Getting the Best from ServiceNow® – Frequent Issues

Getting the Best from ServiceNow® – Common Pitfalls
April 17, 2018
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May 1, 2018

ServiceNow® is a premier integrated workflow management system that can transform your organization with its cloud platform and streamlined approach. However, even in the best of worlds, things can go off-track. In our experience, certain common mistakes prevent organizations from leveraging ServiceNow® for maximum value.

Integrations with 3rd party tools are often a necessity with your ServiceNow® implementation. Some of the integration plugins are Microsoft SCCM, Solar Winds and Qualys. When these integrations are interrupted, it can lead to hiccups in the data flow between the 3rd party tool and ServiceNow®. To perform optimally and smoothly, ServiceNow® needs accurate and up-to-date information from these 3rd party tools. Therefore, these data hiccups can lead to flaws in the how the system functions. To avoid this issue, integration testing should be part of the QA platform. If you are experiencing such issues, close monitoring and analysis is necessary to remediate them.

Lack of high-quality data in the CMDB, specifically data that is not normalized detracts from the database and the system overall. The CMDB can be populated by a discovery plugin, integration with a 3rd party tool, or a manual upload from an Excel or csv file. Manual uploads are not efficient and tend to result in a lot of duplicate data. The discovery plugin might not be capturing all the relevant data and issues with lack of normalization can also occur with 3rd party integrations. Data can be normalized through custom scripts or even manually if there is not too much complexity.

Another common issue is fear of upgrades. Many organizations worry about the technical difficulties of an upgrade and simply avoid upgrades. The number of instances and overlapping functionalities affect the complexity and time-frame of an upgrade. Users might worry about retaining their customizations through an upgrade and the work necessary to do so. If an upgrade is not well-planned, customizations might not be retained and functionality losses and UI changes can occur. However, with a properly planned upgrade, it is actually fairly simple to retain customizations and successfully upgrade your ServiceNow® implementation. Without upgrades you’re simply not getting the latest features and enhancements. In other words, you’re not getting the best from ServiceNow®.

Although many users fall prey to these mistakes, they are easily avoided by following Best Practices when implementing ServiceNow®. Even if these issues have already transpired, they can and should be rectified to get the best from your ServiceNow® implementation. Doing so translates into big savings and productivity gains while simplifying the way you work.

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