Inside the Barrel

So You're Reimplementing ServiceNow... 10 Things to Help You Along

So You're Reimplementing ServiceNow... 10 Things to Help You Along

As we mentioned in our last ITSM-related blog, happy ServiceNow customers are thinking about reimplementing ServiceNow.  If this applies to you, make sure you do not repeat the mistakes of the past—take advantage of everyone else’s reimplementation learnings and set yourself up for continued success on the platform.

10 Things You Want to Make Sure You Do This Time

  1. Remove those nasty “Quick Start” Update Sets. It may be painful, but in the long run it will save you time, money and stress every time you decide to take an upgrade.
  2. Ensure your Change Management Process is something that your teams can follow. Almost universally IT teams have challenges with Change Management. This is a great opportunity to look at your Change data and mine some candidates for pre-approved (Standard) changes.
  3. Establish a solid ServiceNow Platform Governance team if you don’t have one already. Make sure you include every stakeholder group in the platform. If you have implemented some applications and need further help, see the joint Cask-ServiceNow eBook on Platform Governance. (Link)
  4. Critically examine your CMDB, the supporting Configuration Management Process and your integrations that support keeping your CMDB current. Are you using Change Management (see point #2) consistently to control and audit changes to CIs? The CMDB is gaining importance as we all mature our IT operations and IT Security Operations capabilities. The data in the CMDB is critical to helping your security operation understand what it needs to secure. 
  5. If you haven’t already, remove any vestiges of CMS and convert to Service Portal. It is time to make that flip. Look for potential widgets that you can create.
  6. Clean up any custom tables that you no longer need. Extending tables and creating new tables happens, so why did you do it? What does it do for you? Do you still need it? Does ServiceNow currently have that? These are all important questions that you should be asking yourself at this point.
  7. Reduce your custom code. ServiceNow has introduced modules for which we built custom solutions years ago, and we want to move to the ServiceNow product.
  8. Revisit your reporting, metrics, continual service improvement and SLAs. Are you using Analytics can do for you? Are you measuring the things that management needs to make decisions? See our webinar on Metrics that Matter (link) for more information.
  9. Service Request cleanup! Look closely at your service request population— are there any high-volume requests you can now automate? ServiceNow orchestration and automation has grown increasingly sophisticated and can save a ton of effort. On the low volume side, meet with owners and understand why the volume is low. Is it awareness, training, poor performance or just plain low usage leading to the issue?
  10. Clean up unused Knowledge Articles. If you have a lot of articles that no one ever looks at, you may need to re-examine your knowledge management process. Knowledge management is key to any shift-left strategy.

As we mentioned in our last blog, we are not advocating a mass wave of reimplementing ServiceNow; but if you are going to do it, do it right.  Learn from the past, look at recent best practice improvements and leverage the learnings of the ServiceNow community to take your ServiceNow implementation to the next level.   Is the platform doing what you need it to do and answering the questions you need to manage work?  Make sure there is synergy between ServiceNow and your other systems, work processes and people to get the best results you can for your organization.

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.