Beruflich Dokumente
Kultur Dokumente
The Now Create methodology described below is a proven methodology developed from thousands of ServiceNow implementations. It’s the recommended approach to implementation.
This checklist provides actions for the Initiate phase and for planning for the Prepare phase. It does not provide activities to execute the Prepare, Create, Transition, or Close phases*
but these phases are improved and expedited by this checklist.
5. Close 1. Initiate
The implementation team hands off to the platform Define your objectives, collect prerequisite information,
maintenance team. and define the key processes for implementation success.
4. Transition Now
Gain UAT, training, go-live, and post go-live support. Create 2. Prepare (design for configuration)
Hold workshops to understand your process and platform
needs, finalize the engagement timeline, and refine your
3. Create configuration requirements.
Perform configuration and unit testing.
*Include the activities for the Prepare, Create, Transition, and Close phases in your implementation project plan.
Lack of adoption leadership Poor communication; misaligned expectations; poor adoption; Make sure you have a structured and active implementation
organizational dissent; conflicting priorities; scope creep; leadership framework in place.
requirements churn; and comprised results
Lack of organizational sponsorship Poor communication; moving expectations; missed expectation; Make sure that all affected organizations are onboarded at the
organizational opt out; conflicting priorities; scope creep; start of the implementation, understand the goals, and share the
requirements churn; comprised results vision.
Unmanaged scope of capability Project is seen as a technology project that doesn’t require process Develop a clear value strategy that all stakeholders adhere to
change; capabilities are introduced without a clear link to value— and that delivers clear, measurable value incrementally.
sometimes for capability’s sake; conflicting priorities; scope creep; Executives and stakeholders must keep a close eye on the
requirements churn; compromised results; long implementation scope to make sure it’s balanced with the organization’s
timelines capacity to change.
Over-engineered processes Processes are adopted for process’s sake or to a level of granularity Only follow processes if they demonstrate value and your
that impacts usability; the trade-off between process rigor and value is organization can adopt them. When your approach allows for
not kept in balance; user opts out; compromised results processes to be refined and tightened, your organization is
more likely to adopt the changes and see the impact they
make.
1. If you have a scoped project plan from ServiceNow Expert Services or a ServiceNow certified partner – This checklist helps you align with the ServiceNow best practices that
will expedite readiness and enhance the design phase. Use it in addition to the recommendations provided by ServiceNow Expert Services or the ServiceNow certified partner who
created your project plan.
2. If you don’t have an implementation project plan yet but are interested in what you need to prepare – This checklist highlights the standard steps to prepare for implementation,
outlines the design phase homework, and gives you insight into some of the major decisions you’ll make during implementation design. It also supports estimating the implementation
effort and timeline (with a ServiceNow expert). If you’re in the process of scoping an implementation with an external services provider, use this checklist to make sure you’ve
considered the best practices.
3. If you’re self-implementing – This checklist is for readiness only and doesn’t provide design, configuration, or testing activities. Work with ServiceNow experts with advanced
knowledge of Customer Service Management processes and technical properties, including Virtual Agent, Community, and Knowledge Management, to plan and manage your
implementation. If you don’t have this expertise internally, we recommend a ServiceNow certified partner or ServiceNow Expert Services for planning and assistance with execution.
The action items in this checklist are intended for the implementation owner, who can be a primary business stakeholder, project manager, or other stakeholder who manages the project
management and decision-making processes on the customer side. They don’t have to be a decision-maker but are responsible for making sure decisions are made and executed.
Note: If you’ve already completed some of the activities in this checklist (such as defining your business objectives), skip those activities but document them.
