{"id":645316,"date":"2022-07-01T07:25:13","date_gmt":"2022-07-01T05:25:13","guid":{"rendered":"https:\/\/www.devoteam.com\/expert-view\/get-optimal-value-from-servicenow-through-great-employee-and-customer-experience\/"},"modified":"2022-07-01T07:25:13","modified_gmt":"2022-07-01T05:25:13","slug":"get-optimal-value-from-servicenow-through-great-employee-and-customer-experience","status":"publish","type":"expert-view","link":"https:\/\/devoteam.info\/sk\/expert-view\/get-optimal-value-from-servicenow-through-great-employee-and-customer-experience\/","title":{"rendered":"Get optimal value from ServiceNow through great employee and customer experiences"},"content":{"rendered":"\n<div class=\"wp-block-group is-style-column-box-shadow has-gray-light-background-color has-background has-global-padding is-layout-constrained wp-container-core-group-is-layout-a9070b44 wp-block-group-is-layout-constrained\" style=\"border-radius:5px;padding-top:var(--wp--preset--spacing--large);padding-right:var(--wp--preset--spacing--large);padding-bottom:var(--wp--preset--spacing--large);padding-left:var(--wp--preset--spacing--large)\">\n<figure class=\"wp-block-image size-large is-resized wp-duotone-red-devoteam\"><img loading=\"lazy\" decoding=\"async\" width=\"24\" height=\"24\" src=\"https:\/\/devoteam.info\/wp-content\/uploads\/2024\/09\/citation-a-droite.svg\" alt=\"Quote\" class=\"wp-image-208\" style=\"width:28px;height:auto\"\/><\/figure>\n\n\n\n<p class=\"has-medium-font-size wp-block-paragraph\">EX\/CX is key to exploiting the vast potential in your ServiceNow solution. Devoteam\u2019s Creative Discovery process is specifically designed for that purpose. Learn about our methodology and how it works for clients.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-gray-color has-alpha-channel-opacity has-gray-background-color has-background is-style-separator-dotted is-style-default\" style=\"margin-top:var(--wp--preset--spacing--medium);margin-bottom:var(--wp--preset--spacing--medium)\"\/>\n\n\n\n<div class=\"wp-block-group is-nowrap is-layout-flex wp-container-core-group-is-layout-fe6f0742 wp-block-group-is-layout-flex\">\n<figure class=\"wp-block-image size-full is-resized is-style-rounded-full is-style-rounded\"><img decoding=\"async\" src=\"https:\/\/devoteam.info\/wp-content\/uploads\/2024\/09\/Sebastien-Chevrel.png\" alt=\"\" class=\"wp-image-5322\" style=\"width:60px;height:60px\"\/><\/figure>\n\n\n\n<div class=\"wp-block-group is-vertical is-layout-flex wp-container-core-group-is-layout-0f66ae2b wp-block-group-is-layout-flex\">\n<p class=\"wp-block-paragraph\" style=\"font-style:normal;font-weight:500\">Rasmus Arendal<br>Lead Consultant<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.servicenow.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">ServiceNow<\/a> is a powerful technology for companies to manage, optimize and automate digital processes. However, the out-of-the-box solution is not one-size-fits-all. The employee experience (EX) and customer experience (CX) are vital to a successful implementation and thus optimal ROI.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Devoteam has developed a <a href=\"https:\/\/alps.devoteam.com\/partner\/servicenow\/\">proven approach<\/a> for excellent <a href=\"https:\/\/nplatform.devoteam.com\/solutions\/customer-workflows\/\" target=\"_blank\" rel=\"noreferrer noopener\">EX\/CX<\/a> in ServiceNow, which we will outline in the following, including client cases. The methodology is based on extensive experience, best practices and analyses.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-ex-cx-is-more-than-good-looks-and-navigation\"><strong>EX\/CX is more than good looks and navigation<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Firstly, we have to define what constitutes excellent EX\/CX. A common misconception is that it is only about good-looking design and user-friendly navigation, but it is notably more. In our experience, superior EX\/CX also depends on:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Service Design<\/strong>: The service system beyond the user interface, i.e. the technology, the processes and the people working to provide services, for instance, incident management and fulfillment processes.&nbsp;<\/li>\n\n\n\n<li><strong>Design Thinking<\/strong>: The process of creating relevant EX\/CX results with analysis, ideation, visualization, test, and validation.&nbsp;&nbsp;<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">We have condensed all three elements into one concept, Creative Discovery (CD), where we discover and deliver the right solution. Furthermore, we validate the solution based on four essential parameters.&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/Four-parameters-for-a-successful-ServiceNow-solution.png\" alt=\"\" class=\"wp-image-11778\" style=\"width:412px;height:686px\"\/><figcaption class=\"wp-element-caption\"><em>Figure 1: Four parameters for a successful ServiceNow solution<\/em><\/figcaption><\/figure>\n\n\n\n<h5 class=\"wp-block-heading\" id=\"h-an-iterative-process-with-stakeholders-and-visualization-prototyping\">An iterative process with stakeholders and visualization\/prototyping<\/h5>\n\n\n\n<p class=\"wp-block-paragraph\">How does the CD process work to get optimal value for ServiceNow?