Change Management - Rollout is as Critical as Design or Implementation

[Rob Greeley]

It happened again. I'm supposed to be an expert at rolling out ServiceNow programs, but I still drop the ball sometimes.

Recently, I followed up on a process we deployed. We had carefully defined and gained approval for the new process, built the forms, workflows, and automations in ServiceNow, tested heavily and it all looked great.  Yet when I reviewed the data, it was clear that many people weren't using the new process. They were still relying on old habits and familiar ways of working.

It's a reminder I frequently need: implementation alone doesn't guarantee success. Change Management is just as critical—probably even more so.

To improve adoption, here’s what I need to remind myself to do:

• Clearly identify who will be impacted and who needs to follow the new process (Stakeholder Analysis)
• Define measurable ways to track adoption and usage (Adoption Metrics).
• Develop a comprehensive communication and training plan. This might include training sessions, user documentation, lunch-and-learns, demonstrations, or whatever format reaches my audience effectively.
• Regularly measure results and report back to the process owners and business leaders
• Figure out why my users are not using the new process and adjust my approach as needed.
• Allow for the time and effort required for the process to take hold.

Even when I think I’ve done what’s required, I’ve learned to expect some friction in every rollout.  Resources and timelines are always tight, but I try to plan some extra Business Analyst, Development, and Communication time to continuously support users through the transition.

…and when I don’t, I frequently find myself facing an unhappy surprise like this one. 

I’m hoping you can learn from my mistakes.  For more information see:

• Organizational Change Management – Yes, but … How? 
• Successful ServiceNow Implementations Focus on the “A” 

Chime in below if you have any other suggestions.