servicenow user journey

Navigating Digital Transformation: A Roadmap for Your ServiceNow Journey

27 March 2023 | 5 min | Sylwester Jassa - Presales Manager & Solution Consultant

27 March 2023 | 5 min | spoc

Do you know what’s better than climbing a mountain? Reaching the top of a digital transformation peak! And if you’re using ServiceNow, you can do it faster and cheaper than with any other alternative, according to Forrester Research. ServiceNow facilitates the rapid construction of cloud solutions, automating a large number of intricate compliance workflows in just half the time and at a third of the cost of the competitors. But here’s the catch – the stats don’t reveal the real secret to success…

How a ServiceNow Roadmap can help you climb the digital mountain?

When embarking on a journey, it’s crucial to have a plan in place to ensure that you reach your destination. This is especially true when it comes to digital transformation and the implementation of a ServiceNow platform. Building a roadmap for your ServiceNow journey is like planning a trip to climb a mountain. You are a traveller, and just like with a mountain climb, you need to know everything about what’s going on to plan ahead.

What does it involve? You should consider the weather conditions, the itinerary, the team members, and the ultimate goal. Similarly, when building a roadmap for your platform, you need to take into account all the necessary details. What are the stops on the way? What are strategic goals, the needs, and what is required to reach your goal?

Many companies may not be fully prepared to leverage ServiceNow’s features and capabilities. With a roadmap, your organization can gain a clear understanding of its readiness for this transition, assess the availability of necessary resources, and track its progress in the process. This is how you can avoid wandering aimlessly without a clear destination. I believe that every company should prioritize this essential step for moving forward. Sylwester Jassa , Presales Manager & Solution Consultant

It’s important to remember that just like climbing a mountain, you may not always be able to see your end destination clearly. For example, the ROI for your ServiceNow may be obscured by clouds. This is why having a strategic overview and a roadmap is so crucial. It helps you navigate the journey and ensures you don’t get lost along the way.

ServiceNow digital transformation

So, what exactly is a Roadmap? It is a strategic plan that outlines the steps required to achieve your business goals. As a visual representation of your organization’s journey toward a desired outcome, it helps you identify the key milestones, resources, and timelines required to reach that goal. 

A well-prepared roadmap should consist of a clear vision, business justification, and a plan for execution. This way, you can get a valuable tool to help other stakeholders in the company see the usefulness and point of the ServiceNow implementation. 

We have mapped 8 steps to follow when building a ServiceNow roadmap:

Assess your current state.

Conduct a Digital Maturity Assessment to evaluate your organization and business strategy’s current state and identify the gaps and challenges to understand where you stand in terms of digital maturity and what steps you need to take to move forward.

>> Read more about DMA here <<

Identify the roadmap components

Based on the assessment results, identify the components, such as process improvements, technology updates, product ideas, resource requirements, and organizational changes.

Prioritize the components

To effectively prioritize the components of your roadmap, consider their importance, urgency, and impact on achieving your goals. This approach ensures you allocate the necessary resources and effort to focus on the most critical components of the overall strategy.

Define the roadmap phases

Divide the components into phases based on their dependencies and timeline. Each phase of the development roadmap should have clear objectives, timelines, and success metrics.

Identify the stakeholders

Identify who will be involved in the roadmap, development process, and implementation, including the executive sponsor, project manager, functional leads, technical leads, and end-users.

Build the roadmap

Document the objectives, components, phases, timelines, success metrics, and stakeholders. Use a visual format, such as a Gantt chart, roadmap view or timeline, to make it easier to understand and communicate.

Communicate

Tell about the project roadmap to all stakeholders and spread it across the organization to buy-in and support from all parties involved.

Update and monitor the roadmap

Regularly review strategy roadmap and revise the roadmap based on feedback, shifting priorities, and emerging challenges. Keep a close eye on the progress of the roadmap and measure success metrics to ensure that you remain on course towards achieving your objectives.

With the above steps, you can create a customized ServiceNow roadmap that aligns with your organization’s unique objectives and requirements. This roadmap will pave a distinct way for the entire company to reach success, providing clarity and direction toward the intended destination.

Preparing for the digital future with the right product strategy

Simply purchasing the most expensive ITSM system on the market isn’t enough to ensure success. It takes careful, strategic planning, and preparation to be truly ready for the climb ahead. A roadmap allows you to assess your organization’s readiness for change, determine whether you have the necessary resources, and identify where you currently stand in the process.

With a well-designed roadmap, you can navigate the terrain of digital transformation, integrate new systems, automate workflows, and achieve a positive return on investment. 

