We are happy to inform you that our next ServiceNow Admin Training session will take place in our offices in Nyon, November 21 to 23, 2017 (no remote participation possible). 

This course is designed for system administrators who are new to the ServiceNow ecosystem. During this 3-day interactive training course attendees will implement various system administration functions in their own instance, learning to perform fundamental administration and configuration tasks.

See the complete course description for details.

This course will be given in English.

The post 21.11.2017 – ServiceNow Standard Admin Training – Nyon, Switzerland appeared first on Fruition Partners - ServiceNow Gold Partner.

Originally published in Data Economy on 20 Nov, 2016

Fruition Partners’ Grant Macdonald outlines some of the issues that CIOs are faced with due to the continued proliferation of cloud and why now is the time to take back control.

With IDC recently predicting that IT infrastructure spending will grow at a CAGR of 15.1% from 2014 to 2019, and given that spending on cloud will be 46% of the entire IT budget – it’s clear that now is the time harness the best that the cloud has to offer.

Research commissioned by Fruition Partners in 2015 showed that CIOs had a range of serious concerns over cloud control. This year, the research was repeated and it looks as though little has changed.

The research found that 80 per cent of CIOs do not apply the same comprehensive IT service management processes to cloud as they do for in-house IT services. When compared to last year’s figures, the research found while there has been a slight improvement in overall cloud maturity, we’ve still got a long way to go.

In fact, more than 85 per cent of CIOs still say that the proliferation of public cloud computing services is reducing the control their organisation has over the IT services it uses.

CIOs are highly concerned by the negative impacts of this trend, with three-quarters of them saying it leads to financial waste, and increases the business and security risks to the organisation.

Bearing this in mind, CIOs cannot afford to ignore the fact that the need for rigorous management is greater, not less, in the cloud.  Part of the solution to this is making better use of the IT Service Management (ITSM) tools that they already employ to manage in-house IT.

The survey found that while in-house IT services are, on average, managed by a combination of six established ITSM processes, cloud-based services are, on average, only subject to four, and only a fifth of CIOs report that ITSM processes have been applied to all cloud services.

Cloud sprawl still a problem

Shadow IT is also a particular concern that is affecting CIOs’ control over enterprise IT: two thirds of respondents believe that employees signing up to a cloud storage service, CRM applications or collaboration applications is creating a culture of shadow IT within their organisation, with 62 per cent saying that there are cloud applications being used in the business without the IT function’s knowledge.

Clearly businesses and their IT departments need to take back control of the cloud, but this can be a challenge for some. In my second article, I’ll look at how CIOs can reach the clouds full potential

Why now is the time to take back control 

Taking back control is going to be key, but it’s difficult with CIOs handing over more control to third-party cloud providers; leaving themselves more open to the ‘blame game’ if one of those services fails.

The findings from the research back this up, with more than half of respondents saying that if users have problems with cloud applications, such as Salesforce or Dropbox, they deal with the cloud provider’s support team directly.

While this may take the support burden off corporate IT, when things go wrong it’s not clear who is responsible, particularly if SLAs are not being correctly put in place or monitored.

There is one encouraging sign in terms of improving control over the cloud: last year, only 27% said they could and did use ITSM tools to orchestrate cloud platforms.  This year, that figure has gone up to 40%.

However, that still leaves 44% who have the tools but aren’t using them for orchestration, and 16% who don’t have the right tools in place at all.  Orchestration is an essential part of the cloud management process, and CIOs should focus on putting this technology to work.

Equally, the wider use of service catalogue functionality contained within ITSM solutions means that 71 per cent of those who use this kind of application say that it is helping them control cloud sprawl.

By using a service catalogue, CIOs can help minimise shadow IT: if it’s easy and hassle-free for users to choose and use officially-sanctioned cloud services, then they are less likely to follow a DIY route.

ITSM can help take back control of the cloud

The opportunities that the cloud offers to reduce costs, improve productivity and introduce a ‘consumerised’ service experience are well-recognised but CIOs cannot blindly trust that public cloud services will work flawlessly and be delivered perfectly, all the time.

