ServiceNow Implementation Maturity Model : How to Achieve Highest Maturity Level?

An enterprise’s success depends on how effective its IT landscape is, how efficiently it can tackle its operational challenges, and whether it can increase its business maturity over time or not. It is always important or rather crucial for business leaders to ensure that their enterprise keeps evolving consistently and that their operations are aligned to the latest market trends. Assessing the organization’s maturity and implementing appropriate roadmaps and a step-by-step approach to achieve stage-wise maturity is the key to business success. 

What is a Maturity Model?

Maturity model is a tool that focuses on the linear development of a company’s operational state from its initial or the current stage of maturity level to the highest level of maturity.

Technological implementations would come into this picture where the stakeholders need to ensure that the technologies/solutions are seamlessly and efficiently integrated into their processes to reach a state where they are handling their business in a more organized manner. And these improvement processes or the road to the highest level of maturity can be finite or infinite depending on what strategies or solutions are being implemented.

That said, gone are the days of traditional business operations. AI and automation are becoming the go-to solution solely because manual processes are time-consuming, inefficient, and highly error-prone. ServiceNow helps enterprises transform and modernize their business operations through automated solutions.

This blog post throws light on how enterprises can advance their business operations with ServiceNow and how the ServiceNow maturity model works.

ServiceNow: A Comprehensive Solution for Enterprises

ServiceNow has been one of the market leaders in providing advanced workflow solutions that leverage Artificial intelligence (AI) and Machine learning (ML) for enterprises. It has been relentlessly focusing on helping enterprises satisfy their customers by replacing age-old processes with new-age solutions.

Enterprise stakeholders can get a better grip on planning and streamlining their workflows with ServiceNow’s automated and intelligent solutions. ServiceNow spreads across improving IT workflows, enhancing employee experience, assisting developers, and satisfying customers in the long run.

Here are some of the ways in which ServiceNow helps enterprises:
  • Aligns IT with business operations seamlessly and enables enterprises in reaching their business goals more efficiently.
  • Reduces or altogether eliminates unnecessary back and forth communication among employees and IT teams.
  • Enables managing and resolving customer service requests instantly through AI chatbots and advanced self-service portals.
  • Assists in managing application vulnerabilities and security threats proactively
  • Helps connect enterprise security and IT teams through a centralized platform to respond to security issues promptly.
  • Bringsbetter governance, enhanced adherence to stringent regulatory requirements, and helps implement advanced risk management strategies.

ServiceNow Implementation Maturity Model:

When it comes to ServiceNow implementation, knowing where to start, how to start, and what to consider becomes crucial to derive maximum ServiceNow ROI. And this requires conducting a maturity assessment of the enterprise to understand at what point it needs appropriate solutions, where the business lacks efficiency, and how the solutions should be implemented. CIOs need to ensure that ServiceNow implementation is well-aligned with their enterprise’s business goals and objectives. To keep going up the maturity curve, it is important to make sure that at every stage of maturity, the management’s capabilities are optimized for seamless ServiceNow implementation and that the personalized action plan does not limit future growth opportunities.

That said, it is sensible to implement ServiceNow one step at a time, experiment, and see what works and whether the implemented solutions act in favor of the enterprise, thereby paving the road to higher maturity.

The 4-Stage Maturity Model for Efficient ServiceNow Implementation

Adopting a maturity model helps identify areas of improvement and change the predominant structure of an enterprise’s business operations from their current state to a more optimized state. While an all-at-once approach can be fast, a phased approach to ServiceNow implementation is essential for assessing potential gaps and achieving the desired outcomes. And, here’s a 4-stage maturity model enterprises can adopt for successful ServiceNow implementation:

Stage 1: Establishing Strong Foundation

The first stage of the ServiceNow implementation maturity model would involve fortifying the foundational aspects of the enterprise’s business operations. When the base is not strong, the whole implementation can go down. This includes aligning people and processes with the implementation plan and strategies.

The company needs to ensure that they implement ServiceNow in the best way to control and have clarity on their technology stack. CIOs would have to initially focus on implementing ServiceNow Configuration Management Database (CMDB) to enable advanced visibility over their enterprise’s IT operations. Without a proper understanding of the components that help deliver business services, it can be difficult to assess where the resources require improvement if any, and how they are configured. Enterprises would have to focus more on implementing the right solutions for managing their IT service incidents and problems.

Stage 2: Modernizing Operational Processes

Once the base is set, achieving the next stage of ServiceNow implementation maturity involves replacing traditional processes. Business leaders should focus on building better governance and Organizational Change Management (OCM).

Implementing ServiceNow IT Operations Management (ITOM) ensures advanced control over an enterprise’s IT operations and depicts how infrastructure components are interconnected and how they help deliver business services. ServiceNow Service Mapping works closely with ServiceNow Discovery to help the enterprise automatically map services with their relevant components. These automated mapping processes provide a host of advantages and help deliver advanced services, thereby setting the stage to enhance the enterprise’s capabilities and eliminate conventional methods of handling business processes.

Stage 3: Transforming Capabilities

In this stage of ServiceNow implementation maturity, enterprises would have to focus on transforming their operations through complete automation and full-fledged ServiceNow solutions. This is where implementing ServiceNow Enterprise Service Management (ESM) can help – enterprises can extend their capabilities across their business and connect IT with other departments and processes with the help of ServiceNow ESM.

More emphasis would be placed on securing business operations from serious threats and software vulnerabilities proactively. ServiceNow Security Operations (SecOps) aims at safeguarding an enterprise from cybersecurity threats and application vulnerabilities effortlessly. The time taken to respond to and resolve security incidents can be largely reduced. Enterprises would be able to withstand and recover from such incidents quickly or in short, transform business processes to be more resilient.

Stage 4: Driving Business Forward:

At this final stage – the highest level of maturity, enterprises would have their IT operations and business processes set up pretty well. ServiceNow would now be efficiently implemented, and enterprises would want to set up appropriate solutions to monitor and have complete control over their solutions and processes. The focus should now shift towards improving business agility and adapting to constantly changing market conditions.
Continuously analyzing the market and the company’s performance by implementing ServiceNow’s Performance Analytics tool is essential to keep upgrading and be in the spotlight consistently.

Wrapping Up

Achieving ServiceNow implementation maturity requires a structured approach and proper direction. When an enterprise doesn’t understand where it is headed and what outcome it expects, it can be difficult to get the expected ROI from ServiceNow implementation.

KANINI, a ServiceNow Premier Partner and a Managed Services Provider (MSP), helps enterprises implement and achieve ServiceNow maturity through a comprehensive and structured process. Reach out to us to know more about our ServiceNow implementation services.

Author

Jason Wischer
Working as an Advisory Consultant with KANINI, Jason Wischer gets to build human connections between processes and technology. Jason’s core focus has been working across the ServiceNow platform providing business advice on implementations with the ITSM, ITOM, ITAM, ITBM, CSM, HAM, HRSD, and security and risk applications. He has drawn from his experience working with several different tools such as BMC, JIRA, and Microsoft M365 to provide a technology-agnostic approach to managing service.