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.

How to improve the work-from-home experience with ServiceNow?

The last three years and the COVID-19 pandemic disrupted the way we work. Despite the vaccinations, the World Health Organization has said that Europe will experience a challenging autumn and winter of 2022/23 with the new infection wave. How can your company be prepared for another potential work-from-home season? What are the best practices to improve self-service?  

Hybrid is the new normal

The digitization of the workplace has been one of the most impactful trends of the last decade. In 2021 Okta pointed out in their report that the average amount of apps at organizations has increased by 22% in the past four years. Many of these solutions were introduced to provide easy self-service to employees. More apps mean more problems and increased work for service desks. But the higher number of tickets hasn’t been the only challenge during the pandemic.  


Most companies addressed arising issues with data security, time tracking, and workplace safety by creating work-from-home policies. ServiceNow platform did everything to ensure employees’ flexibility and safety, having a home office or hybrid work environment. For example, a ServiceNow plug return-to-work product has been widely used by companies like Uber or Bank United, allowing them to shift from 100% remote working to hybrid mode safely.  

Predictive Inteligance
Source: ServiceNow
Predictive Intelligance

More than that, ServiceNow offers automation systems, workflow handling, and new ways to digitize processes usually done in person before. From an IT perspective, the most important elements to address are IT support and service desk team agility, making work from home much easier for the employees. Ensuring a business continuity plan for remote work scenarios is a safe way of facing the possible new COVID-19 waves.

Service management at its best with an office-in-a-box solution 

Different pandemic restrictions forced the business world to introduce change and remote work quickly. Facing this challenge, one of our clients reached out to create a tailored home office solution for the company employees. This leading supply chain solution company utilizes high-quality infrastructure, modern facilities, and proven IT systems like ServiceNow to meet and exceed the expectations of its customers.  

During several lockdowns, the company employees had to perform their duties from home. The managers saw how important it was to provide employees with a working environment and to keep efficiency levels high. That’s when the idea of creating a dedicated platform to order home office supplies was born.  

The collaboration with our client on this project has been very enjoyable. Responsiveness and knowledge from customer side part allowed us to create a novel solution fit for our times.

Magdalena Kurzymska, Project Manager at SPOC

We approached this idea with an MVP solution, choosing CSM customization to ensure high speed to market. CSM is a great choice to support several external users and company clients. The solution allowed people to order all the equipment needed for their remote work environment and resulted in quick service delivery. It made the process smooth and effortless without losing any additional time, improving both service desk staff work and employee experience.  

Automation, artificial intelligence & self-service 

As mentioned before, remote or hybrid work setup results in many IT tickets from the users. Usage of new software, VPN, and connection poor quality create an accumulation of cases that service desks need to cope with. How to handle the ticket pile-ups in the most effective way? Technology can help overworked service desks by automatically resolving common service desk questions and 24/7 availability for all users.  

Source: ServiceNow

With ServiceNow Virtual Agent, these numbers can significantly go down. Self-service solutions like chatbots responding to users’ questions and assigning tickets automatically save time on both service desks and users’ sides. A faster, easier, and more pleasant way to provide FAQs, give status on cases or incidents and resolve multi-step problems. All of it is in one channel of the user’s choice – without logging into the service desk portal.  

Read more about the Virtual Agent portal

Source: ServiceNow

With predictive intelligence as an additional tool, you can do even more. It helps you foresee what problems might arise, allowing your service management a better and quicker response. Machine learning is a great solution, ensuring a great work experience and more satisfied agents and users. 

Discover the most common myths around ServiceNow Predictive Intelligence

Source: ServiceNow

Go hybrid with ServiceNow 

Whether there is another COVID-19 wave or you plan to switch from remote work to hybrid, you need to improve the user experience on your ServiceNow platform constantly. The reason is simple – with well-working service desks, automation, self-service, artificial intelligence, and other solutions improving the ways of working, your employees will be more pleased. And it will have an impact on their work, meaning improved efficiency. Let’s talk about how we can help you to adjust the platform to your users’ needs. 

ServiceNow – an ITSM leader by Gartner

The unqestionable leader

At SPOC, we knew it already 11 years ago, what the last 7 years of Gartner Magic Quadrant for IT Service Management Tools showed. ServiceNow is an unquestionable and uncompetitive leader in the field.

ServiceNow switched from visionaries in 2008 to challengers in 2012, arriving in 2014 as Leaders. Since then the gap between ServiceNow and the competition was getting bigger and bigger, every year. Gartner states that ServiceNow’s revenue market share is more than four times that of its closest competitor. Numbers speak for themselves. By competition, we should consider Remedy (BMC), Ivanti, and Atlassian (Jira).

ServiceNow pros and cons

The most impactful ITSM targets are large and mid-size companies. In fact, most customers are enterprise-scale, although we have more and more examples where ROI and value implementation is achieved by mid-size.