Nor can they ignore the risks of shadow IT creating a parallel, uncontrolled universe.

Making better use of existing ITSM investments is an important part of the solution through ensuring that the technology is used as effectively for managing public cloud technology as it is for in-house systems and private cloud.

For example, by offering users functionality such as self-service access to approved cloud services, or by using ITSM to manage assets and service providers, CIOs can start to bring the cloud under control.

The post The cloud and the CIO – The Cloud is still out of control appeared first on Fruition Partners - ServiceNow Gold Partner.

creBack to transform maps in #Servicenow! Ever thought what would happen if you coalesce by sys_id? Well, it is not so interesting for matched records as it would simply update it, but what would happen if you supply a non-existing sys_id?

The new record will be created for non-matched value supplied for sys_id but if you look at the created record then you will see that system assigned “sys_id” with a new unique value.

So what?

How can you benefit from it?

More and more I face the need to perform “smart” coalesce in #servicenow Transform Maps.
For example I want to first attempt finding a cmdb record with matching “correlation_id”, then if I fail then I want to search by “name” and finally (if I did not find anything at two previous steps) I will create a new record. Its not easy to accomplish with standard field maps coalesce, isn’t it?

Here is the way (and we will use the trick with non-matching sys_id value):

Use [script]  and coalesce to target record’s sys_id with the script looking like this:

var gr = new GlideRecord(‘cmdb_ci’);

// 1. Lookup by correlation_id

if (gr.get(‘correlation_id’, source.u_correlation_id)){

  answer = gr.sys_id;

} else

// 2. Lookup by name

if (gr.get(‘name’, source.u_name)){

  answer = gr.sys_id;

} else {

 answer = ‘abrakadabra’; // Here is the trick! I did not find anything so I return the value that for sure will not be present in target table as sys_id!

}

Of course to make it working for repeated uploads you need to populate “name” and “correlation_id” in your transformations.

Enjoy and  have a great day!

This post was originally published on LinkedIn.

The post Coalesce by sys_id! appeared first on Fruition Partners - ServiceNow Gold Partner.

We are happy to inform you that our next ServiceNow Admin Training session will take place in our office in Paris, March 20 – 22, 2017 (no remote participation possible).

This course is designed for system administrators who are new to the ServiceNow ecosystem. During this 3-day interactive training course attendees will implement various system administration functions in their own instance, learning to perform fundamental administration and configuration tasks.

See the complete course description for details.

This course will be given in French.

The post 20.03.2017 – ServiceNow Standard Admin Training – Paris, France appeared first on Fruition Partners - ServiceNow Gold Partner.

We are happy to inform you that our next ServiceNow Admin Training session will take place on February 23 and 24, in our office in Paris (no remote participation possible).

The course teaches attendees about administering a ServiceNow system, fine-tuning features based on organizational needs and how to automate more processes. This two-day course provides hands-on practice for implementing new workflows and changing system settings.

See the complete course description for details.

This course will be given in French.

The post 23.02.2017 – ServiceNow Advanced Admin Training – Paris, France appeared first on Fruition Partners - ServiceNow Gold Partner.

Quite often we use onDisplay Business Rules to alert users from server side with some important information. This works pretty well but those info messages may be displayed multiple times.

The reason behind is that onDisplay Business Rules fire not only when you load a record form but also in popups when you just hover over (i) icon that is displayed to the left on every record in a list or on a reference field on the form. As a result the info messages that you add using gs.addInfoMessage() / gs.addErrorMessage() are saved in your session and displayed on the NEXT page which may lead to misunderstanding or duplicate info messages displayed on the form.

Let’s say we have a simple onDisplay business rule which purpose is to alert you when you land on the sys_user record with user_name = ‘admin’.

