Blog

Thought Leadership for
IT Service Management Professionals

Three Steps for Adopting Agile Development for Your ServiceNow Projects

Posted by Don Casson

Why Build and Modify stages in the Service Factory Workflow requires effective Agile project management

I’ve got good news and bad news. Which one do you want to hear first?

First, let me tell you the good news. ServiceNow is a modern Software-as-a-Service (SaaS) style solution that is very flexible, easily configurable, and fast to build and modify. From ideation to functional definition to initial capability to building and modifying, ServiceNow is much faster than the tools and solutions of the past. You’d do well by taking full advantage of what ServiceNow has to offer.

Now to the bad news. Building and modifying today’s solutions, like ServiceNow, requires that you move at the speed of innovation, while lowering the risk of poor outcomes. Why is this bad news? Because older style implementation methodologies like Waterfall are too monolithic and slow to respond to growing and evolving demands; what’s required is the Agile development approach. The bad news isn’t that we MUST adopt a new development process, it is that most IT operations organizations don’t know WHERE to start.

To that end I’ll offer some insights in this article. But before I go into that, and in case you missed it from my recent blog posts, there are four stages in the services factory workflow: Consider, Build, Modify and Retire.

Read More

Topics: Service Now, ServiceNow, Service Catalog Consultant, IT Service Catalog, ITSM, IT Service Management, ITSM Strategy, Employee Self-Service Portal, Service Taxonomy, Customer-Centric IT, ServiceNow Solutions, ServiceNow Partner, Service Design Processes, ITSM Consultants, Customer-Centric ITSM, IT Service Owner, Service Portal, Service Catalog Planning, ServiceNow Admin, ServiceNow Support, ServiceNow Service Portal, ITSM Platforms, IT Service Design, services factory, Don Casson, servicenow project, agile



ServiceNow Demand Management: How to Bring Good Customer Ideas to Life

Posted by Don Casson

An overview of the Consider stage, the first step in the Service Portfolio “Factory” process.

Your customers are demanding a lot from you. From a business standpoint, this demand may be an indication that you’ve demonstrated to your customers that you can help them. That’s great news! ServiceNow certainly makes it easy to create new Service capabilities. The problem is, for many–customer demands exceed available resources. 

Read More

Topics: Service Now, ServiceNow, Service Catalog Consultant, IT Service Catalog, ITSM, IT Service Management, ITSM Strategy, Employee Self-Service Portal, Service Taxonomy, Customer-Centric IT, ServiceNow Solutions, ServiceNow Partner, Service Design Processes, ITSM Consultants, Customer-Centric ITSM, IT Service Owner, Service Portal, Service Catalog Planning, ServiceNow Admin, ServiceNow Support, ServiceNow Service Portal, ITSM Platforms, IT Service Design, services factory, Don Casson



Managing ServiceNow Demand in Three Steps

Posted by Don Casson

Why you need a Phased Strategy and Roadmap, Service Portfolio Mentality, and Service Portfolio “Factory” Thinking.

Think about ServiceNow and how it has truly changed things: it provides agility, flexibility and wide-ranging capability, and makes it easier than ever before to create new and enhanced solutions very quickly. This is VERY different than ITSM solutions of the past. The "problem" for customers I’ve talked to is that keeping up with the demand for new services is a big challenge, and it keeps growing.

Read More

Topics: Service Now, ServiceNow, Service Catalog Consultant, IT Service Catalog, ITSM, IT Service Management, ITSM Strategy, Employee Self-Service Portal, Service Taxonomy, Customer-Centric IT, ServiceNow Solutions, ServiceNow Partner, Service Design Processes, ITSM Consultants, Customer-Centric ITSM, IT Service Owner, Service Portal, Service Catalog Planning, ServiceNow Admin, ServiceNow Support, ServiceNow Service Portal, ITSM Platforms, IT Service Design, services factory, Don Casson



Subscribe

Recent Posts

Posts by Topic

see all