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Build organizational support for enterprise services transformation

What's in this Success Playbook

This Success Playbook provides effective methods to gain support, sponsorship, and, ultimately, adoption of enterprise services among business partners and executives beyond IT, by showing you how to:

  • Understand your partners’ business challenges and how they can be addressed with enterprise service management (ESM)
  • Identify targeted use cases tied to business priorities and make them tangible through prototypes, proofs of concept, and pilots
  • Drive awareness around your successful ESM initiatives to gain support from executive sponsors and drive increase demand across the enterprise

Key takeaways

The most important things to know

  • Work on two‑way education with business partners to identify potential enterprise service opportunities that you can implement using ServiceNow®.
  • Build and run pilots to create a groundswell of support from your partners and to convert them into change agents. Use those success stories to promote additional enterprise services.
  • Once you gain executive sponsor support, invest in a global ESM Center of Excellence (CoE) to scale and sustain ESM.

The payoff of getting this right

With effective methods for gaining support and sponsorship for enterprise services, you can significantly expand the value that ServiceNow brings to your business partners and executives beyond IT.

Steps covered

Step 1: Extend support for enterprise services

  • Understand your partners’ challenges, objectives, and vision to identify potential enterprise services.
  • Educate selected partners on ESM basics while exploring and vetting potential use cases.
  • Entice partners to start asking about potential use cases and pilot activities.
  • Identify use cases for enterprise services.

Step 2: Execute on service opportunities

  • Build and run two to three pilots to create a groundswell of influence and support.
  • Capture success stories to use as references to gain sponsorship.
  • Generate excitement by sharing the successes of other pilots with partners.

Step 3: Drive awareness to gain sponsorship

  • Promote your success through ongoing storytelling and public promotion.
  • Create awareness of ESM success to generate excitement across the enterprise.
  • Gain executive-level sponsorship to secure resourcing for ESM at scale.

Step 4: Scale and sustain ESM

  • 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.
What you need to get started
When you should start this activity
What else you should read

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