Digital transformation is a phrase that can be heard in any organization, but it’s more than just a buzzword. According to McKinsey, about 90 percent of companies are undergoing a digital transformation to some degree. Taking on this organizational change, if done correctly, will not just be a one-time project but a continuous adoption of new technologies and processes.
In an episode of The Distillery Podcast, Adam Follmer talked about his company’s digital transformation journey with ServiceNow implementation, from using just one module to implementing a variety of services. Adam is the ServiceNow platform owner for a mid-level law firm with multiple offices around the world. He has more than 18 years of experience in IT, ranging from IT support to his current role as the ServiceNow platform manager. Here are some of the key elements Adam says he learned about ServiceNow implementation in his organization.
Ensure stakeholder buy-in
Getting all the stakeholders on board with a new system is a well-known challenge and one that can have a major impact on the success of the project. Managers and the C-suite may have different visions of what success with the project will look like. Other stakeholders might feel that new innovations will impact their jobs. Adam points out that getting stakeholders at every level aligned with the vision for the project and engaged with the process is critical for success.
Adam’s firm got started on ServiceNow with CSM before getting into additional services, including ITSM, ITOM, HAM Pro, and others. When his firm first began its journey with ServiceNow, Adam says it was difficult for everyone to see the full potential. Once people saw the vision and were fully engaged, the process became much easier for everybody. “The importance of organizational change management and having teams engaged with the pace of change kind of softens the blow, if you will, or makes that change easier,” Adam explains.
Improve the process with Agile
One of the initial hurdles Adam’s team encountered was putting the right processes in place. It was easy to get bogged down trying to perfect an enhancement and roll out major releases throughout the organization. It could take months to finish a project and get the system in place. He realized early on that the team needed to focus on using the agile methodology in project management to improve the process.
As the IT department adopted agile, the process dramatically improved. It moved from trying to roll out major changes to prioritizing and focusing on smaller chunks to achieve the overall goal. “When we made the move to agile, we immediately saw improvement with our development cycles,” Adam says. “It almost seemed easy to us.”
The value of governance
A large part of perfecting the process and engaging stakeholders is governance, Adam says. Each stakeholder needs to own their process in order to successfully implement change and achieve the overall vision. It is impossible for everyone in the organization to fully understand all the processes in place. Stakeholders need to own their individual processes and vision, and align those processes and visions throughout the organization to the overall organizational goals. “It’s 100% necessary,” Adam says. “I don’t know all of my department’s processes. They have to own that. And then they can own their change.”
Governance will always be a work in progress, Adam says, but it is critical for the organization. As the organization looks to expand the services it is using into areas like App Engine, governance is even more important. Taking ownership and establishing governance for processes and development avoids a chaotic environment and keeps new ventures in line with the overall vision.
Find an expert partner
Partnering with Cask NX was a decision that made implementation much smoother, Adam says. The expert guides at Cask NX helped his team prioritize more effectively and keep all the stakeholders engaged in the process. Adam says Cask NX helped bring everyone together with quarterly planning sessions, which has helped align everyone’s visions. With Cask NX’s help, the processes have been more streamlined, and the timelines for projects are well defined. Having an expert partner to help build a roadmap has helped the organization stay on track to prioritize smaller projects and achieve the big-picture vision.
A digital transformation with the right people, processes, and technology can lead to meaningful, long-term improvements for a company. Making organizational changes with new technology is a challenge, but having an expert guide will help make the process smooth.
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You're working in a rapidly shifting environment.
Global dynamics, AI advancements, heavy competition–the only certainty is change.
We get it. And we’re here to help you harness the full potential of ServiceNow to simplify transformation.
Let's navigate the future together.
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We’re with you for what comes next
You're working in a rapidly shifting environment.
Global dynamics, AI advancements, heavy competition–the only certainty is change.
We get it. And we’re here to help you harness the full potential of ServiceNow to simplify transformation.
Let's navigate the future together.
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