<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/model-1.png\" alt=\"\" class=\"wp-image-11781\" style=\"width:877px;height:458px\"\/><figcaption class=\"wp-element-caption\">Figure 2: The Creative Discovery process in five sequences<\/figcaption><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">It is an iterative process where two techniques are particularly decisive:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Stakeholder involvement:<\/strong> It is vital to have stakeholders on board throughout the process. They are the target group, and only by genuine involvement do we understand the actual pains the users are experiencing with the system. Stakeholder involvement also ensures a significantly higher adoption of the final solution. <\/li>\n\n\n\n<li><strong>Visualization and prototyping:<\/strong> Whenever we find a possible solution, even in part, we use visualization and prototyping to present them to stakeholders. That way, we get instant feedback, ensure everybody is on the same page and that the final solution provides the expected value.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-explorative-process-ensures-the-best-possible-solution\">The explorative process ensures the best possible solution<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">The CD process effectively adds value to ServiceNow because we work exploratively. No project ends up where it was planned because something happens along the way; new insights, different scope, or the problem has changed. By working exploratively, we can stop at any such points in the process, and reassess and explore the best solutions from that juncture. We do that efficiently by quickly visualizing and prototyping in collaboration with stakeholders. Then we move forward with the most valuable solution until we reach the next critical point and repeat the process. We end up at a different place than we thought at the beginning. But because we have explored all valuable options with the stakeholders along the way, we know that we have arrived at the best possible solution with a high degree of certainty.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/Working-exploratively-reveals-more-directions.png\" alt=\"\" class=\"wp-image-11784\" style=\"width:693px;height:362px\"\/><figcaption class=\"wp-element-caption\"><em>Figure 3: Working exploratively reveals more directions<\/em><\/figcaption><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">To further illustrate how the Devoteam approach to EX\/CX can optimize the value of ServiceNow, we have sampled two client cases where we performed the CD process as described above.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-municipality-of-copenhagen-a-more-user-friendly-and-effective-hr-solution-on-a-massive-scale\">Municipality of Copenhagen: A more user-friendly and effective HR solution on a massive scale<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">The client with more than 45,000 employees has one of the most comprehensive HR ServiceNow solutions in Europe. However, the scope also proved to be a challenge. The system had problems addressing the specific needs of different target groups such as end employees, caseworkers, and management. The vast amount of data also led to navigation, system performance, and communication issues.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The result of the Devoteam process was a significantly improved, more user-friendly ServiceNow solution:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Better tailored to the workflow of case works, reducing wasted time and frustrations<\/li>\n\n\n\n<li>More self-service and self-help<\/li>\n\n\n\n<li>Far fewer calls and tickets<\/li>\n\n\n\n<li>Increased performance through technical improvements<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-hofor-redesigned-system-improves-productivity-and-employee-experience\">HOFOR: Redesigned system improves productivity and employee experience<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">The utility and water suppliers in the greater Copenhagen area had problems utilizing the system. A limited service catalog did not meet the organization\u2019s requirements. Almost half of all services requested were placed in a large misc\/other section, resulting in much rerouting. The fulfillment processes were too long, and users got no feedback. Finally, the operations had numerous layers of approval, making the system even more cumbersome. HOFOR conducted a Customer Effort Score (CES), and the result was 5.7. (1= system requires maximum effort, 10= minimum effort).<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The Devoteam CD process created a more elegant and sleek ServiceNow solution:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>A new service catalogue modified to the organisation\u2019s specific needs<\/li>\n\n\n\n<li>New navigation and categorization make it substantially easier to find and request services<\/li>\n\n\n\n<li>Less rerouting and faster fulfillment<\/li>\n\n\n\n<li>New design and guidelines for communication with a strong user focus, including affirmed user feedback<\/li>\n\n\n\n<li>Improved employee experience; new CES was 8.7<\/li>\n<\/ul>\n\n\n\n<h5 class=\"wp-block-heading\" id=\"h-if-you-want-to-get-the-most-out-of-your-servicenow-investment-or-if-you-are-just-curious-about-our-process-please-get-in-touch\">If you want to get the most out of your ServiceNow investment, or if you are just curious about our process, please <a href=\"https:\/\/devoteam.info\/sk\/get-in-touch\/\">get in touch<\/a>. <\/h5>\n\n\n\n<div class=\"wp-block-cover alignfull is-style-blur-image