The implementation of ServiceNow is the first step in a business transformation process, but alone it may not be enough. Due to some bad practices and incorrect use of the platform, the company may continue to feel burdened, with two consequences: spending more money than it should, and taking longer than necessary to complete activities. Yet ServiceNow is a platform designed to improve internal process and workflows. The problem, then, is not ServiceNow - there are some mistakes that may prevent businesses from making the most of the platform.
Double code is quick to integrate, but better to avoid it
There may be similar objects in the Service Catalog, but they actually have some subtle differences. In this situation, it may seem ideal to use the same code for these similar objects with little or no modification. This approach leads to a particular problem: if that code contains any errors, those problems will probably be spread over a large part of the Service Catalog. The same code should be adjusted a number of times for each object in which it is used. As a result, the time saved in writing the code, is spent to intervene later.
Overly complex categories weighing down ServiceNow
A further way to complicate business activities in a company is to excessively branch the hierarchies of the Service Catalog. If the end user has to "dig" within the categories to reach a specific option, the user experience becomes very bad and can slow down the workflow, which becomes unnecessarily complex in doing so. The relapses are pervasive and can also affect the agreed Service Level Agreements, because the level of quality that was decided is not reached.
Better to use meta tags for objects
Adding meta tags is very important. ServiceNow end users often search for the resources they need, and the word they are looking for does not always lie in the name or description of that content. That's why meta tags are essential, but they are often underused, or not used at all. If the end user cannot find a resource or struggles to find it, the experience will inevitably be invalidated and compromised.
Implementation and integration are not the same
Another factor that comes into play when analyzing why enterprises may not be able to take full advantage of ServiceNow is the difference between implementing and integrating the platform with other systems. Many companies tend to rely on the same consultant for both operations, without thinking, however, that different skills are required. It is critical that the consultant who is dealing with integration has already had experience in the field, perhaps with similar companies. A consultant with implementation experience is not automatically a consultant who has already successfully integrated ServiceNow: better to get informed and, if necessary, change consultants. A proper integration avoids slowing down the workflow in the medium and long term and allows a company to make the most of the platform's potential.
Avoid customizing the platform too much
Finally, another common mistake is to assign the task to only one architect during the implementation phase. In this case, the risk is that this architect, working in total autonomy, may excessively customize ServiceNow. The consequence? Once the implementation is finished, the end user may not have standard references in use. Or, whoever has to maintain it, because they haven’t been involved during the development, may face more complex operations than necessary. Actually, it should be the opposite: implementation should be a cooperative work, as much as possible.