Crossfuze https://www.crossfuze.com Enterprise Services Solution Thu, 19 Jul 2018 18:49:56 +0000 en-US hourly 1 https://wordpress.org/?v=4.9.7 https://www.crossfuze.com/wp-content/uploads/2017/03/cropped-CrossfuzeIcon-512-32x32.png Crossfuze https://www.crossfuze.com 32 32 6 Reasons Why Amazing Customer Service is Critical to Your Long-term Marketing https://www.crossfuze.com/6-reasons-amazing-customer-service-critical-long-term-marketing/ https://www.crossfuze.com/6-reasons-amazing-customer-service-critical-long-term-marketing/#respond Mon, 12 Jun 2017 16:21:05 +0000 http://crossfuze.com/?p=2745 Do you know why companies like Amazon, Zappos, Southwest Airlines, or the plumber in the next town keep getting more business from consumers like us? The answer is quite simple. It’s because they provide exceptional customer service every chance possible. Their entire brand is built on the promise of great service. Sounds easy, right? On […]]]>

Do you know why companies like Amazon, Zappos, Southwest Airlines, or the plumber in the next town keep getting more business from consumers like us? The answer is quite simple. It’s because they provide exceptional customer service every chance possible. Their entire brand is built on the promise of great service.

Sounds easy, right?

On the surface, perhaps. However, when you dig down just a few inches from the surface of the words, “exceptional customer service”, you’ll find a machine and team hard at work turning dials and pulling levers to constantly fine-tune the machine’s ability to produce output that turns one transaction into many.

Most of my customer service experiences have been good as of late, but when I get a bad one it’s usually because of inadequate systems or the representative has been hired to protect their employer and not help the customer. People have strong memories of how companies make them feel and it’s never been easier for them to share their opinions with their personal or professional networks. That’s a pretty good recipe for good or bad word-of-mouth marketing.

Can you afford to get it wrong?

The Customer’s Experience requires incredible customer service

Putting yourself in the shoes of your customer shouldn’t be difficult because you know what it means to be a customer. Fantastic customer service remains difficult because businesses struggle with the cost of handling every moment with excellence. The cost is a real issue, but research shows over 86% of consumers would pay more for better customer service. We know the customer experience is the aggregation of all customer moments that inform us of the brand’s value. Big things begin with small changes, and when there is an accumulation of disappointing micro-moments, customers start to consider options.

Customers are fickle

It’s often quoted that 30% of consumers will tell others about a good experience, but over 45% of unhappy consumers will tell others about a bad experience on social media. You can see how this can build into a problem. Your brand and future revenues are at risk. Moreover, according to Zendesk, 83% of customers trust word-of-mouth over advertising. What makes improving customer service challenging? Research shows that executives are far too delusional about how willing consumers are to change brands. In short, customers are significantly more willing to change a provider than company leadership understands.

Customer Service is the brand promise being kept or broken

When someone purchases a product or service, three sales take place. The first sale is when the customer chooses the product or service. The second sale is when the customer starts using the product or service. This third sale is when the promise of the brand is kept or broken. Think of the buyer’s experience of going to a website, spending hours devouring content, working with your salesperson, and finally choosing you, only to have customer service break the promise of the brand and not exceed the customer’s expectations. It’s like building a 100-floor skyscraper only to stop at floor 60 and the builder walking away because s/he lost interest. That unfinished tower sits in the mind of the customer and remorse ensues. Depending on your industry, your company could be spending 20-45% of its revenue on marketing and sales. When customer service fails to delight the customer, the entire investment takes a hit.

Customer Service is an opportunity for customer insight

By canvassing customers, you can achieve a clearer picture of the effectiveness of your customer service. For example, after a call, a survey can be completed or a follow-up email is sent with a desire to understand how the experience can improve. If customers are unhappy, of course, you want to address them as soon as possible with extreme directness. But to gain real insight, take the time to learn from those unhappy customers. There may be a new product or service idea in the middle of that customer’s struggle.

Personalization delivers the keys to the kingdom

For most of us, poor customer service is experienced as 30-minute waits and speaking to someone who clearly does not have a unified and consistent view of the customer across multiple channels. My nuisance favorite is when you call in, and the automated response asks you to enter your account number and minutes later (you hope), you get directed to a customer service agent, only for them to ask you for your information that the account number should have given them. Tell me again why I entered the account number?

Excellent customer service begins and ends with the customer feeling that the provider knows them and their personalized needs. Maybe brands could forego a personalized experience in the past, but the customer experience bar is elevated, and it is going even higher. Without addressing customer personalization, companies will see their profits fall and risk being sold or shuttered. The flipside is that the better a provider is at building a personalized experience, the more likely the customer is to stay there for the long-term. This can be accomplished with a platform that delivers a unified view of the customer. Agents can instantly address all aspects of the customer connection, thus enabling the agent to quickly address concerns, anticipate needs, and offer up recommendations.

Bad customer service can turn into a PR crisis

By now, everyone knows about the unfortunate United Airlines incident where a passenger got dragged off the plane. For an undisclosed amount, the airline has made peace with the passenger. We would not be surprised if the cost of that peace were in the seven figures.

Not knowing what to do in extreme outlier circumstances leaves people unprepared to do the right thing. In this case, it gets caught on video and goes viral. These “people are behaving badly” moments happen every month with big brands and often get captured on video. Many poor customer service moments get created by systems that have been designed for economic efficiency while forgetting that on the ground, it’s a much more complex and human environment.

Regardless of the cause, a PR crisis can threaten the company’s profits and even its existence if not addressed properly. What makes it particularly disappointing is most of these PR crisis moments are easily avoided with a little forethought. Well-trained and empowered employees can do the right thing at every customer interaction to exceed expectations. It’s easy for a tired employee to get overwhelmed when there are no proper processes or training to save them.

Final Thoughts

The technology by which you capture, organize, analyze, and manage customer relationships is the make or break of healthy profits. Don’t underestimate the need for a holistic view of the customer or the right tools to inform, enable, and empower your agents to “do the right thing” to avoid the risk of turning a happy customer into an unhappy one.

If you have advice you would like to share with the readers of this post, please do below. You can also share this on your social media channels.

John Ryan

CMO, Crossfuze

Connect with John on LinkedIn: https://www.linkedin.com/in/jwryan1/

Interested in a complimentary CSM business case? Contact us today!

 

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Crossfuze Releases New Guidebook for IT Leaders, 10 Pillars of ServiceNow Success for CIOs https://www.crossfuze.com/crossfuze-releases-new-guidebook-leaders-10-pillars-servicenow-success-cios/ https://www.crossfuze.com/crossfuze-releases-new-guidebook-leaders-10-pillars-servicenow-success-cios/#respond Fri, 19 May 2017 20:18:48 +0000 http://crossfuze.com/?p=2461 We are excited to announce the official release of our new book, 10 Pillars of ServiceNow Success for CIOs. The book is an educational resource to guide CIOs and their teams on their journey to transforming their organizations using ServiceNow. The 75-page book discusses best practices derived from more than 500 ServiceNow implementations—all aimed at […]]]>

We are excited to announce the official release of our new book, 10 Pillars of ServiceNow Success for CIOs. The book is an educational resource to guide CIOs and their teams on their journey to transforming their organizations using ServiceNow. The 75-page book discusses best practices derived from more than 500 ServiceNow implementations—all aimed at optimizing the ServiceNow platform with speed, agility, and confidence.

“Stats prove that over 50% of IT projects fail and 72% of IT leaders aren’t confident in the success of platform deployments. We want to help the readers of our book to avoid being just another statistic by putting them in the right frame of mind to quickly extract maximum value out of every step of their implementation journey. A ServiceNow implementation journey requires an in-depth understanding of not just the integral features and functionality of the ServiceNow platform, but also the cultural dynamics that directly impact the success or failure of the platform’s roadmap.” –Chris Howard, Crossfuze CEO

The book reinforces that ServiceNow success isn’t just about the technical aspects of deploying ServiceNow. Long-term, sustainable success comes from knowing how to strategically navigate internal company politics, juggle competing project priorities, get over the hurdle of funding limitations, manage unrealistic expectations, combat user resistance to change, and prepare for unexpected obstacles and setbacks.

Interested in reading it? Get it now!

And, when you’re done reading it, come back to this page and let us know what you thought of it. Want to talk about anything ServiceNow? LetsTalk@Crossfuze.com.

 

 

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Attack the Costly “Complexity of Things” with Elegant Enterprise Services https://www.crossfuze.com/attack-costly-complexity-elegant-enterprise-services/ https://www.crossfuze.com/attack-costly-complexity-elegant-enterprise-services/#respond Tue, 21 Mar 2017 21:03:10 +0000 http://crossfuze.com/?p=1655 Famous leaders on the world stage have struggled to articulate a vision to gain the kind of mass support that changes history. Without a clear and consistently communicated vision, momentum for the cause...]]>

Famous leaders on the world stage have struggled to articulate a vision to gain the kind of mass support that changes history. Without a clear and consistently communicated vision, momentum for the cause begins to fizzle and eventually fades. The hope for change is gone, leaving room for unrest and uncertainty yet again—the cycle continues.

Competition and growing financial expectations drive constant change in the business world. One area of change that is upon us—and driven by economic performance—is the reimagination of how enterprise services are delivered. ServiceNow is leading the charge, and Crossfuze simplifies how organizations can get to their destination. Although the ServiceNow transition may seem overwhelming at the onset, organizations have received never-expected levels of profitability.

To accomplish change at this level, one thing is for sure: you’ll need to remove the legacy obstacles that prevent your ability to transform.

“The Complexity of Things Must Die”—Know the Revolution You Lead

We all enjoy a good discussion about the Internet of Things (IoT). However, in the world of IoT, countless aging systems exist within seemingly modern organizations. These systems are riddled with inefficiency and are clumsy and frustrating. This isn’t the IoT—it’s the Complexity of Things (CoT). These ball-and-chain workflow applications rarely talk to each other. Overcomplicated, they live in a silo. Data quality is questionable, and they’re sometimes buggy, all while eating away at profits. Companies will stick a bandage on them and keep moving. Little do they know, there is a growing operational and financial risk around the corner.

The CoT can turn into a culture of denial where leaders believe the myth that moving to an elegant platform is more expensive than slapping a quick fix on a tired system. In psychological tests, humans fear the loss of something more than an aspiration. The trouble is, the CoT is causing significant loss; the company just hasn’t used business case rationale to understand the problem.

Flip the Conversation to Feed the Fire

How do you get everyone fired up about the elegance of ServiceNow? Try flipping the situation: Imagine you’re on the other side of the table and need convincing. What would you need to make you see the ServiceNow transformation as a top-four priority in your company? As a business leader, you need to see how ServiceNow is critical to meeting and exceeding your ESM objectives. Productivity? Growth? Efficiencies? These are all familiar words, so you need a deeper dive to fan the flames of change.

The 5 D’s That Change Hearts and Minds

1. Define the Win: Why take 12 steps and 4 days using the CoT when you can do it with 3 steps and 5 minutes using ServiceNow? Add those up for all users in the enterprise. Speed, accuracy, and integration ensue. Human nature says, “Make it faster, make it easier, and hide the complexity.” Everyone wins with the ServiceNow platform, and Crossfuze has hundreds of stories of organizations improving almost overnight. Stress comes down; profits go up.

2. Depend on the Business Case: The business case often moves a company’s leadership awareness from denial to shock. Think about what you learned in Define the Win. How much money is each employee’s time worth? What higher value work could they have been improving in the organization? ServiceNow’s ROI is well documented by IDC. No more guesswork. No more leaps of faith. Building a first-class business case tailored to your environment should be on top of your to-do list. When you have a business case, you’re ready to speak the language of finance to anyone in your business. In addition, with a business case, your technology solution aligns tightly with business objectives.

3. Differentiate the Magic: You must keep educating clients on what the future looks like and how only ServiceNow can get you there. People are busier and more distracted than ever before. Shiny objects are in abundance. Constantly and consistently educating them about how ServiceNow will help make their jobs easier and offer more ways to contribute to the overall success of the company will add to your secret sauce of success. It may seem unfamiliar to you, but branding ServiceNow internally is now part of your job description as a leader. If people in the company don’t believe the ServiceNow story, they will not follow you. Tell the story, bring proof, and repeat it wherever you go. If you want a revolution that results in meaningful and sustainable change, “the people” need a story, a clear purpose to rally around.

4. Drive Momentum: You don’t need perfection. Rather, you need the momentum narrative. In our chaotic business world, positive energy breaks through clouds of competing priorities. You must show momentum at every opportunity. You are pushing the story along; when hitting milestones, let people know that the story is progressing. Invite them to be part of the story, and help them become storytellers. For instance, ask, “How has ServiceNow made your job better?” Have a vision; be agile with changing business needs, and tell individual stories that secure changing habits to personal gain.

