Create user excitement, drive adoption Quicken adoption throughout your organization by making the user experience for service consumers, developers, and process users central to your service strategy and Now Platform implementation. How to create user excitement and drive adoption upfront 1. Design an engaging self-service employee and customer experience with a standard method for defining user experience requirements for service consumers, developers, and process users. Prioritize improving the end-user experience in implementation. 2. Design an optimal agent and rep experience to improve the satisfaction and productivity of customer support reps and service desk agents. 3. Create an organizational change management plan based on an analysis of the change impact that implementation will have on service consumers, developers, and process users. 4. Build an internal team of ServiceNow experts and train users on an ongoing basis, continuing post implementation. 5. Build a community of champions with dedicated resources and training. Maturing these areas is an ongoing activity. Some activities are prerequisites. You can develop others in parallel with your Now Platform implementation and mature as platform use increases. We recommend separating management activities and goals into a prerequisite phase, a phase that should run in parallel with the initial implementation, and a phase that runs in parallel with Now Platform growth and expansion. 6 © 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated.