Article:

Driving value out of your ServiceNow investment

04 December 2018

ServiceNow is quickly taking over the Enterprise Service Management (ESM) world as the leading platform. In 2017, ServiceNow engaged Forrester Consulting to survey a number of their customers on potential return on investment (ROI) - and the results were quite amazing.

The report quantified improved IT productivity, infrastructure cost savings and automation savings among a host of other quantitative and qualitative benefits. The opportunities for ROI are clearly there to be realised.

BDO has been assisting our clients achieve greater value out of their ServiceNow implementation for over two years. In this time, we have observed a number of challenges:

  • After the initial implementation (and celebratory cake!), some clients struggle with the continuous improvement phase. Like many system implementations, everyone breathes a collective sigh of relief after go-live and in some instances, the implementation of additional functions stalls.
  • Many businesses struggle with their governance model. Platform ownership initially sits with the Service Desk, as the first functions are typically incident, problem and change. The breadth of the ESM capability, across many parts of the business, means that ownership needs to change after this initial implementation phase, which can be hampered by an ineffective governance structure.
  • Organisations rarely assess the benefits they realised on go-live and subsequently don’t plan the push to ROI as they enter the continuous improvement phase. We also see clients who do not invest in a consistent ROI calculation approach with IT Service Management (ITSM) and the other non-ITSM modules. 

BDO has developed a bespoke ROI model to help our clients continue to drive value out of their ServiceNow investment. This has been designed for organisations that have already implemented one or more modules of ServiceNow.

Our model captures the elements of the platform currently implemented and, using a prioritisation system aligned with your business goals, we are able to provide a recommended continued adoption plan that also includes ROI analysis.

If you are eager to get more out of your platform, with the backing of ROI analysis, please get in contact with us today.