You Have ServiceNow—But Are You Maximizing It?
ServiceNow is a powerful platform, but too many companies fail to unlock its full value. They invest in licenses, implement workflows, and expect transformative results—only to be left wondering why they’re not seeing the ROI they anticipated.
The problem? Avoidable pitfalls companies, platform owners and exec sponsors make with their ServiceNow investment—and how to fix them.
Mistake #1: Treating ServiceNow Like a Static Tool
⚠️ Why It’s a Problem:
Many organizations treat ServiceNow as a one-time implementation project rather than an evolving platform. They configure workflows, deploy the system, and move on—without optimizing it over time.
✅ How to Fix It:
ServiceNow is constantly evolving, and so should your approach. Companies that continuously refine and expand their use of automation, AI, and predictive analytics see the highest ROI. The remedy? Define a process, governance board that meets on a monthly/quarterly cadence to prioritize, set KPI goals and accountability for constant change. Astrica’s Governance Value Amplification Clinic (VAC) ensures that your ServiceNow implementation grows with your business needs.
Mistake #2: Ignoring AI and Automation Capabilities
⚠️ Why It’s a Problem:
Most companies use ServiceNow for basic workflow automation but fail to tap into its AI-driven capabilities. Features like Predictive Intelligence, Virtual Agents, and AIOps can significantly reduce manual effort, improve efficiency, and enhance user experience.
✅ How to Fix It:
Take full advantage of ServiceNow’s AI-driven tools:
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- Predictive Intelligence to automatically categorize and route incidents.
- Virtual Agents to handle repetitive inquiries without human intervention.
- AIOps to detect and resolve IT issues before they impact operations.
Astrica specializes in implementing advanced AI solutions that go beyond basic automation to drive real business impact. Sure, the license costs can be daunting - but do the business case to prove the ROI. Contact Astrica to help!
Mistake #3: Lack of Cross-Departmental Integration
⚠️ Why It’s a Problem:
ServiceNow is often deployed in silos—primarily in IT—while HR, Finance, Customer Service, and Legal continue to rely on outdated, disconnected processes.
✅ How to Fix It:
Break down silos by expanding ServiceNow across the enterprise. Use Enterprise Service Management (ESM) to integrate workflows across departments, improving efficiency and visibility organization wide. A governance board where the platform is holistically managed helps integrate both the people, workflow and technology across departments. For example - A global enterprise reduced HR onboarding time by 60% by automating employee setup processes within ServiceNow.
Mistake #4: Choosing the Wrong ServiceNow Partner
⚠️ Why It’s a Problem:
Many ServiceNow partners focus solely on implementation—configuring workflows, setting up dashboards, and calling it a day. But without strategic optimization, automation, and AI integration, companies miss out on significant value.
✅ How to Fix It:
Work with a partner that goes beyond basic setup. Astrica specializes in:
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- Ongoing ServiceNow optimization to ensure long-term ROI.
- AI-driven automation to unlock full platform potential.
- Custom solutions tailored to your industry and business needs.
Ready to Get More from Your ServiceNow Investment?
Avoiding these common mistakes is the key to maximizing ServiceNow’s value. Whether it’s leveraging AI, breaking down silos, or continuously optimizing workflows, the right approach can turn ServiceNow into a true competitive advantage.
If your ServiceNow instance isn’t delivering the results you expected, Astrica can help. Let’s talk about how to unlock its full potential. Contact Astrica.