Why this is important

Improving how work gets done is what your implementation is all about. Learn how to modify your processes—and in some cases, eliminate them—get rid of waste, and add automation so you can achieve your business objectives.

Steps covered

1. Assess your existing process
2. Identify process improvement opportunities
3. Design process improvements
4. Plan future process improvement opportunities
5. Develop a system to continually identify process improvement opportunities
6. Build a process improvement culture

Key takeaways

The most important things to know

• Redesigning work processes entails more than selecting and using a process framework. These frameworks sometimes miss that you must bring a lot of people on the journey. Work toward building a culture of using processes not as an end in themselves, but to make work better for people.
• Consider ServiceNow out-of-the-box (OOTB) processes as a method to accelerate change and maintain a straightforward upgrade path.

The payoff of getting this right
When you build a culture of continuous process improvement—one that liberates everyone in the organization to reimagine how work gets done—you not only increase process efficiency and effectiveness, but you create a culture in which everyone is a stakeholder in building better, simpler work experiences.