Building an “Amazon-Like” experience of IT requires smarter use of resources
If you’re looking for a modern CMS toolkit for building better customer experiences, ServiceNow Service Portal delivers value. If your aim is to build an Amazon-like experience of IT with ServiceNow, there are three challenges you face: 1.) demand, 2.) skilled resource and expert support, and 3.) cost and ease of use.
Let’s face it, Amazon has created the world’s best, complete customer experience. They’re also a global behemoth with endless financial resources to continually refine their service operations. How can you possibly deliver an Amazon-like experience of IT to your customers with the resources available to you?
The word “resources” is key to this topic. As we’ve worked with clients across the US, they tell us the #1 problem they face is meeting their ServiceNow demand. And, demand is not always predictable. In other words, it exceeds resources, but it can have peaks and valleys, too. Our clients have also indicated that truly skilled resources (there’s that word again) are very scarce. It can take 6 months for someone to become somewhat capable on ServiceNow, and then they either need a big raise or they are hired away by someone else. One other thing, ServiceNow is broad and still rapidly expanding in a lot of directions, so keeping up to speed on the latest functionality can be a resource-intensive exercise.
Beyond that, another issue that seems subtle, but is very significant is the lack of senior developers, or a true solution architect to lead effectively. Senior, experienced people don’t do things wrong, and they also don’t do the wrong things. This is a much bigger factor in making true progress – avoiding things that don’t work out or that don’t add real value. How often have you looked back on an activity that consumed a lot of resources and said, “If we had known better, we would not have even done that.” When help is needed, where can you turn to? How can you really know if you are doing the right things without a subject matter expert in place to help you determine if you’re on the proper path?
Cost and ease of use is yet another problem. You can hire a consultant, but this can be costly on different levels, not just price. For example, contracts, task orders and invoices are a lot of work. And it’s typically time-consuming to educate outside consultants on your internal processes.
Most try to handle it by building a core internal ServiceNow team, augmented by outside consultants on a project-by-project basis and possible offshore technical support. This is common practice, but this approach is not good. We have been doing it this way for so long we may not stop to think how inefficient, expensive, slow and management time intensive it is.
In our next post, I’ll talk about how the Amazon model can help. And, I will address four key questions:
- How do we design it?
- What do our customers want and need?
- What are the best practices?
- How do we manage it?
And now my short pitch :-) As for meeting your ServiceNow demand today, check out our unique Evergreen Evolve service -- it was designed specifically to address this challenge. I also hosted a webinar on this topic. Download the recording and slides for "How to Meet Your ServiceNow Demand aka Creating a ServiceNow 'Services Factory'" here.
About the Author: Don Casson is CEO of Evergreen Systems, an IT consulting firm helping medium to enterprise public and private sector organizations to dramatically transform their IT operations. Don is a frequent writer, blogger and presenter, and has delivered over 50 webinars on topics in Service Management, including IT and shared services.