Navigating Digital Transformation: A Roadmap for Your ServiceNow Journey

Do you know what’s better than climbing a mountain? Reaching the top of a digital transformation peak! And if you’re using ServiceNow, you can do it faster and cheaper than with any other alternative, according to Forrester Research. ServiceNow facilitates the rapid construction of cloud solutions, automating a large number of intricate compliance workflows in just half the time and at a third of the cost of the competitors. But here’s the catch – the stats don’t reveal the real secret to success…

Source: ServiceNow

How a ServiceNow Roadmap can help you climb the digital mountain?

When embarking on a journey, it’s crucial to have a plan in place to ensure that you reach your destination. This is especially true when it comes to digital transformation and the implementation of a ServiceNow platform. Building a roadmap for your ServiceNow journey is like planning a trip to climb a mountain. You are a traveller, and just like with a mountain climb, you need to know everything about what’s going on to plan ahead.

What does it involve? You should consider the weather conditions, the itinerary, the team members, and the ultimate goal. Similarly, when building a roadmap for your platform, you need to take into account all the necessary details. What are the stops on the way? What are strategic goals, the needs, and what is required to reach your goal?

Source: ServiceNow

Many companies may not be fully prepared to leverage ServiceNow’s features and capabilities. With a roadmap, your organization can gain a clear understanding of its readiness for this transition, assess the availability of necessary resources, and track its progress in the process. This is how you can avoid wandering aimlessly without a clear destination. I believe that every company should prioritize this essential step for moving forward.

Sylwester Jassa, Presales Manager & Solution Consultant

It’s important to remember that just like climbing a mountain, you may not always be able to see your end destination clearly. For example, the ROI for your ServiceNow may be obscured by clouds. This is why having a strategic overview and a roadmap is so crucial. It helps you navigate the journey and ensures you don’t get lost along the way.

Source: ServiceNow

ServiceNow digital transformation

So, what exactly is a Roadmap? It is a strategic plan that outlines the steps required to achieve your business goals. As a visual representation of your organization’s journey toward a desired outcome, it helps you identify the key milestones, resources, and timelines required to reach that goal. 

A well-prepared roadmap should consist of a clear vision, business justification, and a plan for execution. This way, you can get a valuable tool to help other stakeholders in the company see the usefulness and point of the ServiceNow implementation. 

We have mapped 8 steps to follow when building a ServiceNow roadmap:

Assess your current state

Conduct a Digital Maturity Assessment to evaluate your organization and business strategy’s current state and identify the gaps and challenges to understand where you stand in terms of digital maturity and what steps you need to take to move forward.

>> Read more about DMA here <<

Identify the roadmap components

Based on the assessment results, identify the components, such as process improvements, technology updates, product ideas, resource requirements, and organizational changes.

Prioritize the components

To effectively prioritize the components of your roadmap, consider their importance, urgency, and impact on achieving your goals. This approach ensures you allocate the necessary resources and effort to focus on the most critical components of the overall strategy.

Define the roadmap phases

Divide the components into phases based on their dependencies and timeline. Each phase of the development roadmap should have clear objectives, timelines, and success metrics.

Identify the stakeholders

Identify who will be involved in the roadmap, development process, and implementation, including the executive sponsor, project manager, functional leads, technical leads, and end-users.

Build the roadmap

Document the objectives, components, phases, timelines, success metrics, and stakeholders. Use a visual format, such as a Gantt chart, roadmap view or timeline, to make it easier to understand and communicate.


Tell about the project roadmap to all stakeholders and spread it across the organization to buy-in and support from all parties involved.

Update and monitor the roadmap

Regularly review strategy roadmap and revise the roadmap based on feedback, shifting priorities, and emerging challenges. Keep a close eye on the progress of the roadmap and measure success metrics to ensure that you remain on course towards achieving your objectives.

Source: ServiceNow

With the above steps, you can create a customized ServiceNow roadmap that aligns with your organization’s unique objectives and requirements. This roadmap will pave a distinct way for the entire company to reach success, providing clarity and direction toward the intended destination.

Preparing for the digital future with the right product strategy

Simply purchasing the most expensive ITSM system on the market isn’t enough to ensure success. It takes careful, strategic planning, and preparation to be truly ready for the climb ahead. A roadmap allows you to assess your organization’s readiness for change, determine whether you have the necessary resources, and identify where you currently stand in the process.

