Chat with Dan: Is your ServiceNow environment run with best practices in mind?

Hear from Dan Marsh, Head of ServiceNow at AC3, as he discusses the process of a ServiceNow Current State Assessment and how it could benefit your organisation.

"This video, we're gonna talk about current state assessments and how do existing customers of ServiceNow extract greater value from the platform, but also truly unlock, I guess, a healthy platform, which really encourages and promotes innovation, adoption of more features, and really driving the transformation efforts that you're looking to achieve to underpin your organisational strategy.

When AC3 go into an organisation to conduct a current state assessment of ServiceNow, we've got a very structured approach to really understand where is the organisation going.

So at a strategic lens, what are the goals of the business?

We then look at how ServiceNow can complement that vision, and we deliver a series of workshops to really unpack the different capabilities that could complement that vision, but also, what are you licensed for today that can really be harnessed more to underpin that strategy.

We also interview key stakeholders, so the consumers of the platform. It's imperative that we actually engage different personas.

So, you know, the managers, or the leaders. It could be process owners or delivery managers. It could be those on the service desk or line of business teams.

We want to understand the experience that they have of using the platform today and really understand the issues that they have with the platform what could be done better, what can be improved.

And really, at a team level, what are they looking to achieve to improve what they do.

So one of the key focuses of what we do is really understanding the continual improvement mindset within the organisation. And what are the goals you know, so some teams will want to move faster than others.

Some people some teams will have, I guess, higher aspirations to digitise and automate and we all we always recognise that different teams across an organisation, whether it be IT or whether it be a line of business function, are moving at different paces.

So the purpose of us interviewing key stakeholders is really to understand where they're at today, what's not working well, what is working well, and what can be improved.

We go then into an on platform assessment. So from an AC3 perspective, we work with the platform owner within our customer organisation to request a Health Check from the Account Manager for the organisation.

We review the health scan, and then we go on and do our own on platform review.

The core goal of this assessment on the platform is really to understand the health.

You know, how does the platform complement the organisation in terms of its aspirations? How is it configured? Is it customised? Is it in a healthy state? Are the solutions deployed hindering adopting new features that are already licensed for?

The intent is really for us to detail some observations and recommendations to enable a backlog of work to be delivered, whether it be at a strategic level, whether it be at a tactical enhancement level, or whether it can be achieved operationally as well.

The outcome of the current state assessment approach that AC3 deliver is a detailed report which talk, which consolidates all of our findings.

It could be the feedback from strategic interviews, so really distilling the vision and the goals of the organisation, how the platform can help.

It also has a detailed observation register and recommendations, and we also provide a road map.

How do we consolidate all of the feedback that we've received and put that into a road map that we can actually, you know, communicate to the organisation to really underpin the next steps forward.

Each time that we have delivered a current state assessment, it has actually wielded very, you know, strong results for our customers. In terms of getting clarity as to where they're at today, where do they go tomorrow.

And the full leadership that we provide is really there to really guide the way forward where, internal clarity may not be there when we're delivering, before we get to deliver this exercise.

So in terms of current state assessments, if you're in a position where you really don't understand what's next, you don't have clarity as to what you're licensed for today.

And getting negative feedback around how the platform is perceived, consumed, and the experience that your employees or customers are having when engaging in ServiceNow, we'd be very happy to come in and have a chat and talk about, our current state assessment approach and really see if it will be something of benefit to underpin, the next wave forward for your organisation."