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How To Build A ServiceNow Roadmap and Get Value Quickly

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Eugen Oprea
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182 views5 pages

How To Build A ServiceNow Roadmap and Get Value Quickly

Uploaded by

Eugen Oprea
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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How to build a ServiceNow

roadmap and get value quickly

Updated: June 2023

Asset number: 0003673


Table of Contents
Background .................................................................................................................................................. 3
1. Get the foundations in place to scale properly .............................................................................. 3
2. Grow ROI on your ServiceNow foundations over time ................................................................... 4
3. Implement multiple products in parallel ........................................................................................... 4
4. Match your desired outcomes to capabilities and tailor as needed........................................... 4
5. Partner with experienced advisors .................................................................................................... 4

© 2023 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
Background
Many customers ask us how they should plan their ServiceNow implementations. What
capabilities should they start with? How do we ensure alignment with their outcomes? Do we
have resources to help?
Here are five key insights you should know as you begin roadmap planning:

1. Get the foundations in place to scale properly


A well-laid foundation of ServiceNow capabilities is critical for scaling your implementation over
time and maximizing the value you expect. Advanced features like Virtual Agent or Process
Optimization work best when there are well-defined foundational processes (e.g., Case
Management) and accurate data (e.g., Case Types) to support them.
ServiceNow has two essential resources in place to help you identify the right foundations:
1. Recommended Implementation Sequences: These detail a starting point and an ideal
sequence of implementation for each of our workflow areas and are readily available for all
customers on Now Create.

2. Solution Accelerator: Our Solution Accelerator builds on the Recommended Implementation


Sequence by showing you how to phase each of your major product workflow areas onto a
singular roadmap and linking it to your objectives. This tool is available through your
ServiceNow Account team, who can facilitate an informed planning conversation.

© 2023 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
2. Grow ROI on your ServiceNow foundations over time
With the right foundations in place, you will begin to realize value immediately. This foundational
value will grow with every additional ServiceNow investment. For example, a well-designed
foundational process like Case Management will speed fulfillment and delivery times and
provide enterprise visibility of work. More advanced features overlaid on Case Management will
drive even greater value, e.g., Guided Decisions will further accelerate resolution times.

3. Implement multiple products in parallel


If you own several ServiceNow workflow products like ITSM, ITAM, CSM, and HR, we encourage
you to implement these in parallel. Furthermore, within each of these products, customers can
implement several products simultaneously, such as Incident Management and Change
Management for ITSM. Customers who implement in parallel realize value more quickly.

4. Match your desired outcomes to capabilities and tailor as


needed
Identifying your desired outcomes is an important step in your ServiceNow journey. Once you
have identified what you want to achieve, our tools will map the right capabilities and products
to your needs and help you sequence these appropriately. ServiceNow Impact customers can
also work with their squad to deliver an organization-specific roadmap with initiatives linked to
measurable outcomes, tracked over time. Non-Impact customers can still avail themselves of
our roadmap accelerator tool to build a high-level, outcome-aligned platform roadmap.

5. Partner with experienced advisors


Sometimes, getting an expert in to help you is the fastest way to get your roadmap moving. The
majority of ServiceNow customers choose a strategic partner or partners to assist in the planning
or implementation of their platform. We also have several customers (usually smaller

© 2023 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
organizations) that choose to self-implement. In both cases, customers have found success with
the assistance of a ServiceNow Impact subscription.
All in all, there are three main advisory solution options that can be used together or separately
to supplement your internal expertise and deliver your roadmap:
1. ServiceNow Impact: A personalized advisory solution that identifies your desired outcomes
and provides expertise, product alignment, and leading practice to build and sustain value.
2. ServiceNow Certified Partners: Third-party experts in ServiceNow implementation. Our
certified implementation partners can be found here.
3. ServiceNow Expert Services: Our services team holds an incredible depth of platform
expertise, a proven methodology, and leading practices to help you deliver. Expert Services
are available as a stand-alone offering or on a co-delivery basis with our certified partners.
If you need assistance choosing a partner, you can find our partner selection playbook here.

© 2023 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.

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