• 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.

Capture high-visibility, low-dependency wins

  • Focus on capabilities that touch the most consumers to encourage adoption.
  • Implement incident and request management, service catalog, service portal, and knowledge base early to build adoption momentum.

Progress in implementation and value realization can stumble if you don’t have early and strong adoption among service consumers, fulfillers, and developers. This is particularly true when it comes to IT service management, so consider making room for the early implementation of capabilities that:

  • Promote the broadest organizational exposure to the Now Platform interface
  • Result in highly visible service experience improvements

These capabilities should not overpromise, nor require significant dependencies. For example, effectively implementing service mapping requires strong discovery, event management, and configuration management capabilities, and you also need appropriate scoping and data modeling for your CMDB. Figure 7 shows how you can differentiate quick win capabilities.

Figure 7: Identifying quick wins (illustrative—does not include all capabilities or products)

ServiceNow Incident Management and Request Management provide the most common high‑visibility, low‑transparency wins. They combine the elements of self‑service and transparency into individual incidents and requests, which exposes service consumers to a modern, automated experience, improves speed of response, and reduces service delivery costs because they reduce manual steps and inefficiencies. However, it’s important that implementing incident and request management is kept simple: If the number of workflows that require assessment, consolidation, and streamlining is substantial, you may want to look elsewhere for a quick win.

While Incident Management and Request Management can give service consumers and help desk staff immediate value, don’t forget change management.

Make your new capabilities visible with an organizational change management and communications campaign. For a well‑structured organizational change management campaign, be sure to include:

  • Change impact analysis to identify the groups most likely to champion or resist implementation
  • Targeted communications campaigns to address concerns and overcome adoption obstacles
  • Training and skill development for the most impacted user populations
  • Identification of adoption champions to evangelize and influence adoption among user populations

When you start with incident and request management, rapidly follow that implementation with the buildout of a strong knowledge base to support and sustain self‑service, and a service catalog and/or service portal with a common interface to request and incident management. (All of these are available through ServiceNow.) Again, make sure you keep it simple. A quick win may not be quick if the amount of work required for implementation is substantial.

Starting in these areas is the first step in creating a single system of record with benefits for incident resolution and provisioning that will accrue over time. Providing service fulfillers and support staff with explicit guidance and incentives to regularly populate the knowledge base can create a virtuous cycle for usage and adoption. As more staff populate the knowledge base, more users will use it for incident resolution and other support questions, speeding resolution and improving ROI.

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.


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