Building a roadmap is like embarking on a thrilling adventure where you discover new terrains and new peaks. With a clear plan in hand, you will feel ready for the future and be able to tackle any challenge that comes your way. Remember, a roadmap is not a magic solution but rather a reliable way to achieve success and reach your ultimate goals. Sylwester Jassa , Presales Manager & Solution Consultant

So, building a roadmap after DMA for your ServiceNow is crucial to achieving your organization’s goals. It provides a clear direction and shared understanding of the platform, enhances transparency and communication between stakeholders, facilitates better and well-informed decision-making, and helps you stay focused. With a roadmap, you will be able to achieve your digital transformation goals, maximize your ServiceNow investment, enhance your overall organizational performance and stay competitive. 

A high-level strategy roadmap is essential to unlocking the full potential of your ServiceNow investment. A well-crafted roadmap outlines future initiatives, aligns with your business strategy, and defines a clear strategic vision. The road mapping process provides the big picture, ensuring that each step towards achieving the project’s goals is purposeful and intentional. Adam Bernas, Chief Product Officer, CMA

Can you imagine climbing Mount Everest without the help of experienced Sherpas? We certainly can’t! That’s why we’re here to help you build a roadmap for your platform and enjoy the journey toward your ultimate goal. Our team can help you with product vision, measure your strengths and intentions and find the perfect climbing trail for you, and complete it with the right stops and support. Contact us today . Let us guide you to success with your ServiceNow and create a roadmap with us.

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Workspace one itsm connector for servicenow expands support to multiple uem and intelligence tenants.

The Workspace ONE ITSM Connector for ServiceNow helps you streamline service desk operations by surfacing UEM (Unified Endpoint Management) device data and actions and Intelligence tools directly in the ServiceNow Incident screen, so access to these other consoles is not required for L1 and L2 support agents, reducing mean time to resolution (MTTR) and training requirements. To date, the ITSM Connector for ServiceNow could only ingest data from a single Workspace ONE UEM tenant. However, many Workspace ONE customers have multiple UEM tenants, for different business units or child companies for example.

Now the Workspace ONE ITSM Connector can ingest data from up to five different UEM and Intelligence tenants. This blog will walk you through how to configure additional UEM and Intelligence tenants in the ITSM Connector for ServiceNow.

Prerequisites

  The following steps assume that the Workspace ONE ITSM Connector is already installed in your ServiceNow instance and has been configured to connect to one UEM tenant and one Intelligence tenant. Check out this video to learn more about configuring the ITSM Connector. The below steps describe adding the second and subsequent (up to five) UEM and Intelligence tenants.

Also, the steps to add additional UEM tenants will differ slightly depending on the ServiceNow version. The Washington version added a couple of steps to access these connection settings, so verify your ServiceNow version before starting. The following steps will only reference the Vancouver and Washington versions of ServiceNow since the latest version of the Workspace ONE ITSM Connector (version 5.0.0) only supports these two versions of ServiceNow.

How to add Workspace ONE UEM instances to the ITSM Connector

First, we need to enable multi-tenant support in the ITSM Connector. Then we can add additional Workspace ONE UEM tenants.

• Access the Guided Setup screens for the ITSM Connector in ServiceNow. Click the All menu at the top of the ServiceNow console. In the search field, type “Workspace ONE” then find the ITSM Connector and select Setup .

• From the ITSM Connector Welcome screen, click Continue on the top right.

• Scroll down to the Configure application defaults section and click Edit .

• On the Configure application defaults screen, click Configure .

• Select the check box to enable Workspace ONE Multi Tenant . Then click Save and Close .

• Then access the Configure Connections settings by clicking the first navigation circle on the left.

• Click Continue in the Configure connections section at the top.

• Then find the Configure UEM OAuth 2.0 details (optional) section, select the Configure Additional OAuth Connections tab, and click Configure .

NOTE: Here is where the steps depend on the ServiceNow version. If you have Vancouver, skip to step 11 below. If you have Washington or later, keep going with step 9.

• This takes you to the Workflow Studio. Select the Integrations tab to continue.

• Use the Search all connections field or scroll down and find the tile with the title Workspace ONE UEM ITSM Connection. Click Add Connection to directly add the information for an additional UEM instance OR click View Details to view and edit the list of UEM connections.

• In ServiceNow Vancouver, you will be taken directly to the Workspace ONE UEM ITSM Connection details screen. Click Add Connection to connect to an additional UEM tenant. This is also where you can edit any existing UEM connections.

How to add Workspace ONE Intelligence instances to the ITSM Connector

If you add another Workspace ONE UEM tenant to the ITSM Connector, you must add the corresponding Intelligence tenant as well.