Let’s start with the good things:

  • ServiceNow customers give positive feedback regarding time to market and the high quality and maturity of the default configuration processes. In 2021 Gartner emphasizes the platform’s global presence. It is a critical aspect, especially in times of pandemic, restrictions, and remote work. From our SPOC perspective, we can assure you that ServiceNow is present in most customer shortlists. Our task is to enlighten you and indicate how you can get the highest value from ServiceNow implementation, minimizing the time required for ROI.
  • Products and functionalities are second to none. The investment in Artificial Intelligence and Machine Learning goes to the next level. Putting pressure on IT Operations management makes it easy to act proactively. In practice, it means more low code and no code as well as tools for process optimization.
  • High flexibility is a huge advantage. As an ITSM platform, it is highly agile, ensuring smooth management of the company changes. ServiceNow tools adopt Predictive Intelligence, Performance Analytics (reports, KPIs, performance measurements) and Virtual Agent. The platform also meets DevOps and SRE (site reliability expectations), giving you a unique tool that is not available in any native version on other ITSM providers.

ServiceNow gives enormous possibilities in terms of CMDB. Thanks to its flexibility and scalability, we were able to decide on CMDB reconstruction and development. The main beneficiary and the project’s primary sponsor will be the SecOps and not the IT department. – global cosmetic company.

Nothing is perfect, so the main cautions seen by Gartner are: 

  1. Especially in the last year, the I&O maturity level was not high enough for most Gartner clients to demonstrate substantial value from ServiceNow investments. At SPOC, we address the clients’ challenges within value realization, focusing on pre-sales and Customer Success actions to maximize the value. 
  • Product packaging challenges – the platform does not have high flexibility in the license model and product packaging as other competitors. Organizations with large numbers of occasional users have problems justifying the purchase of a role-based named-user licensing model. Since ServiceNow receives this feedback on many occasions, especially on the EEMEA market and within mid-size companies, there is a chance they will follow the request towards that kind of flexibility. Using our experience at SPOC, we help our customers optimize the license purchase and negotiate with ServiceNow.

Rome wasn’t built in a day

ServiceNow launches new releases twice a year, so joining the platform, you will need to upgrade once per year to stay on a supported release family. The last release was in Q1 – ServiceNow Quebec. A new release, Rome, is just around the corner, and it delivers more capabilities in terms of digital workflows, improving the hybrid work experience. Our Maintenance & Development team makes sure your updates run smoothly.

Want to learn more about The Now Platform Rome release? Go to our article about technical aspects of Rome, as well as the business perspective.

Following the changes in ServiceNow is not an easy task. That is why we are fully dedicated to helping you at every platform implementation and development stage. Since time is gold, we took a fresh and unique approach to implement ServiceNow – FastTrack. It lets you introduce the most important functionalities of ServiceNow in 120 days, with fixed scope and budget and more than 90% of the functionalities.

Choose #1 ITSM Platform

ServiceNow keeps being an ITSM leader for large and mid-size companies that require high flexibility, vast product offer, and high-quality service.

We are impressed by the outcomes of DevOps application. After evaluating this solution with our implementation partner, SPOC, we felt convinced about the need to support our software development and maintenance practices wherever automation and insight into the most important KPIs are required on an ongoing basis. – a major bank in East Europe.

If you are interested in our services, contact us here.

Effective ITSM implementation in 7 steps

Why should we talk about ITSM?

Have you ever wondered what a model implementation of an ITSM solution should look like? What elements should be taken into account so that your teams can fully benefit from its advantages? Below you will find a few key principles which are the basis for successful IT Service Management implementations.

According to market forecasts published in „Market Insights Reports The Global ITSM Market Research Report Forecast 2019-2025”, the value of the global ITSM market, currently estimated at nearly USD 40 billion, will increase by another USD 9.3 billion by 2025.

ITSM, Information Technology Service Management, describes a number of activities aimed at managing IT services and supporting the user in a way that allows for comprehensive satisfaction of his/her needs in relation to IT. Progressive digitization, related to the growing needs of users, makes the product offer expand and the functionality of already proposed solutions increase with every day.

How to effectively implement ITSM?

Using our and our customers’ experience we recommend 7 elements that contribute to the success of ITSM implementation.

Competence of the implementation partner and responsibility scope

By joining the project, you present an implementation partner with your expectations, possibilities, and organizational or industry constraints for introducing potential changes. It’s also the time and place to ask questions about the construction and technical aspects of the solution, its advantages, operation, or expansion possibilities. At this point, it is also worth asking the partner about best practices, experience gained from the implementation of similar solutions for other clients, and solicited references.

While talking to a partner, pay special attention to their approach to the determination of the individual responsibilities of each party in the project and indicate paths for solving problems that arise during the implementation. An excellent tool for this purpose is the RACI matrix, which clearly defines the above – and is created for each implemented process individually.

Definition of your expectations

The analysis stage may seem like an additional cost and is often omitted or carried out superficially. In fact, it is necessary to understand what direction changes should take and whether the chosen implementation partner is able to provide a solution that properly addresses the challenges in your organization. For such a key deployment as an ITSM solution, identifying and understanding not only the goals for IT but also the organizational and business objectives according to the “IT-2-Business, not IT-2-IT” principle is extremely important.

It is worth to focus on the dialogue and to arrange time for direct meetings and workshops with your partner. By limiting yourself to a standard briefing or inquiry, you risk that your needs will not be properly recognized, and this may put the whole project under question. During properly prepared workshops, you give partners the opportunity to understand your organization, share best practices and experience from other implementations, as well as present innovations that can fit perfectly into your organization’s needs.

Out of the box solution or dedicated application

As a customer, you expect a solution ideally suited to the requirements of your organization and the way you work.