is-style-blur-image-less\" style=\"margin-top:0;margin-bottom:0;padding-top:0;padding-right:0;padding-bottom:0;padding-left:0\"><span aria-hidden=\"true\" class=\"wp-block-cover__background has-black-background-color has-background-dim-70 has-background-dim\"><\/span><div class=\"wp-block-cover__inner-container is-layout-flow wp-block-cover-is-layout-flow\">\n<div class=\"wp-block-group alignfull has-base-color has-text-color has-global-padding is-layout-constrained wp-container-core-group-is-layout-46b67d08 wp-block-group-is-layout-constrained\" style=\"margin-top:0px;margin-bottom:0px;padding-top:var(--wp--preset--spacing--xxx-large);padding-right:var(--wp--preset--spacing--medium);padding-bottom:var(--wp--preset--spacing--xxx-large);padding-left:var(--wp--preset--spacing--medium)\">\n<div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-group has-global-padding is-content-justification-left is-layout-constrained wp-container-core-group-is-layout-5f9de3d0 wp-block-group-is-layout-constrained\">\n<h2 class=\"wp-block-heading has-text-align-left has-secondary-font-family has-large-font-size\" id=\"h-servicenow-experts-at-your-service\">ServiceNow Experts at your Service<\/h2>\n<\/div>\n\n\n\n<p class=\"has-text-align-left has-main-accent-color has-text-color wp-block-paragraph\">ServiceNow can empower your employees and clients with digitalised workflows, and Devoteam, as the #1 preferred Partner in the EMEA, is eager and ready to help make your digital transformation journey a success. Ready to see what we can bring to the table?  <\/p>\n\n\n\n<div class=\"wp-block-buttons is-content-justification-left is-layout-flex wp-container-core-buttons-is-layout-3c38c079 wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/devoteam.info\/sk\/servicenow\/\">ServiceNow Services<\/a><\/div>\n\n\n\n<div class=\"wp-block-button is-style-outline-white-button\"><a class=\"wp-block-button__link has-base-color has-text-color has-background wp-element-button\" href=\"https:\/\/devoteam.info\/sk\/get-in-touch\/\" style=\"background-color:#64648254\">Get in touch<\/a><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>EX\/CX is key to exploiting the vast potential in your ServiceNow solution. Devoteam\u2019s Creative Discovery process is specifically designed for that purpose. Learn about our methodology and how it works for clients. Rasmus ArendalLead Consultant ServiceNow is a powerful technology for companies to manage, optimize and automate digital processes. However, the out-of-the-box solution is not [&hellip;]<\/p>\n","protected":false},"featured_media":0,"template":"","categories":[2884,3186,2645],"tags":[2652,2650],"industry":[],"class_list":["post-645316","expert-view","type-expert-view","status-publish","hentry","category-customer-workflows-sk","category-employee-workflows-sk","category-servicenow-sk","tag-business-platforms-sk","tag-servicenow-sk"],"acf":[],"cards":"\n\t<div class=\"single-post-card\">\n\n\t\t\n\n\t\t\n\t\t<div class=\"wp-block-group is-vertical is-layout-flex wp-container-core-group-is-layout-43282307 wp-block-group-is-layout-flex\">\n\t<p style=\"font-style:normal;font-weight:700\" class=\"has-link-color wp-elements-1 wp-block-lp-post-type has-text-color has-primary-color has-small-font-size\">Expert View<\/p>\n\n\t\t\n\t\t<h3 style=\"font-style:normal;font-weight:400\" class=\"wp-block-post-title has-base-font-size\"><a href=\"https:\/\/devoteam.info\/sk\/expert-view\/get-optimal-value-from-servicenow-through-great-employee-and-customer-experience\/\" target=\"_self\" >Get optimal value from ServiceNow through great employee and customer experiences<\/a><\/h3><\/div>\n\t\t\n\t<\/div>\n\n","yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.4 (Yoast SEO v28.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Get optimal value from ServiceNow through great employee and customer experiences | Devoteam<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/devoteam.info\/sk\/expert-view\/get-optimal-value-from-servicenow-through-great-employee-and-customer-experience\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Get optimal value from ServiceNow through great employee and customer experiences\" \/>\n<meta property=\"og:description\" content=\"EX\/CX is key to exploiting the vast potential in your ServiceNow solution. 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Devoteam\u2019s Creative Discovery process is specifically designed for that purpose. Learn about our methodology and how it works for clients. Rasmus ArendalLead Consultant ServiceNow is a powerful technology for companies to manage, optimize and automate digital processes. However, the out-of-the-box solution is not&hellip;","_links":{"self":[{"href":"https:\/\/devoteam.info\/sk\/wp-json\/wp\/v2\/expert-view\/645316","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/devoteam.info\/sk\/wp-json\/wp\/v2\/expert-view"}],"about":[{"href":"https:\/\/devoteam.info\/sk\/wp-json\/wp\/v2\/types\/expert-view"}],"version-history":[{"count":0,"href":"https:\/\/devoteam.info\/sk\/wp-json\/wp\/v2\/expert-view\/645316\/revisions"}],"wp:attachment":[{"href":"https:\/\/devoteam.info\/sk\/wp-json\/wp\/v2\/media?parent=645316"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/devoteam.info\/sk\/wp-json\/wp\/v2\/categories?post=645316"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/devoteam.info\/sk\/wp-json\/wp\/v2\/tags?post=645316"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/devoteam.info\/sk\/wp-json\/wp\/v2\/industry?post=645316"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}