Effectively Operating ServiceNow

So far, you have deployed ServiceNow in your organization, and if you have followed the advice of the previous chapters, it went exceptionally well. The scope was well controlled, the stakeholders were supportive and aware of the decisions they needed to make, and the overall direction of the implementation was smoothly steered by a clear overall strategy and guiding principles: congratulations!

At this point, the project is over, the consultants (if any) have left, and the current users of the platform are starting to ask for changes and reporting little issues they are finding here and there as they become increasingly familiar with their new world. In addition, leaders from other departments have heard of the success of the implementation and are clamoring to start using the platform for their own needs. One executive in marketing heard that there’s a Customer Service Management module on the platform and they’re eager to leverage...