Understanding the Value of ServiceNow
We will start this book by discussing the value that can be enabled by the deployment of ServiceNow. All too often, the ServiceNow platform (and other tools) is deployed to fill a particular role within the technology landscape without focusing on the value it generates for the organization. When an organization sets out to implement a ticketing tool or an HR portal, it can be an indication that they’re on this path. If you’re reading this book, you have likely been given a key role in bringing ServiceNow to an organization and you would like to help make that implementation as valuable as possible. This book is going to give you concrete and actionable advice on how to achieve that goal.
This chapter will provide specific guidance on how to discover and shape the value proposition of your organization’s investment in ServiceNow.
In this chapter, we’re going to cover the following topics related to Managing Value:
- What is Value?
- Why is managing ServiceNow’s value important?
- Who is responsible for value?
- How do we define value?
Then, we will dive deeper into four categories of ServiceNow implementation value:
- Service quality
- Cost optimization
- Customer experience
- Innovation enablement