Review Customer Service Management features and functionality Confirm what capabilities you need to ensure value from Customer Service Management
• Read the Customer Service Management overview on the ServiceNow • Consider your use cases for Customer Service Management (if you haven’t already determined
website. Take note of the features, functionality, and benefits of Customer them). You don’t have to confirm all use cases until the design or Prepare phase (Now Create, see
Service Management. Work with your ServiceNow account team to learn slide 2) but you should get an idea of how you want to use Customer Service Management and the
what features and functionalities your existing licenses entitle you to and capabilities you’ll want to implement.
identify any additional capabilities you will need to add. • The Customer Service Management application includes a broad range of customer service
• Review the Customer Service Management product docs. These resources capabilities, including case management for agents and managers and support for external customers
are more technical and provide additional functionality detail. with omni-channel communication and self-service. Additional capabilities can further enhance
customer service:
• Read the The Road To Transforming The Customer Service Experience • The Communities application provides customers and employees with online forums to share ideas,
ebook to better understand how Customer Service Management can help experiences, and solutions.
your organization achieve its goals. • Field Service Management integrates with Customer Service Management to create work orders for
• Consider taking the Customer Service Management Fundamentals course to customer service cases and add case information to work order forms.
• IT Operations Management (ITOM) integrates with Customer Service Management to improve issue
better understand feature configuration and administration.
monitoring, including faster identification and remediation, and auto-creating cases for customers
• Explore the Customer Service Management Community forum for direct even before they are aware of the issue.
access to experts and peers.
• Confirm that you’re currently using the Now Platform ® on the Paris release (or later) or that you’ll be
on the Paris release when you begin implementation. The Paris release is required for capabilities
such as playbooks, used to automate complex customer service processes, and guided decisions to
path customer service agents through a structure troubleshooting process. Review the Customer
Practitioner insight: Integration of IT Service Management with Customer Service Service Management release notes for a full list of new capabilities in the Paris release.
Management enables users to create requests, incidents, problems, and change Here are resources for upgrading, if needed.
records from a customer service case and to resolve reported issues and fulfill
submitted requests. Review our white paper and Quick Answer for guidance on
successfully using ITSM with Customer Service Management.
Learn about security functionality within Customer Service Management Determine your industry and geographical requirements
• Explore the various ways that ServiceNow addresses security: Customer data security and regulatory requirements are determined by your
• Platform access with user authentication or instance restriction industry and operational geography. Data privacy and protection processes need
• Role- and group-based security to be kept up to date with relevant laws and regulations to ensure they remain
• Contextual security (ACLs) compliant.
• Encryption Support
Gather the following before starting your implementation:
• Understand the Customer Service Management security model and differences between internal • Industry-specific data privacy requirements
and external roles.
• National or regional data laws (data sovereignty)
• Determine if you’ll need auditing capabilities.
• Company-specific policies (make sure to capture geographical differences if
• Read our Cloud security FAQ to learn more about how ServiceNow handles data.
they exist)
If you intend on integrating ServiceNow with another system, make sure to
capture any security or regulatory requirements from that system as well.
This Success Checklist is critical and requires additional action items. Here are some
Practitioner insight: If you already have an implementation project plan and you skipped Step
2, be sure you complete Step 2 before you implement. Implementation success and adoption suggested business outcomes and metrics for Customer Service Management to jump-
requires gaining sponsorship from key stakeholders and executives—and aligning with them start your progress:
on business. Make sure your project plan aligns with all outcomes from Step 2. Suggested Customer Service Management business outcomes:
• Improved customer experience
Define your vision, business objectives, and measures of success • Improved customer service efficiency
• Define the vision, business objectives, and measures of success that support your • Integrated customer service and service delivery
overall company objectives. Include your executive sponsor in the process to ensure
alignment to those objectives. Use our Success Checklist* to make sure your vision Suggested Customer Service Management success metrics:
cascades into clear and measurable business outcomes.
• Customer experience – Net Promoter Score, first contact resolution, self-service
• Confirm that the vision, business goals, and measures of success are defined for the use, customer satisfaction score, customer portal use
impact that you can make with Customer Service Management.
• Customer service efficiency – Assignment times, cases resolved per month, inquiry
• Agree on implementation scope based on your vision. Bear in mind that achieving assignment times, inquiry resolute times
your goal may be an iterative process—not accomplished within one project.
• Identify the technical owners for the Customer Service Management implementation
and post go-live support.
• Ask all process users and technical team members who will be involved in Practitioner insight: You won’t know the estimated effort or commitment of resources until the
implementation and post go-live maintenance to complete the implementation scope and project plan are confirmed. See Step 4 for design phase planning and
ServiceNow Fundamentals training and the Customer Service Management playlist consult a ServiceNow certified partner or ServiceNow Expert Services if you’re unsure of what your
before design. resource plan should be.