5. Deliver the News: Whether the news is good or bad, share the story. Any vision worth doing will have challenges. If your organization is too immature to appreciate transparency and cannot sustain a vision, your revolution will be slow. Projects will fail when delivering bad news late, resulting in the inability to adjust direction or resources—let alone getting commitment by others to do so. Instead, put everything on the table wherever you can and as succinctly as possible. Set expectations that it’s going to be challenging and that’s why it needs to be excellent in its delivery, setbacks included. Any major platform implementation will not go flawlessly, but the way you handle the news and keep the ServiceNow transformation on track will be how people remember you. Keep this in mind: what makes it challenging is precisely why it will have such a high ROI. More helpful tips on how to communicate your vision and progress

The Sooner You Change, the Sooner You Profit

You won’t have to lead your revolution alone. In 2017, ServiceNow recognized Crossfuze as the highest rated CSAT partner. We help midsize companies and F500 companies every day. We can be at your side over a multi-year period to give you a clear vision, the best ServiceNow business case in the world, and rare architectural expertise that shows how your entire business improves.

 

Author: John Ryan | Crossfuze, CMO

Connect with John on LinkedIn: https://www.linkedin.com/in/jwryan1/

If you have read this far, you must know it’s time for the Complexity of Things in your company to be displaced by ServiceNow. The sooner we begin, the faster we convert your enterprise to the speed, accuracy, and profits of a more valuable company—and elevate the value of your leadership within.

For a deeper discussion on this topic, send us an email at letstalk@crossfuze.com.

If you found this blog to be helpful, please consider sharing it.

Related Content

10 Pillars of ServiceNow Success for CIOs – Pillar 1: Building a ServiceNow Vision

10 Pillars of ServiceNow Success for CIOs – Pillar 5: Communicating vision to drive organizational change

Additional References

Delivering Enterprise Value with Service Management 

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10 Pillars of ServiceNow Success for CIOs – Pillar 10: Creating a fully integrated ServiceNow ecosystem https://www.crossfuze.com/pillar-10-for-cio-servicenow-success-creating-fully-integrated-servicenow-ecosystem/ https://www.crossfuze.com/pillar-10-for-cio-servicenow-success-creating-fully-integrated-servicenow-ecosystem/#respond Tue, 21 Mar 2017 20:34:47 +0000 http://crossfuze.com/?p=1652 Welcome to Part X of Crossfuze’s 10 Pillars of ServiceNow Success for CIOs blog series! First, a story to illustrate the challenge of fully integrating your ServiceNow ecosystem: Kyle is an experienced CIO...]]>

Welcome to Part X of Crossfuze’s 10 Pillars of ServiceNow Success for CIOs blog series!

First, a story to illustrate the challenge of fully integrating your ServiceNow ecosystem: Kyle is an experienced CIO who successfully transformed ITSM processes across his company by rolling out ServiceNow. Mid-level managers and the C-suite alike have immediately taken note of how much meaningful data they have at their fingertips—insightful analytics that helps them in areas such as resource planning, cost management, and staff productivity. Now, these same folks who have enthusiastically embraced ServiceNow are asking: Why don’t our other systems offer these same insights? Can we route all of our data through ServiceNow? Kyle knows these are exactly the right questions to be asking, and he also knows that integrations are the next logical steps to take along his ServiceNow roadmap. The problem is that Kyle feels overwhelmed; he doesn’t know where to start, nor how to proceed in the most expeditious, efficient manner possible.

Crossfuze works with clients that are facing exactly Kyle’s challenge. Once an enterprise gets a taste of the power and adaptability of ServiceNow, there’s a sudden demand to transform more business processes and to bring all of this disconnected data under the umbrella of a fully integrated ServiceNow ecosystem. Would it surprise you that a whopping 90% of IT professionals believe service automation should entirely replace email requests? Or that 98% say that using an ITSM model across their enterprise would improve outcomes?

As businesses achieve more and more ServiceNow victories, they will increasingly lean on their ITSM teams to unify more of their disconnected data. Let’s explore some key elements to prioritize as you build out a fully integrated ServiceNow ecosystem:

  1. Enable real-time data syncing: When you look into the feasibility of importing data from other systems into ServiceNow, you may start by manually uploading your data and then determining whether it can be configured in ServiceNow. While this approach is great for experimenting, you don’t want to stop here—you’ll never achieve the automation and visibility you desire. The gold standard is continuous, real-time data syncing. This approach ensures that no matter when someone pulls data, they’re always going to get the most complete, accurate snapshot possible.
  2. Create greater visibility and more transparent governance: Your strategy for moving forward with ServiceNow integrations boils down to what will get you the biggest bang for your buck–in this case ServiceNow wins. You cannot integrate every system—some for technical and logistical reasons, and others because your resources are limited. Thus, as you prioritize by effort needed and alignment to corporate goals, keep focused on integrations that offer the highest potential for improved automation. By doing so, the probability of efficiency and information visibility gains greatly increase. You also want to ensure that the integration promotes transparency and improved governance over process quality.
  3. Simplify your infrastructure: Integrations can be perceived as having no downsides—until you realize they require ongoing maintenance and support. Thus, you don’t want your integration to be built with another entirely separate piece of software. Not only does third-party middleware add an unnecessary layer of complexity to the integration, it also requires additional specialized knowledge and expertise to keep things running smoothly. The best integrations are built with development code that plugs directly and seamlessly into ServiceNow, enabling you to cut down on—not add to—the number of systems you must maintain. By simplifying your infrastructure in this way, you save significant money and time while improving productivity and system reliability.
  4. Minimize your coding and development work: If you find yourself developing customized code to meet your particular integration needs, you are heading down an unsustainable path. There’s no reason to reinvent the wheel with integrations. Ready-to-use integration solutions exist that connect critical enterprise systems, including Salesforce and JIRA. Crossfuze’s integration solutions, for example, are developed by experts who live and breathe ServiceNow code; these are individuals who have an intimate understanding of how to provide a reliable, seamless user experience that’s easy to maintain.
  5. Seek out outside expertise: As you review opportunities to integrate, and as you prioritize which integrations you’ll pursue first, you want to be realistic about your in-house abilities to evaluate feasibility issues, identify risks, and plan for potential pitfalls. ServiceNow integrations require a specialized expertise that comes only from experience. An implementation consultant, like Crossfuze, has entire teams dedicated to improving the integration experience. At the very least, they offer you another perspective or validate your approach.

ServiceNow integrations are powerful because they lead to deeper reporting capabilities that drive bottom-line efficiency and productivity. In addition, by having a well thought-out integration strategy, you unify disparate systems, improve process automation and deliver information in a consistent and timely way to departments. This is all done while lowering ongoing system maintenance costs and better utilizing your in-house IT team.

When you’re ready to move forward with your ServiceNow ecosystem via integrations, you’ll benefit from having an experienced integration consultant like Crossfuze at your side.

Thank you for reading. If you found this post informative, please consider sharing it with others. Also, if you’re interested in finding out more about creating a fully integrated ServiceNow ecosystem, letstalk@crossfuze.com.

Enjoyed this Pillar? Request your FREE copy of the 10 Pillars of ServiceNow Success book to read them all!

 

Related Content:

Pillar 8: Optimizing ServiceNow to drive enterprise-wide transformation

Pillar 9: Strategizing to manage demand

Attack the Costly “Complexity of Things” with Elegant Enterprise Services

 

Additional References:

KPMG: Move Over Email: Service Management Brings Automation to the Enterprise

CIO Insight: How Real-Time Data Boosts the Bottom Line

CIO: How to profit from your company’s ‘data streams’

CIO: The Future of IT Service Management in a World of Digital Transformation

 

Stay engaged with our posts. Subscribe to our Blogs today!

 

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10 Pillars of ServiceNow Success for CIOs – Pillar 9: Strategizing to manage demand https://www.crossfuze.com/pillar-9-for-cio-servicenow-success-strategizing-manage-demand/ https://www.crossfuze.com/pillar-9-for-cio-servicenow-success-strategizing-manage-demand/#respond Thu, 16 Mar 2017 22:29:13 +0000 http://crossfuze.com/?p=1625 Welcome to Part IX of Crossfuze’s 10 Pillars of ServiceNow Success for CIOs blog series! First, a story about the universal, pervasive challenge of demand management: Jason is a veteran CIO who has made many friends and allies within his company by being a “yes man.” He bends over backward to fulfill everyone’s IT service […]]]>

Welcome to Part IX of Crossfuze’s 10 Pillars of ServiceNow Success for CIOs blog series!

First, a story about the universal, pervasive challenge of demand management: Jason is a veteran CIO who has made many friends and allies within his company by being a “yes man.” He bends over backward to fulfill everyone’s IT service requests, even when doing so puts tremendous strain on his team. And he makes this constant juggling act seem effortless. Consequently, no one is aware of how thinly stretched his resources are, and his work keeps piling up. Following a successful implementation of ServiceNow to manage in-house IT resources, Jason is suddenly hit from all sides with requests to extend ServiceNow’s capabilities. This flurry of requests comes from multiple departments at once, and he feels his resources stretch to a breaking point. How should he strategize to manage this demand?

Crossfuze has worked with dozens of CIOs just like Jason who are in desperate need of strong, strategic demand management capabilities as they implement ServiceNow. Indeed, as soon as other divisions and departments get a taste of the transformative approach ServiceNow takes to managing resources and services across an organization, demand for ServiceNow-related projects spikes. When this happens, it’s critical that CIOs are fully prepared to quickly cut through the noise and identify candidate projects that truly add value to the organization’s bottom line; this philosophy is known as Lean IT.

In a survey of IT professionals who were asked how Lean IT changed their demand management strategies, 92% reported that they experienced moderate to significant improvements in project success. In other words, while the professional judgment of a CIO can add value to demand management, best professional judgment alone is not an effective or adequate approach to managing demand fueled by ServiceNow implementation.

Having a clear strategy for demand management also is crucial for informing evolution of your ServiceNow implementation roadmap over time. For your roadmap to meet its long-term objectives to transform your enterprise, the roadmap needs to be continuously updated and modified, enabling it to remain responsive to the organization’s changing ITSM priorities and needs.

A CIO’s best approach to demand management is to deploy a series of time-tested, best-practices strategies for responding to, managing, and prioritizing demand within your organization. Let’s explore these essential strategies:

  1. Rank projects according to scope, scale, and cost: Ranking is at the heart of demand management, and you want to use a clearly defined, methodical approach to ranking projects for strategic business value to the company. All projects should be evaluated based on scope, scale, and cost. While cost may seem like a fairly obvious metric, it’s actually complex, as you don’t want to rank projects by total cost only; you also want to identify opportunities to break down bigger projects into smaller, more incremental projects. In many cases, you’re not going to greenlight the big project anyway; rather, you’re going to test the feasibility or value of the larger project by moving forward with one of its iterative elements.
  2. Scrutinize projects for incompleteness: As you’re working to prioritize projects, you want to be looking for signs of incompleteness that are often indicators of bigger problems that lie ahead. Incompleteness could be a failure by the requester to provide critical information, or an unaddressed and obvious logic hole, or an overall inability to articulate the project’s potential value to the organization. If you don’t think you can resolve these issues, or if you don’t have time to fix them, you want to immediately move these projects to the end of your priority list.
  3. Seek out expert perspective from your ITSM team: From the 30,000-foot level, you as a CIO may not be aware of all the nuances of what’s involved with a particular project or type of project. Your ITSM team on the ground, however, will have a much stronger sense of these nuances, can help you with ranking, and can scrutinize for incompleteness. This also helps get buy-in from the those who will most likely be involved with the projects that come from the demands and will reduce non-productive cycles trying to get them on board later.
  4. Assign a business owner to every project: Taking on a ServiceNow-inspired project for another division or department is not a one-way business proposition. The other party needs to play an active role in supporting the project’s success—and ultimately take ownership of the final product. That’s why you want to always treat the project’s requester—not the ITSM team—as the business “owner.” When the requester is known within the organization as the owner, the requester is motivated to deliver on the outcome and empowered to help with planning, to bring energy and thought to the iterative testing process, and to align the project with strategic, big-picture company goals. Moreover, you want to leverage your interactions with the requester to initiate an ongoing dialogue about their overall ITSM priorities. Through this dialogue, you are often able to identify low-value ITSM tasks that you and the requester mutually agree can be streamlined and reduced.
  5. Take advantage of third-party consultants: Demand on ITSM teams tends to ebb and flow over time, making it impractical for CIOs to maintain exclusively in-house resources and expertise. For an implementation as involved and dynamic as ServiceNow, outside consultants are critical to maintaining flexibility when managing demand. In fact, ServiceNow consultants should be an integral part of your implementation strategy from the outset. An expert consultant like Crossfuze will not only assume some of the enormous pressure on your in-house team, but also will bring invaluable expertise and experience that will protect your company against serious setbacks and hurdles that you didn’t anticipate–but that your consultants will anticipate.

