The key to getting the most out of ServiceNow, a great ITSM tool, is ensuring you have effectively captured your technical requirements and then have successfully implemented them in-line with your own business objectives. This avoids putting bad processes on an expensive tool, thus saving time and money.

1. 7 steps to a successful ServiceNow®
implementation

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3. David Mainville
CEO / Co-founder
dmainville@navvia.com
Twitter @mainville

4. Navigating ITSM via our Software & Services
over 15 years of ITSM Success!

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6. Software & Services
• The Navvia process management platform
• A full-service ITSM consultancy
– Strategy
– Assessments and roadmaps
– Process design and implementation
– Tool selection and implementation
– ITSM training

7. “
It’s seldom the tool that’s
the problem ”

8. April
27
–
May
1,
2014
–
San
Francisco,
CA
Industry Insight
A significant number of ServiceNow® users admitted that their
implementations failed, not because of the software, but because of a
lack of attention to both process and requirements!

9. ”Leading CIOs understand that IT service management should be strategic,
extending far beyond the operational use of ITSM tools and processes to
provide a business-focused service leadership approach.”
The IT Service Management Unified Framework: Linking ITSM to Business Value and Maturity - March 2014
Gartner Group
”Process is usually the lowest maturity discipline, but organizations that are
more mature than average can see a 7% cost advantage over their less-
mature counterparts.”
Improve I&O Maturity to Drive Greater Cost-Efficiency - September 2013

10. Why do you think implementations fail?

11. There is no need for process, implement ”out of the box”.
Process takes too long & it is hard work.
We’ll just do a ”lift and shift” from our old tool.
The last project that focused on process failed.
Our management says - 6 months? Just slam it in!
It’s SaaS, just turn it on.

12. 7 Steps to a successful ServiceNow® implementation
1. Identify & correct process gaps
2. Leverage templates
3. Be inclusive and collaborative
4. Don’t be a process snob
5. Stay agile while limiting scope creep
6. Remember - training is important
7. Build a governance plan
7
Cri8cal
Steps

13. Identify & correct process gaps
• There is absolutely no sense in putting “bad process” on
great software like ServiceNow®
– Take to the time to assess:
• What works today
• Where is the process failing
• What aspects of the user experience needs improving
• How can you improve efficiency and reduce cost

14. Leverage templates
• Why start from scratch?
– Understand what works today and
leverage that in your project
– Use best practices like ITIL®, CobiT® or
ISO20000 as a guide
– Remember to insert your reality as there
is no such thing as “out of the box”

15. What are you calling your implementation
project?

16. Be inclusive and collaborative
• 70% of a great ITSM program happens
outside of ServiceNow®
– Processes built in a vacuum, in isolation, will not
get adoption
– People need to understand “why” - understand
your audience
– People need to be heard if you are to expect their
support and adoption
– Balance consensus with getting things done

17. Don’t be a process snob
• You are not the ITIL® police
– Refrain from sentences that begin with “ITIL®
says…”
– Who is to say what you are doing is not a best
practice, or at least best for your organization
– Keep your diagrams simple, processes need to be
easy to understand
– Remember that people learn in different ways, a
Visio diagram may not be enough for some folks

18. Stay agile but limit scope creep
• Agile does not mean you can wing it
– Requirements should be gathered up front - “out of
the box” seldom works
– Map business outcomes to tool and data
requirements
– Identify the mandatory fields, define pick lists, figure
out the triggers
– Make sure you are capturing the right data to
produce metrics
– Validate often, but do not be afraid to push things
to the next release

19. Remember - training is important
• Do not assume that everyone “gets it”
– People constantly ask for features that are already
in the tool
– People need to be trained on the process as well as
on ServiceNow®
– Build a plan that address all stakeholders
– Consider using multiple training formats, from
instructor led to CBT
– Try to use respected “go to” people to deliver the
training

20. Build a governance plan
• No sense in building a process if nobody
follows it
– Processes naturally erode over time if left
ungoverned
– Make folks accountable for the processes
– Establish control objectives and ensure they are
met
– Make friends with your auditors and build a
process that in in-sync with their requirements
Process will erode if left ungoverned
Avoid the thrashing

21. In summary
• ITSM delivers savings
• There is more to an ITSM program than a tool
• ServiceNow® is a great tool, do not put bad process on it
• There are many failed projects, do not add your name to
the list
• Avoid “lift and shift” and the myth of “out of the box”

22. Free Test-Drive
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23. ServiceNow® Capability Assessment
http://i.navvia.com/snow-assessment

24. Upcoming Events

25. Thanks for Attending
• Visit us at navvia.com
• Great content at navvia.com/library
• I'm David Mainville
– email: dmainville@navvia.com
– Twitter @mainville