- My View
We are looking to implement ServiceNow in early 2017.
Thanks in advance!
Whole Foods Market
From a client:
• What questions should we be asking ourselves and our implementation partners?
- Does the partner bring a holistic view of service management and a mastery of the complexities of large enterprise clients or are they solely tool focused and lack the understanding required for client adoption?
- Additionally the partner should bring acceleration tools, methods, and processes to aid the client and speed deployment.
• What do you wish you knew when you were implementing?
- How important our development resource team would be, not only for the implementation work but for the onslaught of follow-on work that results from and excited user base and an easily configured tool like ServiceNow.
• What were your most important learnings you walked away with?
- Don't skimp on training, communications, job aids, CBTs and anything that drives adoption, inclusiveness, and knowledge share.
What questions should we be asking ourselves and our implementation partners?
It depends on where your organization in their capability maturity of implementing the ITSM, Business Service Management (BM) and IT Operations Management (ITOM), etc..
a) Is this is a conversion project from a legacy system to ServiceNow or Net new implementation?
b) Do they have methods/ tools to perform migration quickly if it’s a conversion project from a competitor product?
If you have existing ITIL processes in or if you need to know where the organization is at for ITIL capability maturity then the following questions would apply
a) Does the vendor have means to provide ITIL audit to measure the company current ITIL implementation and adaptability?
Based on this analysis can they provide understanding of
- A temperature measure of the organization ITIL Capability
- What activities should be in place before the project start so that the user community will adopt this project outcome
- Identifying gaps in ITIL training needs
- Identify the key players to support the project for success
- Identify possible pockets of departments or groups where there is resistance to change – so you can have strategy to address the risks of change
- ServiceNow training requirements and how will they support the training?
b) Do they have data to identify and communicate to your upper management what are the resources needed within your organization to maintain and manage these new processes that this project is introducing
Initial adaptor to Service Now - Out of the Box (OTB) Implementation Planning
a) How have the vendor delivered ITIL /ITSM/ ITOM /BM etc... projects to a similar organization as yours?
b) It's better to implement OTB solution and live with it for a while and bring in customizations only once the user community has used the tool for a while (similar to when you move into a house, it's better to live in it for a while before any new renovation projects)
c) What are the best practices, accelerator tools available to implement OTB solution?
a) What are the best practices, existing code IP that they can bring in to kick-start the customization or project deliverables?
a) How are they managing the deliverables against the RFP deliverables / Business requirements from a Project execution standpoint, do they have project management processes in place to account for deliverables against payment pay out to the vendor?
b) How will they hand over the deliverables to be picked up by your organization resources, should this be a mixed team (vendor + your organization resources) implementation so that your team can come up to speed as the project wind down?
How will they handle issues after the project delivered in production?
-Troubleshooting resources after delivering the projects to normalize the environment?
How will they measure adoption by the user community after the project implemented?
Tools to measure project deliverables adoption over time
Do they have local resources to manage the project and deliver projects without additional travel and hotel expenses?
At the end of the day, you are looking for a partner in business, to work closely with your staff to support the deliverables. So interview the vendor's team before the project kick-off.
UT Austin recently implemented ServiceNow (Fuji). During the course of our implementation Geneva and Helskini was released. Both of these versions brought significant changes to a lot of the custom development we were working on in regards to Incident Management, Request Management, Email Intake, Human Resources, and CMS. We have found ourselves having to redo a lot of custom development on Fuji in the wake of upgrading to Helsinki and will have to completely rearchitect our front end when moving to Service Portal. I think an important question especially when using an outside contracting team (who may or may not be deliverables based) is to ask what may change in the future regarding the development work you're doing today. Unfortunately we went live in July 2016 with Fuji with no direction regarding upgrading to Helsinki (and now Istanbul has been released as of this week) and are already looking at major overhauls with Human Resources and Service Portal. Many development hours wasted and many thousands of dollars now obsolete. I believe with an application that had major improvements such as Human Resources it would have been more beneficial to push the project timeline back to the new upgrade rather than trying to complete the deliverables in an older environment.
Also, while ServiceNow is very large platform that can do a lot, make sure the implementation doesn't bite off more than it can chew. We found ourselves trying to launch Incident Management, Request Management, Service Catalog, CMS, Human Resources, Financial Management, Facilities Management, CMDB, and Knowledge all at once in a big bang approach. Lessons learned revealed that phased releases may have been more beneficial to the user community as well as the development teams in order to release quality applications rather than scrambling to release many applications all at once.
Hope this helps, happy implementing!
Ashley Snyder, MSIT
Certified System Administrator