As someone who's enthusiastic about technology and still codes, I get the thrill that accompanies new tech. You learn something new, build it and finally see it in action - it is a dream for us techies. Yet, when it comes to deploying ServiceNow, it’s seldom the technology that throws a curveball. ServiceNow’s platform is top-tier, easy to implement, incredibly capable and even with all that – a rollout can miss due to the softer issues surrounding rollout.
Research indicates that large IT project failures are often not due to the technology itself but rather the softer skills and organizational behaviors that are overlooked. A frequent hurdle is the 'organ rejection' phenomenon, where end-users resist the system because of misunderstandings or misaligned expectations.
The common pitfall? Treating Organization Change Management (OCM) as a mere afterthought, with training tacked on post-development. This approach is a recipe for resistance and dissatisfaction. To counter this, invest in OCM for successful and valuable outcomes, alongside a noticeable drop in frustration levels. 😀
Craft an OCM strategy from the outset (prior to initial workshops) and review it weekly. Essential components of an effective OCM plan should feature:
A Stakeholder Roster:
Identify all stakeholders within the organization. Create a detailed spreadsheet capturing their names, roles, titles, and expected level of engagement (e.g., minimal, significant).
Defined Communication Channels:
Go beyond emails and meetings. Some of the companies we’ve collaborated with have embraced creative approaches like establishing new Slack/Teams channels (I get some may groan!), organizing in-person introductory events, posting informative flyers in common areas, and consistently highlighting the project in company-wide meetings.
Identified Messengers and Champions:
Engagement is most potent when it comes from every organizational level—from executives to mid-level managers, down to the grassroots. Pinpoint individuals with enthusiasm for the project and designate them as ‘Champions’. Empower, train, and hold these Champions accountable to foster excitement about the ServiceNow rollout, even during its nascent stages.
Develop a Marketing Mindset:
Devise a messaging schedule that aligns with your project's timeline. Ensure that each stakeholder or group receives tailored information via diverse channels, maintaining an appropriate level of detail.
Create Feedback Mechanisms:
Create dedicated channels, such as an email inbox, to gather feedback. Schedule open-Mic sessions where team members can directly voice questions and concerns to the project leaders.
These strategies have been battle-tested and shown to be effective. Conversely, treating the human aspect of change as a mere end-stage training session is a proven misstep.
At Astrica, we pride ourselves on a robust OCM framework, complete with templates and exemplars of exemplary OCM deployments. It is an integral element of our proprietary methodology, which guarantees the overall success of your ServiceNow project.