If the solution you expect goes beyond the offered standard, you have to reckon with the risk of incurring additional costs. Therefore, it is worthwhile to first verify the functionalities available within the ready-made solution, in the terminology ServiceNow referred to as OOTB (out-of-the-box). Its basic version should be comprehensive enough to address the key processes described for this area in the ITIL library.

Verification of business needs and costs will help demonstrate whether standard functionality is sufficient or whether it is worth investing in a dedicated application. The latter may require additional work while upgrading your instance to a newer version (here you will find the list of recent versions with descriptions).

The project team

Before you start work, you should form an internal project team, which quickly and efficiently integrate with the implementation partner’s team. Thus, one harmonious squad works on the project, with clearly defined roles (based on the RACI business matrix created by both sides of the implementation). The joint and regularly verified work allows to successfully carry out the whole implementation and improve competencies based on the knowledge and experience of the other party.

Openness, proactivity, and willingness to share knowledge will verify the partner’s working style and methodology. At this stage, you should also check to what extent you can count on technical support and professional advice from the partner, already after the implementation is completed. Cooperation with an expert doesn’t have to come to an end with the Go-Live.

Single-step method

An experienced partner, understanding the need and business context, will be able to offer an MVP (Minimum Viable Product) that meets your key fundamental requirements as a B2B customer. In the next steps, along with the partner, you should prepare a sequential plan for further platform development.

This plan will allow to provide the maximum possible value from the implemented applications/processes and build an appropriate sequence and relationship in the context of their mutual communication and broad view of the business process.

Requirements and acceptance criteria

Never start implementation without specifying requirements and acceptance criteria! None of the parties wants to face the lack of acceptance of the individual stages, let alone the final acceptance due to requirements not defined by you and not confirmed by the implementation partner.

Formally confirmed acceptance criteria are as important for the success of the implementation as the full identification and understanding of mutual expectations, setting up a joint project team, establishing an action plan and its execution. The partner must be aware of what to do to ensure the implementation will be approved by you.

Training and information campaign

While starting to implement such a key solution as ITSM in your organization, you must remember to inform all interested parties about this fact. And we are not only talking about a manager or IT team. It is primarily “business”, i.e. internal customers should be aware of the introduced changes and know:

  1. Business objectives of the improvements introduced,
  2. Implementation schedule,
  3. Support agents in case of possible problems.

Before starting the implementation, check if the partner is able to support you and your teams from the technical point of view, as well as in the preparation of a comprehensive information campaign and in the education of your employees on how to use the implemented solution. The recommended training plan should cater to 3 training personas:

  1. App owner (“train the trainer”),
  2. Administrator,
  3. End-users.

First steps in successful ITSM implementation

The implementation of the IT Service Management solution is far too big and serious for us to summarize it in a few points. However, we hope that the hints presented here will prove useful for you and allow you to understand what aspects you need to pay attention to at the beginning of the implementation that should meet the growing development demands of today’s technologies – but above all, by ourselves.

We have prepared a list of questions that will help you gather the information necessary to start the process of ITSM deployment in your organization. You can download it by completing the form below.

More resources

Here’s the list of materials related to today’s article that might come in handy for your process as well.

Want to deep dive? Drop us a line!

8 ITSM implementation pitfalls and how to avoid them

ITSM implementation might be tricky

IT service management projects differ in scale, the scope of activities, time and human resources investment. Although we will not find two identical implementations, the common goal is to achieve strategic business goals.

Our experience shows that some of the problems, mistakes, and challenges repeat themselves, regardless of the organization’s maturity. Here is a list of 8 errors associated with ITSM implementations, which we face most often, and best practices to avoid them or minimize their impact.

Pitfall 1: Superficial analysis of business needs

Successful ITSM implementation will change the way your business works. Clarity about the current challenges, problems you intend to address, and the expected benefits, is crucial. Mapping it requires a well-articulated business grounding. As part of developing your ITSM deployment plan, define how ITSM will directly support, fulfill your requirements, or help your business meet its needs. The more you can tie your ITSM initiative to the business mission, vision, and goals, the greater the chance of success.

While creating an RFP, many organizations are so focused on the technical aspects of ITSM tools that they fail to find the key values ​​that explain why they are looking for this tool in the first place. Rather than collecting an extensive list of technical requirements from IT stakeholders and related processes, Gartner suggests using the MoSCoW method to clarify business requirements and avoid overly complicated checklists:

M – MUST – a requirement that must be met in the final solution.
S – SHOULD – a high priority item that should be included in the solution, if possible.
C – COULD – a desirable requirement which will be concluded if time and resources permit.
W – WON’T – a requirement that will not be implemented in a given release, but may be considered in the future.

In the introduction phase, mutual understanding is essential, especially when it comes to the organization’s functioning. Failure to obtain basic requirements and acceptance criteria (precisely described and specified) may lead to problems when receiving the partner’s implementation. Properly analyzed business needs help to avoid disappointments. Make sure your requirements are clear to your implementation partner.

During ten years of our presence on the ServiceNow market and over 250 completed projects, the vast majority of our clients knew this methodology. However, only about 50% of them skillfully used it before starting cooperation with us.

Pitfall 2: Poor communication

Gaining support for the new ITSM project is the first milestone on the road to implementation. However, it happens that the project manager does not formulate a clear communication strategy. Consequently, it may provoke internal conflicts and even stop the project. That is why it is worth deciding at the beginning of the road how the project will be communicated in terms of important statuses, milestones and essential information, directed to the company’s management. At this stage, messages regarding business benefits are equally important.