Anyone who has worked in ITSM dreads the pervasive “I have a favor to ask of you” mentality that too often influences how work gets done. Fortunately, a strong demand management strategy enables you to stop prioritizing projects based on who asked first or who is the most persistent. Instead, you can focus on projects that truly add value to your enterprise.

The best way to ensure you’re maximizing value is to use an expert consultant. With hundreds of highly successful ServiceNow implementations under our belt, Crossfuze is optimally positioned to be an essential project partner. Crossfuze consultants will help you cut through the flurry of ServiceNow-related requests that you receive, and zero in on the projects that will drive bottom-line efficiency and productivity. We’ll work alongside your in-house teams to ensure project requesters truly invest in and take ownership of the project. And we’ll improve your process for ranking projects, flagging potential problems, and establishing healthy relationships with your business owners.

Thank you for reading. If you found this post informative, please consider sharing it with others. Also, if you’re interested in finding out more about strategizing in order to manage demand, send us an email at letstalk@crossfuze.com.

Enjoyed this Pillar? Request your FREE copy of the 10 Pillars of ServiceNow Success book to read them all!

 

Related Content:

Pillar 8: Optimizing ServiceNow to drive enterprise-wide transformation

Pillar 10: Creating a fully integrated ServiceNow ecosystem

 

Additional References:

CIO: How Lean IT impacts business outcomes

CIO Insight: Demand Management: The Cornerstone of Strategic Leadership

CIO: 4 ways good project leaders create cultures of success

 

Stay engaged with our posts. Subscribe to our Blogs today!

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10 Pillars of ServiceNow Success for CIOs – Pillar 8: Optimizing ServiceNow to drive enterprise-wide transformation https://www.crossfuze.com/pillar-8-for-cio-servicenow-success-optimizing-servicenow-for-enterprise-wide-transformation/ https://www.crossfuze.com/pillar-8-for-cio-servicenow-success-optimizing-servicenow-for-enterprise-wide-transformation/#respond Wed, 15 Mar 2017 00:19:56 +0000 http://crossfuze.com/?p=1582 Welcome to Part VIII of Crossfuze’s 10 Pillars of ServiceNow Success for CIOs blog series! Here’s a story we can all relate to: Casey is an experienced CIO who has poured his heart and soul into a successful rollout of ServiceNow that has transformed his company’s ITSM processes and workflows. The initial implementation was based […]]]>

Welcome to Part VIII of Crossfuze’s 10 Pillars of ServiceNow Success for CIOs blog series!

Here’s a story we can all relate to: Casey is an experienced CIO who has poured his heart and soul into a successful rollout of ServiceNow that has transformed his company’s ITSM processes and workflows. The initial implementation was based on the near-flawless execution of a ServiceNow business case that had been agreed to by diverse stakeholders several months ago. Although Casey worked tirelessly to perfect his implementation vision and get all of the required buy-in, the project has now become a victim of its own success: Other company divisions, ranging from HR to sales to accounting, that were not part of the initial rollout are now able to see firsthand the power and elegance of ServiceNow—and they want in on the action. Does Casey relinquish control of his carefully laid plans so he can rapidly meet the demands of all of these unexpected new internal clients?

As a ServiceNow Gold Partner, Crossfuze has seen this scenario play out hundreds of times. In fact, a recent survey by KPMG found that 87% of organizations using ServiceNow are relying on the system for non-ITSM applications. The reality is that the overall destination of ServiceNow is going to change every year as it serves the evolving strategies of your enterprise. And that’s a good thing: No stakeholder (or shareholder for that matter) will be satisfied with an “okay” return on their ServiceNow investment. Every enterprise services winner will be—and should be—looking to optimize the platform.

The good news is that it is possible to plan for and anticipate rapidly evolving demands on the ServiceNow system. In fact, optimization is in ServiceNow’s DNA. The dynamics of ServiceNow optimization work in your favor to help you create a leadership narrative that drives company performance and, ultimately, company valuation. Here are five essential elements to keep in mind to optimize your story of ServiceNow transformation:

  1. Be flexible about your ServiceNow roadmap: The first thing you do when launching your ServiceNow implementation journey is to develop a well-articulated vision and roadmap. Because you build your roadmap early on, before you actually start your journey, you cannot possibly anticipate exactly how your business needs will evolve and change in response to ServiceNow. Thus, you want to treat your roadmap as a flexible, nimble living document that you don’t become beholden to. In fact, if you don’t see a demand to modify your roadmap in response to evolving business needs, then ServiceNow is not having the transformative effect on your business that it should.
  2. Turn your leadership tier into ServiceNow insiders: To ensure business leaders across your enterprise start coming to you with requests to expand ServiceNow to encompass their business needs, you want to start by going to them. In other words, you want to proactively help them shift away from viewing ServiceNow as an IT solution, and toward viewing ServiceNow as a business solution. Relationship-building and repeated evangelizing are critical to turning the leadership tier into ServiceNow insiders; see our blog post about driving organizational change through focused, strategic communications. Once your leadership tier realizes ServiceNow’s potential, they will start bringing ideas to you that improve and enhance their area of responsibility.
  3. Be iterative and focused when working with others: When someone comes to you with an idea for expanding ServiceNow’s capabilities to meet their business needs, you want to stay iterative and focused. That means you don’t want to boil the ocean for each business leader; instead, pick a focused project that teaches them how to effectively and rapidly achieve the ServiceNow win they crave. You want to stick to about a 90-day timeline for the first project, and use an agile development methodology to create multiple iterations, which maximizes the chances you’ll be able to keep their mind and heart in the project. Finally, you want to avoid letting perfection get in the way of momentum.
  4. Plan for sustained organizational change management: The true value of ServiceNow is only realized when it is adopted by end users. Thus, your hard work to get ServiceNow up and running for an initial group of users is only the beginning of your implementation journey. You want to view your journey as—and, indeed, plan for this journey to be—a multi-year adventure that involves evangelizing, developing ServiceNow ambassadors, getting executive buy-in and sponsorship, and fostering knowledge management and training. More than other enterprise solutions, ServiceNow requires a kind of corporate stoicism and big thinking that can be in short supply; thus, organizations must draw strength and determination from everyone as they work to manage organizational change.
  5. Ensure your support team prioritizes optimization: As you assemble an implementation support team, you want to keep in mind that you’ll be asking this team to do a lot—and thus you want to choose your team carefully. One of the most important priorities you want to instill in your team is the importance of promoting continued optimization of ServiceNow over the long term. To do that, you want to nurture the growth of team members as ServiceNow experts, and increase their business understanding and sense of collective purpose as they work toward achieving your ServiceNow vision. Without the right development and ongoing support team, your ServiceNow implementation will struggle to get traction and cannot be optimized.  

As you look to the future of ServiceNow and the services ecosystem you intend to build, remember the importance of focusing on long-term optimization goals for the platform: You will be asking ServiceNow to be adaptive, better integrated, and in direct alignment with your changing business landscape and service demands. In a short span of time, perhaps just three years, you can almost count on being called upon to evolve and grow ServiceNow into something very different from what it is today.

History serves those who collaborate well and innovate forward. It is unkind to those who look backward for answers and ignore the possible. Will your ServiceNow story be one of sustained optimization, or a rough mix of wins and disappointments?

The key to sustained optimization is to think big enough to achieve a full return on the investment, not just a portion. Indeed, it’s no coincidence that ServiceNow is growing at such a brisk pace: Enterprises are rapidly realizing the power of ServiceNow to remove many of the inefficiencies that have built up over the past five, 10, even 20 years from siloed decision-making, distributed computing, and exposure to the exciting potential of cloud technologies. ServiceNow gives modern operators the opportunity to take a step back and comprehensively tilt the workflow operations game in their favor. Grab that chance, gain an advantage, and get to what’s possible.

Thank you for reading. If you found this post informative, please consider sharing it with others. Also, if you’re interested in finding out more about optimizing ServiceNow to drive enterprise-wide transformation, send us an email at letstalk@crossfuze.com.

Enjoyed this Pillar? Request your FREE copy of the 10 Pillars of ServiceNow Success book to read them all!

 

Related Pillar Content:

Pillar 1: Building a ServiceNow Vision

Pillar 2: Charting a roadmap to Service Management transformation

Pillar 4: Assembling a winning implementation team

Pillar 6: Building a solid support system to promote widespread adoption

 

Additional References:

ServiceNow: The growing use of ITSM and ITIL outside of the IT organization and other statistics

CIO: What problems are digital solutions solving?

CIO: Making the case for agile in the enterprise

 

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10 Pillars of ServiceNow Success for CIOs – Pillar 7: Using analytics to drive strong ROI https://www.crossfuze.com/7-for-cio-servicenow-success-using-analytics-drive-strong-roi/ https://www.crossfuze.com/7-for-cio-servicenow-success-using-analytics-drive-strong-roi/#respond Tue, 14 Mar 2017 23:51:08 +0000 http://crossfuze.com/?p=1579 Welcome to Part VII of Crossfuze’s Pillars of ServiceNow Success blog series! Let’s start with a story to reinforce the importance of using analytics to drive strong ROI during your ServiceNow implementation journey: Mark is a CIO who wants to impress the C-suite by implementing ServiceNow at lightning speed. After all, one of the main […]]]>

Welcome to Part VII of Crossfuze’s Pillars of ServiceNow Success blog series!

Let’s start with a story to reinforce the importance of using analytics to drive strong ROI during your ServiceNow implementation journey: Mark is a CIO who wants to impress the C-suite by implementing ServiceNow at lightning speed. After all, one of the main criticisms he’s received over the years is that his projects take too long and could have been done less expensively. As Mark works to deliver more rapid and more visible results, he spends less time thinking about whether his implementation strategies are delivering bottom-line value. He’s simply moving too fast to baseline, define the right KPIs for success, and put in place the right measurement process to track KPI metrics during each stage of his ServiceNow roadmap.

Mark’s story is unfortunately all too common in workplaces where technology projects are perceived as a costly overhead expense, rather than a strategic business investment with direct impact on the bottom line. For example, in a survey examining organizations’ experiences with their IT asset management programs, an astonishing 40% reported that they are not tracking the cost savings associated with ITAM programs.

Crossfuze has worked with hundreds of clients over the years that have learned through experience about why they need to define and track KPIs throughout their ServiceNow implementation journey. Indeed, it takes time and resources to prepare analytics that shed meaningful light on ROI; fortunately, it’s also well worth the investment. These measurements are instrumental in keeping you on track and accountable for delivering the best possible outcomes, no matter where along your implementation journey you happen to fall. And more importantly, being able to provide strong proof of value-delivered results at regular intervals increases C-suite confidence in the value of your ServiceNow vision and roadmap.

How do you develop a KPI tracking and measurement model that will ensure you can report on ROI accurately, frequently, and comprehensively throughout your implementation journey? Let’s explore the key elements to keep in mind:

  1. Baseline where you’re at: The first step to reporting on ROI is to develop a solid baseline understanding of status quo. Part of this process simply involves doing a gut check assessment of how your ServiceNow implementation vision and roadmap might realistically play out when they begin meshing with your entrenched organizational processes and workplace culture. When you can anticipate and foreshadow these on-the-ground realities, you are able to brainstorm opportunities to measure your progress and develop relevant KPIs. This ideation exercise builds on itself, enabling you to better articulate KPIs and refine your understanding of how to define progress.
  2. Draw out what’s most important to your organization: When measuring any ROI, you want to develop metrics for your ServiceNow implementation journey that align with the business strategies of your organization. The best and most direct way to do this is to conduct interviews with all of the folks in your organization whose work will be affected by all of the coming ServiceNow-related changes. When you are able to show strong ROI for their relevant areas, these people become more likely to buy into your ServiceNow vision. The same goes for the C-Suite: You want to directly ask them how they would define success for such an investment to ensure their expectations can be met. If the goals are unreasonable, you want to get everyone on the same page at the outset: The beginning is the time to adjust everyone’s thinking. As you develop the goals, keep in mind that you also will need to develop a strategy for communicating your progress toward achieving these goals, in a way that shows positive momentum.
  3. Link each stage of your roadmap to a desired outcome you can measure: One of the foundational elements of a ServiceNow implementation plan is articulating a roadmap that defines all of the steps you’re taking along your implementation journey. To have confidence you’re staying on track, you want to be able to measure progress at each stage of implementation. A roadmap is particularly valuable for measuring ROI because it requires you to pre-define what success looks like. In fact, it is precisely because you can’t rewrite your roadmap after measuring ROI that your stakeholders are going to trust the ROI measurements derived from your roadmap!
  4. Factor in time to implementation and cost: Calculating ROI involves measuring both the progress you’ve made and what you invested to make that progress possible. The “investment” side of the ROI equation absolutely should include your time to implementation and cost. After all, a project that runs over budget and misses its deadlines could still be making progress, but at a cost that adversely affects its overall value and internal optics within your organization.
  5. Budget for the time and resources necessary to run ROI analytics: As much as you may want to direct all resources to moving rapidly through your implementation plan, you want to be proactive about budgeting for ROI measurements from the outset. That’s the best way to ensure you allocate the resources to perform these measurements consistently and accurately.
  6. Proactively guard against project scope creep: During your ServiceNow implementation journey, projects are going to evolve and morph—that’s a healthy and important part of the journey. At the same time, you want to be cognizant of this creep of project scope, because it can easily skew your ROI measurements. Simply put, you want to always compare apples to apples, even when oranges get introduced into the mix.

