• Products
  • Use cases
  • Industries
  • Making it #EasyForEmployees
  • 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.


  • Do you need an AI council?
  • Formal collaboration helps implement new technology safely and effectively.

Scale and sustain ESM

Work with your business partners to create a future roadmap so you can increase adoption and manage organizational change.

  • Lay the foundation to scale and sustain ESM.
  • Build a roadmap with your business partners.
  • Invest in a global ESM Center of Excellence (CoE) to develop governance and sustain OCM.


A set of organizational capabilities using best practices that facilitate the realization of an objective or purpose

“Encouragingly, customers often tell me that while their ‘operators’ once outnumbered their ‘transformers,’ the ratios are starting to reverse now that a service management installation is up and running.” – Matt Denton, Sr. Director, Inspire at ServiceNow

This last stage is about scaling and sustaining your organizational support for ESM. You’ll want to strive for higher end maturity over time. Take a look at the maturity model shown in Figure 4.

Figure 4: ESM organizational maturity model

Build a roadmap

As you deliver enterprise services to your business partners, you should create and communicate a roadmap that connects your ServiceNow implementation to ESM use cases. A roadmap template is available on the ServiceNow Champion Enablement site.

Consider these things as you build your roadmap:

  • Depending on resource availability, you may have to deliver functionality in phases.
  • Don’t forget about OCM. But be careful when you decide how you do it. You might overwhelm users with a big bang approach to launching a new service or set of services, but sometimes a big bang approach is exactly what you need. If you’re replacing a legacy system with many steps that several groups use, providing training all at once can work really well if you design, plan, and execute it well.
  • Avoid heavy customizations and use as much OOTB functionality as possible to prevent upgrade challenges.
  • Use strategic governance to oversee the roadmap and associated resources. For example, use a Scrum framework to manage the roadmap.

Manage your partners’ expectations. As investments scale over time, you can deliver more functionality to your business partners. Don’t say yes to every enhancement or new service, over promising what you can’t deliver in a timely manner. This is a quick way to lose support.

Figure 5: Example of a ServiceNow customer transformation roadmap (summary view)

Invest in a global ESM CoE

Once adoption of enterprise services starts to scale, you’ll need a governing function to provide management oversight in the form of a global ESM CoE. Having an ESM CoE is ideal for fairly mature organizations, but if your organization is smaller, you can still apply the same principles.

Whether your organization is large or small, your ESM CoE should be your center of expertise for:

  • Designing and launching enterprise services
  • Managing ongoing education
  • Managing use case development with partners

Include these functions in your ESM CoE, and define their roles and responsibilities:

  • Team – Your ESM CoE should be a dedicated team. Ideally, the team isn’t part of IT but includes IT staff. The team should focus on the Now Platform and enterprise services, including building a platform team with stakeholders from different business units to support multiple business unit processes and services.
  • Communications – Provide announcements of new releases and ways to promote ESM to increase adoption. If possible, these communications should come from executives and internal customers.
  • Training – Provide ongoing training to keep users learning and to create new change champions.
  • Product owner – Manage incoming new requests and enhancements. The product owner should also analyze, scope, prioritize, and assign resources for those requests.
  • Development – Include certified ServiceNow application developers to perform testing and release activities.
  • Maintenance – Manage the operation of the Now Platform and upgrades.
  • Reporting – Provide ongoing value metrics.

Figure 6: ESM roles and responsibilities (Source: The Digital Enterprise Series – Part II – Enterprise Service Management)

Expert Tip


To scale ESM, maintain multiple business units with the same model, such as instance, SDLC, etc.

“Having a Center of Excellence in place with someone at the VP or senior director level is an important part to broader influence in the company, providing governance of ServiceNow and driving the expanded use of the tool for enterprise services. The CoE leader and team can help educate and define enterprise services for the organization and provide oversight on requests to fully understand how to best leverage ServiceNow.” – A ServiceNow enterprise retail customer

Tools and resources

Explore additional phases


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


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