ServiceNow recommends running a process review exercise with process owners, to help define the to-be processes. Teams responsible for a process or set of workflows can use simple tabletop exercises or workshops (ideally using historical data) to answer key questions prior to their Now Platform implementation: • What’s our current baseline? This should include a definition and mapping of the process as it’s currently understood and practiced by teams, including any gaps, potential redundancies, and definition(s) of terms. • Where can we consolidate and streamline handoffs between teams, individuals, and systems? Any process review should include a thorough review of handoffs to identify points4most typically for approvals4where handoffs have created unnecessary bottlenecks in a process. • Where are we collecting unnecessary data? Focus on forms and data associated with a process to ensure that requirements for unnecessary data are eliminated. • Where are we seeing the longest cycle times? Why? Process or workflow steps with consistently long cycle times are likely steps requiring the most manual effort. These present opportunities for automation. • Where do we have gaps in standards adherence? Tabletop walk-throughs can also highlight process or workflow steps that do not consistently adhere to standards. ITIL for service management is one example. These present opportunities to improve standardization through automation. The completed process review exercise can help you understand how the Now Platform should be configured as a single system of record that provides far greater value than your current process or system. For additional guidance on process review, refer to our Success Playbook: Reimagine how you want work processes to flow. Put your desired CMDB model in place Irrespective of your implementation sequence, the most critical foundation is the CMDB. This is true whether you’re using an existing system or the CMDB capabilities in the Now Platform. When should we focus on the CMDB? Correctly timing CMDB modeling and population is critical to sustaining the momentum of your Now Platform implementation. Two quick questions can help guide your timing: • Do we need to move quickly and demonstrate early wins? When speed and visibility are more important, implement capabilities that are not dependent on the CMDB to deliver initial value. See Stage 4 for additional information. 15 © 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.