It works pretty well on the form:

However, if you, being in a list, hover over (i) icon near the record a couple of times and then navigate to a record or (which is even worse) hover over (i) icon in a populated reference field to display the details and then navigate to a new page (e.g. save incident where you hovered over Caller set to « System Administrator ») then the info messages will be displayed which proves that onDisplay Business Rule fires several times exactly when you just hovered over the record. No info messages immediately but on the next page. Argh what a pity!

How to fix that:

Simply add a Condition to your onDisplay Business rule:

!RP.isPopup()

Now your onDisplay Business Rule will NOT run in popups.

This text was originally published on LinkedIn.

The post SUPPRESSING ONDISPLAY BUSINESS RULES IN POPUPS appeared first on Fruition Partners - ServiceNow Gold Partner.

We are happy to inform you that our next ServiceNow Admin Training session will take place in our office in Paris, January 23 – 25, 2017 (no remote participation possible).

This course is designed for system administrators who are new to the ServiceNow ecosystem. During this 3-day interactive training course attendees will implement various system administration functions in their own instance, learning to perform fundamental administration and configuration tasks.

See the complete course description for details.

This course will be given in French.

The post 23.01.2017 – ServiceNow Standard Admin Training – Paris, France appeared first on Fruition Partners - ServiceNow Gold Partner.

This tip comes handy especially if you are working with attachments all the time and communicate with other people outside the company on a regular basis.

Uploading attachments manually in ServiceNow is very easy, but sometimes you might want to select some of the existing attachments in a task related record and send them via the email client to an external email address or to a specific system user. But it is quite time and hard drive space consuming to always have to first download the attachments and then attach them in a second step to the email client window. So, you want a way to let the system attach those files automatically for you. A custom behavior of the email client is needed in order to implement this feature.

To achieve this, follow the 4 steps below:

1. Add a new field of type true/false to the Attachment table, e.g. “Send via email client”, and set False as a default value. This is needed in order to mark and then select in the background which files to attach to the email client record.

2.Because modifying the OOTB email client icon is not advisable, and also probably not possible, you need to create a new UI action on the target table, which opens a custom UI page described in the next step 3.

Script field of the UI action:

  function displayDialog(){

     //the UI page described in step 3
     var gdw = new GlideDialogWindow(‘show_attachments_of_ticket’);     
     gdw.setTitle(‘Email Client);
     gdw.setPreference(‘sysparm_sys_id’, g_form.getUniqueValue()); // Our task record ID
     gdw.render();

   }

3. Create a new UI page to invoke when clicking on the UI action explained in the previous step, which will display the list of the task record’s attachments, and before each attachment shows a checkbox, so that the user can select which attachments to copy.
The key point is to have in the HTML field of the UI page, in the loop that displays the attachments, the following element that will hold the name and the sys_id of the attachments.

<g:ui_checkbox name=”related_attachment:${gr.sys_id}” value=”${gr.file_name} ” class=”attachment_checkbox”/>

This is needed to identify those that the user selected. Upon pressing the “Ok” button, the “Client script” field of the UI page will run. Parts of this code are given below:

//Get the list of sys_ids of the selected attachments

var x = $$(“.attachment_checkbox[value=true]”); //array of the checkbox elements
if (x.length > 0) {
var list_of_attchs_ids = “”;
var attch_name  = “”;
for (var j=0; j< x.length; j++) {
//get the sys_id of the attachment from the checkbox element name
  attch_name  = x[j].name.split(“:”);
    if (list_of_attchs_ids==””)
        list_of_attchs_ids = attch_name[1];
else
       list_of_attchs_ids = list_of_attchs_ids + “,”+ attch_name[1];                    
   }

After getting the list of sys_ids of the selected attachments, make a synchronous Ajax call with the purpose to mark the  “Send via email client” field to True for all the selected attachments. After the Ajax call returns, open the email client window by invoking the following:

var newURL = “email_client.do?sysparm_table=incident&sysparm_sys_id=”+ ticket_id +
“&sysparm_target=incident&sys_target=incident&sys_uniqueValue=” + ticket_id +
“&sys_row=0&sysparm_encoded_record=”; //build the URL of the email client window

popupOpenEmailClient(newURL); //opens the email client

GlideDialogWindow.get().destroy(); //to automatically close the window

4. A business rule of before insert type on the sys_email table with the following condition: Type is send-ignored and Target table is empty. This BR will copy the selected attachments to the email record. The conditions of the BR are actually the attributes of the email record when it is first inserted/open via the email client button.