Too many organizations view ServiceNow as simply a technology expense, which has the unfortunate consequence of dampening enthusiasm for conducting ROI measurements. This creates a catch-22 downward spiral: When ROI isn’t measured, it reinforces the mindset that technology isn’t a contributor to corporate goals, which, in turn, reinforces the perception that implementation plans are not as cost-effective and efficient as they should be. Changing these perceptions starts with measuring ROI accurately, frequently, and comprehensively.

For more customized guidance on how to measure ROI during your ServiceNow implementation journey, consider reaching out to the experienced experts at Crossfuze. We’ll help you zero in on opportunities for measuring ROI that will resonate with the C-suite and other key stakeholders you seek to influence.

Thank you for reading. If you found this post informative, please consider sharing it with others. Also, if you’re interested in finding out more about using analytics to drive strong ROI, send us an email at letstalk@crossfuze.com.

Enjoyed this Pillar? Request your FREE copy of the 10 Pillars of ServiceNow Success book to read them all!

Related Content:

Pillar 6: Building a solid support system to promote widespread adoption

Pillar 8: Optimizing ServiceNow to drive enterprise-wide transformation

Additional References:

Demonstrating the Business Value of Software Asset Management and Software License Optimization

CIO: Aligning strategy with data management

CIO Update: Is it Possible to Achieve a Return on ITIL?

 

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10 Pillars of ServiceNow Success for CIOs – Pillar 6: Building a solid support system to promote widespread adoption https://www.crossfuze.com/pillar-6-for-servicenow-success-building-solid-support-system-promote-widespread-adoption/ https://www.crossfuze.com/pillar-6-for-servicenow-success-building-solid-support-system-promote-widespread-adoption/#respond Fri, 10 Mar 2017 00:09:46 +0000 http://crossfuze.com/?p=1531 Welcome to Part VI of Crossfuze’s 10 Pillars of ServiceNow Success for CIOs blog series! Here’s a story many of us can relate to: Chad is an established CIO who works just as hard as anyone else in the C-suite, but he hasn’t quite garnered the reputation he deserves. Within the ranks of the C-suite—and, […]]]>

Welcome to Part VI of Crossfuze’s 10 Pillars of ServiceNow Success for CIOs blog series!

Here’s a story many of us can relate to: Chad is an established CIO who works just as hard as anyone else in the C-suite, but he hasn’t quite garnered the reputation he deserves. Within the ranks of the
C-suite—and, indeed, within the entire organization—he’s perceived as being responsible for a handful of stalled and ineffective ITSM implementation projects over the years. Although he’s worked as hard as he can to overcome this perception, Chad simply has not been able to overcome the drumbeat of critics
who’ve never fully embraced and championed what he’s trying to do. In the process, they’ve undermined the effectiveness of his project implementations and created a general negative perception of his abilities.

CIOs like Chad work incredibly hard every day to fight against these misperceptions, and yet they continue to fight an uphill battle. When it comes to a project as important as ServiceNow implementation, you cannot afford to let the naysayers and doubters systematically chip away at your implementation plan. You want to work proactively and smartly to get these folks on board and ultimately build an enterprise-wide support system that promotes widespread adoption. ServiceNow implementation is not a “set it and forget it” technology solution; it requires hard work, constant self-assessments, and sustained commitments.

The importance of building a strong support system for your ServiceNow implementation cannot be overstated. Indeed, you could have the best core implementation team in the world and still end up with mediocre results. For example, Gartner found that 40% of all problems found during an ITSM implementation are identified by the system’s end users, not by the core implementation team. Here are the six most important things to know to build a stellar support system that promotes widespread user adoption:

  1. Verify all features and capabilities work as intended: Test-driving and double-checking your work is easier said than done. In the midst of enormous pressure and deadlines, it’s easy to inadvertently let your quality-control standards waiver. This is a big mistake, because when your end users become frustrated by even one subpar element, it can taint their perception of the entire ServiceNow implementation.
  2. Seek to add value at every opportunity: ServiceNow implementation isn’t a static, by-the-book process; you want to be assessing all sorts of variables and factors as they pop up, in real time. By constantly reevaluating, and by viewing implementation as a dynamic process, you are positioning yourself to identify opportunities that add value to the implementation–and help to create those all important wins along your ServiceNow journey. This proactive approach leads to better outcomes and better engagement by your end users.
  3. Grow and evolve in lockstep with your user base: As your end users gradually sign onto the ServiceNow platform, you don’t want to provide a static experience for them. Instead, you want to be constantly rolling out new features and capabilities—ideally ones that they’ve specifically asked for and/or suggested. With this approach, you’ll keep them excited about the implementation—and ultimately coming back for more.
  4. Provide ongoing training opportunities: Your end users are unlikely to be self-motivated to learn a new system and a new set of workflows on their own; you’ve got to help them along with engaging training opportunities that not only gradually widen their knowledge base, but also help them to understand and appreciate how ServiceNow will streamline and simplify their own daily responsibilities. Training programs should be outlined and structured as part of your roadmap.
  5. Provide adequate resources for troubleshooting: If you’re not troubleshooting and resolving every problem as it’s identified, you’re abdicating one of your key responsibilities. Your end users expect that when they encounter a problem, it will be the one and only time they encounter it—because they’re counting on your designated ServiceNow support team to fix it quickly. When end users perceive that troubleshooting is being taken seriously by the support team, they’re much less likely to become doubters and naysayers of the project.
  6. Proactively evaluate the project’s ROI: To ensure your ServiceNow implementation is staying on track, you don’t want to keep your head buried in the sand and hope for the best. You want to know your implementation is the best, and the best way to know is to routinely measure and calculate ROI. You want to develop benchmarks based on your baseline and KPIs that tell you—at any stage of your implementation journey—if you’re still on track to achieving your ServiceNow vision.

As you’re building your support model for ServiceNow implementation, it’s important to remember that you neither need to—nor should want to—go it alone. Crossfuze has helped hundreds of organizations to navigate the tricky world of getting buy-in and support from the end-user community. In fact, we have codified some of our key support structures in a service we call iPOWER, which helps organizations alleviate ITSM service backlogs. iPOWER can provide your organization with the reliable support, troubleshooting expertise, ROI measurement and reporting, and ongoing project development support necessary to deliver an exceptional ServiceNow implementation experience to your end users—each and every time.

Even if you decide to go it alone and build your own support team, remember that a smooth implementation only gets you to the starting line. If you’d like to ensure your implementation is a raving success with users and produces the ROI and quick wins that your vision set out to deliver, you want to take your time assembling a stellar support team and process. Don’t underestimate the importance of this piece to the success of your implementation vision.

Thank you for reading. If you found this post informative, please consider sharing it with others. Also, if you’re interested in finding out more about building a solid support team and process to promote widespread adoption and ensure long-term implementation success, send us an email at letstalk@crossfuze.com.

Enjoyed this Pillar? Request your FREE copy of the 10 Pillars of ServiceNow Success book to read them all!

 

Related Content:

Pillar 5: Communicating vision to drive organizational change

Pillar 7: Using analytics to drive strong ROI

 

Additional References:

Tech Target: Resurrecting a failed ITSM implementation

IT Service Management – Global Best Practices, Volume 1

CIO: Customer engagement the top driver of competitive advantage

Tech Target: Information systems management isn’t the problem; CIO learns he is

 

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10 Pillars of ServiceNow Success for CIOs – Pillar 5: Communicating vision to drive organizational change https://www.crossfuze.com/pillar-5-for-cio-servicenow-success-communicating-vision-drive-organizational-change/ https://www.crossfuze.com/pillar-5-for-cio-servicenow-success-communicating-vision-drive-organizational-change/#respond Thu, 09 Mar 2017 20:57:46 +0000 http://crossfuze.com/?p=1526 Welcome to Part V of Crossfuze’s Pillars of ServiceNow Success blog series! First, a story: Sam is the CIO of a technology enterprise that’s about to embark on implementing ServiceNow across his organization. He’s spending most of his time in meetings with his implementation team, and also reporting regularly to the C-suite about the team’s […]]]>

Welcome to Part V of Crossfuze’s Pillars of ServiceNow Success blog series!

First, a story: Sam is the CIO of a technology enterprise that’s about to embark on implementing ServiceNow across his organization. He’s spending most of his time in meetings with his implementation team, and also reporting regularly to the C-suite about the team’s progress. Sam is struggling with how he’ll communicate his big-picture vision to the rest of this organization. He doesn’t know if, when, or how to interface with sales teams, HR, marketing, and maintenance, even though these are the folks whose day-to-day lives will be impacted by the transition to ServiceNow.

Sam’s shortcomings are all too common during technology upgrades. A whopping 63% of managers say digital transformations happen too slowly in their workplace as a result of poor communication and lack of technology adoption urgency. CIOs can get so consumed by building a vision for their ServiceNow implementation and designing a well-articulated roadmap that they forget the importance of sharing their mission-critical game plan.

The reality is that a vision is only as effective as your ability to communicate it to others. It’s worth your time to communicate your vision early and often. Effective communication always involves reinforcing your key messages through repetition. Thus, communicating something as impactful as your ServiceNow vision and roadmap absolutely merits repetition—lots of it. Here are four essential tips to help you figure out how to effectively communicate your vision:

  1. Be clear about what’s coming: You want to be inclusive in terms of educating people about what’s coming down the pike, especially among the folks whose business strategies will be directly impacted by ServiceNow. There’s never any reason to withhold information; it’s best to be as honest and as transparent as possible about all of the changes coming their way, even ones your colleagues may dread.
  2. Emphasize benefits: Most people are resistant to change in the workplace and tend to view it with skepticism. Thus, you should focus on overcoming others’ reservations by emphasizing how the status quo doesn’t allow them to reach desired business outcomes. No matter what the technology is, it’s going to come with universal advantages that resonate with people: improved productivity, cost-savings, automation, and streamlined sharing of information. You want to tailor your message to each team and/or each employee, so your message about benefits can truly resonate with your target audience.
  3. Become an educational resource: When you’re communicating your ServiceNow vision to others, it’s easy to come across simply pushing the next technological wonder on them. Sometimes you’re talking to a what seems like a room of skeptics. That’s when it’s important to position yourself as an educational resource who realizes it will take some time and effort to change minds. Thankfully, most people are willing to listen to someone who has an idea to truly improve everyone’s results. This is, after all, the type of information that helps your audience do their jobs better. You want to gain a reputation as someone whose presentations come across as insightful and informative, not persuasive and marketing-oriented. Furthermore, bringing along a few testimonials and other stories can help you gain additional credibility with this audience.
  4. Evangelize for change: On your own, your voice can only be amplified so much. But with evangelists on your side, you can reach a much wider audience. Evangelists are the influencers within your organization whose opinions others listen to and trust. In this way, evangelists help drive change from within. It’s in your best interest to keep your evangelists looped into all of the important implementation milestones: You should be briefing them regularly on your progress, your incremental wins, and the project contributors who deserve special recognition. They can play an invaluable role in helping to define which features and functionalities are most needed, and help test-drive these elements early on to ensure they will work for the full user groups. When you share accomplishments in a way that speaks to your evangelists, and empower them to help shape the functionalities of the system, you can count on them being excited to share your message far and wide.
  5. Share updates with the original champions of your vision: As you bring more and more folks into the fold, you don’t want to forget about the original team that believed in your vision so much that they greenlit it. In all likelihood, this is the C-suite leadership team. These folks need to know that they made the right decision, and moreover, you want them to feel good about this decision they made. The way to do this is to update them regularly on your successes in implementing the vision you originally presented to them. You want to communicate via KPIs and ROIs–the language they speak in, and the language that will resonate with them.

It’s not easy to communicate your vision and your roadmap, especially with all of the ordinary folks who will be impacted by ServiceNow. But communication is essential to your success when you are transforming how your organization works. You can put yourself in the proper communication mindset by always thinking about how to be clear about what the future holds–and the impact your vision and actions will have to your company’s overall goals. You also can emphasize the benefits of the pending transformation, become an educational resource, get others to champion your ServiceNow vision, and hold yourself accountable to the C-suite that greenlit your original vision.

For more actionable tips on ServiceNow success, please check out Crossfuze’s Smart Essentials guide. On Pages 5-6 of the Smart Essentials guide, you’ll find more detailed tips on how you can communicate your vision to key stakeholders and promote your implementation roadmap to them.

