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14 Best Practices for ServiceNow Implementation

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ServiceNow is an extensive Information Technology Service Management (ITSM) suite that provides businesses with integral services on a single platform. ServiceNow is one of the best ITSM plans today. It offers a range of management solutions in workflow for several organizations.

ServiceNow is a robust ITSM platform that integrates universally and offers extensive customization options. To get the full benefits of the technology, it is essential to implement ServiceNow effectively. There should be no gap in the implementation of ServiceNow.

Businesses must know the impact of ServiceNow. If not well understood, it can create disruptions in operations. The technology needs to be customized to suit the organization’s needs in its implementation. Also, the employees must be trained on the technology to get the most out of it.

ServiceNow controls all workflows throughout a business – including those in IT, finance, and human resources – to create a unified experience. As a result, all key team members, not just the IT department, will be responsible for its implementation and continuous operation. ServiceNow improved IT productivity by 20% or more with structured machine learning to automate routine tasks. 

The implementation phase is where the majority of ServiceNow adventures fail. Let’s dig deeper and understand the best practices for successfully implementing ServiceNow.

What is ServiceNow Implementation?

ServiceNow implementation refers to deploying and configuring the ServiceNow platform within an organization. The platform is designed to help organizations automate and streamline various business processes, including IT service management, human resources, customer service, and more.

The implementation process typically involves several key steps, including defining business requirements, configuring the platform to meet those requirements, importing data and integrating with other systems, testing and validating the implementation, and providing training and support to end users.

Successful implementation of ServiceNow can help organizations improve efficiency, reduce costs, increase productivity, and improve the overall quality of service delivery. However, implementing ServiceNow can also be complex and challenging, requiring careful planning, expertise, and a deep understanding of the platform’s capabilities and best practices.

As such, organizations need to work with experienced ServiceNow partners who can provide guidance and support throughout the implementation process, from initial planning and design to go-live and post-implementation support.

By following best practices and working with experienced partners, organizations can increase the chances of a successful implementation and realize the full benefits of the ServiceNow platform.


ServiceNow Pre-Implementation Best Practices:

ServiceNow Pre-Implementation best practices

The following are the top 5 ServiceNow Pre-Implementation best practices that companies can look up to:

1. Set a Defined Roadmap:

Creating the ServiceNow implementation roadmap is the first step in the ServiceNow deployment process. The implementation design must outline specific objectives and supporting applications and processes.

Considering that ServiceNow will be at the heart of an organization’s digital ecosystem, which will manage several business applications, it shouldn’t be a rushed project.

A prioritized list of applications and procedures that support each target group must be mapped onto the ServiceNow platform. Organizations can start implementing ServiceNow once the critical processes are planned and identified dependencies.

2. Check for compatibility:

You need to check the software compatibility to ensure your ServiceNow implementation goes smoothly. This will ensure that you get the most out of ServiceNow and that there won’t be any added stress. Compatibility must be done from two angles – IT team & End-user Compatibility.

To ensure that your company’s IT infrastructure is compatible with the implementation of ServiceNow, your IT team will perform a compatibility test. After that, they will check the compatibility of the end-users with the software and ensure that the whole system is stable and secure.

3. Use built-in configurations:

Customizations take time and effort to create and maintain due to the testing required. Instead, make use of ServiceNow’s built-in configurations.

The ServiceNow ITSM Guided Setup is a great place to start because it guides you through the process of configuring all of your basic ITSM applications. It’ll also walk you through setting up the Configuration Management Database (CMDB), Service Catalog, and other advanced ITSM features when ready.

Irrespective of your business size, ServiceNow implementation must be configured based on your existing business workflows and processes. The business can get desired results after deployment by ensuring a standardized configuration and customization.

4. Address Stakeholders concerns:

A disconnected team contribution will undoubtedly pave the way for interruptions and difficulties once ServiceNow goes live, which may create huge chaos after implementation. This is why it is vital to understand stakeholders’ concerns and pain points before ServiceNow implementation.

