Where to start the implementation journey with ServiceNow

What's in this Success Playbook

ServiceNow® can help you improve your IT and enterprise service management with a powerful range of capabilities. This Success Playbook will show you how to:

  • Correctly approach the implementation roadmap
  • Build adoption momentum and capture early ROI
  • Sustain and grow value by implementing the right reference architecture and prerequisites

Key takeaways

The most important things to know

  • Clearly define and prioritize your short- and long-term ROI goals, and match them to your implementation priorities.
  • Make sure you have a foundational configuration management database (CMDB), as well as processes for CMDB development and maintenance.
  • Identify and capture quick win opportunities to drive early adoption momentum.
  • Don’t wait to build effective governance, training, and organizational change management.
  • Revisit the service strategy frequently, and avoid repeating patterns that limit future opportunity.

The payoff of getting this right

With the right implementation plan, you’ll ensure that your implementation activities deliver on your business case objectives, and you’ll avoid pitfalls or unnecessary detours that don’t contribute to your success. 

Steps covered

Step 1: Connect vision and strategy to implementation

  • Start your journey by defining your vision, drivers, desired outcomes, and measures of success.
  • Run a gap analysis between current and needed IT business capabilities.
  • Build a plan that includes your baseline, future-state requirements, and actions to reach your goals.

Step 2: Map the right process foundations

  • Run a review to define “as-is” and “to-be” states for the processes you’ll implement.
  • Use value stream mapping to frame an optimal “to-be” state.

Step 3: Set technology and data foundations

  • Put your desired CMDB model in place before you implement new capabilities.
  • Define a clear reference architecture to guard against future technical risks.
  • Define clear standards for instance management based on your desired outcomes.

Step 4: Capture high-visibility, low-cost 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.

Step 5: Build foundational management capabilities

  • Ensure your implementation roadmap includes developing the management capabilities that get you the most from your ServiceNow investment.

Related resources

Success Checklist

State your transformation vision and outcomes

Download our ready-made action plan on how to define your vision and business objectives for digital transformation.

Success Checklist

Build a phased program, identify quick wins

Download our ready-made action plan for developing a roadmap and implementation plan for ServiceNow.

Success Checklist

Baseline and track performance, usage KPIs, and metrics

Download our ready-made action plan for defining metrics to support your ServiceNow implementation.

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.