With a well-designed roadmap, you can navigate the terrain of digital transformation, integrate new systems, automate workflows, and achieve a positive return on investment. 

Building a roadmap is like embarking on a thrilling adventure where you discover new terrains and new peaks. With a clear plan in hand, you will feel ready for the future and be able to tackle any challenge that comes your way. Remember, a roadmap is not a magic solution but rather a reliable way to achieve success and reach your ultimate goals.

Sylwester Jassa, Presales Manager & Solution Consultant

So, building a roadmap after DMA for your ServiceNow is crucial to achieving your organization’s goals. It provides a clear direction and shared understanding of the platform, enhances transparency and communication between stakeholders, facilitates better and well-informed decision-making, and helps you stay focused. With a roadmap, you will be able to achieve your digital transformation goals, maximize your ServiceNow investment, enhance your overall organizational performance and stay competitive. 

A high-level strategy roadmap is essential to unlocking the full potential of your ServiceNow investment. A well-crafted roadmap outlines future initiatives, aligns with your business strategy, and defines a clear strategic vision. The road mapping process provides the big picture, ensuring that each step towards achieving the project’s goals is purposeful and intentional.

Adam Bernas, Chief Product Officer, CMA
Source: ServiceNow

Can you imagine climbing Mount Everest without the help of experienced Sherpas? We certainly can’t! That’s why we’re here to help you build a roadmap for your platform and enjoy the journey toward your ultimate goal. Our team can help you with product vision, measure your strengths and intentions and find the perfect climbing trail for you, and complete it with the right stops and support. Contact us today. Let us guide you to success with your ServiceNow and create a roadmap with us.

ServiceNow Digital Maturity Assessment – what’s next? Get ready to build a Roadmap!

So you have completed your Digital Maturity Assessment for your ServiceNow platform. That is great! However, did you know that 7 in 10 clients (based on our observations) stop at this stage? Perhaps it’s because they don’t know what to do next or don’t have the necessary resources to take action. To fully benefit from your DMA and achieve better ROI, the next crucial step in your digital transformation journey is building a Roadmap. But why is it necessary, and what exactly does it entail? Let’s dive into it.

Source: SPOC

Digital Maturity Assessment as a starting point for a ServiceNow platform ROI

You’ve evaluated your company’s proficiency in utilizing digital technologies to support its business objectives. Now you understand how your company is currently using the ServiceNow platform. Thanks to DMA, you identified opportunities for improvement that will enable you to leverage your solutions to drive business value in a better way. 

Source: Gartner „CFO Perspective on the 2022 CEO Survey”

Building a ServiceNow roadmap is about more than just implementing technology – it’s about creating a strategic plan that aligns ITSM processes with business objectives. By weaving together the threads of systems, departments, processes and strategies, a ServiceNow roadmap becomes the roadmap for success.

Sylwester Jassa, Presales Manager & Solution Consultant
Source: ServiceNow\

The creation of a Roadmap ensures that your organization focuses on the key areas that require improvement, specifically in ITSM systems, and enables a strategic approach to technology implementation. By aligning business objectives with digital capabilities, the Roadmap becomes an essential tool for achieving success in digital transformation. It provides a clear vision of the steps needed to close gaps and seize opportunities, allowing for streamlined and efficient implementation of technology solutions. In essence, the Roadmap is the crucial link between the DMA’s insights and the realization of your organization’s digital goals.

Source: ServiceNow

Roadmapping in ServiceNow enables businesses to design and plan productive digital IT workflows that align with their overall objectives. With the latest Now Platform release and support for next-generation technologies, ServiceNow provides professional planning and design capabilities to help businesses stay ahead of the curve.

Adam Bernas, Chief Product Officer, CMA

What is a Roadmap, and what is not?

Simply put, a Roadmap is a strategic plan that outlines the path to achieving your goals within ITSM implementation. In the context of your ServiceNow platform strategy, a Roadmap will help you prioritize your initiatives, identify dependencies, and allocate resources effectively. It will also provide a clear and concise view of your organization’s digital transformation journey and help you communicate it to stakeholders.

Source: SPOC

Roadmaps are surely not solution-oriented. It is not giving you answers on how to do it, but rather what are your general goals, destinations, and phases to achieve that ultimate goal which would be a successful ServiceNow implementation and high ROI. 

