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Maximize Your ServiceNow ROI: Tips for Existing Users

Ramki Venkatraman
Dec 12, 2022 11:13:52 AM

Maximizing your return on investment (ROI) with ServiceNow is easier than you think. As a current user, you've already experienced the benefits of improved efficiency, productivity, and customer satisfaction. But there's still room to push the limits and truly get the most out of the platform. These tips will help you optimize ServiceNow to its fullest potential, elevating your organization to new heights of success:

Review your current usage and adoption

Reviewing your current usage and adoption of ServiceNow is an important step in order to optimize your investment and ensure that the platform is meeting the needs of your organization. Regularly reviewing usage and adoption will also give you a better understanding of how the platform is being used within your organization, and identify areas where improvements can be made.

One way to review usage and adoption is to track key performance indicators (KPIs) such as ticket resolution times, incident response times, and service level agreement (SLA) compliance. These metrics can give you a clear picture of how well the platform is performing and where improvements can be made.

Another way to review usage and adoption is to conduct user surveys and gather feedback from team members on their experience using the platform. This will provide valuable insights into how well the platform is meeting the needs of users, and identify any areas where changes or improvements can be made.

Evaluate potential new use cases

As an existing ServiceNow user, one important aspect of getting the most out of your investment is to regularly evaluate potential new use cases for the platform. While your organization may have initially adopted ServiceNow for a specific purpose, such as IT service management or IT operations management, the platform is highly versatile and can be used for a wide range of use cases.

One way to evaluate new use cases for ServiceNow is to conduct regular reviews of your organization's workflows and processes. Look for areas where the platform could be used to automate tasks, improve communication and collaboration, or streamline processes. You can also take a look at other teams or departments within your organization and see if ServiceNow could be used to support their workflows.

Another way to evaluate new use cases for ServiceNow is to stay up-to-date with new features and functionalities that are being added to the platform, and to see if any of them align with your organization's needs or goals.

Invest in training and support

investing in training and support is a critical aspect of making the most out of your platform investment. Training can help ensure that your team members are proficient in using the platform and are able to take full advantage of its features and functionalities. Additionally, regular training can also help to keep your team's skills up-to-date, which is particularly important as ServiceNow continues to evolve and add new features.

Having access to reliable and knowledgeable support can also be a game-changer for ServiceNow users. Whether it's troubleshooting technical issues, providing guidance on best practices, or helping to optimize your platform usage, a dedicated support team can be an invaluable asset. It can provide peace of mind, knowing that you have access to experts who can help you navigate any challenges that may arise.

Leverage integrations and customizations

As an existing ServiceNow user, one of the best ways to optimize your investment and get the most out of the platform is by leveraging integrations and customizations. ServiceNow offers a wide range of pre-built integrations with other systems and tools, such as IT service management, IT operations management, and enterprise resource planning. These integrations allow you to streamline your workflows, automate processes, and improve communication and collaboration across teams.

Additionally, ServiceNow also offers a powerful platform for customizing the platform to fit the specific needs of your organization. Customizing forms and workflows, as well as using scripting, can help automate repetitive tasks, and make the platform more user-friendly. With the ability to customize the platform to fit your organization's needs, you can ensure that everyone is working with the same data, in the same way, and that the platform is adapted to your organization's specific process.

Measure and track your results

Regularly measure and track your results with ServiceNow to understand the impact of the platform on your business and identify areas for improvement. Use ServiceNow's reporting and analytics tools to track key metrics and evaluate your progress over time. This will help you optimize your usage of ServiceNow and maximize your ROI.

One of the key benefits of ServiceNow's reporting and analytics features is the ability to track and measure key performance indicators (KPIs) for your organization. You can create custom reports and dashboards to monitor metrics such as ticket resolution times, incident response times, and service level agreement (SLA) compliance. These reports can be easily shared and exported, making it simple to share important data with stakeholders and teams across your organization.

By following these tips, existing ServiceNow users can continue to get the most out of the platform and maximize their return on investment.

If you have questions about maximizing your ServiceNow ROI, our team of experts can help. Contact us today to learn more about how we can help you achieve your goals and get the most value from your ServiceNow investment. 

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