Thank you for reading. If you found this post informative, please consider sharing it with others. Also, if you’re interested in finding out more about communication vision in order to make an organizational change, send us an email at letstalk@crossfuze.com.

Enjoyed this Pillar? Request your FREE copy of the 10 Pillars of ServiceNow Success book to read them all!

 

Related Content:

Pillar 4: Assembling a winning implementation team

Pillar 6: Building a solid support system to promote widespread adoption

 

Additional References:

Harvard Business Review: Convincing Skeptical Employees to Adopt New Technology

Chron: Benefits of Technology in Business

CIO: How Technology Innovations Can Make Or Break A CIO
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10 Pillars of ServiceNow Success for CIOs – Pillar 4: Assembling a winning implementation team https://www.crossfuze.com/pillar-4-of-cio-servicenow-success-assembling-winning-implementation-team/ https://www.crossfuze.com/pillar-4-of-cio-servicenow-success-assembling-winning-implementation-team/#respond Tue, 07 Mar 2017 23:56:55 +0000 http://crossfuze.com/?p=1508 Welcome to Part IV of Crossfuze’s Pillars of ServiceNow Success blog series! Let’s start with a story about the universal challenge of building an effective implementation team: Lucas is a new CIO who recently took over for his retiring boss. This boss got C-suite buy-in to migrate from BMC to ServiceNow, but never quite got […]]]>

Welcome to Part IV of Crossfuze’s Pillars of ServiceNow Success blog series!

Let’s start with a story about the universal challenge of building an effective implementation team: Lucas is a new CIO who recently took over for his retiring boss. This boss got C-suite buy-in to migrate from BMC to ServiceNow, but never quite got the project off the ground. Now the job has fallen to Lucas, and he’s ready to abandon BMC and migrate to ServiceNow—but he recognizes he can’t do it alone. Before his boss retired, he had assembled an informal, ad-hoc team to help with the transition. Lucas isn’t convinced this is the best team to do the job, but he’s consumed with so many other priorities that he hasn’t given it much thought. Should he worry about the quality of his team?

At Crossfuze, we see this issue pop up all the time—and yes, Lucas should worry. In a survey about the consequences of poor staffing decisions, 95% of respondents said it adversely impacted morale, and 35% said it greatly harmed morale. For a project as important as ServiceNow, your company’s future success rests on your ability to have the right team in place—and not just as a morale booster. Your team likely will be made up of project managers, developers, solution architects who can help with long-term strategy, support personnel, and business analysts who can help with reporting, training, and documentation.

You have three main options for assembling a ServiceNow implementation team: You can buy your team, you can build it in-house, or you can do some combination of buying and building. When you buy a team, you’re outsourcing your team to a ServiceNow partner, which, in turn, becomes the determining factor in whether your project is a success. This “instant” team comes with all of the bells and whistles to jumpstart your implementation journey and keep you on track. By contrast, when you build an in-house team, the responsibility—and the credit—for a successful implementation fall squarely on your shoulders. Finally, with a hybrid approach, you and your implementation partner share responsibility for ServiceNow implementation.

Regardless of whether you build or buy your implementation team, or choose some combination of the two, there are four main considerations you want to keep in mind:

  1. You want strategic thinkers, not just doers: A winning implementation team is made up of more than just ServiceNow developers and the people who manage and support them. You also want the thinkers and strategists who are not immersed in the trenches; these are the folks who can focus on the bigger picture and assess overall progress on your implementation journey. Strategists take responsibility for laying out a viable implementation roadmap that provides early wins and delivers on time and on budget. Consequently, the most effective strategists are going to be the ones who have direct experience with ServiceNow implementation, as success rides on the shoulders of the successes that came before it.
  2. You want to recruit for speed and agility: To infuse your implementation with both speed and agility, you want to assemble a team with proper certifications and, ideally, deep experience in the features and functionalities of ServiceNow. A well-versed team will know when to adjust course, when to pursue new opportunities, and when it’s feasible to speed up the timeline. Although most organizations are under constant pressure to hire quickly and get ServiceNow implementation off the ground, the best ServiceNow-certified developers and project managers are worth the wait. Recruiting in an area as specialized as ServiceNow implementation takes time, and talented employees tend to be snapped up quickly. If, however, you decide to buy your team through outsourcing, you’ll find the energy you expend on recruiting will be significantly eased. An outsourced team also reduces the need for trial-and-error approaches at the beginning of the implementation journey, and streamlines your path toward critical implementation victories.
  3. You want your team’s skill set to keep evolving: Your implementation team’s knowledge base is not static. As your organization evolves and adapts in response to your early ServiceNow implementation wins, you want your team to evolve and adapt with these wins. A progressive skill set involves providing ongoing training and knowledge-sharing opportunities for your team, enabling the team to stay one step ahead of what’s to come—and on top of what team members need to know to support upgrades and enhancements in the future.
  4. You want to create accountability for desired outcomes: As you’re assembling your implementation team, you want to create a structure that not only keeps your implementation rolling, but also ensures proper accountability for desired outcomes. A properly structured team will lay the groundwork to regularly and automatically report on what is happening, why it’s happening, and the impact it has on project goals and the overarching roadmap. These insightful, relevant assessments will keep you informed at every stage and ultimately ensure you remain on track to achieve your ServiceNow implementation vision.

As you focus on building a strategic, agile, experienced, progressive, and accountable team, it’s important to keep in mind that a winning team isn’t one that parachutes in implementation and then jumps out to simultaneously tackle other projects. ServiceNow implementation is an involved, highly specialized arena that requires a dedicated set of experienced specialists who will take ownership of their work over the long term. If your implementation team isn’t given the opportunity and resources to focus solely on ServiceNow, it significantly increases the risks of problems and failures. In other words, instead of having project wins to tout, you could be spending precious time doing damage control on failed implementations.

At Crossfuze, we are intimately familiar with the buy vs. build decision surrounding assembly of an implementation team. That’s why we are proud to offer the iPOWER Flex service, which enables clients to use Crossfuze’s expertise to whatever extent they decide is optimal for them. With this hybrid approach, some clients use iPOWER Flex to provide additional capacity when in-house resources are stretched thin, while others use iPOWER for specialized projects that add depth of expertise to their in-house talent pool. The combinations of services available via this hybrid approach are truly unlimited and well worth exploring to identify a combination that may be right for you.

Thank you for reading. If you found this post informative, please consider sharing it with others. Also, if you’re interested in finding out more about assembling a winning ServiceNow team, send us an email at letstalk@crossfuze.com.

Enjoyed this Pillar? Request your FREE copy of the 10 Pillars of ServiceNow Success book to read them all!

 

Related Content:

Pillar 2: Charting a roadmap to Service Management transformation

Pillar 3: Getting approval for your budget 

 

Additional References:

SHRM: Morale, Productivity Suffer from Bad Hires

Cross Country Consulting: 4 Things to consider when planning a system implementation project

Project Management.com: Project Manager: Strategist or Implementer?

 

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10 Pillars of ServiceNow Success for CIOs – Pillar 3: Getting approval for your budget https://www.crossfuze.com/pillar-3-of-cio-servicenow-success-getting-approval-budget/ https://www.crossfuze.com/pillar-3-of-cio-servicenow-success-getting-approval-budget/#respond Tue, 07 Mar 2017 23:35:09 +0000 http://crossfuze.com/?p=1504 Welcome to Part III of Crossfuze’s Pillars of ServiceNow Success for CIOs blog series! Let’s start with a story about a newly minted CIO named Charles: Charles got his job by working his way up through the IT department and by earning a solid reputation for his technical proficiency and innovative ideas. Now, the first […]]]>

Welcome to Part III of Crossfuze’s Pillars of ServiceNow Success for CIOs blog series!

Let’s start with a story about a newly minted CIO named Charles: Charles got his job by working his way up through the IT department and by earning a solid reputation for his technical proficiency and innovative ideas. Now, the first big project he’ll take on as CIO is upgrading the company’s ITSM processes from an outdated on-premise ITSM platform to ServiceNow. The more he learns about ServiceNow, the bigger and bolder his ideas get. For Charles, the best possible outcome involves an overhaul that requires a significant budget. How does Charles communicate his vision to the C-suite in a way that will resonate with them and help them see the value of the proposed investment?

At Crossfuze, we understand that the C-suite often proceeds cautiously when it comes to ITSM projects. In a recent survey of 600 business and IT executives, an astonishing 75% said they believe their IT projects are always or usually “doomed from the start.” Another study by McKinsey found that half of all IT projects with budgets of $15 million or more run 45% over budget and deliver 56% less value than anticipated.

In Crossfuze’s years of experience working with clients to deliver ServiceNow-centric transformations, we’ve learned a lot about how CIOs can avoid seeing their ServiceNow implementation budget slashed or, even worse, denied. Let’s explore three important ways to get C-suite buy in for the ServiceNow budget you’ve asked for:

  1. Focus on building your big-picture vision: CIOs are typically great at methodically planning for a major IT project, including providing thorough documentation of timelines, resources, and governance. What’s much tougher to do is to build a compelling big-picture vision and communicate the value of that vision in a way that will resonate with the C-suite.

Vision is the foundational cornerstone of any ServiceNow implementation. As we discussed in our first pillar, vision is about defining desired outcomes based on corporate goals, and then convincing others to rally around those goals as you put your vision in motion. By the time you present this vision to the C-suite and request the funding necessary to support this transformation, it is important to have shared your vision widely and to have received widespread buy-in. When you are able to show the C-suite that your plans and ideas already have near-universal support, they are much more likely to support those plans, thereby enabling your success.

  1. Ensure your budget is closely aligned with your roadmap: As you develop a well-articulated vision and receive widespread buy-in, you also want to design a long-term implementation roadmap spanning at least two to three years that will enable you to carry out your vision. Depending on the situation, the roadmap may develop concurrently with the vision or may be created after the vision is fully articulated.    

The process of creating an effective roadmap is covered in Part II of Crossfuze’s 10 Pillars of ServiceNow Success for CIOs blog series. As you develop a budget around your roadmap, it’s helpful to make sure every line item of the budget aligns with and supports the roadmap. The idea is that when the C-suite asks why you need a particular line item in your budget, you can point to the roadmap and show how the line item fits into the overall strategic plan.  

It is also helpful to think ahead beyond your budget for the next fiscal year. Just as you want your roadmap to cover your implementation plan two to three years into the future, your budgeting should also be aligned with your roadmap this far ahead. Similarly, just as your ServiceNow successes will grow from within your organization, so too will the demands on your enterprise to further build out the platform. Again, this reinforces the value of a long-term roadmap and budget to support this progression. When the C-suite can see how multiple years of investments will ultimately build upon one another to create the ServiceNow transformation they desire, they’re going to be much less likely to worry about individual line items for a particular budget year.  

  1. Focus on the business case: When it comes to IT projects, the C-suite will be primarily interested in the bottom line, not an itemized list of project deliverables. So, when you are writing your business case, you want to effectively articulate the plan, platform use, and budget while showing the anticipated results of the business plan at every major milestone. This will help the C-suite see that you have thoroughly analyzed the plan and discovered what is needed to help reach corporate goals. Without a strong quantitative argument, you run the risk of being cast aside in favor of a higher business priority that already offers a sound business case.

An effective business case has four main sections: executive summary, finance, project definition, and project organization. Those with the ultimate responsibility to ensure every dollar spent in the organization is spent on the right thing (e.g., the CFO) will be especially interested in the budget ask and ROI sections: What efficiencies and improvements can be expected to serve business drivers, and what do these look like in specific metrics? Therefore, you want to be sure to thoroughly and clearly explain the financial implications for the project. Consider every potential cost for the project, and include a cost/benefit analysis that includes predicted cost savings and growth. Also, be prepared to discuss the “what ifs.” For example, if we didn’t do ‘X,’ how would that impact the anticipated efficiency improvements and related cost savings, as well as the overall success and timeline of the roadmap?

By focusing on the value to the business, you have more control over your budget and ServiceNow journey than you realize. The C-suite is going to be looking to you to articulate a well-defined vision, to explain how your budget aligns with your implementation roadmap, and to justify the business case behind implementing ServiceNow.

Thank you for reading. If you found this post informative, please consider sharing it with others. Also, if you’re interested in finding out more about building a budget and a solid business case that will garner the support of the C-suite, send us an email at letstalk@crossfuze.com.

Enjoyed this Pillar? Request your FREE copy of the 10 Pillars of ServiceNow Success book to read them all!