• A review of organizational change management activities. See slide 11 for OCM • Your technical governance subcommittee should report to your migration
plan development. governance committee or steering group. Establish the rights to make decisions
rights between your migration governance committee and technical governance
• Work with your executive sponsor and Now Platform owner to develop a subcommittee using a RACI.
responsibility assignment matrix (RACI) to establish a common, documented
understanding of the decision rights for the migration project.
• Confirm that your governance team is prepared to define measures of success for
enterprise, IT, and operational objectives. These measures of success should come Practitioner insight: The governance structure you establish for implementation should set an
from the goals and metrics discovered in Step 2. initial baseline for the governance you’ll need for a post go-live operating model, especially to
manage demand. See our resources on governance for additional details.
Document your customer service processes and capabilities Document your technical environment and integration needs
Work with business process owners to document your current customer service workflows, Customer Service Management uses customer account data as well as data for assets,
roles, and responsibilities. products, and service contracts. To prepare for implementation:
• Capture how your support organization is structured, including organizational chart, a • Understand your data strategy and what data you will need to migrate and integrate for
list of different support groups, their geographic location, and hierarchy. customer data (accounts, addresses, contacts) and products, assets and contracts.
• Map out the customer experience, detailing the customers and products you’re supporting, • Determine if you will need to migrate existing customer case history or Knowledge articles
and the services you provide to support your customers (e.g., report issues, submit service from another system into Customer Service Management.
requests, self-service knowledge base). • Identify other enterprise applications you use that impact Customer Service Management
• Understand your customer communications channels, what channels you have (e.g., workflows, specifically Sales Management / CRM and ERP.
email, web portal, chat), how you receive most of your inquiries, and how you
Many customers integrate with external systems. Common use cases include:
communicate with customers to resolve support cases.
• Using Adobe Experience Manager to extend knowledge management capabilities and
• Document case management requirements including standard business processes for
deliver a pre-integrated web experience for external customers.
support business units, the types and volumes of cases and request types, how you triage
cases, and the resolution process. • Managing workflows via email with the Microsoft Outlook plug-in.
• For service management integration, review your service management capabilities • Visit the Customer Service Management product documents for a full list of integrations.
(incident, problem, change, request) to understand how you manage product/service • Review our Implement integrations with ServiceNow checklist.
configuration, changes, defects, and outages as part of your support process.
1) You have a scoped project plan from ServiceNow Expert Services or a ServiceNow certified partner – Share the outputs from this checklist with ServiceNow Expert Services or
your certified partner to make sure the activities in your project plan reflect your checklist findings. You’ll use the checklist outputs again during implementation execution, when
you confirm your final design and resource plan.
OR
2) You do not yet have a project plan but are interested in what’s required to prepare – Use the outputs from this checklist to inform your decisions when choosing a services
partner and to make sure you get the most value out of Customer Service Management.
OR
3) You plan to self-implement – If you have internal ServiceNow experts with advanced knowledge of Customer Service Management processes and technical properties, then use the
checklist outputs to expedite implementation kick-off and to enhance the design phase. If you don’t have this internal expertise, contact a ServiceNow certified partner or
ServiceNow Expert Services to initiate project planning.
Note: Our experience shows that most organizations do not have sufficient expertise to self-implement and should instead work with ServiceNow Expert Services or a ServiceNow
certified partner to continue.
Related resources
• Explore Customer Service Management (Check the “Resources” section on this page for analyst reports, infographics, ebooks, and webinars.)
• Success Playbook – Using ITSM with Customer Service Management
• Success Quick Answer – How do I use ITSM with Customer Service Management?
• Success Quick Answer – What digital workflows are key to customer service management?
• Now Community – Customer Service Management Forum
• Now Learning – Customer Service Management Fundamentals (Now Learning login required)
Strategic
Best practice insights
from customers, partners,
Critical and ServiceNow teams
processes
Practical Actionable
Expert
Management insights Technical Based on thousands of
successful implementations
Common across the globe
pitfalls and
challenges