Invest in organizational change management Make your new capabilities visible with an organizational change management and communications campaign. For a well-structured organizational change management campaign, be sure to include: • A change impact analysis to identify the groups most likely to champion or resist implementation • Targeted communications campaigns to address concerns and overcome adoption obstacles • Training and skill development for the most impacted user populations • Identification of adoption champions to evangelize and influence adoption among user populations For additional guidance, refer to our Success Playbook: Build an organizational change management plan. Keep your options open4don’t focus your initial Now Platform implementation on a single outcome Instead of focusing your implementation on a single outcome, deploy your initial capabilities with the flexibility to extend the Now Platform to different use cases or functions over time. Ask yourself these questions: a. Does the data model we’ve established limit flexibility, or does it support extension beyond our original use case? b. Do the security protocols we’ve established support other potential use cases with more stringent security requirements? c. Do the standards we’ve put in place for group access, naming, or metadata limit our ability to extend the platform to other use cases or functions? d. Are we deploying the architecture in a way that can support delegated development outside the original function? 12 © 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.