Three men working around computers, collaborating on instance consolidation

Consolidate your ServiceNow production instances

What's in this Success Playbook

This Success Playbook will guide you through critical business considerations and actions required to consolidate your ServiceNow® production instances into one system of action. It will help you answer the following questions:

  • What are my options for consolidating my instance footprint? How do I choose the right option for my organization?
  • How do I organize, plan, and execute the work required to consolidate my instances?
  • How do I go about designing platform configuration on a consolidated footprint?
  • What should I consider when I integrate two teams on a consolidated instance?

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.

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.

Steps covered

Step 1: Decide on your consolidation approach

  • Identify opportunities for workflow improvement and process innovation as you plan your consolidation.
  • Evaluate the health and maturity of your existing production instances before you decide on your future instance’s footprint.
  • Map your desired ServiceNow architecture across your technology stack to serve as your north star for your analysis of your instance footprint.
  • Consolidate existing governance resources to support your consolidation and long-term stabilization.

Step 2: Build your consolidation plan

  • Focus on user experience, configuration, and OCM as you define your program workstreams.
  • Make sure you have dedicated program management in place and take an iterative approach to tactical work, breaking it down into specific, manageable sprints.
  • Minimize disruption to the business and your customers by pushing pause on strategic work unrelated to the consolidation.
  • Define your cutover and data retention strategy early to minimize risk and comply with various data regulations, policies, etc.

Step 3: Design your consolidated processes, data model, and services

  • Use a cost-benefit analysis, along with your use case constraints, to show you where you’ll adopt existing ways of doing work and where you might adjust or start from scratch.
  • Clearly document your design requirements to use as a basis for tactical configuration and for posterity.

Step 4: Integrate your teams and prepare for go-live

  • Evaluate your pre-consolidation team structure and identify your post-consolidation requirements.
  • Use the consolidation effort as an opportunity to rebrand your team and ServiceNow as a service.
  • Make sure that users are properly trained to use the consolidated instance.

What you need to get started

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

  • Start as soon as you become aware of a change in the business that will require you to consolidate ServiceNow instances with a legacy system. You may also advocate for instance consolidation as a way to drive greater consistency across enterprise workflows.

Gain insights, get custom action plans, and achieve your goals faster.

Our Success Navigator will assess where you are in your implementation and guide you, step by step, from vision to value.

// Commenting on 02/23/2020 // To fix the slow page load on prod //Check with Zan and Alex later to see if we can add through Launch // Commenting on 02/23/2020 // To fix the slow page load on prod //Check with Zan and Alex later to see if we can add through Launch