| **Welcome to ServiceNow®** **Collaborative Management** Are you ready to start your CWM implementation journey? This guide gives you valuable information you can share with your team, including proven guidance and links to key resources—all designed to set you on the path to success. While this guide is primarily designed for ServiceNow platform owners, it also contains useful information if you have a different role in your organization. Let’s get started! | | |
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| **Guide Overview** Here’s an overview of the topics we will cover in the guide: Start by familiarizing yourself with CWM Help organizations to align strategic investments to achieve business outcomes Learn how to work successfully with ServiceNow experts Chart a path to successful self-implementation Prepare for organizational change Bookmark resources | **The CWM Application includes:** My Work Spaces Boards Automations Docs Templates | |
| **Start by familiarizing yourself with CWM** CWM comes with many capabilities that let you transform how you plan your work. But don’t worry! It only takes 5 minutes to implement CWM. [Watch this](https://www.youtube.com/watch?v=GPNDZMtMZQs) to familiarize yourself with CWM. Here are the key capabilities to learn about CWM first: **Collaborative Spaces:** Workers can create collaborative spaces for each of their cross-functional teams and initiatives [(product documentation)](https://docs.servicenow.com/bundle/washingtondc-it-business-management/page/product/collab-work-mgmt/concept/cwm-spaces.html) **Flexible Task Management:** Teams can organize their tasks in boards and have the flexibility to switch at any time between a variety of views [(product documentation)](https://docs.servicenow.com/bundle/washingtondc-it-business-management/page/product/collab-work-mgmt/concept/cwm-boards.html) **Collaborative Docs:** Users can work together in real-time to author documents in a shared notebook [(product documentation)](https://docs.servicenow.com/bundle/washingtondc-it-business-management/page/product/collab-work-mgmt/concept/cwm-docs.html) **My Work:** My Work in CWM consolidates all tasks across CWM and Strategic Portfolio Management (SPM) workspaces, provides visualizations around work such as task grouping by state, priority, and key metrics such as open and overdue items.[ \[product documentation\]](https://docs.servicenow.com/csh?topicname=my-work-in-cwm.html&version=latest) **Work Item Automation:** Using simple point-and-click, teams create their own workflows to eliminate manual work [(product documentation)](https://docs.servicenow.com/bundle/washingtondc-it-business-management/page/product/collab-work-mgmt/concept/implementing-automations-in-collaborative-work-management.html) **SPM Integration:** For holistic enterprise planning, work from CWM can be surfaced into SPM [(product documentation)](https://docs.servicenow.com/bundle/washingtondc-it-business-management/page/product/collab-work-mgmt/concept/connect-cwm-spw.html) We also have a [Collaborative Work Management Implementation Bootcamp On Demand](https://nowlearning.servicenow.com/lxp/en/strategic-portfolio-management/collaborative-work-management-implementation?id=learning%5Fcourse%5Fprev&course%5Fid=ab04967847e50298c00af235126d4367). If you are new to ServiceNow, we also strongly recommend that you take this very short [Get Started with the Now Platform](https://nowlearning.service-now.com/lxp?id=overview&sys%5Fid=9455b7f91b288050528f639fbd4bcb48&type=course) course to learn platform basics. | | |
| **Chart a path to implementation** CWM is simple to implement, and you can get started in just 5 simple steps. Follow along to [this video](https://www.youtube.com/watch?v=cFYQjagcEkI) or refer to the [Quick Start Guide](https://www.servicenow.com/community/cwm-articles/quick-guide-to-cwm-implementation/ta-p/2914658) on Community for more instructions. However you may want to engage a partner if you have a highly customizable instance, plan on creating customizations within CWM, or are looking for change management support for your implementation. **Work with ServiceNow experts** If you have chosen to work with a ServiceNow partner or ServiceNow Expert Services for your implementation, it’s important to clearly communicate the business outcomes you want to achieve and agree on a well-structured roadmap to attain these goals. If you need guidance on successfully engaging with an implementation partner, this [workbook](https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/success/workbook/partner-strategy-development.pdf) is an excellent starting point. If you want to work with a partner but haven’t selected one yet, check out our [Partner Finder](https://www.servicenow.com/partners/partner-finder.filtered.html/) or talk to your ServiceNow account representative about [ServiceNow Expert Services](https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/success/services/implementations-services/successfully-implementing-servicenow-data-sheet.pdf). We can also work with your chosen partner to infuse our expertise into your implementation through our [ServiceNow Assure service offering](chrome-extension://efaidnbmnnnibpcajpcglclefindmkaj/https:/www.servicenow.co.it/content/dam/servicenow-assets/public/en-us/doc-type/legal/servicenow-assure-26MAY2021.pdf). For those of you who have purchased ServiceNow Impact services you will have ServiceNow experts and resources at your fingertips to help you through your implementation of CWM and achieving your goals. If you do not have a ServiceNow Impact package, consider how having dedicated resources, discounted training, and jumpstart services can help you get the most out of your ServiceNow investment. Read more [here](https://www.servicenow.com/impact/accelerate). | | |
