I was on the road with clients in Seattle this past week, and after meeting with the fifth client, I noticed a trend. Though the five companies I met with might be very different – from the industry they serve to the culture they have built – they all have similar issues with ServiceNow:
- They can not keep up with the number of requirements coming in from different parts of the organization.
- Requests are delivered across many channels, which creates an information gap between the business and IT.
ServiceNow is not just about IT ticketing anymore. It’s about solving real business problems with digital workflow and an amazing employee and customer experience. So, the question becomes, how do I, as the ServiceNow platform owner, service my customers outside of IT better?
With processes and a communication protocol properly in place, there is no limit to the success you can achieve.
Enterprise Solutions for Streamlined Processes
The answer is having a great demand process defined and automating with ServiceNow Demand Management. Like our clients, many ServiceNow owners are asking for solutions, and there just aren’t enough people to handle these requests. As the platform has grown, so too have the needs of the users. Our clients want enterprise solutions and streamlined internal processes to support their customers and employees. When disconnected from delivery applications, demand and requirements handling suffers from a lack of traceability between the initial request, project execution, transition to production, and ongoing operations. Employees need a big picture view into their requirements, cost, and performance, along with the ability to centralize, collect, and prioritize demands. Enter best practice platform governance and demand management…
An improvement on ServiceNow Platform Governance and Demand Management can help determine the following:
- How to build a demand funnel that’s appropriate for their organization;
- Gives companies a process for decision-making that takes into account the approval process for major decisions,
- Provides a way to prioritize those decisions
- Provides an estimate on timing that customers can expect or work with an external consultant, contractor to help with work
ServiceNow is a large investment, and it should be treated like one. That means the ServiceNow platform team needs to work hand-in-hand with the business to continue to get the most out of the platform, and upgrade when the time is right.
Organizations using ServiceNow just for IT need a way to get from point A to point B to drive more enterprise-wide usage, or they will lose the momentum they've built in their initial phase. Click To Tweet
Mature organizations get other departments onboarded quickly and can meet ongoing demand, so that ServiceNow can support the entire organization.
Cask, as ServiceNow’s 2020 Americas Elite Partner of the Year, has helped our clients realize some of their greatest successes over the years. With Demand Management and proper Platform Governance, we’ve provided a set of processes and decision points for our clients and put a framework in place for them to handle requests in a professional enterprise manner.
Confidence through Metrics
Don’t forget having the proper metrics in place to visualize the process performance and identify gaps, bottlenecks and areas for improvement, but this needs to have a customer focused view on the process (not just an IT view). Our internal customers care about the end to end process, not just the bits and pieces that IT may care about. Ultimately, they want to know when they will have a finished product or service. With Demand Management and dashboard visibility, our customers are confident that any request they place in the queue, is managed, and being executed in a timely manner.
Feel free to drop me a line to learn how Cask is helping our customers get more sleep and help them to stop worrying about how they are going to handle the demand for ServiceNow related work in their organization. I’ll make sure you get connected to the best consultants in the business!
Ready to get demand under control? Let Cask help.
Vice President of Growth and Innovation at Cask
Jason has 20+ years of hand-on Digital Transformation, Service Delivery and Consulting experience. He has worked with clients, ranging from 1,500 to 750,000 employees, to build transformation programs, roadmaps, services, portfolios, processes and adoption plans in the Financial, Public Sector, Higher Ed, Tech, and Entertainment industries. Jason has authored several articles on the topic of digital transformation and was most recently quoted as part of ServiceNow’s Best Practice Playbook on Organizational Change Management.