In my consulting practice, I often encounter clients who are using an enterprise service management platform but are dissatisfied with the implementation. This is often reflected in negative user feedback or even when hoped-for efficiencies could not be realised.
This is typical of initial implementations where the focus was on implementing known functionality and not necessarily on making optimal use of existing platform functionalities.
ServiceNow’s much talked about “out-of-the-box” (OOTB) functionality (aka the standard) is a good starting point for an implementation, but it needs to be adapted in close cooperation with the customer to optimally adapt the “standard” processes to the customer’s needs.
Without a good understanding of a platform like ServiceNow and the necessary consulting during the implementation, the possible optimisations can only be implemented with difficulty.
Here I would like to help you to get the best out of your implementation. Within the framework of a multi-dimensional assessment, I look at the existing implementation and analyse the following aspects, among others:
- Process flows from the user’s point of view
- User feedback from interviews
- Customisation of forms
- Efficient use of master data and its sources
- Potential training needs for users
- Operational concepts (optional)
This results in a list of possible improvements with concrete measures that can be prioritised and implemented afterwards. Crucial for all measures is the focus on measurable parameters to assess the effectiveness of the proposed changes.
Only in this way can it be ensured in the long term that the investment in an enterprise service management platform also pays off economically and that the platform enjoys a high level of user satisfaction.