You need to be clear about who is responsible for approvals and how to approach them, so that project progress does not slow down. At this point, you should analyze the needs of all system users, without narrowing down the target group. Effective communication means using various channels and techniques – from internal marketing campaigns, mailing, to articles on the Intranet, information campaigns in the workplace, or even employee engagement programs through gamification. This approach has the power to effectively guide you towards your goals, streamlining collaborative practices, and holistic work, all while promoting transparency and building relationships based on trust.

Change management is as crucial as skillful project management. Even the most technically successful ITSM implementation may be a disaster if it is not communicated correctly. The organization should be adequately prepared to benefit in the long term from the implementation.

Pitfall 3: No training phases

ITSM functionalities workshops and trainings (e.g. ITIL, incident, problem training, etc.) are critical. Why? Because they create a connection between the organization’s professional role and the overarching strategic goals. Without proper training, people will make decisions in an incompetent way, based on their experience. That kind of knowledge is valuable, but the opportunity to become a strategic business partner results from best practices that have already proven themselves in the industry. Service and support personnel may also require training in management, meeting facilitation, negotiation, and project management.

Remember that ITSM tools training is not a one-off as the processes are improved continuously. You should provide it to both new employees and those who need to refresh their knowledge. The training saves time for IT users and end-users, supporting tool optimization, thus increasing their efficiency and productivity. It can also turn out to be a source of feedback, which translates into new business requirements. It is an excellent way to obtain information from users (both IT and Business). And if you do it right, employees will notice and appreciate that you respect their time and help them work more productively.

The concept of implementation should be refined and prepared on time by appropriate specialists. Nevertheless, it is worth paying attention to differences in the training of key users and end-users and various methods, such as training the trainer, which helps build internal competencies or self-paced training. Initial training, prior to project implementation, also brings value. It can improve the understanding of everyday life problems, increase the level of acceptance of the tool, obtain feedback from the business, and promote the new initiative.

Pitfall 4: Flawed change management

Change management is usually underrated. Many companies neglect this aspect, especially when it comes to ITSM system change. When a company moves to a higher-class platform, it often wants to use ready-made solutions and the best practices associated with them – which means organizational changes. An equally common mistake in managing change is that company leaders do not involve managers in implementing, promoting, and facilitating the changes that must occur. We need to bear in mind that it is a creative process that all employees should be involved in as their feedback is essential. You should use these inputs to design future changes that will reduce the workload for your employees.

The implementation of a new or replacement ITSM solution can be a giant leap for growing organizations. It is human nature to resist change, especially if you have not clearly stated your motivation or communicated the value it will bring to your business. For these reasons, your team must be involved.

During ITSM deployment projects, companies spend a lot of time discussing how to accurately configure the system to fit the organization’s current structure but rarely pay enough attention to how the system will handle scenarios such as reorganization, growth, and mergers. If the ITSM system is optimized for change, it does not matter if the current implementation is correct as it is easily adaptable. However, since the system is implemented based on a static organization, supporting changes turns out to be complicated. Change management helps align IT operations with business goals. We can say that it is a critical factor in transforming your organization from a mere service provider into a business innovator.

Pitfall 5: Unordered processes

Lack of standard, documented ITSM processes, and the definition of the group of people involved in the process turns out to be a common problem. It is worth defining the responsibility matrix (RACI) from the beginning. This way, you will significantly facilitate and improve cooperation with the implementation partner.

Moreover, the lack of description of the existing system and integration with third-party systems is a big challenge. Indeed, unstructured processes do not follow a specific pattern, and you cannot model them in advance. But that doesn’t mean they can’t be documented and optimized. Unstructured processes are highly information-dependent, and much of this information (such as documents, e-mails) is probably already stored by the organization. Enterprise Content Management (ECM) modules provide collaboration, capture data, and offer many other capabilities used for managing unstructured processes. Knowledge base, forums, collaboration tools, an application for versioning or processing documents – these are the solutions we recommend to our clients.

With the change of the environment, some data in the ITSM system becomes obsolete. In such a situation, you need a process and a set of rules to systematically delete old data, archiving those elements that have analytical potential. At the same time, it will keep the operating system ‘clean’. Most companies wait to encounter performance issues before implementing a data archiving and cleaning strategy on their ITSM system. However, if you think about it in advance, it is easier to avoid negative performance impacts.

Using efficient and agile processes based on guidelines and best practices that allow for flexibility might become helpful. Larger organizations should remember that the workflow goes through many departments, which may create an additional challenge. Process management tools ensure that each department has an owner, the process is transparent, and guidelines and best practices become available to everyone. Therefore, it is possible to measure both the process and the organization, draw conclusions, set ‘thresholds’, and aim at continuous development. The first step to success is realizing that the real purpose of the ITSM initiative is to establish a collaborative and effective cross-domain approach that operates within the internal and external IT value chain. Tools are simply a means to an end, not an end in themselves.

The established structure is to ensure supervision and the method of approving the proposed changes or improvements. To avoid problems, external suppliers should be included in the processes and their management structure.

Pitfall 6: Never-ending prototype phase

A key feature of prototyping is the possibility of partial, iterative presentation of the project’s final result. It happens that this phase is protracted, and the developed prototype turns out to be too complex. Consequently, it doesn’t bring enough gains to make up for the time spent on developing. Users can get stuck in debates over prototype details, pausing the team and delaying the final product’s implementation. Rapid prototyping allows errors to be adopted as a means of learning and improving. In such a case, you should assume that not everything goes well the first time and that innovative breakthroughs result from failure.

