How driving awareness will ensure the ongoing success of your ServiceNow program.
Once your ServiceNow program has been implemented, it’s important to introduce the rest of the organization to this new service. Expanding service management helps elevate the platform to bring value across the enterprise and all teams interacting with it. Here’s how to introduce your organisation to your newly implement ServiceNow platform:
Lay down strong foundations.
During the implementation process it is key to introduce departments to the upcoming change. Knowing, ahead of time, why the company is changing, what has already been accomplished and having a great success story is foundational to the creation of marketing and communication materials.
The Role of Organizational Change Management
Organizational Change Management (OCM) is the accumulation of activities related to communication, training, and measurement of success about the new capabilities introduced to the organization. For the purpose of ServiceNow, OCM is about appropriate communication & training, pre-launch, to ensure the organization is prepared for appropriate adoption of the new capabilities being introduced.
The Role of Governance
Governance of the ServiceNow platform includes platform, capabilities, and business technology. Platform governance is focused on the technical good practices to effectively “keep the lights on,” maintain what is currently on the platform, and manage basic activities such as upgrades.
Introducing ServiceNow for Service Management
Marketing includes many complex concepts and execution methods. For the sake of marketing the capabilities of what the team can do with the ServiceNow platform, introduce the value the team can provide and the issues that can be solved. This is done through communicating what has already been accomplished and how it aligns to other teams’ service management needs.
Methods of delivering a positive message about change
Two methods for introducing ServiceNow for service management to the enterprise: •
- Driving Awareness
- Targeted Approach
Driving awareness activities include:
- Success stories
- Sharing the road map
- Go-live celebrations
- In-platform advertising •
- Company-wide communications
- Being visible
Targeted approach approach includes :
- Understanding what the ServiceNow platform is best suited to solve
- Utilising a coach
- Identifying which departments have an issue that aligns
- Identifying who is responsible for solving those issues
- Approaching the person and asking for a meeting
- Conducting the initial meeting – confirm value
- Bring in the ServiceNow account team
Prepare the New Service
Whether another department is considering ServiceNow because of a targeted approach, or because of general awareness, once they express interest in ServiceNow, it’s important to prepare them for the process of implementation. This includes the following:
- Educating the other department on the internal demand, project, and release processes
- Documenting the department’s requirements
- Understanding the value and outcomes the department wants to achieve
What’s in It for them?
Ensure the department is fully aware of the value of the platform as it relates to them, ensuring a plan and value statements specific to the team are included. It’s not enough during this crucial time to present ServiceNow as a whole. Instead, focus attention on achievable goals related to specific business issues the department is experiencing
Plan for success
Be prepared to explain what will change for the interested department with visuals and workflow scenarios that explain the current user experience and process compared with the proposed updates, ensuring these proposals have not been created without intervention from representatives within the department.
Determine departmental maturity
During this phase, prior to kicking off development, it’s important to identify and share the maturity level of the interested department’s service delivery model.
Once the ServiceNow team and the interested department have planned for success, it’s imperative to determine how that success will be measured. A good place to start is with surveys. KPIs can be transitioned from the previously- implemented process model, but they generally don’t consider fulfiller and user satisfaction with the new program. This is a key component to determining the success of the implementation, and surveys can be built right into the instance where the activities are completed. This will provide insight into possible defects or future enhancements, and it provides a communication conduit between the ServiceNow team and end users.
Now that the framework and ideas around how to introduce ServiceNow service management to the enterprise have been outlined, start thinking about the correct next steps.
Is there an upcoming event or go-live these recommendations can be incorporated into?
- Create a success story
- Plug data into an infographic template
- Schedule a webinar. Don’t necessarily start company-wide; test it out on a group of fulfiller users associated to current services, and provide them with program updates
- Start up a monthly governance meeting – pull in the Executive Sponsor and service owners, or kick-start the
platform team. Remind everyone why the journey was started in the first place and how much it could be.
Article adapted, with permission, from ServiceNow Success.
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Source article used with permission