In my conversations with clients, a recurring theme has emerged—many organizations have ServiceNow, yet they're uncertain about whether they're maximizing their ServiceNow investment. ServiceNow has more features and added complexity compared with other tools, which is why I am told that companies are unsure if they understand all the features that ServiceNow offers based on the licensing they have purchased.
“We’ve been using ServiceNow for a while, but are we really using it right?”
If you are thinking this, then just know you are not alone. I hear this from clients over and over again. They have laid the groundwork, gotten their staff onboard, and are using the platform for core functions. But when they dig deeper, they wonder whether they’re leveraging all the capabilities at their disposal. This question usually rears its head because everyone is focused on getting ServiceNow implemented flawlessly and other partners do not focus enough on People and Process.
One Common Area Of Uncertainty… Dashboarding and Reporting
Many leadership teams aren’t fully aware of the powerful insights that ServiceNow dashboards can provide. Whether it's tracking KPIs across departments or transparency into workflow efficiency, the platform’s reporting tools can be underutilized, leaving teams without the visibility they need to make informed decisions. Without leveraging them, organizations miss out on the data-driven decisions that can make or break buy-in for further investment. Training users on the tool sounds like a given, but is often a missed step!
Looking Forward
Many of our clients are excited to turn on Now Assist (ServiceNow AI capabilities) or expand into other areas, but I also hear hesitation because they wonder whether they are getting the value out of what they currently have–which I 1000% agree with!
I’ve found that many organizations are already sitting on untapped potential with the licenses they currently own. By not fully utilizing existing features, they may feel like they’re running in place, rather than driving meaningful change.
STOP! Get A Second Set of Eyes
To help clients overcome this uncertainty and get the most out of their ServiceNow investment, we’ve developed what we call a Value Amplification Clinic (VAC). This 4- to 6-week engagement is designed to dig deep into your organization’s current ServiceNow setup and create a custom roadmap to ensure you’re maximizing the tools you already have licensed.
How the VAC works:
A. Current State Audit–We start by reviewing how you're using ServiceNow today, identifying gaps in both leadership’s and staff’s understanding of key capabilities.
B. ServiceNow Product Roadmap–From there, we work with you to build a product roadmap that ensures you're getting the most value from your existing licenses. We explore how underutilized features like dashboarding and automation can be leveraged to meet your specific business goals.
C. Strategic recommendations–Only once we’re confident that you’re maximizing your current setup do we provide recommendations for expanding your ServiceNow footprint. This ensures that any expansion is backed by a clear understanding of ROI and business value.
D. Digging in–We like to save time to roll up our sleeves and help implement some of the changes we recommend, whether it is training, platform changes, etc. We work with you to define how you get measurable outcomes–not just academic-level recommendations!
Clients who have gone through the VAC process tell us it is very eye-opening. Many realize that the features they already own are more powerful than they thought, and they become more confident in expanding their use of the platform. The VAC provides a clear path forward, reducing uncertainty and setting the stage for scalable growth.
If any of this sounds like something you’ve been thinking about, maybe a Value Amplification Clinic could be your next step. If you have further questions, feel free to contact me at vpapa@astrica.com.