| **Choose Self-implementation** **Make your implementation smooth and easy** CWM can be implemented in as little as five minutes. For a comprehensive guide on the implementation process, take a look at our [CWM Implementation Guide](https://www.servicenow.com/community/cwm-articles/quick-guide-to-cwm-implementation/ta-p/2914658#:~:text=CWM%20Implementation%20Guide.pdf) and [Video](https://www.youtube.com/watch?v=cFYQjagcEkI) on Community. Check out the [Quick Start Guide](https://www.servicenow.com/community/cwm-articles/quick-guide-to-cwm-implementation/ta-p/2914658) for more detailed information on implementing CWM. **Join the CWM community** Visit the [CWM community page.](https://www.servicenow.com/community/collaborative-work-management/ct-p/collaboration-work-management) You’ll find best practices and other useful resources for **CWM** implementation, and it’s also the forum to talk to ServiceNow experts, get your questions answered, and connect with other community members. **Understand ServiceNow releases and upgrades** If you’re not already on the latest ServiceNow release, we strongly recommend that you upgrade before you go live. By upgrading, you get new ServiceNow innovations into the hands of your users faster, get access to the latest performance and security enhancements, and ensure that support is there when you need it. To make your upgrade smooth and successful, look at these [upgrade resources.](https://www.servicenow.com/success/instance-upgrades.html) **Join the CWM community** Visit the [CWM community page.](https://www.servicenow.com/community/collaborative-work-management/ct-p/collaboration-work-management) You’ll find best practices and other useful resources for CSM application implementation, and it’s also the forum to talk to ServiceNow experts, get your questions answered, and connect with other community members. | | |
| **Prepare for organizational change** To successfully deploy CWM, you need your business to understand and use CWM, and to recognize its benefits. With many different stakeholder groups, it is essential to ensure everyone understands the benefits for them, and how to get the most value out of the system. This [webpage](https://www.servicenow.com/success/playbook/change-management-plan-guide.html) provides detailed guidance on how to plan for organizational change. If you need help creating a winning communications plan, the [CWM welcome guide](https://www.servicenow.com/community/cwm-articles/quick-guide-to-cwm-implementation/ta-p/2914658?attachment-id=262984) contains communications templates for sharing CWM with your organization. You can also share [CWM’s Capability Map](https://www.servicenow.com/community/cwm-articles/quick-guide-to-cwm-implementation/ta-p/2914658?attachment-id=263529) to highlight CWM’s overall benefits and features to your organization. **Our Recommendations** CWM works best when cross-functional teams can all participate, so we recommend the following to keep your teams productive and efficient: Assign CWM licenses to any teams that work together. Leverage existing assignment[ groups](https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/roles/task/t%5FAssignRoleToGroup.html) rather than assigning to individual users to reduce administrative burden. Set up a workflow to automatically create a service catalog request or to automatically approve CWM access requests. Let your employees know that they have access to CWM! We’ve attached provided sample emails below. Make sure your employees can easily access CWM by adding to quick links, such as an Okta tile. [Add a Banner](https://docs.servicenow.com/bundle/tokyo-platform-user-interface/page/administer/navigation-and-ui/concept/next-experience-banner-announcements.html) to your instance or employee portal | | |
| **Bookmark these resources!** [ServiceNow Customer Success Center](https://www.servicenow.com/success.html) \-- The CSC is a one-stop shop that gives you instant access to proven methodologies, leading practices, and expert insights and advice. [NowSupport](https://support.servicenow.com/kb?id=kb%5Farticle%5Fview&sysparm%5Farticle=KB0547260) \-- You can get technical issues resolved quickly by contacting our team comprised of ServiceNow employees with deep product knowledge and real-world experience. Read more [here](https://support.servicenow.com/kb?id=kb%5Farticle%5Fview&sysparm%5Farticle=KB0547103) on how to use support. | **** | |