Have you recently undertaken an IT service management tool selection process where you:

  • Met with different service providers to meticulously score their tools?
  • Concluded that ServiceNow met most of your requirements?
  • Discussed additional cost with your boss, and assured them that the ServiceNow tool was a market leader that could do so much more?
  • Implemented and compromised along the way, to ensure you met your go-live date?

If this is you, then continue reading to find out how you can maximise on your ServiceNow investment.

Are you utilising the tool to its full potential? 

You now have a really good IT service management tool, which manages your incidents, problems and changes.  You might even have some assets in a configuration management database (CMDB) or an end user request portal.

However, you are paying for an enterprise tool that can do so much more, and sooner or later someone will start questioning the value that you’re getting from it.  You might even have a license renewal looming, and you’re going to need a strong case to get that signed off, particularly with ServiceNow’s statutory requirement for license numbers to increase on renewal.

If people start asking questions about the suitability of the tool, you’re clearly not fulfilling the objectives you set out when you bought it.  If you’re not careful, a formal tool selection project will be launched, and you’ll be back to start the process all over again.

How to maximise your ServiceNow investment 

Managing ServiceNow is a critical role which you must embrace, in order for the tool to reach its full potential, or it will stagnate and the satisfaction of those who use it will plummet. 

Develop a ServiceNow Road Map 

ServiceNow is a vast tool which should be managed in the same way as any other enterprise application; with governance, control and a development strategy.  You should be talking to ServiceNow and/or your systems integrator on a regular basis to discuss your road map, and how they might be able to help you shape and implement it.

Your Road Map should include:

  • Bug fixes
  • Enhancements
  • Strategic project to improve functionality, such as a CMDB, tool integrations or request portals
  • Plans to roll out ServiceNow beyond the IT department, into Project Management, Security, Audit, Facilities and HR.

Benefits of a Road Map:

  • Fulfil ServiceNow’s potential
  • Introduce automation and workflow
  • Save time, money and effort
  • Improve IT efficiency.

Syniad IT is a specialist IT consulting organisation.  We have undertaken numerous ServiceNow selection, implementation and improvement projects.  We regularly help organisations optimise their IT organisations, processes and tools.  Get in touch to discuss your specific requirements.

To find out how we help organisations like yours optimise their processes, read our ultimate guide to process optimisation