The code of the business rule:

     var ticket_number = current.subject.toString().substr(0,14);
      // The first 14 characters of the subject are the ticket number.
      // We need to subtract this number to get the sys_id of the task record.

     var gr = new GlideRecord(‘incident’);
     gr.addQuery(‘u_ticket_number’,ticket_number);
     gr.query();
     gr.next();

     var arrayAttachment = GlideSysAttachment.copy(‘incident’, gr.sys_id ,’sys_email’, current.sys_id);

     for (var i = 0; i< arrayAttachment.size(); i++) {
             var attachmentSidsPiece = String(arrayAttachment.get(i)).split(‘,’);
             var sourceAttachmentSysid = attachmentSidsPiece[0];
             var targetAttachmentSysid = attachmentSidsPiece[1];
             var sourceRec = new GlideRecord(“sys_attachment”);
             var targetRec = new GlideRecord(“sys_attachment”);

     if (sourceRec.get(“sys_id”,sourceAttachmentSysid) &&       
                               targetRec.get(“sys_id”,targetAttachmentSysid)) {

       if (sourceRec.u_send_via_email_client==false) {
            //delete all other attachments that are not marked to send via the email client        
            targetRec.deleteRecord();

     } else { //reset the flag
           sourceRec.u_send_via_email_client= false;
           //as soon as the email record is created, reset the flag to false again
           sourceRec.update();
    }
 }
}

I hope this will make your daily work much easier and save you some time.

The post Select attachments from the underlying task record and send them via the email client appeared first on Fruition Partners - ServiceNow Gold Partner.

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Building a CMDB is like building a house. Let’s agree that every house has a door, windows, at least a floor with a few rooms and a roof. Then you may want to add a fireplace, a second floor or a swimming pool in the garden depending on your needs. All CMDBs are very similar but depending on the organization and processes it has to support, differences may be implemented. Nowadays, infrastructure and application layers are standardised and pretty much all organizations are facing the same challenges. Moving forward, the ITIL maturity level will continue to increase thus needs from the CMDB will be converging to become very similar.

Our free ebook is intended to readers who are in the process or will be in the process of replacing the current legacy ITSM solution by ServiceNow or are simply implementing ServiceNow and need to build a CMDB. ServiceNow is a vast and very flexible product which is often not the case of legacy solutions. Implementing ServiceNow is therefore a great opportunity to build a tailored cut CMDB that perfectly fits your needs. In addition to this, ServiceNow has unprecedented level of integration with all processes, ITIL, IT or non-IT. Vast also means that to make sure you start on the right track, you need guidance and that is what this ebook is intended to be.

Recommendations made in the book’s chapters are guided by two factors:

1. Respect as much as possible the CMDB vision of ServiceNow. This means remaining as close to standards as possible (“out-of-the-box”).
2. Best practices gathered along the multiple CMDB implementations we have done at Fruition Partners for our customers.

This ebook is organised in four parts.

1. the introduction, will focus on a bit of theory.
2. The second part will be focusing on the implementation process of the CMDB (establishment of the configuration model).
3. Then the third part will be focusing on processes, mainly to the management of the lifecycle of CIs once the CMDB is in place and fed with data.
4. Finally, the fourth part will be focusing on ServiceNow and key functionalities leveraging on the CMDB.

Last but not least: KISS – Keep It Simple and Smart. Pretty much any physical or logical components of the whole IT of an organization could find its place in the CMDB. But building a CMDB is a journey and you should go step-by-step. If defining some areas of your configuration model is too long or tends to be complex/complicated, simplify. Start simple and expend later.

The post The Ultimate CMDB Guide for ServiceNow appeared first on Fruition Partners - ServiceNow Gold Partner.