According to Kimberly Silva, CEO of FindPeopleFirst,

“Upgrades are typically effortless and inexpensive if you can accomplish Stakeholder concerns. If you’re unable to do so, you’ll wind up spending a fortune on extra work to keep things running.”

When it comes to successfully integrating ServiceNow, internal employee adoption is crucial. When an organization’s team is transparent, implementations are successful. The company should not install ServiceNow until it is certain that the staff would welcome the move with open arms. After that, the company’s top executives should agree on how to roll out ServiceNow uniformly and without causing havoc.

5. Get Expert’s buy-in

Expert’s or leaders’ governance provides a framework for making sound business decisions. It assists key personnel in understanding business requirements, implementing ServiceNow, and running projects orderly.

A solid governance model, including a platform support team, enables the ServiceNow platform to scale. The leadership of an organization should ensure that they consult with a ServiceNow technology partner who will access the organizational infrastructure and advise on the way forward.

Once ServiceNow implementation is over, businesses must perform an ongoing performance assessment to identify and resolve ineffectiveness. Lastly, companies must ensure the platform can handle continued expansion and is scalable.


ServiceNow Implementation Best Practices:

ServiceNow implementation best practices are crucial for organizations that want to leverage the platform’s capabilities fully. By following these best practices, organizations can ensure a successful ServiceNow implementation, achieve their business goals & gain a competitive advantage:

1. Define the business problem:

The first step in any ServiceNow implementation is defining the business problem you are trying to solve. With a clear understanding of the problem, selecting the right solution and configuring ServiceNow properly will be easy.

2. Select the right solution:

A variety of ServiceNow solutions are available, so it is important to select the one that best fits your needs. If you are unsure which solution is right for you, ServiceNow offers a free trial to try out the various options before making a decision.

3. Configure ServiceNow properly:

Once you have selected the right solution, it is important to configure ServiceNow properly. This includes setting up users, groups, roles, and permissions and configuring the various modules to meet your specific needs.

4. Define your goals:

Before implementing ServiceNow, identify your goals and objectives. Determine how the platform will fit into your existing workflows and processes. It’s important to understand what you want to achieve with ServiceNow clearly.

5. Train your users:

Training your users on how to use ServiceNow before going live is important. This will ensure that they can take full advantage of the features and functionality of the platform. Training can be done through various methods, including online tutorials, webinars, and in-person training sessions.

6. Start small & scale up:

It’s important to start with a small, manageable project before implementing ServiceNow across your organization. This will help you learn the platform and identify any issues that may arise. Once you’ve ironed out any problems, you can scale up your implementation.

7. Involve stakeholders:

Involve key stakeholders in the implementation process, including end-users, IT staff, and business leaders. This will help ensure that everyone is invested in the project’s success and that the platform is being used effectively.

8. Customize wherever necessary:

ServiceNow is a highly customizable platform, but balancing customization with simplicity is important. Avoid making too many customizations, as this can make upgrading to newer versions of the platform difficult.

9. Leverage out-of-the-box functionality:

ServiceNow offers a range of out-of-the-box functionality, which can be used to achieve your goals without building everything from scratch. Take advantage of these features where possible, as they can save time and effort.

10. Focus on data quality:

Data quality is crucial for the success of any ServiceNow implementation. Ensure your data is accurate, consistent, and up to date before migrating it to the platform. This will help ensure that your processes and workflows run smoothly.

11. Go live gradually:

Rather than going live with ServiceNow all at once, it is best to implement it gradually. This will allow you to make any necessary changes before a full switchover. Additionally, it will give your users time to get comfortable with the new platform before using it for all of their work tasks.

12. Monitor and adjust as needed:

Once ServiceNow is up and running, it is important to monitor its use and make adjustments as needed. This includes changing configurations, adding new features or functionality, or even changing how users access the platform.

