‘Big bang’ enterprise service management platform implementations can introduce risk, cost and inflexibility to digital transformation and modernisation programs, according to Western Australian ServiceNow partner Accelerate IT Solutions (Accelerate ITS). By contrast, a staged deployment of the ServiceNow Platform, using proven methodologies and skilled resources, enhances the prospect of a successful digital transformation exercise.
The ServiceNow Platform, backed by the vendor’s expansive partner ecosystem and new partner program, enables organisations to automate routine tasks, improving service delivery and enhancing collaboration across IT, human resources, customer service and other functions. However, Accelerate ITS cautions against immediately trying to go ‘all in’ on the platform to turbocharge their digital transformation programs.
“A ‘big bang’ implementation approach for ServiceNow presents challenges such as high initial costs, increased risk of failure, change fatigue, and limited flexibility,” said Mayank Verma, Director, Accelerate ITS. “By contrast, our staged, longer-term model mitigates these issues by spreading costs, reducing risk and minimising change fatigue. Customers also realize value at each stage of the deployment before investing further, driving transformation incrementally and making it easier for project sponsors to promote success internally.”
Moving from an MVP to full ESM
Accelerate ITS’ approach is to help clients move from a minimum viable product (MVP) to full enterprise service management, using a detailed roadmap to maximise the prospects of success. The ServiceNow Elite Partner has already delivered successful ServiceNow deployments in Western Australia across verticals such as mining, government, higher education and technology.
For one significant agency in the state, the firm had to replace an existing 12-year-old enterprise service management system with ServiceNow in just three months. The initial scope of the project was the replacement of existing IT service management and IT operations management, initially with the same functionality presented more beautifully, on a platform that delivered greater value. With non-IT departments also using the previous system, the firm was also able to accommodate their requirements on the ServiceNow Platform.
“We were able to complete the project, including migration and integration, at a highly competitive cost, within the tight time frame,” explained John Boyland, Director, Accelerate ITS. “The value we bring to the table is considerable, spanning cost saving, agility and return on investment.”
Having established a formidable footprint in the state Accelerate ITS now plans to expand into selected markets east of Western Australia. “We’re looking to replicate our success in the west into South Australia and Queensland using the same pillars of customer-centricity, agility, rapid return on investment, competitive pricing and skilled resources,” said Boyland. “We’re investing in resources on the ground in those states to get up and running and plan to grow organically from there.”
Gaining a deep understanding of client needs
Accelerate ITS starts projects by gaining a deep understanding of clients’ business drivers and objectives, and designs a solution tailored to their specific needs. Every implementation is led by a Certified Master Architect or Certified Technical Architect to help ensure success. “For ServiceNow customers and prospects, we assist in identifying the platform capabilities and licensing to achieve their goals,” explained Boyland. “Then, working with ServiceNow, we provide appropriate MVP licensing to customers and prospects. Our implementation proposal includes a detailed roadmap designed to set the customer up for success.”
The process starts with workshops to establish organisational change management and governance frameworks, followed by in-depth platform and product workshops. These workshops deliver user stories and designs that feed into sprint cycles for delivery.
“We ensure comprehensive training, rigorous testing, and health scans for
every delivery to guarantee quality,” said Boyland. “Our proposal also includes various support options, with all support deliverables reviewed by a certified architect to ensure long-term success.”
“Successful digital transformation doesn’t just happen overnight; it’s an
investment of time and ongoing effort,” concluded Verma. “A well planned and executed initial implementation provides a great foundation from which to build, but the end vision can only be realised when we weave in the maturing of processes, address feedback and execute the overall strategy.”