We are happy to inform you that our next ServiceNow Scripting Training will take place from April 25 to 27, 2017 in our office in Nyon (no remote participation possible).

Attend Scripting in ServiceNow Training to learn how to use the ServiceNow JavaScript API, take advantage of the extensibility of ServiceNow, and add new functionality or modify the baseline behavior of an instance. This class begins with client-side scripting and transitions to server-side scripting. Attendees write, test and debug scripts using real-world, relevant lab exercises. The class features lecture and discussion as well as extensive hands-on practice and reinforcement of the lectures, delivered in a wide variety of lab activities.

See the complete course description for details.

This course will be given in English.

The post 25.04.2017 – ServiceNow Scripting Training – Nyon, Switzerland appeared first on Fruition Partners - ServiceNow Gold Partner.

The post Top 5 reasons why your company needs Managed Services appeared first on Fruition Partners - ServiceNow Gold Partner.

The post CSC Closes the Gap Between Security and IT Operations with ISecOps appeared first on Fruition Partners - ServiceNow Gold Partner.

ServiceNow is a powerful platform for the entire company and can be used in many different and innovative ways. It is a always a pleasure to see our customers developing new ideas for the use of ServiceNow and we love to share these stories with you.

Recently at one of our customers, EPFL, we implemented Connect with Connect Support. This allows to have chat queues where end users can contact the chat queue via chat.

During the implementation project Laurent Indermühle, one of the project responsibles from EPFL, had a creative idea. He developed an integration using “browser user scripts”, so that each time a new chat queue appears the read bear lamp in their office is switched on. As of now, every time the red bear lamp illuminates this is a sign that there is a chat queue to handle.

Take a look at the picture below and see for yourself.

Did you also implement a creative way of using ServiceNow in your company? Tell us more about it in the comment function.

The post How to (literally) enlighten ServiceNow Connect appeared first on Fruition Partners - ServiceNow Gold Partner.

1) A tool without process doesn’t get you far
Sound and mature(ing) IT Service Management (ITSM) processes are essential for any IT organization and the ServiceNow platform can help with the implementation of those processes. With the ServiceNow ITSM tool being built using the Information Technology Infrastructure Library (ITIL) framework, it can quickly help many organizations see their processes grow, mature and use Best Practices within their organization’s ITSM arena.

2) Find a balance with notifications
You do not want to spam users. You want to get them the right information at the right time and make it meaningful. A good idea is to look into an opt-out approach and make most “informational” notifications subscribe-able so users have some ability to control what information they want.

3) Access controls need attention
This is a very fluid concept as it depends on the company. The two rules of thumb are:

1. Do not assign roles to people directly – group assignments are best practice because they are easier to manage.
2. Perform regular maintenance on groups and roles since it’s common for people to move around in the company and, as a result, their access may need to be changed or removed.

4) You need to set up a service catalog before standing up an onboarding process
It is recommended that you have a service catalog setup before onboarding as many of the things needed for onboarding are likely things that people can request ‘one-off’. In addition to the one-off request it will give you a chance to review the process and make any adjustments.

5) Upgrades/patching is now mandatory
It is important to have plans in place to manage the regular upgrade and patching cycles in a ServiceNow environment.  With 2 major upgrades a year and a quarterly patching cycle, you will need a process and solution to drive your regression testing and upgrade cycles.

6) The CMDB needs to be properly maintained
It is important that this is looked at on a regular cadence. ServiceNow is 90% process and 10% technology. If the processes you have in place around CMDB/Asset are immature or loosely followed, you will have a CMDB that will become quickly unusable and could result in audit failures.

7) Routine operational maintenance needs to be performed regularly
While a thoroughly modern cloud platform, ServiceNow still requires regular review and maintenance to ensure optimal performance for you and your customers.

8) The knowledge base – self service – reduces incidents
G.I. Joe has been saying it since the 80’s “knowing is half the battle.” We cannot stress how important it is to get the right knowledge to the right people at the right time. This will not only decrease the number of incidents by enabling users but it will also add visibility into company impacting events and help with First Call Resolutions (FCR).

