What is ServiceNow?
ServiceNow eliminates a lot of manual work and re-engineers it into simple automated tasks. The platform has features that make the enterprise business process painless and smooth. Businesses fail to realize these benefits because of inadequate training or understanding of the platform.
ServiceNow makes work simpler using an AI workflow engine. The platform has workflows for IT staff, employees and customers as well. In addition, you can build your own enterprise workflows.
Let’s examine common ServiceNow challenges while implementing ServiceNow as an IT service management (ITSM) solution.
Common ServiceNow implementation challenges:
- Internal Requests
- Over Customization
- Complicated Workflows and Outdated Processes
- Lack of Expertise
- Generic Training
- Resistance to Change
Missing expertise is the bane of ServiceNow implementation
An enterprise’s resources may be limited or minimal due. While investing in the platform, companies should make sure they allocate the resources for training or outside consultants to ensure smooth implementation without affecting ongoing projects.
When your workflows a complicated & processes are outdated
The more complicated your workflows, the harder time you’ll have adopting an ITSM solution like ServiceNow. Otherwise, your users struggle to understand complicated workflows.
ServiceNow is designed to streamline your processes, but you can’t reap the benefits if you create an overly complicated workflow with redundant steps. You’ll also need to make sure your processes are updated and integrated with all relevant data points.
There is such thing as over customizing ServiceNow
Excessive customization can make your ServiceNow installation difficult and expensive to maintain. Customization often requires the use of outside consultants and a custom code. Customizations can make it challenging to expand ServiceNow to new departments or organizational units.
Customization also makes updates to your system more time and labor-intensive. You have to ensure your custom code will work with the new version.
Uncoordinated internal requests for customization
Imagine this scenario, you implement ServiceNow for one of the modules in a department. Other departments then start raising requests for the implementation. This is all too common. Creating customized solutions for each department is inefficient and will slow down your implementation timeline drastically.
The mandate behind ServiceNow is to create and maintain a seamless flow of information across the organization. If your company accepts these requests the entire implementation can go off track with their vision, creating chaos and affecting the entire implementation process.
Generic training from a consultant or ServiceNow might not be tailored to your business and processes. It doesn’t matter if you know how to use ServiceNow if you don’t know how your company uses it. Make sure your training fits how you’ll use the platform.
Resistance to change
The implementation revamps the way a business operates but the users are reluctant to change. Most of us can’t handle that much change in a short interval. You need a champion and a change management program to internally sell the implementation and change.
It is easy to think these are roadblocks but ServiceNow helps the digital transformation of a business end-to-end.
At EoraTech, we are experienced in empowering your organization with the best ServiceNow implementation that meets your needs while avoiding all the common pitfalls.
Get in touch with us to know more about our ServiceNow based solutions and services.