Don't make this mistake with your (new) ServiceNow platform!
Instead of spending all your time updating versions and enabling features on your Now platform, listen to how your end-users actually feel about IT.
Continuous Experience Management can guide you towards the areas that most need fixing, giving focus to your ServiceNow development efforts.
IT always needs to prove the value and ROI from each new technology or project. So you have invested in your (new) ServiceNow platform, how do you know and show what ROI you are getting from it?
How will you answer this question that you might get from your business stakeholders:
What did you create with your Now Platform?
Many IT organizations might proudly answer that they created a chat channel or a self-service portal. But is that enough?
You may have implemented new channels and technologies, but did you actually create great end-user experiences that are worth celebrating?
Don’t lose sight of the real goal of investing in the ServiceNow platform — to provide value to your end-users and the business. You are not fully leveraging the Now platform unless you are providing great end-user experiences with it, not just introducing new technologies.
Instead of spending all your time in IT only updating versions and enabling features, use Continuous Experience Management to listen to how your end-users feel about them. Use that Experience Data to guide you towards the areas that most need fixing, giving focus to your ServiceNow development efforts.
So next time someone asks you “What did you create with your Now Platform?”, you could say something like “We saved 15 minutes for end-users each time they log a ticket!”
Now, that would be worth celebrating!
Maximize your Now Platform with Continuous Experience Management
We believe a Continuous Experience Management model with the four steps of Measure, Share, Identify, and Improve will enable you to make the most of your Now platform.
It all starts with measuring end-user experiences, which the HappySignals Experience Management Platform has all the survey and analytical tools for.
Always start measuring before any changes, not after. Before renewing your portal or enabling certain new features, for example, you should first measure the baseline. Sharing the Experience Data openly with your IT team even before they embark on improvement efforts will give them visibility of what is working fine and what needs fixing. Then, they can focus on brainstorming fixes for the areas that need attention.
Combining Experience Data from HappySignals with ServiceNow operational data also gives you the granular insights needed to identify the operational factors affecting end-user happiness and productivity.
For example, you can measure how end-user experience changes each time a ticket reassignment happens. Based on the latest results from our H1/2021 Global IT Experience Benchmark Report, you will likely see that when tickets are reassigned more, end-user happiness reduces while lost time increases.
In your own company context, you might find that frequent ticket reassignments happen especially with specific types of incidents or requests. Your IT team can then improve their service by finding ways to reduce ticket reassignments in those areas, such as by directing certain types of tickets immediately to the relevant team, skipping unnecessary intermediate steps.
Make Experience the metric your IT team is accountable for
From the CIO’s perspective, this Continuous Experience Management approach also allows you to make your IT department accountable for improving the end-user experiences created through the Now platform. With full visibility of real-time Experience Data on HappySignals for both CIOs and IT teams, measurable targets can be set for improving end-user happiness and productivity.
I believe IT team members will also be more motivated if they are given the opportunity to use technological solutions like ServiceNow to create real impact for end-users!
What type of impact? Well, by putting into practice Continuous Experience Management using HappySignals, our customers have been able increase the productivity of their end-users from ITSM by 26%, saving on average 37 minutes per ticket. That time saved doesn’t just make employees happier and more productive, it also translates directly to hours and dollars for the business!
Interested in how Experience Management for ServiceNow works with the HappySignals platform? View some of our short practical examples and demos.
In this week’s episode of Happy in 15, Sami and I hear from Ex SVP of Customer Success at ServiceNow, Jimmy Fitzgerald, about what CIOs and IT executives care about when using ServiceNow. We also discuss how Experience Management and HappySignals help you to leverage your ServiceNow platform.
If you enjoyed watching this, be sure to subscribe to Happy in 15 and never miss an episode. If you prefer to read than watch, stay tuned for more blog posts like this one!
Looking for something even more bite-sized? Check out our recently released Learning Center, where we cover everything from XLAs to optimizing your ServiceNow.
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