Getting the Best from ServiceNow® – Roadmaps, License Utilization & Customizations

In IT services sales it helps to be consultative and prescriptive
April 3, 2018
Getting the Best from ServiceNow® – Common Pitfalls
April 17, 2018

ServiceNow® is a state-of-the-art cloud platform that provides an integrated workflow management system. Its streamlined service-oriented approach simplifies how employees work and elevates your business to peak efficiency levels. It overcomes the pitfalls of disparate systems, which struggle with interoperability and flexibility as it is tough to transfer data between such systems. However, certain common mistakes with your ServiceNow® implementation could mean that you are not getting the best from your cloud platform. Such mistakes are easily avoided by following Best Practices regardless of the modules you have chosen for your implementation.

Without a roadmap, you can get lost, going off-track with your ServiceNow® implementation. To avoid this, you must create a roadmap charting how you will proceed, prior to implementation and configuration of your ServiceNow® instance. Remember your implementation roadmap must align with business goals. Explicitly charting this alignment can keep you on the right path. For example, your organization could be focused on boosting the efficiency of its IT department or operations. In this scenario, the ITSM and ITOM modules of ServiceNow® will be the starting point. Once your roadmap is defined, you must monitor roadmap progress during implementation.

License underutilization is another common problem for organizations implementing ServiceNow®. Simply put, license underutilization occurs when a company has bought more licenses than are actually being used. As licenses are expensive, this is a costly mistake. Sometimes this happens when the organization is erring on the side of safety, trying to ensure it has as many licenses as necessary. Alternatively, an employee could have left an organization but has not been de-tagged from the license. The good news is that this issue is easy to rectify. By performing a few diagnostics and tracking user behavior, the number of licenses actually being optimally utilized can be estimated. The next step is to reduce this bloat and optimize license utilization by renewing only the licenses that are actually needed. This is a good cost saving and more efficient for your organization.

When customizations are implemented, they may not be up to ITIL standards. However, ServiceNow® is built to meet ITIL compliance, so its out-of-the-box (OOB) features meet this standard. When customizations are not up to this standard, you’re not working as efficiently as you could be. That means you’re not getting the best from ServiceNow®.  A Gap Analysis can help analyze where customizations are not standard-compliant and identify remedial actions to be taken.

Avoiding these common mistakes will help you get the maximum value from your ServiceNow® implementation. Generally speaking, following Best Practices for ServiceNow® will prevent these issues from occurring so that your organization gets the best out of ServiceNow®. You want your cloud platform to help your organization fly, don’t you?

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