13. Stay up-to-date on updates:

ServiceNow regularly releases updates for its platform, so it is important to stay up-to-date on these updates. These updates often include new features or functionality, bug fixes, and security enhancements. By keeping your platform up-to-date, you can ensure that you are always taking advantage of the latest features and getting a better end-user experience.

14. Seek help when needed:

If you run into any problems during your ServiceNow implementation or afterward, several resources are available to help you resolve them. These resources include the ServiceNow community forums, online documentation, and customer support.


Importance of Implementing ServiceNow Best Practices:


Source: Acorio

Implementing ServiceNow best practices is important for organizations that want to maximize the platform’s value and ensure it is used effectively. There are several key reasons why implementing ServiceNow best practices is so important, including:

  • Improved Efficiency: By following best practices for ServiceNow implementation, organizations can ensure that the platform is configured and used most efficiently. This can save time and reduce costs while improving productivity and enabling employees to focus on more strategic tasks. 
  • Reduced Risk: Implementing ServiceNow best practices can help organizations reduce the risk of errors, downtime, and other issues that can impact the performance and reliability of the platform. By following established best practices, organizations can ensure the platform is secure, stable, and reliable, minimizing the risk of data loss or other problems. 
  • Increased Adoption: ServiceNow best practices can also help organizations increase user adoption and engagement with the platform. By providing adequate training and support, establishing clear policies and procedures, and ensuring that the platform is user-friendly, organizations can encourage employees to adopt the platform and leverage its full range of capabilities. 
  • Better Decision-Making: ServiceNow’s best practices can help organizations make better decisions by providing access to accurate, up-to-date data and insights. By ensuring that data is properly captured and stored and that processes are streamlined and automated, organizations can make more informed decisions and improve their overall performance. 

Implementing ServiceNow best practices is essential for organizations that want to maximize the platform’s value and ensure it is used effectively. By improving efficiency, reducing risk, increasing adoption, and enabling better decision-making, organizations can realize the full benefits of the platform and gain a competitive advantage in their industry.


ServiceNow Training Made Simple with Apty:

ServiceNow implementation best practices emphasize equipping employees with the skills to operate the platform effectively. When implementing ServiceNow, it is essential to consider the diverse range of employees and departments that may benefit from the platform. To ensure successful adoption, it is crucial to provide sufficient training to equip employees with the necessary skills to utilize the platform’s unique features.

One recommended best practice for ServiceNow implementation is to utilize a Digital Adoption Platform (DAP) such as Apty. Apty’s Digital Adoption Platform offers an effective solution for simplifying the employee learning process, providing contextual in-app guidance, & ensuring process compliance.


Apty offers contextual In-app guidance and in-app alerts to assist users in connecting with ServiceNow. By analyzing user behavior, Apty can identify areas that require additional support and confirm that each step is followed accurately. This significantly reduces the initial training time and minimizes the required support. As a result, employees can quickly adapt to ServiceNow and realize the full benefits of the application.

Apty has a tremendous impact on cutting down on initial training, assuring a continual ServiceNow learning process, and minimizing the quantity of support needed. By simplifying the employee learning process and providing In-app guidance, Apty can help them quickly adapt to ServiceNow and realize the full benefit of the application.

With Apty’s analytics, goal tracking, onboarding, training, and business process compliance features, organizations can ensure they are maximizing the full potential of the ServiceNow platform. By incorporating Apty into your ServiceNow implementation strategy, your organization can experience a seamless, & successful implementation process with a higher ROI & competitive advantage.

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Revanth Periyasamy

Revanth Periyasamy

Revanth is a B2B Marketer who has a definite flair for outreach and networking, alongside being a prolific writer. As an author, he enjoys exploring all things related to about digital adoption and transformation. When the 'B2B Marketing ninja' mask is off, Revanth is an ardent tech geek, a lover of road trips and sports enthusiast who plays badminton, cricket or any sport, really!

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