Without a Roadmap, your company risks stagnating and falling behind in the ever-evolving digital landscape. You may continue facing the same inefficiencies, limitations, and challenges the DMA highlighted. By not taking action and building a Roadmap, you miss out on the opportunities for growth, optimization, and innovation that the ServiceNow platform provides to businesses.

How to build ServiceNow Roadmaps?

Building Roadmaps involves several key steps. First, you need to define your vision and objectives. What are your long-term goals, and how will your ServiceNow platform help you achieve them? Next, you’ll need to assess your current state and identify gaps. What areas of your platform are functioning well, and what needs improvement? Based on this assessment, you can prioritize your initiatives and develop roadmaps with a timeline for implementation.

Remember that it is not a stiff set of rules but a living document that should be updated regularly to reflect changes in your organization’s priorities and capabilities. By continually assessing your progress and adjusting your Roadmap as needed, you’ll be able to stay on track and ensure that your digital transformation journey is a success. 

During the Roadmap building stage, your company will identify the high-level initiatives necessary to achieve its digital transformation goals. These initiatives may include process improvements, technology enhancements, and organizational changes. The Roadmap outlines each initiative’s timeline, resources, capabilities, and dependencies, allowing your organization to prioritize the efforts and allocate resources effectively.

Highway to Hell or Roadmap to ROI?

We have seen far too many companies that invested significant money in implementing the most expensive ITSM system on the market, treating it as the goal itself. It opened a “highway to hell” for these companies as they did not analyze, prepare or implement the platform in a systemic and well-thought-out way.

Adam Bernas, Chief Product Officer, CMA

The truth is that by following a Roadmap, companies can systematically address their digital transformation goals and track their progress. They can identify and mitigate risks, adjust their priorities as needed, and ensure alignment with their customers and overall business objectives.

Source: SPOC

As we previously discussed the importance of DMA here, we believe that taking the step afterwards is as crucial to the successful implementation. Your company needs to build a Roadmap to implement your DMA findings and achieve digital transformation goals.

Without a Roadmap, you risk losing out on the opportunities and benefits the ServiceNow platform can provide your business. As we constantly help our clients build such Roadmaps, do not hesitate to contact our specialists at SPOC.

Service Portal with an Instagram Feel? Design cues in the social media era

In today’s digital age, user experience is the key. A well-designed portal can drive user engagement and satisfaction, leading to higher adoption and a more successful platform. One way to create a satisfying user experience is to incorporate elements of popular social media platforms, like Instagram, into the design. At the end of the day, most of the Service Portal users are social media users, aren’t they?

Common user complaints about ServiceNow user experience

Service Portals are an essential part of organizations using ServiceNow, but from a user perspective, they can often present challenges and feel simply unpleasant. The most common issue is connected to poor navigation, with not-appropriate labelling and categorization making it hard to find the right information or complete tasks efficiently. Since Service Portal is slowly being withdrawn by ServiceNow it’s worth considering to Employee Center – here you can find out three reasons why you should start the migration.

Image: Out of the box Service Portal

Image: Example of well structured Employee Center

According to a survey by Adobe, 38% of users will disengage with a webpage if they find the content or layout unattractive. Unfortunately, many Service Portals suffer from unappealing visuals, a lack of visual hierarchy, and ineffective use of colour, typography, and graphics. These issues can cause the portal to feel outdated, lowering user confidence in its purpose and functionality. Applying proper user experience knowledge, however, can draw users back in and create an enjoyable, easy-to-follow design.

Discover 7 ways to improve your Servicenow Platform User Experience in >>EBOOK<<

Losing user’s trust

Keep in mind that first impressions matter and most users form an opinion about your webpage or portal in under a second, influencing their decision to stay or leave. If they leave due to a negative user experience, statistics show that 88% are unlikely to return to the site. While users may need to return when the portal is part of their workspace, a poor user experience can compound negative feelings towards your Service Portal.

Many of our clients come to us frustrated by the low usage of their Service Portal, and we see firsthand how this can be directly attributed to poor design choices. A non-intuitive and unhelpful design can make it difficult for users to find the necessary information. If the design is unattractive, users accustomed to more visually appealing sites such as social media platforms may quickly dismiss the portal and its intended purpose.