9) Because you can doesn’t mean you should
You have a webpage and you want to make it attractive to your customers but also functional for your support team. Putting too much on a form will only drive users away because it is too complicated and they will find a way around the process you have put in place. If too simple then the support team does not have all the information they need to do their job.

10) User adoption is critical
Once again “knowing is half the battle.” Getting your staffed trained not only on the basic navigation of ServiceNow but also on the process you have defined is greatly beneficial and will go a long way in ensuring tool and process adoption.

This post was originally published on fruitionpartners.com

The post Top 10 things you should know before implementing ServiceNow appeared first on Fruition Partners - ServiceNow Global Strategic Partner.

With Service Management being the hot topic nowadays there are also many myths swirling around. We have collected the most frequent ones and debunked them for you.

1. Service Management is only relevant for the IT Department
Not true. While ITSM might be the more known term (it has been an important trend for years) Service Management can apply to all functions of the company (HR, Customer Service, Finance, etc.). Service Management for the entire company allows you to change the way people work, increase productivity, and create a modern work environment. There exist already plenty of examples showing how companies use Service Management outside of IT.
And the best thing is: The IT department is at the forefront of the Service Management revolution and can lead other business functions with lessons learned and best practices.

2. Service Management means I just need to implement a tool
While the choice of the best tool for your company needs is very important there are other factors such as users, processes, and integration with existing tools that should not be neglected. Before implementing a tool, check what your users need and how you can foster a high user adoption rate, define the necessary processes and communicate them properly. Make sure your (IT) Service Management tool will be seamlessly integrated into your existing IT landscape. Set clear milestones for your project and don’t forget to communicate with the various stakeholders. In most cases it makes sense to get support from an experienced partner who will consider the different aspects of the implementation project. Focussing only on the tool is a sure way to make your project fail.

3. Service Management is just another IT trend that will be irrelevant quite soon
Successful service-based companies such as Uber, Airbnb and Amazon show that Service Management is not a fading trend but the future. Thanks to a Service Management approach they are delivering products to market faster, providing a fundamentally new user experience including more transparency into the consumer request or transaction, so you know when and how they are being fulfilled.
The way we use technology in our private life has constantly been disrupted in the last years (e.g. How many emails do you write to your friends and family and what other communication channels you might use instead? Think WhatsApp, Facebook,… ). In our worklife, on the contrary, the use of technology has not evolved at the same pace even though employees are asking for that change to happen. That’s exactly why Service Management will become increasingly important- in the workplace, we finally need to introduce future ways of working and replace old work pattern. So it seems very unlikely that Service Management will disappear anytime soon. On the contrary, it will revolutionize the way work is done in your company.

4. Service Management is too expensive for my company
Service Management can be expensive but it does not have to be. Most Service Management tools like ServiceNow are cloud-based SaaS tools that do not need expensive infrastructure. You can implement different modules in different phases and this way introduce it into the company step-by-step. Furthermore, once your business functions are service-based, the return on investment will come quickly and you will save costs in the long term. And apart from that your customers (independently of which department they are in) will be more satisfied and happier leading to higher efficiency and better results.

The post 4 Myths about Service Management you should stop believing appeared first on Fruition Partners - ServiceNow Global Strategic Partner.

One of the strengths of ServiceNow is its flexibility and the customization capability it offers. In this Tips & Tricks article you will learn one of the many ways ServiceNow can be adapted to your user needs.

Imagine the following situation:
You would like to add a new menu item in the profile dropdown which is in the header (for example to add a toggle switch between the normal interface and the service portal/CMS).

