• Products
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  • A guide with best practices for transforming the employee service experience.
  • Modernizing government via ITSM
  • A research doc about government agencies’ digital transformation challenges.


  • Gartner names ServiceNow a leader
  • 2018 Magic Quadrant for Enterprise High-Productivity Application PaaS.


  • General Mills transforms HR
  • Global employee service experience shows entire corporation how it’s done.


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  • Formal collaboration helps implement new technology safely and effectively.

Build organizational support for enterprise services transformation

Accelerate your enterprise service adoption


This best practice will teach you effective methods to gain support, sponsorship, and, ultimately, adoption of enterprise services among business partners and executives beyond IT by:

  • Teaching you to understand your business partners’ challenges while you provide them with a baseline of education on ESM
  • Identifying targeted use cases tied to business priorities and making them tangible through prototypes, proofs of concept (POCs), and pilots
  • Driving awareness around successful ESM initiatives to gain support from executive sponsors and drive demand across the enterprise

Business partners

Cross-functional leaders outside of IT who are typically at the director level or above


Simulates the full solution or, at least, a relevant part of a solution

Proofs of concept (POC)

A small exercise to test a discrete design idea or assumption that determines a solution’s viability


An initial rollout of a software use case, targeting a limited scope of the intended final solution; used interchangeably with “soft launch”

Companies that experience success running IT service management (ITSM) using the Now Platform® often look to expand the use of service management into areas of the organization beyond IT—specifically into enterprise service management (ESM). When you establish ESM, apply IT’s best practices to the enterprise services you deliver across the organization.

Keep in mind that, as a Now Platform owner, you may struggle to gain the support you need to expand the use of services across your organization. This often happens when business partners and executives outside of IT have less experience with service management and don’t fully understand how services can support their business priorities—and because of that, they don’t see the value enterprise services can bring to their businesses.

ServiceNow recommends a four‑stage journey to accelerate support for ESM adoption. Follow these stages for recommended actions and how to guidance:

Enterprise service management (ESM)

The extension of service management principles to offerings outside of IT (e.g., new employee onboarding)

Enterprise service

An enterprise offering that delivers on an employee or customer demand and that has four elements:

  • A point of engagement, through a portal or catalog
  • A transaction that’s requested through the engagement (e.g., requesting a laptop)
  • A workflow to deliver against the transaction (e.g., a provisioning process)
  • Information that helps the employee or customer make an informed decision, address an issue, and monitor the transaction

Some examples of services include:

  • HR, employee onboarding – An orchestrated process of helping a new employee join an organization and become productive quickly
  • Procurement, vendor onboarding – An orchestrated process of bringing on a new vendor that the organization will do business with
  • Facilities, maintaining buildings – Managing incoming requests for maintenance


The difference between perceived benefits and cost is expressed by:

  • Value = Benefits minus costs
  • Value = Benefits and costs
  • Cost is what you pay, and value is what you get

Explore additional phases


You want to be sure everything is in place for a smooth, successful deployment.


You want to be sure you’re following best practices during implementation.


You’re up and running and want to get the most from your investment.


You’re ready to extend ServiceNow into other areas of your enterprise.

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