 

Related Content:

Pillar 1: Building a ServiceNow Vision

Pillar 2: Charting a roadmap to Service Management transformation

 

Additional References:

ZD Net Research: 75 percent believe IT projects are ‘doomed’

McKinsey: Delivering large-scale IT projects on time, on budget, and on value

CIO: How to Get Your Budget Approved

WorkFront: How To Write A Business Case ― 4 Steps To A Perfect Business Case Template

 

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10 Pillars of ServiceNow Success for CIOs – Pillar 2: Charting a roadmap to Service Management transformation https://www.crossfuze.com/pillar-2-for-cio-servicenow-success-charting-roadmap-service-management-transformation/ https://www.crossfuze.com/pillar-2-for-cio-servicenow-success-charting-roadmap-service-management-transformation/#respond Thu, 02 Mar 2017 22:55:24 +0000 http://crossfuze.com/?p=1357 Welcome to Part II of Crossfuze’s Pillars of ServiceNow Success blog series! You can probably identify with the following scenario: Mike is a newly minted CIO, trying to roll out ServiceNow in a way that will bring quick and meaningful value to the C-suite. He knows he’ll need to be expertly organized and methodical, but […]]]>

Welcome to Part II of Crossfuze’s Pillars of ServiceNow Success blog series!

You can probably identify with the following scenario: Mike is a newly minted CIO, trying to roll out ServiceNow in a way that will bring quick and meaningful value to the C-suite. He knows he’ll need to be expertly organized and methodical, but he’s also overwhelmed and isn’t sure where to start. Does he plunge headfirst into the project and try to secure early wins? Does he proceed cautiously and use a committee process to mull all possible scenarios and outcomes?

As a ServiceNow Gold Partner, Crossfuze has worked with hundreds of CIOs just like Mike, struggling to chart a winning path forward with their ServiceNow implementation. No two CIOs’ stories are exactly alike, but the CIOs who have the best outcomes all have several things in common. We call these our Pillars of ServiceNow Success.

When you’re starting your ServiceNow journey, the first thing to do is to develop a set of desired outcomes to frame your big-picture vision. This is the first foundational pillar to optimize your ServiceNow investment. We provided some advice on how to define outcomes and build your vision in our last blog, which you can find here.

Once you’ve developed your business vision for ServiceNow, the next step is to chart your roadmap, which is the path via which you’ll achieve your big-picture vision. Here’s a sobering reality to keep in mind: Technology implementation is one of the most anxious terms for employees, because it tends to create widespread confusion over whether adoption is mandatory or whether employees are being given the option to adopt.

A comprehensive, vision-aligned roadmap is your opportunity to help clear up this confusion. The roadmap should be more than a basic timeline of what specific tasks you’ll need to do and by when; it should address the challenges associated with integrating and unifying the many moving parts of your ServiceNow roadmap, ranging from effectively managing disparate teams to creating continuous and actionable feedback loops to effective internal communication. It also should extend out two to three years, so you can use it to align the power of the ServiceNow solution platform with the business strategy. Here are four essential tips to keep in mind when developing your roadmap:

  1. Align with your business vision: As you flesh out your roadmap, remember that it needs to serve as the vehicle through which you’ll implement your business vision. Thus, it’s important to tie every step of the roadmap back to the master goals and objectives you’ve outlined. The research firm, Forrester, recommends that your roadmap over the short term should prioritize incident management, problem management, and knowledge management; over the long term, your priorities should grow to include more business-aligned solutions, such as financial, asset, project and security operations management. Your goal is to build a matrix that spells out how each step of the roadmap aligns with your vision.
  2. Build in flexibility and agility: Your roadmap is only going to be effective if everyone in the organization follows it, particularly as the going gets rough and you encounter unexpected problems and challenges. Thus, every step of the roadmap should be written with the intent that it can be adapted and modified later. Built-in flexibility is essential to preserving your roadmap’s viability over the long term and to guide you to quick, sustainable wins that help you get one step closer to reaching your vision.
  3. Guarantee early wins: As you develop your roadmap, you want to stack the deck in your favor by consciously building early victories into your roadmap. Early victories are the incremental home runs that will motivate and inspire your team to keep going. If you don’t plot out some early wins, it could jeopardize your team’s chances of maintaining the positive momentum it needs to confidently keep moving forward.
  4. Evangelize your roadmap: Your roadmap will be most effective when you talk it up often with executive leadership, management, and other leaders within your organization. You want to deliver a consistent message on the technology’s value and benefits, and you want to deliver it in a language that will resonate with your target audiences. Get them excited about each stage of the roadmap and the resulting successes. This helps them to get further invested in your ServiceNow roadmap’s success. In time this naturally turns them into platform advocates that help push your vision forward.

Charting a roadmap is truly one of the foundational elements of any successful ServiceNow journey. Too many organizations rush through this process and end up with an unworkable, irrelevant roadmap that hinders their success and jeopardizes their ability to reach their vision. Don’t let this happen to you. When you have a well-articulated roadmap that explains how you’ll achieve your vision, you’re setting up your organization for the service management transformation you desire.

To learn more about building a vision and charting a roadmap, please check out Crossfuze’s Smart Essentials guide. And if your organization could benefit from the type of customized expert support that an experienced ServiceNow implementation partner like Crossfuze can provide, don’t hesitate to drop us a line.  In our next blog post, we’re going to explore the third pillar of ServiceNow success—communicating your vision.

Thank you for reading. If you found this post informative, please consider sharing it with others. Also, if you’re interested in finding out more about building a roadmap to service management transformation, send us an email at letstalk@crossfuze.com.

Enjoyed this Pillar? Request your FREE copy of the 10 Pillars of ServiceNow Success book to read them all!

 

Related Content:

Pillar 1: Building a ServiceNow Vision

Pillar 3: Getting approval for your budget

 

Additional References:

The Intelligent Utility: The 15 Keys to Business Value

CIO: Why You Need a Strategic IT Roadmap

CIO: 5 Steps to Successful ITIL Adoption

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10 Pillars of ServiceNow Success for CIOs – Pillar 1: Building a ServiceNow Vision https://www.crossfuze.com/pillar-1-for-cio-servicenow-success-building-servicenow/ https://www.crossfuze.com/pillar-1-for-cio-servicenow-success-building-servicenow/#respond Thu, 02 Mar 2017 22:41:23 +0000 http://crossfuze.com/?p=1345 Welcome to Crossfuze’s Pillars of ServiceNow Success blog series. John is an experienced CIO who is adept at making sure IT processes are running smoothly. He has always been well received and accepted by the CEO and CFO. Lately, however, the CEO has been pushing John to build a vision of how their technology investments […]]]>

Welcome to Crossfuze’s Pillars of ServiceNow Success blog series.

John is an experienced CIO who is adept at making sure IT processes are running smoothly. He has always been well received and accepted by the CEO and CFO. Lately, however, the CEO has been pushing John to build a vision of how their technology investments will align with the company’s growth goals. John knows that the technology innovations he wants to implement will be valuable to the company over the long run. However, he doesn’t know exactly how to build and articulate that vision to instill the necessary C-Suite confidence he needs to prove out his IT strategy.

As a ServiceNow Gold Partner, we have worked with hundreds of CIOs, like John, who need to build a viable and sustainable vision for their IT investments. Although each CIO’s issues are a little different, there are key similarities across the technology landscape that define ServiceNow’s success. We call these our, “Ten Pillars of ServiceNow Success.”

The first pillar, Vision, sets the stage for success. Considering that over half of businesses had IT projects fail last year, it has never been more important to create a transformational vision to successfully navigate your ServiceNow journey. The question now becomes, how do you build a transformational ServiceNow vision? This is a detailed process; however, to begin, here are four essential “must haves”:

1. Begin with the end in mind: Defining a vision for your Servicenow platform starts even before you purchase your ServiceNow licenses. The first question you should ask yourself is, “How can we transform the organization and help it become more efficient and profitable using workflows, automation, standardization, and processes?” The answers to this question will become your big-picture outcomes, which are the core elements of your vision. Gartner recommends that you focus on articulating the platform’s return on investment potential and what sort of process improvements you realistically hope to achieve. Inventory your current resources, technology acumen, access to resources, current state of the business, and goals for business growth. These vision building blocks will not only define your vision, but they will also be your roadmap for implementation, the second pillar in our series.

2. Tie business outcomes to platform possibilities: You want to create a vision in order to feel challenged and satisfied; Once you have defined your desired outcomes based on your transformational goals, it’s time to dive into the possibilities embedded in the ServiceNow platform. ServiceNow is malleable; it can do whatever you want it to, which is why you need to define what you want it to do for your organization. Consider creating a matrix to help you articulate your desired ServiceNow outcomes. A matrix will show your desired outcomes alongside specific ServiceNow features and functionalities. Your desired outcomes drive what bells and whistles you will ultimately deploy and how best to deploy them. During this visioning process, your team will also want to think through how various processes will be impacted and, most importantly, made more efficient. With efficiency being a number one priority for ServiceNow, interviewed customers, on average, have had a 449% return on investment in 7.4 months. Remember, ServiceNow is built with service delivery best practices in mind, which means that if you think through this process properly, you will be several steps closer to achieving your vision.

3. Ensure leadership and individual users will notice the difference: Delivering meaningful wins that have direct impact on corporate goals is a great way to justify an investment and gain confidence and support from leadership. However, don’t forget about the individual user. If the average user can’t articulate what the vision means in relation to their day-to-day tasks, their desire to tap the full potential of any technology will waver. Hence, as you formulate your vision, keep in mind that the only ServiceNow achievement the average employee will notice is the one that makes a difference to them personally, in their line of work. Your vision should encompass how you’ll improve the end user’s experience, how you’ll make their job easier, and how you’ll continuously extend new features and capabilities to increase their productivity, speed, and agility–and thus their personal performance. By rewarding users’ personal performances, they will find value in approval of their success. If they find value, they will be quick to embrace all it offers and demand more functionality. And when that happens, you just achieved a necessary level of success.

4. Get buy-in: Stakeholder and user buy-in is key to any technology investment success. Therefore, your vision must receive buy-in at every stage of vision development and execution. Bringing together diverse teams and stakeholders to vet your vision and gain input will build buy-in from the outset. It will also help to rally the troops around the same objectives and goals, and it needs to happen for the entire organization to achieve them. However, in the end, it’s you who will make or break the vision. You need to be its biggest advocate and lobbyist to ensure its success. Put it on your wall, in your email signature, weave it into your conversations whenever possible, communicate your wins every chance you get, and define success by the impact your wins and outcomes have to corporate goals.

All in all, without a clear and concise vision out of the gate and constant “check ins” to ensure you’re on track per the defined success metrics, you risk going down paths that lead to poorly implemented outcomes. The last thing you want is an abundance of internal disagreements and conflicts that bog down your ability to prove out your investment and show transformative results. Therefore, it’s important to recognize that strategically aligned vision will keep you focused on the end game and ensure each step taken is in accordance to the defined outcomes you and others in your organization are expecting.

To summarize, stay focused on what’s important: articulate big-picture outcomes, solicit feedback to get buy-in early on, keep operational efficiencies and increased profits on top of your list of outcomes, communicate (often) to leadership and employees the wins along the journey,  and ensure the average user will appreciate the difference ServiceNow has made to their personal job performance.

Thank you for reading. If you found this post informative, please consider sharing it with others. Also, if you’re interested in finding out more about how you can build a transformative ServiceNow vision, send us an email at letstalk@crossfuze.com.

Enjoyed this Pillar? Request your FREE copy of the 10 Pillars of ServiceNow Success book to read them all!

 

Related Content:

Pillar 2: Charting a Roadmap to Service Management Transformation

Pillar 3: Getting approval for your budget

 

Additional References:

CIO: Why Are So Many IT Projects Failing

ServiceNow CIO Whitepaper

Gartner: ITIL and Process Improvement Key Initiative Overview

Comcast Business: Building a Real-World Technology Vision

2016 State of the CIO Survey

CIO: 5 Steps to Successful ITIL Adoption

IDC: Delivering Enterprise Value with Service Management

4 User Adoption Strategies to Help Employees Embrace New Tech

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How to Make the Right Choice for Effective Change Management https://www.crossfuze.com/make-right-choice-effective-change-management/ https://www.crossfuze.com/make-right-choice-effective-change-management/#respond Fri, 17 Feb 2017 21:53:57 +0000 http://crossfuze.com/?p=1230 Technology is continuously being improved, upgraded and transformed, most times for the better as systems are streamlined, bugs are repaired, and enhancements are unveiled. While those updates are often necessary, rolling them out to an entire company in a timely, effective, and prioritized way is not always easy. Through successful Change Management practices—abiding by “standardized […]]]>

Technology is continuously being improved, upgraded and transformed, most times for the better as systems are streamlined, bugs are repaired, and enhancements are unveiled. While those updates are often necessary, rolling them out to an entire company in a timely, effective, and prioritized way is not always easy. Through successful Change Management practices—abiding by “standardized methods, processes, and procedures which are used for all changes”—companies can efficiently introduce new technology in a precise, well-controlled way.

