How to Tackle Change Management When Migrating a Workflow to ServiceNow

If you've been struggling with a process at your organization and are thinking, "We really need to move this workflow to ServiceNow", you are not alone. There is no doubt automating a primarily (or completely) manual workflow is enticing. Who wouldn't want a consistent, fast, predictable workflow that reduces the amount of mundane tasks your workforce has to endure?

And, while you will see immense benefits in doing so, migrating a workflow to ServiceNow can be challenging process and it has little to do with the technology. In fact, it usually has more to do with the people involved, than with the technology.

It's really about tackling the Change Management aspects of the migration.

Careful consideration, planning, coordination, and communication are all important to ensure a smooth transition. Approaching it from a people-first methodology will increase the likelihood of success and bring a higher level of adoption and satisfaction within the organization.

Here are some tips to help you tackle change management when migrating a workflow to ServiceNow:

1. Assess the Current Workflow

Before you begin the migration process, take the time to assess the current workflow. Identify the key stakeholders, the steps involved, and any potential bottlenecks or inefficiencies. This will help you to understand the current state of the workflow and identify areas for improvement. Interview the people that make part of the workflow - They know it intimately. Understand their needs and identify the reasons why steps exist. In many cases, you will uncover if the steps are required, or no longer needed.

Capture current Key Performance Indicators (KPIs) and metrics that are used to measure and monitor the workflow. In some cases there are none currently being used, but users may express desires of knowing certain metrics and trends. Capturing these ideas are valuable.

2. Define the Desired Future State

Next, create the future state of the desired workflow. Identify the steps that are crucial and which are optional. Organize them categorically. Those that need to be part a serial flow (i.e. Have a dependency on previous step(s)) and those which can be parallel activities (i.e. Can happen concurrently with other step(s)). The more serial activities you move to become a parallel activity (or remove completely) will make for a leaner and more efficient workflow. There's a reason the organization wants to change the workflow, and it's not because the current one is great. Be careful not to fall into the trap of trying to automate a workflow as-is.

Remember, an inefficient manual workflow makes a a really bad automated workflow.

Take advantage of the change to refine the workflow and make it as efficient as the organization will allow.

3. Develop a Change Management Plan

Develop a change management plan that outlines the steps involved in migrating the workflow to ServiceNow. This should include a timeline, a list of tasks, and the resources required. The plan should also include a communication strategy to keep stakeholders informed throughout the process, plus a plan to communicate to end-users.

If any 3rd party systems are used in your workflow, it's crucial to start the discussion of how the systems will interact. Starting this early in the cycle will help to prevent surprises later in the initiative.

4. ServiceNow Workflow

Once you're confident in the new workflow, it's time to start building and defining the desired future state of the workflow in ServiceNow. This should be based on your assessment of the current workflow and should include any improvements or changes that you want to implement. This will help you to set clear goals and objectives for the migration process.

5. Engage Stakeholders

Engage with stakeholders throughout the migration process. This includes communicating the goals and objectives of the migration, seeking their input and feedback, and addressing any concerns or issues that they may have. This will help to build support for the migration and ensure that stakeholders are invested in the success of the project.

6. Test and Refine

Test the new workflow in ServiceNow to ensure that it meets the needs of the organization. Refine the workflow based on feedback from stakeholders and any issues that arise during testing. This will help to ensure the workflow is effective and efficient in its new environment and delivering the desired outcome.

7. Train Users

Train users on the new workflow in ServiceNow. This should include training on how to use the new system, as well as any changes to their roles and responsibilities. This will help to ensure that users are able to use the new workflow effectively and efficiently.

8. Monitor and Measure

Monitor the performance of the new workflow in ServiceNow and measure its success against the goals and objectives set at the beginning of the process. Identify key performance metrics (KPIs) for your workflow, for example: Cycle Time, Throughput or Case backlog. Evaluate any metrics collected during the user interviews in Step 1, to determine if they should be implemented with the new workflow.

These metrics will help you to identify any areas for improvement and ensure that the migration is returning the expected value. In addition, will help communicate the return on investment to executives.

Knowing how to management change when migrating a workflow to ServiceNow will dramatically increase your chance of success. With careful planning, communication, and engagement, you can ensure a smooth transition and a successful outcome.

As always, if you need help with your ServiceNow implementations and migrations, we have products and services to make you successful! Reach out anytime!