Why and when a ServiceNow platform assessment makes sense

Organizations that have been running the ServiceNow platform for a while know how to use it. They have a clear purpose for the use of the platform as they had previously defined its goal, considered critical Success Factors and trained users accordingly thus covering the full “Tool, Process and People” scope.

However, all flows, nothing stays: people change positions, leave, and new come on-board, management adjust strategies and set new overall objectives, organizations restructure, new teams are formed, and perhaps you have just been given responsibility for ServiceNow.

You want to give your implementation a second wind, maybe with a vision of transforming the way the people work. In such a context, it might make sense to compensate for a loss of “ServiceNow memory” with an objective platform assessment to start your journey.

What is a ServiceNow Platform Assessment and why should I do it?

An assessment is a systematic examination and evaluation of how state of affairs comply with or compare against something: typically policies, standards, or best practices. Depending on context-specifics and the scope, adequate methods for performing the assessment are determined.

A ServiceNow platform assessment gives you a comprehensive picture of the fitness for purpose and fitness for use of your current ServiceNow environment and implementation. It allows you to consolidate your existing foundations by identifying and addressing points for improvement.

What does a ServiceNow Platform Assessment include?

There is no exact one-size-fits-all answer to this question, as each organization’s context is unique. The scope of the assessment will depend on factors like: time since first go-live, processes (ServiceNow applications) deployed, depth and breadth of usage, existing integrations, etc.

Nevertheless, at Fruition Partners, we consider an assessment approach should be generic and independent from the scope. We structure it around the following 3 areas: strategy, functional, and technical. The areas are closely related and flow logically top-down, but each area can be covered separately:

Strategy Assessment –  the objective is to elicit and make explicit the IT service management background and current situation. The underlying rationale is the “goal-cascade”, i.e. Organization goals => IT goals => ServiceNow goals.

Functional Assessment – Implemented ServiceNow applications are examined and evaluated against field-proven experience and best practices to determine their fitness for purpose. If strategy assessment input exists then findings include their contribution, or not, to ServiceNow goals.

Technical Assessment – The landscape/platform is examined and evaluated against field-proven experience and best practices. 6 quality domains (errors, manageability, performance, scalability, upgradeability, usability) are covered to determine overall fitness for use.

Quick check to spot if a ServiceNow Platform Assessment is something for you
If what has been said above resonates with you, then you should consider a platform assessment. The following quick check can help clarify remaining doubt, or get in touch to learn more.

Take the test!

Mikael is a versatile “IT all-rounder” with strong theoretical background and practical experience in application development and maintenance; data center/infrastructure operations and support; and service management process governance. He joined the company 4 years ago and works as Manager of Strategy & Advisory services. In his role, he develops methods and tools that help IT organizations navigate the road ahead and improve their performance.
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