The idea behind this is to tailor the navigation options to make it faster for your users to access what they need. This can be achieved by implementing a global UI script with the following code in it:

addLoadEvent(function(){
      Try{
             var addItem = (window.top.$j(“#custom_menu_item_1”).length == 0);
              if (g_user.hasRoles() && addItem) {
                  //Replace ‘onclick’ by ‘href’ with the suffix of the portal
                  var menuItem = “<li><a id=’custom_menu_item_1′ onclick=’alert(\”Will switch to
                  portal\”)’>” + getMessage(“Switch to Portal”) + “</a></li>”;
                  var menuList = window.top.$j(“ul.dropdown-menu”);
                  if(menuList.length > 0){
                      menuList.append(menuItem);
                  }
              }
      }catch(e){
           //Uncomment for debugging
         //alert(e);
     }
});

The post Add a new menu item in ServiceNow’s header profile dropdown appeared first on Fruition Partners - ServiceNow Global Strategic Partner.

We’re very excited to announce that Fruition Partners, a CSC company has been recognized twice in one night by ServiceNow as the top EMEA reseller in 2016. The honor was presented at ServiceNow’s annual EMEA PartnerNow Summit, which took place in Barcelona between the 7th and 8th March 2017.

The EMEA PartnerNow awards are about recognizing the tremendous contributions of the ServiceNow partner community and rewarding those that have delivered outstanding value to ServiceNow and its customers.

This recognition from ServiceNow reflects both the hard work of our teams in EMEA and the leadership role that Fruition Partners/CSC has taken within the ServiceNow Partners ecosystem. This award, combined with our ServiceNow Global Strategic Partner tier, strengthens our commitment to the enterprise service management and to unfailingly address growing client demand for better, faster and more efficient service management capabilities across process, applications and infrastructure

The post ServiceNow awarded us Top EMEA Reseller 2016 and we couldn’t be prouder appeared first on Fruition Partners - ServiceNow Global Strategic Partner.

ServiceNow implementation is not just about the technology.
Instead it requires suitable people resources – with the right knowledge, skills, and experience – across people change,process improvement, and technology introduction. Plus, with them needing the capacity to be able to play an active, and often proactive, role in the change project.

The people resources will ideally come from a number of backgrounds, including:

1) Internal technology specialists. To advise on, and to help apply, corporate IT policies and standards.

2) Internal process users. In the case of IT this will be the IT staff who use the technology and service management processes on a day to day basis.

3) Business architects.

4) Third-party specialists. For instance, ServiceNow partners who can help with activities such as strategy and advisory, organisational change management, process improvement, technology design (including the user interface and experience), implementation, and training.

5) End users. As mentioned earlier, if you want to view service transformation from a service consumer, rather than a service provider, perspective then end users will need to be involved from the project outset. End user involvement will help to ensure that service experiences are designed and delivered with the customer or consumer front and centre.

There are a number of potential people pitfalls to avoid here too. Firstly, it’s important to ensure that all of these people have been sufficiently freed up to participate in the project. Sadly, if any of these groups are not fully committed, at best it will cause delays and at worst poor decisions and shortcuts will hamper project success.

Secondly, staffing the project purely with professional project management resource (rather than a mix of service management professionals) might speed up delivery but it could be at the expense of quality, i.e. there’s a lack of subject matter expertise baked in to the delivered solution.

And thirdly, that the specialist third-party resources are poorly utilised and managed. For instance, that the project doesn’t ensure that there’s a formal knowledge transfer mechanism from the third parties to employees. Or that the consultants are bogged down in minutiae and thus aren’t allowed to focus on the higher value-add activities of the change project they would brought in to deal with.

This blogpost was first published in chapter five of our e-book “10 Critical Success Factors for ServiceNow projects”.

The post 5 people resources you need to make your ServiceNow project a success appeared first on Fruition Partners - ServiceNow Global Strategic Partner.

We are happy to inform you that our next ServiceNow Admin Training session will take place in our office in Nyon, April 03-05, 2017 (no remote participation possible). 

This course is designed for system administrators who are new to the ServiceNow ecosystem. During this 3-day interactive training course attendees will implement various system administration functions in their own instance, learning to perform fundamental administration and configuration tasks.

See the complete course description for details.

This course will be given in English.

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