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Inside the Barrel

Reasons for Reimplementing and Why All Trends Don't Need to be Followed

Reasons for Reimplementing and Why All Trends Don't Need to be Followed

If you’re thinking about reimplementing ServiceNow, you are not alone. We are hearing from an increasing number of people who are thinking of doing the same. Mind you—these are happy and dedicated customers, not people looking to “de-book” and leave the ecosystem. Users love what the ServiceNow platform can do for them almost universally—just look at the renewal rates for proof of that—but there are several rationales in considering reimplementing to get more of the system’s benefits. Some cases present valid issues regarding ServiceNow and how the customer is using it, while others are really a polite screen for organizational issues. So whether the motivation is a “system overhaul” or a need for a “fresh start,” here are some of the reasons for reimplementing we are hearing in the marketplace.
  1. We have been saddled with our implementation partner’s “quick-start” and it is killing us every upgrade.
  2. ServiceNow was implemented just like our old tool, and it isn’t the old tool.
  3. We aren’t following the same processes that we configured the tool for.
  4. So, we are paying for module______ but not using it…..and we should be….
  5. Oh we get it now….that is what our CMDB should be doing for us.
  6. Our ServiceNow implementation has a lousy internal reputation and needs a facelift.
  7. We want to align to a DevOps model and we aren’t configured for it.
  8. ServiceNow has introduced modules that we built custom solutions for years ago, and we want to move to the ServiceNow product.
  9. We have been using an MSP instance and are not happy with the constraints that the MSP has put on us.
  10. We did a basic “rip & replace” and should have transformed how we run IT.

We are not advocating a mass ServiceNow reimplementation-wave for existing users by any stretch, but this is the buzz out there. Reimplementation is NOT the “silver bullet” to solve the issues you face in your environment—or even in your ServiceNow instance. If you are having these or other challenges, seek advice from your services partner, ServiceNow representative or the community at large. Often, less drastic approaches will get you the business results you are looking for at a much lower cost in both time and money. Approach any challenge from both a technical and business perspective using your ServiceNow Platform Governance process as the basis and you will be just fine.

Written byKevin Griggs, HR Service Management Expert

Kevin Griggs is an HR Service Management Expert with experience both as a practitioner, consultant, and implementer of HRIS systems. As Cask’s Director of Solutions, Kevin leads the Cask thought leadership team around Human Resources topics including case management, organizational change management, employee on-boarding and other transitions, as well as organizational design. The team’s goal is to enable HR organizations to provide better services to the businesses they support.