to be rainbows and butterflies.
Remember the honeymoon phase? Everyone’s so excited during this time. There’s no more dealing with the dysfunctions of the old product; processes and repetitive work can be automated. Additionally, interfaces can be updated, data will improve, and reports will provide actionable information. With all the new features available, Surely Nirvana is on the horizon.
Sadly, similar to interpersonal relationships, the honeymoon phase wanes when both parties realize that despite their infatuation with one another, there is still work to be done. Data does not automatically move from one platform to another; fields must be mapped, and data formats aligned. The processes in need of updating require teams to meet and hammer out an agreement on the new way forward. Integrations and security must also be set up. One cannot just flip a switch and automagically be on a new platform.
The post-honeymoon language starts to sound like this, "In our old tool we could do this," "Why don't we just bring over the process we have now and fix it later," or "This new way of doing things will slow me down." Change is hard and scary for some people. Often, we want to choose the path of least resistance which would be to revert to our existing technology. It can be hard to push past the tough times as the following graphic shows.
(Author's Note: I received this graphic from a co-worker but forgot who it was. I take no credit for creating this and would gladly credit whomever did.)
So, how does one avoid the pitfalls of an aborted or halfhearted migration to a new platform? One, there must be an understanding that there is no technology that you can turn on and use immediately without some configuration. There is work to be done to make a new product successful and it takes time. But doing the work right the first time and allowing enough time to do it well, pays many dividends in the long run. Rushing through process design, for instance, will cause rework or poor adoption of new technology, which spawns even more rework. Better to do it right the first time.
The second way is through organizational change management. This isn’t just a buzzword to throw out there to sound like you’re doing the right thing. It's a commitment to involving new product users from the beginning during the design phase. In my experience, users always provide key insights on their challenges that no one knew about. Not only can you address those issues but cement their buy in as well. Then you can understand truly and explain the WIFM (what’s in it for me) to all users. People are always more receptive when they are included and understand the benefits of change.
Lastly, training is key. Educated users are not only going to be more efficient from the get-go, but they are also more likely to be proponents for the new tool. One cannot leave training to the last minute or have a half-baked training plan and expect to be successful. To hit the ground running with new technology, all users must be trained prior to launch. When organizations leave this to the last minute, create training that is too high-level to be helpful, or think they can do it after they go live, it is almost always a subpar experience, and it puts adoption of your new technology at risk.
So, remember, when you break up with your old technology, don't take the new technology for granted and expect there to be no work needed to make your new relationship work. Commit to your new relationship and do the work to make it succeed.
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