hello my name is mike lombardo ceo of glidefast consulting today i want to give you some tips on how to have a successful servicenow implementation quick little background on myself i've been in the servicenow space a little over 10 years now i actually start out as a servicenow customer was a customer of a partner then moved on to the consulting space and about six years ago 2015 started glide fast consulting so i'll jump right into it so a little background on glidefast we're an elite servicenow partner focusing on servicenow implementations and helping customers succeed and get the most value out of the platform so jumping right into it number one i think the most important thing is really getting executive sponsorship so really you know having your senior leaders letting the rest of the staff and employees and team members know this is the platform we're moving to we're moving our legacy processes out of email out of legacy systems were adopting service now and this is the platform we're going to use right we also need executive leadership to clear roadblocks increase morale right an acceptance of this new technology a lot of people are afraid of change historically we like using the the you know our old ways of doing it for years and years and years but digital transformation is crucial to the success of businesses now so i think it's important not only for executive leadership to be involved and and send the message that this is you know how the organization is moving but also keep people calm right that this is not a project or initiative to eliminate jobs it's to eliminate the swivel chair activities and that right off the bat i think is number one most important part of implementation number two i think it's important to crawl walk run so not just you know going trying to go from zero to hero and trying to do all this automation and talking about you know artificial intelligence and going from zero to hero right we need to step into this platform we need to step into digital transformation and that doesn't mean you're not going to get roi and that doesn't mean you can't adopt and adapt a lot of the platform immediately day one but it's it's setting your expectations to be successful right so if you have expectations that we're gonna go from a maturity level of zero or one and and all of a sudden servicenow is gonna solve all these problems you likely won't be successful right you need to you know what i like to call fail fast right so sometimes you don't know what you don't know until you see it until you try until you use it so it's important to set the expectations of an achievable level implement those use those and continue to innovate and continue to improve your processes one thing that's different with servicenow and other processes and other technologies is those other technologies you know historically you implement and you're done and you walk away right the servicenow journey and the platform and your processes are never done because your business is never done right there's always new processes coming up there's always opportunities to improve those existing processes and add more automation and add a better user experience or better user interface so you know it's really important to know as well that service now is never done you're never there there's an end date to a project or you know a phase of that project but it's always important what's next always think about what is next number three solve for the eighty percent not the twenty percent right there's always going to be during these workshops and discussions there's always going to be in planning of the project and how we're going to use service now what we're going to use it for and what the processes are going to look like in the workflows there's always going to be some conflict right there's always going to be people that want it one way and then some other people who want another way well it's important to have some context okay majority of our staff can use the workflow this way and this achieves 80 percent of our user base are going to get exactly what they want and when you focus on in the 20 you know you need a plan here's how we can address the 20 they may have to modify the way they've been doing it or the way they will do it right so you're never gonna get a bullseye every time and make every single you know group in your in your organization or user base or customer base you're never gonna get a hundred percent of everyone being happy and exactly what they want so there's there's definitely a level of compromise that needs to be factored in and just needs to be decisions need to be made exact and that's why another going back to number one executive leadership making those decisions and again thinking for the 80 percent not the 20. number four marrying the technology and the process this is really important because you know we used to say all the time you know the technology is not going to fix a broken process right so if you have a broken process and you're not evaluating those processes and making sure you're maximizing them to the best efficiency levels servicenow is not going to fix again fix everything right so you really have to focus on a good process but also you can't have a process that's in cement either right you have to be flexible and maybe modify the process a little bit to how the technology service now how some of those some of those processes work right you don't want to do something that's unnatural right and again if we if there's a compromise we can makes a little adjustment to the process to fit to how the technology works that's okay too right so it's gotta really work both ways it's not just a one-way street for a process you know rules all over the technology rules all it's definitely a two-way street number five make sure you're getting input from the user community this is really important the people that are actually going to use the product so if we're talking about something as simple as an incident management implementation getting feedback from the help desk staff getting feedback from the the people using you know your power users the ones that are submitting tickets in incidents for of their group or floor right and getting their feedback and input and and because again they're the ones using it right sometimes management is great at management but hands on the keyboards really knowing what the true experience is or the desired experience for the users and the people that are actually going to be using the platform the most is a little disconnected so it's really important to make sure we have the right audience making these decisions and giving their feedback any input right they don't actually they don't have to be the ones making decisions typically we don't want them the ones making decisions but we want their input we want their feedback we want to understand what their life is like and what their desired life is like thank you for your time today that's all i have if you want to find out more information about glidefast and our servicenow implementation services you can reach out to us at info [Music] glidefast.com [Music] you