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Three men working around computers, collaborating on instance consolidation

Consolidate production instances

Why this is important

If your organization is lacking in data or process separation regulatory requirements, you might want to move toward a consolidated instance footprint. Learn about your options for doing this and how to choose the right one for your organization, how to do it, and more.

Steps covered

1. Decide on your consolidation approach
2. Build your consolidation plan
3. Design your consolidated processes, data model, and services
4. Integrate your teams and prepare for go-live

Key takeaways

The most important things to know
In the absence of regulatory or other business requirements for data or process separation, most organizations should opt for a consolidated instance footprint to support visibility across workflows and minimize technical debt. Take the opportunity afforded by consolidation to clarify your ServiceNow reference architecture and roadmap.

Shape your consolidation program to include only those stakeholders—typically process and service owners—required to configure consolidated processes, data models, and services. Don’t let the work of the consolidation prevent you from keeping the lights on. Make sure you have resources who can continue to meet the daily demands of your business and customers.

Prioritize user engagement throughout your consolidation journey. Consolidation may lead to significant change for process users and end users. Empower your users by giving them a voice in the workflow design of your consolidated instance. With an effective agent and rep experience, organizations can avoid rework, optimize handoffs between teams, and improve productivity. Service agents and reps are less likely to adopt or promote user adoption if ServiceNow products and applications aren’t effectively configured based on their needs and preferences. Having an optimal design will not only help you scale ServiceNow across your organization, but it will also reduce the time it takes to onboard process users and increase their satisfaction.

The payoff of getting this right
Instance consolidation is an opportunity to reduce customization and technical debt, create efficiencies, and rebrand your ServiceNow team, so you can accelerate your business outcomes.

You’ll be able to operate one system of action, so you’ll have insight—and be able to scale—across digital workflows.

In the end, you’ll likely reduce your costs for maintaining your production instance because of the efficiencies you gained from combining two or more systems, operating models, and support teams.

What you need to get started

Leadership support
Support from your executive sponsor and/or CIO for instance consolidation and defining your desired business outcomes
A PMO function or role, either internal or external, that will track and coordinate the activities in the instance consolidation program

When you should start this activity

As soon as you become aware of a change in the business that will require you to consolidate ServiceNow instances with a legacy system

More resources to check out

Success Playbook

Consolidate your ServiceNow production instances

Learn how to operate one system of action for scale and insight across digital workflows.

Success Checklist

Plan your architecture, instances, integrations, and data flows

Download our step-by-step action plan for managing your CMDB, instance, and integration strategy.

Success Playbook

Reimagine how you want work processes to flow

Learn how to improve the agility and responsiveness of your work processes using ServiceNow.

Success Checklist

Reimagine how you want work processes to flow

Download our step-by-step action plan for transforming work processes using ServiceNow.

Success Quick Answer

How does HealthScan help me manage my instance health?

Learn how HealthScan can help you get maximum value from the platform and your apps by assessing and improving your instance health.