• Follow the steps in the UEM section of this guide to access the Workspace ONE ITSM Connector Configure connections screen in ServiceNow. Then scroll down and find the Configure Intelligence OAuth 2.0 details section.

• Select the Configure Additional OAuth Connections tab and click Configure .

NOTE: Here is where the steps depend on the ServiceNow version. If you have Vancouver, skip to step 5 below. If you have Washington or later, keep going with step 3.

• On the Workflow Studio homepage, select the Integrations tab.

Figure 2: List of integrations in ServiceNow Workflow Studio

• Use the Search all connections bar at the top or scroll down and find the WS1 Intelligence ITSM Connection tile. You can click Add Connection to add another Workspace ONE Intelligence tenant or click View Details to view and edit the list of Intelligence connections (similar to UEM connections).

• In ServiceNow Vancouver, you are taken directly to the WS1 Intelligence ITSM Connection details screen. Click Add Connection to add another Workspace ONE Intelligence instance.

Map UEM instances to Intelligence instances

Now that we know where to add additional Workspace ONE UEM and Intelligence tenants, let’s map the UEM tenants to the correct Intelligence tenants in the ITSM Connector configuration.

• Go back to the Configure Intelligence OAuth 2.0 details section of the ITSM Connector setup screens in ServiceNow, but this time select the UEM to Intelligence Mapping tab, then click Configure .

• The pop-up dialog will show two columns: the list of UEM connections on the left and the list of Intelligence connections on the right. Map the correct Intelligence tenant to the UEM tenant, then click Save at the bottom.

Agent experience

Now that ServiceNow can search for device data in multiple Workspace ONE UEM and Intelligence tenants, how does this impact the service desk or helpdesk agent using ServiceNow? The only change is the message shown within the incident the first time ServiceNow searches for the configuration item (device serial number) in UEM or Intelligence. The service desk user can see ServiceNow cycle through each UEM tenant until a match is found. After a match, the correct UEM or Intelligence connection is cached so that every subsequent search goes directly to the cached connection.

Figure 3: Workspace ONE ITSM Connector in ServiceNow initial search for the configuration item in UEM

Additional Resources

Check out these other resources to learn more about the Workspace ONE ITSM Connector for ServiceNow:

• Workspace ONE ITSM Connector Feature Walkthrough video
• Employees are Now Empowered with the ITSM Connector for ServiceNow
• Workspace ONE ITSM Connector for ServiceNow Demo

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Christina Minihan

Read More from the Author

Staff Architect, Workspace ONE Technical Marketing, End User Computing. Christina has a background leading Pre-Sales System Engineering teams at End User Computing and VMware's Internet of Things business unit, and also at Google Cloud. Prior to Workspace ONE Technical Marketing, she led Technical Marketing, demo lab management and PoC/Beta Testing Programs for New Product Introduction within the VMware Edge and IoT business. Christina has a passion for communicating highly technical concepts in a format that anyone can understand. She holds a Bachelors in Management Information Systems from The University of Georgia and an MBA from Kennesaw State University.

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USC is a leading private research university located in Los Angeles – a global center for arts, technology and international business. As one of the city’s largest private employers, responsible for more than $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills across a variety of academic schools and units. As a USC employee, you will enjoy excellent benefits and perks , and you will be a member of the Trojan Family - the faculty, staff, students and alumni who make USC a great place to work. Think you’ve got what it takes to join us? We invite you to search our open positions and apply!

Director of Customer Service

The University of Southern California (USC) Department of Information Technology Services (ITS) is seeking a Director of Customer Service experienced in driving continuous service improvement, and delivering IT customer service based on ITIL service standards and high-quality service measures using ServiceNow solutions.

The Director of Customer Service will lead a high-performing, frontline technical support team to provide customer service excellence to a diverse range of campus stakeholders.  Additionally, the Director develops and encourages a culture of high customer service through ongoing training, performance metrics and staff development. The Director collaborates with peers within the IT community to ensure operational support is effectively managed across department boundaries.  This leader role drives continuous improvement, cost effective support solutions and staff development geared towards sustainable operations. As part of the leadership team, the Director models and cultivates ITS culture, values, and behaviors.

