Five implementation success factors The below five success factors can increase your implementation success: Success Factor 1 3 Clearly define and prioritize your short- and long-term ROI goals and match them with your implementation priorities. Before implementation, use the business case and capability roadmaps to define and rank ® the business value you expect from your Now Platform implementation. Be sure to look at both initial deployment and growth opportunities. Success Factor 2 3 Make sure you have a foundational configuration management database (CMDB) model, as well as processes for CMDB development and maintenance. To achieve the potential of the Now Platform capabilities, you need effective configuration management. Put baseline capabilities in place for CMDB modeling and maintenance. Start with a simple or bounded set of configuration items (CIs), and expand these as capabilities mature. Success Factor 3 3 Identify and capture quick win opportunities to drive early adoption momentum. For example, request fulfillment, incident management, and a service catalog provide high- visibility, low-cost opportunities to quickly engage a large base of users in requirements development, acceptance testing, and usage. Successful engagement will help you build momentum for the rollout and consumption of additional capabilities. Success Factor 4 3 Don’t wait to build effective governance, training, and organizational change management. Implementation efforts often prioritize technical activities over management activities that can actually provide greater value. Ideally, the start of a ServiceNow journey should include resources and executive support for developing a governance operating model, training and skill development, and organizational change management. Success Factor 5 3 Revisit the service strategy frequently and avoid repeating patterns that limit future opportunity. Don’t limit ROI potential assessment to the initial Now Platform deployment. Adoption growth will likely uncover new opportunities and priorities, especially beyond IT. Avoid making pervasive decisions based on individual focus areas in the initial implementation, and you’ll have more opportunities to extend the Now Platform to new functions and use cases. Now Platform leads and sponsors should regularly engage with business stakeholders to identify new opportunities to improve enterprise service value. 29 © 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.