Navigating ServiceNow as a PM/BA—Tips for a Smooth Implementation?

hollydippol
Tera Contributor

‎05-18-2025 12:02 AM - edited ‎05-18-2025 12:03 AM

Hey everyone! I’m new to ServiceNow and will be leading the implementation for my logistics company as a Project Manager/Business Analyst. I’d love to tap into the collective wisdom here to make sure we set things up the right way.

 

What are the most important things to keep in mind when configuring workflows for efficient incident management and request fulfillment in a logistics-heavy environment? Also, if you could go back and give your past self some advice before your first ServiceNow deployment, what would it be?

 

Really looking forward to learning from you all—thanks in advance!

 

~Holly

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SumanthDosapati
Mega Sage
Mega Sage

‎05-18-2025 11:01 PM

@hollydippol 

  1. Map Real-World Logistics Processes First
    Before building anything, sit with operations teams to understand how incidents and requests are handled today. This ensures your workflows mirror actual field behavior.

  2. Categorization & Prioritization
    In logistics, delays are costly. Set clear categories and priorities—e.g., warehouse system outages vs. shipment delays—and define appropriate SLAs.

  3. Use Assignment Rules Smartly
    Auto-routing incidents and requests to regional support groups or fulfillment teams (based on location, region, or service) can save hours.

  4. Knowledge Base Integration
    Embed relevant knowledge articles into incident/request forms to deflect tickets and empower users (e.g., “how to restart handheld scanner”).

  5. Self-Service Portal Design
    Keep it simple for end users—use icons, minimal forms, and smart defaults. Think like a warehouse operator who needs to submit a request fast.

  6. Measure & Iterate
    Set up dashboards early to track resolution times, bottlenecks, and ticket volume trends. Adjust workflows based on real data.

🔁 Advice I'd Give My Past Self:

  • Don’t over-engineer on day one. Get a working MVP out quickly, gather feedback, and evolve.

  • Engage your frontline users early. Their insights are gold.

  • Document everything—requirements, decisions, and post-go-live learnings.

  • Use OOB features where possible—customizations can become future blockers.

 

Accept the solution and mark as helpful if it does, to benefit future readers.
Regards,
Sumanth

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