Struggling for years with an internally hosted, antiquated and legacy solution, we found we just couldn’t keep pace with our evolving service management needs. As a company that is driven by the demand of the customer, we quite liked what we found in ServiceNow. But how did we arrive there?
We evaluated a range of possibilities. We managed the company’s migration to new tooling as a formal project with a proof of concept stage, a pilot migration and then finally a phased migration of the services we support.
- “Software as a service” (SaaS) is definitely the way to go! With a growing service management portfolio, the availability of the tools to support that business are essential.
- Managed as a formal project with a defined set of requirements and planned life-cycle made sure that the delivery met expectations.
- We decided not to use the professional services offered by ServiceNow, which was a mistake. We thought we would be able to adapt the solution to meet our needs with little support and no training – big mistake. Although we have ended up with what was needed, it would have been achieved quicker, at higher quality and at less cost if we had used the services available from service-now.
- Build a “regression” test pack as part of the project to enable testing of any future changes (either internally or new versions by service-now).
- We only contracted for the services for a year, in case the tool wasn’t right for us – in hindsight we should have signed up for 3 years to fix the pricing over that term.
- One of our core requirements was to be able to provide our customers with a “portal”. This requirement grew and customers also wanted to manage and assign tickets. This requirement means that these users would incur additional license costs, so we developed a portal solution that negates the need for licensed users.
Ok so SaaS solutions may not be everyone’s cup of tea. Some are definitely over-rated. But we have seen the advantages of going the SaaS route for our business. We’ve never been totalitarian about any one technology or vendor. Our neutrality is well known and that goes for the tools we select for our own business. We think this is healthy and suggest you think the same way. Always know where the exit door is and have a pathway out of, as well as into, any technology you deploy. But when you find something that works, persist with it, iron out the minor gotchas and be a responsive customer so your supplier knows what you like and what you don’t like.
Put the needs of your customers first, and work backwards from there.
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