Top 5 ways to protect your ServiceNow investment

Top 5 Things You Can Do to Keep Your Investment in ServiceNow Safe in 2025

ServiceNow has solidified its position as a leading platform for enterprise workflows, but as with any major investment, it’s crucial to take proactive steps to protect and maximize its value. Here are the top five strategies you should prioritize in 2025 to ensure your ServiceNow implementation remains secure, efficient, and aligned with your organizational goals.

1. Adopt a Robust Governance Framework

ServiceNow’s versatility allows for extensive customization, but unchecked changes can lead to platform sprawl, security risks, and inefficiencies. Establish a governance framework that defines clear policies for:

• Role Assignments: Ensure administrators and developers have the appropriate permissions and restrict access based on the principle of least privilege.

• Change Management: Implement formal review and approval processes for all updates, enhancements, or integrations.

• Platform Standards: Maintain a library of approved configurations, scripts, and templates to avoid redundancy and poor practices.

 Pro Tip: Start with a practical, scaleable approach focused on communication and a clear set of goals.  Heavy, bureaucratic processes will not be adopted willingly.

2. Invest in Continuous Training and Certification

The rapid evolution of ServiceNow features demands ongoing training for your team. Certified professionals are better equipped to manage, optimize, and secure your instance.

• Train Admins: Encourage certifications such as Certified System Administrator (CSA) and specialty certifications (e.g., ITSM, SecOps).

• Empower End-Users: Provide tailored workshops to improve adoption and encourage effective use of workflows.

• Utilize Partner Support: Collaborate with ServiceNow partners for advanced training sessions customized for your organization.

Resource: Visit the ServiceNow Learning Portal for up-to-date certifications and modules. 

3. Conduct Regular Instance Health Checks

A periodic health check ensures that your ServiceNow instance runs optimally and aligns with best practices. Focus on:

• Performance Monitoring: Use built-in tools like Performance Analytics to track key metrics such as response times and transaction volumes.

• Security Audits: Run vulnerability scans and validate configurations against security standards.

• Data Cleanup: Archive outdated data and resolve duplicate records to maintain database efficiency.

 Pro Tip: Leverage Astrica's Value Acceleration Clinic offering to understand how you are (or are not) aligned to best practices, identify common misconfigurations and prioritize areas for improvement.

4. Implement Proactive Security Measures

ServiceNow houses sensitive organizational data, making it a potential target for cyber threats. Secure your investment by:

• Enabling Multi-Factor Authentication (MFA): Strengthen user authentication processes.

• Regular Patching: Stay current with ServiceNow’s patches and updates to mitigate vulnerabilities.

• Auditing Third-Party Integrations: Ensure external integrations adhere to your security policies and industry standards.

Resource: Use ServiceNow’s Vulnerability Response module to streamline identification and remediation of security risks.

5. Align with Business Objectives

Your ServiceNow investment should evolve with your business needs. Engage stakeholders regularly to:

• Review Priorities: Ensure current workflows and processes align with organizational goals.

• Plan for Scalability: Leverage ServiceNow’s modular architecture to introduce new features or scale operations.

• Monitor ROI: Track key performance indicators (KPIs) to measure the platform’s impact on efficiency, cost savings, and user satisfaction.

Pro Tip: Use the Strategic Portfolio Management (SPM) module to align ServiceNow initiatives with business objectives effectively.

Final Thoughts

By prioritizing governance, continuous training, health checks, proactive security, and business alignment, you can safeguard your ServiceNow investment and drive significant returns in 2025. These steps ensure your platform remains a resilient, scalable, and integral part of your enterprise’s success.