Getting the Best from ServiceNow® – Common Pitfalls

Getting the Best from ServiceNow® – Roadmaps, License Utilization & Customizations
April 10, 2018
Getting the Best from ServiceNow® – Frequent Issues
April 24, 2018

ServiceNow® integrates workflow management and simplifies the way you work through an approach that is service-oriented and user-friendly. Compared to legacy on-premise systems of the past that comprised disparate systems, the cloud platform’s integration means that efficiency and turnaround time increase significantly. However, these benefits can only be realized when the platform is utilized optimally. In practice, certain common mistakes can result in sub-optimal usage which means that you aren’t getting the best from ServiceNow®.

The CMDB (Configuration Management Database) is the heart of your ServiceNow® application in many ways. It powers the Service Catalog as well as Incident and Problem Management to name just a few. So it goes without saying that a healthy CMDB with high-quality data is necessary for peak performance of your ServiceNow® implementation. The most common flaws tend to be data that is inaccurate, incomplete, or lack of correct relationships between Configuration Items (CI) in the database. A health check for your CMDB against these parameters can help you gauge how well you are leveraging your CMDB.

The advantage of ServiceNow® is its streamlined integrated approach to work. However, redundant processes, business rules and client scripts detract from efficiency. Ideally, following best practices avoids such redundancies. For example, creating custom tables by extending base tables in ServiceNow® is one way to reduce clutter in the system. Another inefficiency that can arise is when there are multiple entries for Catalog Items in the Service Catalog. This truly impacts the efficiency of the system as there are multiple entities for raising tickets, instead of a single one from which the specific items required can be selected. In case your implementation is affected by redundancies, a Gap Analysis by a ServiceNow® expert can evaluate the issues and identify how they can be rectified.

No matter how great your software is, you’re not getting the best from it if users are not using it as intended. Or worse, not using it at all. Human nature is an age-old challenge that can throw a spanner in the works – in this case with user adoption challenges. A good internal marketing plan can surmount this issue, so that users adopt the software the right way. Having training along with the rollout also improves user adoption of the software.

These mistakes are easily avoided by following Best Practices when implementing and configuring your ServiceNow® instance. Avoiding these issues enables you to leverage ServiceNow® for peak performance and maximum value to your organization.

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