We recently caught up with two of our Crossfuze IT Change Management experts, Don Frank and Samson Chilampath. Together they shared their philosophy on the vital importance of and how to effectively implement successful Change Management. By following best practices, including establishing a strict pattern of conducting due diligence, establishing a priority list and creating a traceability system, rolling out a Change Management system can become a positive experience for IT departments.

Q: What are the key steps of effective Change Management? A: First comes due diligence where systems must be tested and prepared for change. Then there needs to be a prioritization and scheduling process. This is an effective way to see how everything stacks up together. There’s one more, too, which is a big one. It’s traceability. A lot of organizations that don’t truly understand the intricacies of Change Management, might do a good job with the first two steps, but fall short on tracking changes. We have worked with clients that decided to build Change Management workflows into ServiceNow, from scratch. It’s been a real challenge. We have also seen struggles when a client is using something very simple, such as email with attachments, then try to transition to a system, automated workflow like the one that is used in the ServiceNow Change Management. They’ve nailed the first two steps I talked about. But what’s been happening at that third stage is that when a change request comes in, and the change is completed, it’s not being communicated to everyone involved. This means they are not keeping track of a change’s lifecycle. Therefore won’t know if further issues crop up or have a historical log of data that could be analyzed to help prevent and resolve change issues in the future.

Q: How have we helped them overcome these issues? A: We have helped them to overhaul their service as a whole, using the Crossfuze Change Management Turnkey to speed up the process and implement best practices across multiple avenues of service. So instead of them having to figure out how specific industry-backed services are mapped to improve service overall, the Turnkey does that for them.

Q: How does Change Management support/compliment IT Service Management as a whole? A: If you look at the pyramid of Incident-Problem-Change, Change is at the top where there’s probably the least amount of tickets compared to Problem and Incident. However, it can also affect the most people if the Change goes poorly. An upgrade to a server or a business service, whether it be to email or application servers, can affect the way people get services within the organization on a daily basis.

Q: What is the first step a company should take to implement Change Management? A: First, you need to review your current Change Process. Determine what works and what could use improvement. If you’re using a tool for your Change Management Process, perform a GAP Analysis to determine where it is helping your process and where it is hindering it. If you’re implementing Change Management in ServiceNow, then you need to understand how a Turnkey solution might improve your process and streamline your implementation. Every organization is different, so while Turnkeys are the best practice, they aren’t going to be 100 percent reflective of your unique organizational setup. Be sure to set expectations ahead of time, thoroughly document those expectations and make sure everyone is on the same page.

Next, IT Managers should make sure everyone in the company fully understands Change Management and their individual role. Consider the client I just worked with. The Change Manager knew the company’s processes, but the Service Desk Manager did not. The IT Director even had a different view of how their Change Management process worked. This illustrates the importance of comprehensive training sessions as a company prepares to roll out Change Management. Another item to consider when preparing for implementation is an understanding of the different categories of change:

  • Normal change, day-to-day change that people approve
  • Standard change which is a slimmed-down version of normal change or something that has become routine
  • Emergency change, which occurs when something goes down, such as an outage, and immediate emergency action is required

Once you fully understand the differentiation, the IT Manager(s) can better communicate Change Management to the entire company.

Q: What are the most common problems IT teams face when implementing Change Management? A: With any implementation, there are going to be issues or concerns that you may not have thought of. We try to recommend that a company address as many use cases as possible beforehand and then have those scenarios reflected in multiple versions of scripts. Whether it be a positive script where you’re looking for a certain action or a negative test script where there is a rejection of a change, you want to be able to address every possibility.

Q: How does Change Management impact business decisions? A: Changes should not be noticed by end users and they should be completed incognito where the “customer” doesn’t even know a change is happening. If they do notice, it should be a “quality-of-life” improvement for them. In the Change Control Process, when conducting review and approval, if it appears that a business service will be adversely affected in a way that will negatively affect users, the change should be carefully considered and possibly pushed back for further development, testing and approval. If the review process proves the company is ready for the change, then the Change Manager must turn to the prioritization process. The Crossfuze Change Management Turnkey actually has a function called “Conflict” within the Change record itself. When the record is scheduled, there’s a Conflict Engine that runs in the background and checks if other items that are related to your change are scheduled at the same time and may be impacting each other. As an example, let’s say we need to add a hard drive to the email server because we want to increase the disk space. That change will go on at 10 p.m. But we also have a change scheduled to upgrade the user interface of web mail at the same time. With change management these two potentially conflicting upgrades must be prioritized so you can complete the most important change first, while also reducing conflict. If you were to run the web mail interface change at the same time as the hard drive change and you had something go wrong, you would have to look in two places to locate that problem versus only one. If you’re prioritizing both upgrades, doing the hard drive change first because that’s going to be a better benefit to the customer. As a result, you remove the conflict and reduce your risk, which at its core is what Change Management is all about.

Q: What tricks or tips can you share to help IT teams? A: Make sure you have a Change Management process defined and approved by all stakeholders before implementing Change Management in any automation systems, like ServiceNow. Make sure you understand how your business and process will work within your platform of choice and the benefits it will drive. When you add our Turnkey to the mix, the more you understand our solution—its capabilities and its features as well as industry best practices built in—the easier it will be to understand the recommendations that we are going to offer up, as well as the time your organization may need to implement Change Management. One recent customer thought, “Hey, we’re just going to put this in and it will be easy-peasy!”. The learning curve with a new Change Management process can be drastic for a less mature organization, and not fully understanding the process could lead to something being missed during the requirements gathering process. If something is missed and not discovered until it is released and in use, imagine the re-do process, not a good thought right? A lot of what we encounter is the result of our client not fully understanding the Turnkey’s full range of features and how the solution aligns with their process. With the Turnkey, a lot of those features are pre-built. There’s a workflow and there’s a process. Once you identify the type of change you need to select, the Turnkey does a really good job of walking you through the process. Our Turnkey lays out a 90 percent base to get a client where they want to be early on out of the implementation gate. This creates speed-to-value. With a Turnkey, there is no “start from scratch” needed. You get a head start from day one.

Q: What are some of the long-term effects if Change Management isn’t coded correctly? A: There’s two major effects, increased risk and incurring additional costs. For example, there could be resistance to adopting the new Change Management solution due to lack of confidence or perceived benefit in the solution.  People resist change by nature so it needs to be rock solid to drive 100 percent participation across all groups within IT. Another example is the risk of causing a service interruption due to the change that is not adequately planned, communicated, or reviewed. From a cost perspective, project initiatives can be delayed or put on hold due to Change Management challenges which drives up the cost of a project to the organization as additional internal and potentially external resources will be needed to take the project to completion. These problems can be mitigated with the Change Management Turnkey.

Q: When is Change Management not so important? A: I would say always have Change Management just because of traceability and due diligence. If you’re a small organization with a small inventory and you’re rarely doing changes, then Change Management might not be as important. Probably 95 percent of organizations out there, however, would want to have Change Management. Also, with Change Management programs, it really depends on a customer’s maturity. Sometimes they are not able to implement; they just want a basic ticketing system. It’s not that they don’t want to implement Change Management, it’s that they either can’t afford to do it right now, or they don’t have the time and resources to devote to building it out. They know it’s a best practice, but “right now” may not be the right time. Final Thoughts… Change Management is a lot more difficult than people think it is. While people think they know how their Change Management process works, when trying to follow best practices without investing in a Change Management system, they often face multiple challenges; challenges that can affect the entire company. By selecting a platform like ServiceNow and adding the functionality of the Crossfuze Change Management Turnkey, with its enhanced features, step-by-step processes, and fail-safes, companies soon realize that there is no better alternative to effective Change Management.

Thank you for reading this post. Please consider sharing it if you found it to be insightful. To dive deeper into this topic, please contact us with any questions at LetsTalk@crossfuze.com.

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ServiceNow Asset Management – An Asset to Your IT Capabilities https://www.crossfuze.com/servicenow-asset-management-an-asset-to-it-capabilities/ https://www.crossfuze.com/servicenow-asset-management-an-asset-to-it-capabilities/#respond Tue, 14 Feb 2017 20:17:50 +0000 http://crossfuze.com/?p=1217 Do you know where your IT assets are?  Do you realize how much money is lost or information security is at risk by not having a solid asset management process? Asset Management is not just a trend or process du jour. It is a process that is helping IT organizations significantly reduce waste associated with […]]]>

Do you know where your IT assets are?  Do you realize how much money is lost or information security is at risk by not having a solid asset management process? Asset Management is not just a trend or process du jour. It is a process that is helping IT organizations significantly reduce waste associated with lost or unused assets for many years. And, it is a key component to any information security plan.

I know what you’re thinking. Automating the inventory of assets is a down right tedious and daunting process. You’re right. On the surface, it is. However, with the right mindset, plan, and toolset, it doesn’t have to be.

This is where ServiceNow comes in. ServiceNow has transformed how organizations manage their assets.

First, what is Asset Management and why should you care? Asset management is not just knowing where all your PCs are. The scope of asset management is quite broad.  It encompasses managing the asset lifecycle from planning to disposal (including hardware, software, and other assets), providing cost-effective mechanisms for purchasing and managing assets, controlling stockrooms and inventory levels, defining and managing standards/policies/processes/procedures, and implementation of asset management tools, as well as achieving compliance with standards, vendors, and regulations. You can see there is a lot involved in managing assets.  We’ve seen the benefits far outweigh the costs since it can help manage (and optimize) costs associated with capital expenditures, unused assets, software licenses and maintenance contracts, and reduce the overall asset lifecycle, which can be significant.

Historically speaking… Asset management has been performed for a long time; however, at different levels of discipline primarily depending on the industry. Highly regulated environments have been managing their assets for a long time in an effort to help control costs, reduce information security risk, and comply with regulations. Over the past decade or so, other industries have realized how important it is to manage assets from both a cost and information security perspective. In the early 2000’s, large enterprise software and hardware companies were performing regular audits to determine if customers were paying for all of the software licenses and hardware maintenance contracts they were utilizing. This caused serious concerns for some organizations that were not up to date on their asset management.  In some instances, large financial fines were levied on organizations as well as the costs of the unpaid licenses in use.  This drove some companies to implement asset management at some level, whether very rudimentary or more advanced.

ServiceNow to the rescue! We have noticed a trend with asset management and ServiceNow. If companies were already managing their assets, it is typically implemented as part of the first or second phase of the ServiceNow program.  If it’s a new process to the organization, it’s a little further down the roadmap—perhaps phase III or beyond to implement since asset management involves culture change and people from multiple teams, such as procurement, finance, and facilities. Early on, ServiceNow had a robust asset management capability and was straight forward to implement.  It included the ability to manage hardware and software assets that were integrated with the CMDB. The ability to bundle assets, manage consumables (mouse, keyboard, monitor, etc.)  and manage stockrooms and inventory pretty much provided a full asset management capability. Then ServiceNow stepped it up by adding the ability to depreciate assets, add disposal information and status, and the ability to manage fixed assets.  The big efficiency gain was realized with the integration of the asset module with the service catalog and procurement modules which provided the ability to automate the initiation of the asset management process from requesting, procuring, and receiving assets.

With the implementation of ServiceNow asset management, organizations have an automated method to track hardware, software licenses purchases, and associated entitlements.  This provides a significant efficiency gain for clients managing assets since this automates some very manual (and error prone) and labor intensive procedures. ServiceNow has significantly improved many organizations’ ability to manage their assets by reducing the procurement cycle time, the time and labor associated with physically managing assets and reconciling software licenses, and providing Just-In-Time inventory so companies aren’t carrying over costs associated with dormant assets.  All this done in semi-real-time vs. once or twice a year–which caused organizations to always be in “catch-up” mode.

What are you waiting for? Asset management is one of those processes that may seem to be overwhelming because of the rigor required and the many tentacles it has into several facets of the organization. However, the return is significant based on the ability to know where all your assets are, who/what are they entitled to, their associated costs, and the reduction of waste and redundancy.  ServiceNow is a powerful tool to use for managing your assets—we know because we have implemented it for many clients and have seen the numerous time, labor, and cost benefits.  Now the question for you is… What are you waiting for?  

Thank you for reading this post. Please consider sharing it if you found it to be insightful. To dive deeper into this topic, please contact us with any questions at LetsTalk@crossfuze.com.

