A place where should dare to go
Posted on 16th September 2024 at 01:22
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With the new ServiceNow Xanadu release just around the corner, I find myself pausing to reflect.
Not (I should add) on my freakishly passable Olivia Newton-John falsetto.
No, instead I find myself wondering how many customers will be quick to enjoy Xanadu’s new and improved capabilities, and how many will facepalm at the daunting prospect of another upgrade “project”.
When done correctly, adopting ServiceNow can be fast, affordable and truly transformative. And upgrading ServiceNow should be easy.
ServiceNow has become so much more than a technology solution. It has evolved as the world-leading enabler for digital transformation through its ecosystem of optimised, industry proven ways of working, underpinned by its spectacularly effective single pane of glass architecture.
Brilliant. So, why is it that most ServiceNow customers continue to struggle with transforming their ways of working, long after implementation?
One major factor is that many implementers still follow outdated implementation approaches that are centred on adapting the platform around the customer. Implementers on the whole have been slow to recognise ServiceNow’s evolution and slower still to adapt their services to address this fundamental shift.
It is important to say that some deviation from core product is almost always necessary. However, the degree of customisation undertaken by so many customers will undoubtedly prove to be highly counterproductive.
The best outcomes come from ditching our traditional “implementation” project mindset, focusing instead on an education led “adoption” approach, that weaves ServiceNow into the customer’s people and culture.
Organisations willing to embrace transformation should be guided on how to align internally to adopt its optimised processes and inherent ways of working.
The benefits of remaining close to core ServiceNow are significant. New releases can be adopted faster, with fewer problems, meaning customers can remain nimble and can enjoy new and enhanced capabilities faster than their competition. Fewer deviations speed up the adoption journey, and keep the costs low, meaning customers receive a return on investment quicker.
But to achieve this, organisations need to accept that in order to modernise and transform, they must change. Not the platform.
By understanding the target operating models, implementers can educate customers on aligning resources to the roles needed to achieve the benefits.
And by demonstrating out of the box processes and by helping organisations resist unnecessary configuration we can focus on educating stakeholders on new ways of working and encouraging sponsors to be bolder in their aspirations for change.
We have become ambassadors of organisational change, not facilitators of technical change.
Whether an existing customer or not, if you want to learn more about how native ServiceNow can become the enabler for transformation in your organisation, please reach out.
It’s never too late to change. Xanadu shouldn’t be “a place where nobody dared to go”.
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