Jacek Witek, UX designer at SPOC

Low rate of engagement

While the visual aspect is essential, it’s not the only factor contributing to a successful Service Portal. Unintuitive design and illogical user paths can lead to frustration, poor user experience, and, ultimately, low adoption rates. Conducting thorough user research to understand user needs and tailor the design to their specific requirements is essential to avoid these issues. By prioritizing user-centred design, you can increase adoption rates and set your Service Portal up for success.

Image: User-centered subcategorization

Giving up on the service portal

What’s the worst that can happen? Service Portal users in your company who are accustomed to the visual, usability, and accessibility standards of social media may give up on using a platform that doesn’t meet their expectations.

We all experience the same frustration when we enter e-commerce or any other websites that seem unintuitive. We don’t like feeling confused or lost. A tool designed to solve our problems should avoid creating more drama. How many times have you abandoned a cart of products because you couldn’t find the right button to make a payment? The same thing happens when using the Service Portal if it is not designed with UX in mind.

“We have a great tool – people just don’t use it”. Sounds familiar? Watch 3 ways to improve your ServiceNow usability and user experience in our >>VOD<<

Taking design cues from Instagram: best practices for UX in the Social Media era

Instagram is known for its simple, clean, and visually-appealing design. Users love its bright colours, bold typography, and user-friendly interface. Is there any way to translate that successful way of designing and experiencing a digital place into something as serious as a Service Portal? 

The importance of UX design in ServiceNow ServicePortal lies in the power of the tools and features developed to recognize and support users’ needs dealing with complex processes. By providing a user-based approach to building and measuring steps and options, ServicePortal enables organizations to provide seamless, efficient, and effective solutions for their customers.

Jacek Witek, UX designer at SPOC

Image: Simple Service Portal login page designed for visual appeal

Visuals & Colours

There are a few design elements to consider to create an Instagram-like feel in the Service Now Portal. First, let’s focus on the colours. Instagram is famous for its bright and cheerful colour palette, which is a departure from the traditional corporate blue and grey colour schemes. A portal with an Instagram feel would go for bright, bold, and vibrant colours that are consistent throughout the design.

Image: Onboarding portal utilizing vibrant brand colours

Discover how to attract users to your ServiceNow and what questions should you ask yourself


Next, the typography should be clean and easy to read. Instagram’s typography is simple and uses a sans-serif font, making it easy to read on any device. Using clear, easily-readable and visually appealing fonts could be another hint.

Image: Helpdesk portal before a redesign

Image: Typography and visual improvements on the helpdesk portal


Instagram’s design emphasises clarity, visual impact, and instant information decoding for users. One way to achieve the same effect is to simplify the design and layout of the portal, allowing users to scan and find the information they need quickly. As Da Vinci once said: simplicity is the ultimate sophistication. Especially when it comes to design! That is why by following the Insta-logic, you could minimise clutter, ensuring that key features and functions are easily accessible.

Image: Instagram’s post in a modal window


What about the effective categorisation of content? Instagram’s design makes it easy to navigate through different content categories, such as posts, stories, and reels. You can apply a similar categorisation approach to your Service Portal by grouping related content and creating intuitive navigation to help users quickly find what they need. An easy way to do it is to use clear and concise category labels and utilise icons and other visual cues to differentiate categories. As a consequence,  portal navigation and finding the information becomes a breeze. This can enhance the user experience and improve the company’s engagement and adoption of the Service Portal.

Image: Example categorization in an Employee Center portal

Image: Example of how categorization looks on Instagram

Service Portal for millennials

The Instagram platform has become an undisputed visual design and user experience leader. With millions of users and a highly engaged community, it is no wonder that Service Now designers are looking to incorporate the same “Insta-feeling” into their designs.

By taking a cue from Instagram’s design clarity, easy way of scanning and instant information decoding, Service Portal can become a user-friendly platform that is focused on visual impact. The benefits of an “Insta-style” ServicePortal design are clear: users engage with the portal more happily, and the portal can become a more integral part of their daily routine, especially if your target group is millennials or generation Z.  This increased engagement can lead to higher usage, better ROI, and a more satisfied user base.

At SPOC, we have seen first-hand how an “Insta-style” Service Portal design can make a difference. By incorporating Instagram’s design elements and user experience into our Service Now portals, we have noted a significant increase in user engagement and adoption. So, if you are wondering if an “Insta-feeling” is possible on your Service Now platform, our answer is: yes, it is, and it can become very profitable for your organization. Let’s do it together.