Prototypes go through many iterations where user feedback is taken into account, and changes are made to arrive at an effective end-solution. Therefore, it is worth setting a specific, limited time to create a prototype and release it for users’ testing. Prototyping aims to generate experience, get feedback, and make continual changes to achieve a better solution. Always try to balance the benefits of frequent focusing on continuous improvements and the costs.

Pitfall 7: Far away from standard

The temptation to transfer the current functionality of an IT system to a new one can be huge. But it is associated with replicating the same, not necessarily correct or valuable functionalities and wrongly designed processes. It may result in an excessive number of extensions to the standard functionality provided by the software manufacturer. As a consequence, you will see an increase in the costs of implementing, testing, and maintaining an ITSM (TOC – Total Cost of Ownership) solution.

When you choose non-standard paths, with a high level of customization, the upgrade process becomes complicated. Depending on the company’s changes, the effects may include testing regression or rewriting the custom code. That is why the best approach is to deviate from many changes in the tool or limit them as much as possible, making the (frequent) update and maintenance process as simple as possible. Our experience shows that relying on available and proven solutions is the right approach for most companies. It does not mean implementing 100% of the basic version as minor changes are needed to reflect specific customer requirements. The victory comes with the right balance. We recommend following best practices while making configuration changes, which allows smooth system updates performance.

Pitfall 8: No process automation

One of the key benefits of implementing the ITSM system is increasing the efficiency of data management processes. The ones that consume time and energy of employees result from the lack of automation, which is a response to optimal time management. In practice, it means limiting manual work, improving the interface (both for operators and end-users), and service speed. Besides, automation makes it easier to provide operators with information in the right context, increases self-service, and proactively prevents breakdowns. At the same time, employees are more satisfied with a tool that eliminates less exciting and repetitive tasks.

When you ignore the possibility of process automation, it will probably cause you the added value of investing in the ITSM by perpetuating manual processes and replicating them in the system. In such cases, implementing a new IT platform is slowed down, and the platform itself begins to be seen as inefficient. You can easily avoid it, with the help of automation.

Checklist: what to remember while implementing ITSM?

  1. Prepare a list of critical functionalities and set the expected order/priority for their implementation (remember about the sequence in the process!).
  2. Focus on a clear definition of strategies and organizational and business goals (IT for Business, not IT for IT).
  3. Choose only tools and processes that are necessary to achieve ROI.
  4. Bet on well-thought-out communication.
  5. Create an internal team that will quickly and efficiently support the implementation partner team.
  6. Conduct the right training at the right time.
  7. Manage change proactively.
  8. Document and optimize processes by assigning owners at the very beginning of implementation.
  9. Implement a strategy for archiving and cleaning data in the ITSM system.
  10. Choose available and proven ITSM solutions, without unnecessary changes in the system and deviations from best practices.
  11. Where possible, take advantage of process automation.

Fill in the form to download the checklist.

More resources

Here’s the list of materials related to today’s article that might come in handy for your process as well:

If you want to learn more about the most powerful methods of conducting a successful ITSM implementation or share your observations, drop us a line!

ServiceNow Paris release

Paris release is the latest version of the platform of platforms, where ServiceNow offers new features and integrations for process facilitation and cross-team collaboration. If you’re an admin, process owner, or a manager, you’ve come to the right place! We’ve chosen 12 features and integrations, giving you here an overview of the productivity boosters you may find exceptionally valuable.

1/12 Process Automation Designer

Process Automation Designer allows Business Process Owners to easily create and manage cross-enterprise, end-to-end process workflows without any code. Multiple separate flows and actions can be connected to create one unified process flow.

You can pass information between different stages of your process, visualize and manage the activities comprising your process. Those flows or actions are then gathered using Lanes – typically to represent the different Actors taking part in your Process.

This provides you, as a Process Owner, with a high-level overview and control of all your distributed Flows created in Flow Designer by Developers. In Addition, you can work with Workspace Admins to create new features called Playbooks (see below). Those can help to guide your Agents or End Users on how to follow your process – step by step.

Paris release - ServiceNow Process Automation Designer

2/12 Playbook Experience

Playbooks are smart little guidebooks for your Fulfillers or other Users, which facilitate the handling of specific tickets according to… well, your playbook (ensuring best practice and adherence to your process). This adds a “to-do” type of list to the Agent Workspace whenever a ticket is opened and provides a streamlined view, combining both the ticket or other relevant data with the actions to be taken by the Agent.

For example, one step can show a ticket form to edit some fields, another step can require additional input (comments) from the Requestor, another one can show relevant Knowledge Article, and so on. Every step can then be “Marked as Closed”. This is not unlike the Guided Setup you might have seen for ITSM or ITOM configuration.

You can use an existing default Experience with its content renderers or create your own ones. Although technically Playbooks have been available in ServiceNow for some time now (e.g. for Security Incidents), the Paris release provides this platform-wide, with better management and configuration tools.

3/12 Predictive Intelligence Workbench

The current trend is that AI should serve anyone, and anyone should be able to use AI. With this in mind, Paris gives us the Workbench dedicated to the low-code approach. With it, you can configure and fine-tune your Machine Learning solutions, without any prerequisite knowledge of ML theory or coding skills.