MINIMUM QUALIFICATIONS

Great candidates for the position of Director of Customer Service will meet the following qualifications:

• A minimum 10 years of experience in Information Technology, Business administration, and/or higher education
• A minimum 10 years of experience in a Management or Leadership role.
• A bachelor’s degree in business administration, Computer Science or related field(s) and/or combined experience/education as substitute for minimum education.
• Extensive experience delivering technology services in the field through coordination with central teams, driving continuous service improvement, and delivering IT customer service based on service levels and service quality measures.
• Knowledge of the Information Technology Infrastructure Library (ITIL) service-management approach and framework.
• Experience in implementing ITIL-based methods using ServiceNow software.
• Proven ability to foster an environment of trust, collaboration, transparency, and accountability and to build an inclusive environment that values, encourages, and supports differences.
• Excellent organizational skills, able to set priorities and manage multiple projects.
• Exemplary communication and interpersonal skills, with the ability to present the business side of technical topics to non-technical audiences, and persuasively and effectively interact with various stakeholders and diverse individuals and groups.

In addition, the successful candidate must also demonstrate, through ideas, words and actions, a strong commitment to USC’s Unifying Values of integrity, excellence, diversity, equity and inclusion, well-being, open communication and accountability.

PREFERRED QUALIFICATIONS

Exceptional candidates for the position of Director of Customer Service will also bring the following qualifications or more, in addition to the Minimum Qualifications:

• 15 or more years of relevant experience 
• 5 years of overseeing support of end-user IT hardware and software
• Graduate degree(s) in Computer Science, Information Systems, Business Administration, Management, or a related field.
• ITIL certification
• Strong analytical, research, and conceptual skills plus high interpersonal and communication skills.
• Ability to develop and maintain key relationships to achieve business objectives.

SCOPE OF THE ROLE

The Director of Customer Service will:

• Lead a high-performing, frontline technical support team to provide customer service excellence to a diverse range of campus stakeholders. Drives successful day-to-day operations of the ITS service desk, managing service levels and quality of service delivered via phone calls, emails, voicemails, in-person visits, and other channels of supported service lines.
• Manage resource scheduling to ensure sufficient coverage to maintain target service levels, tracks and reports service delivery metrics, and gathers and analyzes customer survey data to ensure quality service delivery.
• Work closely with ITS leadership to identify, implement, and support cost effective, leading solutions for all aspects of customer service, maintaining currency with industry innovations. Provides frontline and operational support services to other ITS and USC departments, as needed, including after-hours phone service and/or event support for client offices.
• Establish and maintains trusted relationships with customers, partners, and ITS departments, to build an information technology strategy that responds to the university’s business vision, goals, and strategy. Contributes in cross-functional coordination, architecture discussions, and prioritization planning in a highly collaborative environment.
• Actively drive the process of embedding ITS values and behaviors. Leads by example, demonstrating ethics and high accountability to create a culture of trust and transparency.
• Fosters an inclusive environment that values team member differences, creating a sense of belonging and appreciation.
• The director role is accountable for the IT service center, business operations support and endpoint management (PC and Apple).  This role has 3 managers reporting to it.

The ITS vision aligns strategy, business, and services; affirms ITS cultural values; empowers cross-functional teamwork; embraces world-class best practices; and promotes innovation, excellence, agility, and efficiency. To achieve this vision, ITS is committed to providing a resilient modern technology infrastructure that delivers the performance necessary to meet the demands of a growing customer base. By training in the latest technologies for its highly productive and motivated workforce and providing outstanding customer experience and technology services, ITS aligns with the university’s mission to provide exceptional learning opportunities for students. ITS is creating a workplace where employees can develop cutting-edge skills, take pride in the services they provide, and have access to the roles and career paths that align with their abilities and potential. We are looking for top talent to join us on our journey.

ITS CULTURE

USC’s ITS organization represents a diverse and talented team committed to supporting a collaborative culture and delivering secure and innovative IT services, core to the mission of USC. ITS values accountability, excellence, and commitment to exceptional customer experience. ITS strives for a supportive and inclusive culture that encourages employees to do their best work every day and where individuals are recognized and celebrated for their contributions.

USC is the leading private research university in Los Angeles—a global center for arts, technology, and international business. With more than 49,500 students, we are located primarily in Los Angeles and various US and global satellite locations. As the largest private employer in Los Angeles, responsible for $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment in careers that span a broad spectrum of talents and skills across a variety of academic and professional schools and administrative units. As a USC employee and member of the Trojan Family—the faculty, staff, students, and alumni who make USC a great place to work—you will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance.

USC is a leading private research university which ranks No. 3 overall among western universities now grown to 49,500 currently enrolled students and over 30,000 faculty and staff.  In the 2020-2021 fiscal year, the University of Southern California attracted $955.6 million in sponsored research to fund studies in biotech, public health, biomedical engineering, cancer, and Alzheimer’s disease, among others.

Join the USC ITS team and work as a trusted partner in shaping an environment of innovation and excellence.

The annual base salary range for this position is $175,000 to $190,000. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.

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