When you are looking at an existing business process that you want to digitize (e.g. the existing process is mostly offline) or migrate (move off an existing solution to ServiceNow), success comes from learning about the current state, the needs and challenges the users experience, and the goals of the business. With those insights, you can then ideate on how to realize the transformation with the ServiceNow platform.
This outcome guides you through the methods to understand how the process occurs today, where it can be better and then to envision the solution on ServiceNow.
Understand
The first stage of the process is learn about your users and the current state process. The best method of doing this is to get right to the source by talking to an observing the users.
Learn from your users
Business processes are nothing without the users that interact along the way. It is important to understand
how their expectations and behaviors shape the outcomes of the process.
Follow these methods to understand your users and stakeholders:
Learn about the process
Now that you've spent time understanding the needs of users and expectations of stakeholders, synthesize your learnings by documenting the process(es) they use to achieve the business outcomes.
Follow these methods to understand the process(es):
- Task flow analysis
- Journey mapping
Ideate
Once you have a strong understanding of the users and their relationship with the process, you are ready to start imagining a better future. The activities below will along you to focus on the future with limited time spent on “how it used to be”.
Create
Once your stakeholders are aligned on a possible solution from the ideation phase, you can prototype the solution to gather feedback from users and begin the process of building out the protoype. The content below are useful resources to help you on your creation journey.