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4 secrets to know before you work with a ServiceNow implementation partner https://www.crossfuze.com/4-secrets-to-know-before-you-work-with-a-servicenow-implementation-partner/ https://www.crossfuze.com/4-secrets-to-know-before-you-work-with-a-servicenow-implementation-partner/#respond Tue, 31 Jan 2017 06:49:54 +0000 http://crossfuze.com/?p=175 When you make the decision to retain a ServiceNow implementation partner, you’re positioning your organization to enjoy an efficient rollout.]]>

When you make the decision to retain a ServiceNow implementation partner, you’re positioning your organization to enjoy an efficient rollout and rapid, frequent victories. It’s a strategic investment proven to show strong returns when you choose a capable partner. Not all implementation partners bring the same value. Thus, you want to know what differentiates the average ServiceNow partner from the extraordinary ones. You also need to do your homework beforehand and prepare your organization for your ServiceNow transformation. Let’s explore the four secrets that are essential to your understanding of working with your ServiceNow implementation partner:

  1. You need to critically evaluate your existing workflows and processes: Far too many organizations go into their ServiceNow transformation ignorant of just how outdated, archaic, and inefficient their workflows really are. The problem is that they try to force ServiceNow to conform to these legacy workflows. This, of course, doesn’t work, and you will ultimately realize your workflows need to be comprehensively revised and updated. Thus, your goal should be to evaluate your existing workflows and processes now, before your ServiceNow partner enters the picture.
  2. The typical ServiceNow partner won’t help you optimize your implementation strategy: The typical ServiceNow partner is reluctant to weigh in meaningfully as you are developing your implementation strategy. These types of partners will only tell you if something isn’t feasible or doable. Once you come up with a workable plan, the average partner is reluctant to help you improve on the plan. You may never learn there are multiple ways of doing things, and you may never hear your ServiceNow partner suggest a superior alternative path forward. For the typical ServiceNow partner, time is money. Their goal is to get in and out, hitting only the minimum requirements. Less ideas from them means less optimization for you.
  3. The typical implementation partner won’t tell you what’s possible: The typical partner is obsessed with moving rapidly and smoothly toward the finish line. These types of partners are reluctant to tell you when your plans aren’t ambitious enough or as comprehensive as they could be. This results in many organizations implementing only a fraction of the ServiceNow features and capabilities they needed to truly transform their organization. The more you learn in advance about all of ServiceNow’s capabilities, the more informed your questions are to your ServiceNow partner helping you optimize the investment.
  4. You’ll experience a dramatic spike in internal business services requests: A common refrain from IT directors who implement ServiceNow is how many new business service requests they start receiving from other teams outside of IT. They simply don’t anticipate how many of ServiceNow’s user-friendly features and powerful functionalities will resonate with departments and teams across the enterprise. Thus, they aren’t prepared to manage the pipeline and fulfill all of these requests in a timely, efficient fashion.

Crossfuze understands the secrets of getting the most out of your ServiceNow implementation experience because we do it every day for our customers. We know the typical ServiceNow partner’s track record, and we know we stand out with our very different approach to ServiceNow implementation. We ensure all of our clients have critically evaluated their existing workflows and processes before we develop an implementation plan. We question and challenge all of your ideas and goals to help you optimize your implementation strategy. We help you to think bigger and more ambitiously than you otherwise would. And we help you prepare for the increase in requests that will inevitably contribute to your ServiceNow transformation.   Thank you for reading this post. Please consider sharing it if you found it to be insightful. To dive deeper into this topic, please contact us with any questions at LetsTalk@crossfuze.com.

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How you can achieve quality and speed during a ServiceNow implementation https://www.crossfuze.com/achieve-quality-and-speed-during-a-servicenow-implementation/ https://www.crossfuze.com/achieve-quality-and-speed-during-a-servicenow-implementation/#respond Tue, 31 Jan 2017 06:49:00 +0000 http://crossfuze.com/?p=171 When you work with an exceptional ServiceNow implementation partner like Crossfuze, you’ll learn that quality and speed are not an either/or proposition.]]>

Many project managers will tell you that the optimal way to set project deadlines is to find the right balance between quality and speed. The problem is that this advice assumes you must make a tradeoff between quality and speed. What if you could have both when implementing ServiceNow? When you work with an exceptional ServiceNow implementation partner like Crossfuze, you’ll learn that quality and speed are not an either/or proposition. Crossfuze has developed strategies and solutions that are specifically designed to ensure you will achieve a high level of quality without sacrificing all-important speed. Let’s explore why quality and speed during a Crossfuze ServiceNow implementation are not mutually exclusive goals:

  1. You can use Turnkeys to get you 80% of the way there: There’s no reason to reinvent the wheel when it comes to writing code for ServiceNow. Thousands of organizations have already proven what works best. Crossfuze has codified these user-tested, user-approved solutions into our 12+ proprietary Turnkeys, which will instantly activate powerful, valuable functionalities. Crossfuze Turnkeys jump-start your development work by handing you an 80% foundation upon which to build, allowing you to focus on just the 20% you want to customize that optimize the ServiceNow investment.
  2. You can implement in phases: Even for areas without Crossfuze Turnkey solutions, you don’t have to wait for months to begin seeing value. You can divide your implementation into short, discrete phases, each with a fully functional product at the end. These bite-sized chunks are products you’ll be able to show off immediately. Crossfuze will help you figure out how to break your implementation strategy into these defined phases.
  3. You can focus on the backend: Sometimes the opportunity to rapidly achieve value comes via the backend. If you cannot incrementally phase in fully functional products, you can often rapidly deliver tangible results on the backend.
  4. You can work toward achieving early victories: One of the most important strategies for attaining speed without compromising quality is to set up your organization to achieve early victories. With this approach, you simply pick the high-value projects that can be completed quickly and with a relatively small investment—and you do them first. Your early success with ServiceNow gets communicated into the enterprise allowing for new ideas on how your investment can be leveraged.

Crossfuze understands the importance of maintaining both speed and quality during ServiceNow implementation. Our proprietary Turnkey solutions are designed specifically to propel you to rapid, high-quality victories. Crossfuze also will help you design a phased implementation strategy, and help you focus on high-value backend work and early victories.   Thank you for reading this post. Please consider sharing it if you found it to be insightful. To dive deeper into this topic, please contact us with any questions at LetsTalk@crossfuze.com.

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4 essential tips for making ServiceNow your CFO’s new best friend https://www.crossfuze.com/4-essential-tips-making-servicenow-and-cfos-best-friends/ https://www.crossfuze.com/4-essential-tips-making-servicenow-and-cfos-best-friends/#respond Tue, 31 Jan 2017 05:29:46 +0000 http://crossfuze.com/?p=876 Move your ServiceNow implementation to the top of your CFO’s priority list by articulating the business need, calculating ROI, outlining opportunities and risks, and identifying beneficiaries. ]]>

If you’re an IT director, you’re probably great at implementing technologies that improve customer or employee experience. Today, you are no longer just an account manager who calls on the finance department when you’re ready to ask for funding for your projects. You’re now part of the finance leadership team. So, if you are considering moving forward with an upgrade the size and scope of ServiceNow, you need to tie your proposed investment to the bottom line. Your finance team may be aware that ServiceNow can improve workflows and streamline processes across your business ecosystem. To be successful, you must develop a business case that highlights the value of this platform in terms of its return on investment. When you present a cohesive, persuasive business case about ServiceNow’s value to your organization, you will attract the attention of your colleagues on the finance team—and the CFO in particular. Organizations implementing ServiceNow achieve an average ROI of 449% in five years, and reaches the break-even point in just 7.4 months, according to an independent IDC analysis commissioned for ServiceNow. In the first five years, the average organization realizes $36.8 million of discounted benefits. Here are four essential things you should be doing to ensure ServiceNow becomes your CFO’s new best friend:

  1. Clearly articulate the business need: CFOs care about solving financial challenges. They want to use every resource in the most cost-effective way possible. So, you need to articulate your organization’s business need for ServiceNow. This process involves more than just summarizing the features and benefits of ServiceNow. Align ServiceNow’s capabilities with what problems your organization is already working to solve. For example, a business problem could be a backlog created by an outdated paper invoicing system or an inefficient a supply chain that hinders operational efficiency. When you link a specific challenge to a specific ServiceNow capability, you’re offering the type of analysis that will solve a problem for your CFO.
  2. Calculate ServiceNow’s estimated ROI for your organization: All organizations have competing priorities, and your CFO is going to rank all of these priorities according to financial outcomes. To show the ServiceNow financial benefits, Crossfuze will calculate ServiceNow’s ROI for your organization. Crossfuze will give you a detailed business case for calculating ROI for its customers made up of at least four parts: productivity gains among its IT staff, productivity gains among line-of-business employees, savings associated with less downtime and streamlining of resources, and reduced costs for IT infrastructure.
  3. Flesh out a narrative that outlines both risks and opportunities: Your business case for ServiceNow involves much more than just rehashing ServiceNow’s own marketing materials. You will want to build a thorough, well-researched narrative that outlines strengths, weaknesses, opportunities, and threats (SWOT) associated with ServiceNow implementation. If you don’t discuss potential risks and weaknesses, you will lose credibility with your CFO—because your CFO is thinking about these risks anyway and is going to ask you about them. If you can proactively answer these questions, you can emphasize to your CFO how you’ll overcome these risks and threats and influence the conversation.
  4. Identify your beneficiaries and stakeholders: As you assemble your business case for ServiceNow, you tend to focus on a primary group of users who are your target beneficiaries of the ServiceNow system. But there are many other stakeholders who will be affected by ServiceNow who can serve as important allies and partners for you during your implementation journey. To earn their buy-in for your project and build a groundswell of support for your project, think thoroughly through all of the potential issues, challenges, and risks that your stakeholders could face. You can collaborate with them on solutions, which you can then fold into the business case you’ll make to your CFO.

When evaluating whether to green-light ServiceNow implementation, your CFO isn’t interested in a long, drawn-out briefing on the technical abilities of ServiceNow. Come prepared to make a convincing, custom-tailored business case for the value that ServiceNow will bring to your organization. To ensure ServiceNow moves to the top of your CFO’s priority list, clearly articulate your organization’s business need for ServiceNow, calculate its estimated ROI for your organization, outline both opportunities and risks of ServiceNow implementation, and identify all of the beneficiaries and stakeholders associated with this project.   Thank you for reading this post. Please consider sharing it if you found it to be insightful. To dive deeper into this topic, please contact us with any questions at LetsTalk@crossfuze.com.

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Why “demand destruction” is necessitating sweeping changes to your outdated workflows https://www.crossfuze.com/why-demand-destruction-is-necessitating-changes-to-outdated-workflows/ https://www.crossfuze.com/why-demand-destruction-is-necessitating-changes-to-outdated-workflows/#respond Tue, 31 Jan 2017 04:49:36 +0000 http://crossfuze.com/?p=173 When employers don’t modernize workflows and business processes to achieve technology-driven efficiencies and automations, employees will eventually rebel.]]>

All of your employees are experiencing rapid technological innovation in their own lives. From personal wireless devices to service automations to self-driving cars, employees have tremendous exposure to the benefits and advantages of technology. Consequently, when they show up to work every day, they are increasingly expecting that their employer is taking full advantage of technology as well. When employers don’t modernize workflows and business processes to achieve technology-driven efficiencies and automations, employees will eventually rebel. They will gradually modify legacy systems and abandon workflows through a phenomenon called “demand destruction.” Demand destruction literally kills demand for outdated workflows; you need to be attuned to it so you can get ahead of it. Let’s explore the reasons demand destruction is causing problems for your organization:

  1. Disconnected workflows waste time and money: A common feature of outdated workflows is that related work is disconnected. For example, a spreadsheet is used for project tracking and management, while a PowerPoint is manually compiled to provide regular reporting on project status. Disconnected workflows create the type of waste and redundancies that employees at all levels—from front-line workers to the C-suite—rebel against. They instinctively want to do efficient and meaningful work that is cost-effective.
  2. Soaring overhead expenses are dragging down profitability: Wasteful workflows cause overhead expenses to soar, creating a drag on long-term profitability. The C-suite is often evaluated on profits, so even if employees didn’t rebel, the C-suite eventually will take action. Executives have a corporate responsibility to consider sweeping changes if they can add to or restore profitability.
  3. Your employees are rejecting outdated processes and workflows: Your best employees hold themselves accountable for better outcomes and are creative thinkers. Thus, it should come as no surprise that when they see outdated processes and workflows, your leading employees will produce their own workarounds.
  4. Ad-hoc workarounds create unintended and harmful effects: While ad-hoc workarounds for established workflows are necessary for individual employees, they create big problems for the enterprise. Ad-hoc workarounds are not strategic or interconnected. They are simply the best solution that individual employees come up with a limited perspective and no regard for the enterprise.

Most organizations are unaware about how much “demand destruction” has occurred among their employee ranks. These organizations would benefit tremendously from an independent review by a ServiceNow implementation partner like Crossfuze. Crossfuze uses best-practices process workshops to draw out the actual configuration of business processes and workflows within an organization. Then, we work backward to figure out how these processes should be designed to deliver optimized business outcomes. Not surprisingly, the workflows and processes we develop tend to look nothing like the existing ad-hoc workarounds. In the end, we’ll deliver interconnected workflows, lowered overhead expenses, and employee buy-in for modernized, comprehensive workflows.   Thank you for reading this post. Please consider sharing it if you found it to be insightful. To dive deeper into this topic, please contact us with any questions at LetsTalk@crossfuze.com.

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