You can select one of the pre-configured “typical use-case” templates or start from scratch. Again, the experience is very similar to that of Guided Setups. Typically, you first create and train one or more different models. Then you evaluate the results and make fine-tune adjustments. After testing the models, you can select the model with the best performance or accuracy, and deploy that model into your business process.

4/12 Change Success Score

You can now analyze the success rate of all changes, which is automatically calculated for your Change Teams based on pre-defined formulas, taking into account things like successful changes, unsuccessful changes, changes with issues, P1, P2, or P3 Incidents generated by the respective Team’s changes. The scores are calculated daily using the familiar Performance Analytics engine. You get a new Change Success Score PA dashboard where you can observe the trends from a high-level point of view.

But you can also see this for every change – on the Change form, there will be a mini-dashboard shown when you click the new icon next to “Assignment Group”. If a specific Team’s score is high, change approvals can be automated – as there should be no need to review every change manually for high-performing teams, thus saving a lot of valuable time.

5/12 Analytics Center for Agent Workspace

This brings the Performance Analytics capabilities to your Agent’s Workspace. You can ensure that they have their critical KPIs and targets immediately available to them, so they can proactively control them. Agents can filter the indicators, watch the daily score, and change trends, according to your Performance Analytics scores configuration. Every Indicator can be drilled-down into, to see KPI details.

6/12 Source Control for global apps development

Now you can use Source Control (e.g. GitHub) also while developing global apps from the Studio. Although we recommend creating scoped apps, sometimes this option could come in handy, allowing you to build new features or customize your platform, with style.

7/12 Portal Analyzer

We feel that this is a stub of something potentially much bigger. Could this be the first step in the direction to provide comprehensive User Interaction analysis for your Service Portals, similar to the Mobile Analytics for native mobile apps?

Currently, this little feature churns out a list of all widgets used on your service portals, together with the information on the level of customization for each widget (ready-made, customized, cloned, new), number of views, and users who have viewed each widget. It can be pretty helpful to determine which widgets are not-so-helpful or how your customization impacts interaction rate. To use this, you need to install the plugin, fire the “Portal Analyzer” scheduled job, and then view the records in the “Service Portal Analyzer Entries” table.

8/12 Software Asset Management – MSP Support

The SAM application was enhanced with support for Managed Service Providers, allowing you to deliver hosted Software Asset Management services. Multiple clients’ software data and services can co-exist in a single, multi-tenant instance now. Domain separation provides for safe separation of their data and processes. You can easily switch to specific customer domains and perform any actions there, resulting in your single source-of-truth platform for a global SAM offering. If you are not an MSP company but still think about separating your data (or are using Domain Separation already), this might be good news for you as well.

9/12 Telecommunications Service Management & Network Performance Management

ServiceNow launched a whole new industry-facing offering with the Paris release – TSM and TNPM, which supports the telecom industry. This offering combines CSM Pro and ITOM capabilities with Telecommunication-specific capabilities.

Some highlights worth mentioning are eBonding for Telecommunications – this is an OOTB integration to synchronize your instance as a Telecom service provider, with your B2B client’s instances. This will help you engage your clients more, provide better service while keeping development and maintenance costs low. It fosters your client’s self-service by allowing them to request services directly from their instances.

Dedicated, network-based workflows are best-practice workflows designed based on the experience of the biggest players on the market. They support the resolution of network-initiated Incidents and Changes to services. They have the necessary support for multiple API interfaces as well as sufficient business logic to maximize your time-to-value potential.

10/12 Agent Workspace for HRSD

We will just mention here that HR Service Delivery now has a dedicated Agent Workspace. This should facilitate turning your HR cases into success stories even more. HR Workspace increases your HR Agent’s efficiency and comes with other nice additions like the HR Playbook or AI-powered Agent Assist – helping them to close the cases faster.

11/12 Single Sign-On: OpenID Connect (OIDC) support

This is a pretty cool addition, allowing you to create “Quick SSO login” options directly on your login page. By doing this you allow your users to choose an external Identity Provider they would like to use, in the same way, a lot of commercial services allow you to log in using your Facebook or Google account (…not that we recommend using Facebook as your ServiceNow IDP. But it should work).

12/12 Mobile Apps – new components

The Paris release adds a couple of handful new Component types for your native mobile apps:

  • Campaigns – create content-rich, complex, targeted communications for your Users to keep them engaged.
  • Native Dashboards – support for mobile-optimized charts & KPI dashboards.
  • Scheduled Offline – manage regular app caching intervals, includes mobile app settings to handle the offline mode.
  • Actionable notifications – this is really good. Your Users can now take quick actions from their main phone screen whenever they receive new push notification – no need to even open the mobile app! Approving tickets has never been so quick.
  • Mobile filters – similar to standard UI, you can now filter which records should appear on your mobile screen.

If you’d like to compare Paris to the previous ServiceNow Platform releases, you can check them here: Orlando (Q1, 2020) | New York (Q3, 2019)Madrid (Q1, 2019).

ServiceNow IT Service Management for Polpharma Biologics

Polpharma Biologics is the biggest Polish biopharmaceutical company developing and manufacturing biosimilars and novel biologics.

The company includes, among others, one of the most modern R&D centers in Europe, specializing in biological drugs, which is located in the Gdańsk Science and Technology Park. In autumn, the company is planning to open the largest in Poland and most modern in Europe biotechnological plant, which is located in Duchnice, near Warsaw.

