• Team 3 Knowledge, collaboration, notification, on-call, and workflow management • Integrations and Systems of Record 3 MID Server As capabilities in these areas improve, Company A must begin a second phase of assessment that focuses on ServiceNow capabilities that speed resolution and reduce the impact of outages. They are as below: • IT Operations Management 3 Event management • Analytics 3 Performance analytics • User engagement and experience 3 Mobile, service portal Company A may also need to map a third phase of capabilities to further improve and innovate on the organization’s ability to eliminate service outages. See the Appendix for a full list of potential business and IT objectives, the ServiceNow capabilities that address those objectives, and suggested phases for implementation. 3. Build a phased program plan for the ServiceNow implementation The analysis done in step 2 above will provide provides the starting point for a logical implementation sequence of your Now Platform modules. Actual sequencing may have substantial overlaps, be limited by resource availability, or be dependent on organizational readiness (such as the extent to which mature process frameworks and data modeling and management capabilities are in place). We recommend building a disciplined, step-by-step program plan that: • Establishes baseline definitions, standards, and inventories (as needed) • Defines specific and clear requirements for the future state (such as critical applications to be prioritized in service mapping) • Spells out a specific list of the build activities required to stand up a new capability To get started, refer to our Success Checklist: Build a phased program plan, identify quick wins. 4. Capture high-visibility, low dependency quick wins Progress in implementation and value realization can stumble if you don’t have early and strong adoption among service consumers, process users, and developers. Across each phase of your ServiceNow implementation, consider making room for the early implementation of capabilities that: • Promote the broadest organizational exposure to the Now Platform interface 10 © 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.