Together with other companies in the group, Polpharma Biologics offers a fully integrated chain of biotech services, from the development of cell lines to the delivery of finished products.

Polpharma Biologics will produce biosimilar drugs on a commercial scale, providing both its own products and contract manufacturing services to industry partners around the world.

About ServiceNow

ServiceNow is a leading supplier of the ITSM software. The platform offered by ServiceNow supports the management of IT services, business operations, customer service, and employee service processes. ServiceNow gives the possibility to use ready-made applications or choose the platform itself as the environment for creating dedicated applications from scratch.

SPOC’s role in the project

SPOC S.A. provides comprehensive ServiceNow services – implementations, support, and training and has the status of Elite Partner. SPOC S.A. will provide and implement ServiceNow IT Service Management based on the ServiceNow best practices. The project will be run by experts with many years of technological and industry experience. The delivery process started in July 2020, with the platform go-live planned for early 2021.

About the implementation

As a part of the project, Polpharma Biologics will implement ITIL processes – including ITSM (in terms of hardware and software management), Incident Management, Change Management, Order Management, Service Catalog, and Self-service Portal. At the same time, users will receive access to ServiceNow both from desktop and via a mobile application. To improve the implementation and validation of the system, automated tests will be used, which will additionally facilitate the platform’s regression tests in the future.

If your organization operates in the validated environment and you’re interested in the process optimization, reach out.

ServiceNow Orlando release overview – mobile app, ITSM, ITBM

Orlando vs New York release

ServiceNow Orlando release offers the next round of enhancements to:

and the earlier existing features like:

With every release ServiceNow moves toward innovation and better products, with the main focus put on continuous improvement of organizations and value brought to the customers. Since New York, there have been many new features introduced such as mobile app and business-specific apps. Always with user experience at the center of attention.

The features included, like Guided Application Creator or Now Mobile, are very helpful in everyday SDLC, from developers’ perspective. Another nice feature introduced in the New York release was Dynamic Translation. It enables users to integrate with any translation provider (e.g. Google translator), and then dynamically use it to translate texts.

The Orlando release is expected to get a wider access in March. Except enhancements and improvements of the existing features, it introduces a range of new features.

New ITBM features in Orlando release

Agile Development 2.0

Agile development has been enhanced with a Scrum Program. A SCRUM Program is a tool used to plan and track the work of your team, compare workloads, manage dependencies and more. It includes also quick start tests for Agile Development, which are a collection of tests for agile to speed up the process. What’s more, Agile Development 2.0. covers also Performance Analytics content pack.

Application Portfolio Management

Application Portfolio Management (APM) is a tool that allows users and organizations to better manage the application inventory, provide business context and determine the business value of each app. The New features added in Orlando:

  • GRC controls in business applications,
  • APM standalone plugin separation,
  • Quick start tests for Application Portfolio Management.

Application Portfolio Management - new features in Now Platform Orlando release

NEW ITSM features in Orlando release

As for ITSM, the need for improvements is higher. The ITSM suite is one of the most commonly used suites in many organizations. Some of the enhancements added in the new release:

Change Management

  • Simplified conflict change management with conflict properties,
  • Use of change approval policies to modify them,
  • Management of change requests with the ITSM Agent Workspace,
  • Delivery of change tasks with ServiceNow Agent mobile app.

Workspace Management

  • Creation of knowledge articles from an incident,
  • Generation of knowledge gap records for a specific issue based on an incident,
  • Creation of a similar incident for a different caller,
  • Addition of new search categories on Incident Agent Assist,
  • Tracking of agents’ interaction times,
  • Monitoring of Continual Improvement Management fixes from a problem record.

Analytics – ServiceNow Orlando release

Natural Language Understanding

ServiceNow offers Natural Language Understanding (NLU) to make the platform understands and answers user’s intent. To increase efficiency in understanding the intent, ServiceNow Orlando brings a number of new features like:

  • Users can make use of existing NLU models, and avoid cloning the NLU model,
  • Instead of using predefined entities users can create a custom-made derived entity based on their needs,
  • Apart from using predefined entities, users can make any entity across all NLU model intents available,
  • The interactive dashboard measures the performance metrics of NLU models.

Predictive Intelligence

Predictive Intelligence (PI):

  • Constantly monitors each resource’s capability as well as compares and creates clusters to foster decision making process. Instead of word embedding-based classification, it creates classification based on Term Frequency-Inverse Document Frequency (TF-IDF). Moreover, users can define their own custom stop words that enrich predefined system stop words to improve the capability to categorize, compare, and create clusters,
  • Allows to configure target metrics for a trained classification solution and along with DBSCAN also can be configured to improve precision in clustering solutions,
  • Provides an updated API framework that permits users to incorporate machine learning capabilities in workflows.

Analytics in Now Platform Orlando release

Updated ServiceNow mobile app

The ServiceNow Platform mobile app in the Orlando release encourages better mobility of services, while offering intuitive user experience. Now it includes a range of tools to:

  • Ease accessibility – via configuration of an embedded list,
  • Avoid displaying content – admins can hide empty fields,
  • Create an applet launcher – to serve as a landing page for your users,
  • Manage mobile application integrations securely – with Microsoft Intune or Blackberry Dynamics,
  • Ensure tracking – the mobile dashboard comes with Performance Analytics widget,
  • Track which browsers users use,
  • Allow image-based search – with the use of objects,
  • Measure KPIs – via mobile analytics dashboards for admins.

Discuss your instance upgrade

ServiceNow New York release available – NLU, Virtual Agent, mobility

ServiceNow New York – Natural Language Understanding

ServiceNow New York release introduces Natural Language Understanding (NLU), providing your users with greater experience and enhances the effectiveness of your Virtual Agent conversations.

New York offers NLU plugins for CSM, HR and ITSM. Dedicated NLU models have been provided for each of those areas, allowing to turn small-talk and any seemingly random utterances of the users into relevant Virtual Agent topics. This results in a swift resolution of the user’s query. In addition, you can build and configure your own NLU models using the ServiceNow Studio!

ServiceNow natural language learning NLU

NLU Availability: subscription-based
How to activate: admin via Plugins module

How ServiceNow NLU works

Within each model, the Virtual Agent will use the following NLU objects to identify what the user would like to do:

  • Utterances: Natural input from the user, e.g. “I’m going on holiday from tomorrow until next Sunday”.
  • Intent: the action that ServiceNow understands based on the utterance, e.g. Request: Leave of Absence.
  • Entities: any keywords (regex based) that ServiceNow can use to determine what/who/when/where and so on, e.g.: Start: tomorrow (05.09.19), End: next Sunday (22.09.2019).

With NLU enabled, the Virtual Agent can even handle conversation switching from topic to topic.

ServiceNow New York – dev tools

Syntax Editor has been revamped and, aside new aesthetically pleasing way of displaying APIs, script includes, and tables, we get a new context menu, that allows quick access to the following information for:

  • APIs like GlideRecord – docs page with documentation on that API,
  • Script Includes – definition of that script include,
  • Tables – either definition record of that table or list of all records in that table,
  • A bunch of new Scoped APIs were also added, e.g. for DynamicTranslation.

As well as other interesting functionalities, like Remote Tables, which allow developers to connect to an external data source and display data from that source in list or form view within ServiceNow – as if it was 1 of SN tables.

ServiceNow New York dev tools

Availability: free (part of the ServiceNow Platform)
How to get: comes with the New York upgrade

Instance data replication

Instance Data Replication in the ServiceNow New York release allows to copy data from one instance (called Producer Instance), to one or more target instances (called Consumer Instances). To utilize this feature, a replication set must be defined on both instances, containing the tables and columns which should be replicated.

This is useful e.g. in moving incremental updates from one instance to another, or in localization of data across different instances. It allows you to keep instances in sync, and you are able to define Transformations to copy data to different tables or fields, or Adapters to perform string or mathematical operations on source data before it is stored on target instance. The replication can also be bi-directional.

Dynamic translation

ServiceNow New York release comes with a powerful API for detecting the input language for custom texts like Descriptions, Additional Comments etc. entered by the users, as well as translating this text “on-the-fly” into target language.

The plugin comes with a Flow Designer REST action as well as 2 Integration Spokes for:

  • Microsoft Azure,
  • IBM Watson.

What is particularly handy about this feature, are its dedicated APIs to add dynamic translations to Server side entities, Client side entities as well as Service Portal. You can easily add dynamic translation to a field by going to the field’s dictionary and adding a new attribute.

ServiceNow dynamic translation

Availability: free (part of the ServiceNow Platform)
How to get: comes with New York upgrade

ServiceNow New York – mobile application

ServiceNow mobile application enables ServiceNow users to:

  • Submit new records (e.g. incidents or requests),
  • Manage existing tasks,
  • Approve of or reject tasks,
  • Sign documents,
  • Request help from Agent Chat.

ServiceNow New York mobile app

Now Mobile application can integrate with user’s mobile device to take certain actions in the application itself – using the mobiles default photo, messaging or keyboard. Additionally, the application is customizable – you can personalize aspects, from view or layout to specifying the data displayed in your records.

How to get: comes with the New York upgrade

Guided Application Creator

Guided Application Creator is a new tool making setting up new application even easier than it is! Thanks to this brand new application, you can specify the entry requirement before the actual development starts. The creator enables to create:

  • Application,
  • User roles,
  • Tables,


  • Design user experience.

ServiceNow guided application creator

In terms of user experience, it is possible to create the application in 3 distinct experiences:

  • Workspace (available only if the Agent Workspace plugin is activated),
  • Mobile,
  • Classic.

ServiceNow guided application creator formats

Setting up an application with this tool is the first step in creating the application. Later on, it can be further developed with Studio, Flow Designer, or Team Development.

Availability: Subscription-based
How to activate: Admin via Plugins module

Predictive Intelligence

Predictive Intelligence introduces 3 separate frameworks, each of which enables different opportunities to teach the system how to approach data in terms of their prediction and recommendation of outcomes. These frameworks are:

  • Classification – enabling ML algorithms to populate field values while creating new records in ServiceNow based on previous record-handling experience.
  • Similarity – enabling ML to identify existing records with values similar to new records and create a word corpus.
  • Clustering – enabling ML to group similar records to clusters in order to address to them collectively or to identify patterns related to their features.

The classification and similarity frameworks support these 8 languages:

  • English,
  • French,
  • German,
  • Japanese,
  • Dutch,
  • Spanish,
  • Italian,
  • Brazilian Portuguese.

The clustering framework only supports the English language.