Achieve business outcomes with ServiceNow's proven leading practices

ServiceNow’s Customer Success Leading Practices team, a Customer Success Center contributor, provides prescriptive, actionable advice to help you maximize the value of your ServiceNow investment.

Think of these expert-validated resources as the collective advice of the ServiceNow ecosystem, extending the power to your team.

Define vision and outcomes - Create a vision for transformation that cascades into a business case and roadmap

1. Build a phased program plan, identify quick wins checklist - Download our step-by-step action plan for building your ServiceNow roadmap and program plan.
   
   
2. Business case development resources - Resources to help you create a persuasive business case for additional ServiceNow investment.
   
   
3. Executive sponsor engagement resources - Resources to effectively identify and engage with an executive sponsor for your ServiceNow investment.
   
   
4. State your transformation vision and outcomes checklist - Download our step-by-step action plan for building your transformation vision.
   
   

Implement ServiceNow products - Implementation foundations and ServiceNow workflows

1. Accelerate Event Management value realization with ITOM Guided Setup - Learn how to use ITOM Guided Setup to speed up your implementation of Event Management.
   
   
2. Agent and rep experience design resources - Resources to help you design an optimal experience for agents and reps in your service departments.
   
   
3. Automate change and incident management resources - Resources to help you take advantage of Now Platform automation for your IT and Service Management needs.
   
   
4. Build organizational support for enterprise services transformation resources - Resources to help you gain support, sponsorship, and adoption of enterprise services transformation.
   
   
5. Business service definition and mapping resources - Resources to help you launch digital business services that will enable your digital transformation.
   
   
6. CMDB and Discovery deployment resources - Resources to help you with configuring your Configuration Management Database (CMDB) and using Discovery.
   
   
7. DevOps with ServiceNow resources - Resources to help you get started with using ServiceNow to support your internal DevOps teams and processes.
   
   
8. Demand Management Success Map resources - Resources to help you implement, maintain, and get maximum value from Demand Management.
   
   
9. Employee Lifecycle Events Success Map resources - Resources to help you implement, maintain, and get maximum value from Employee Lifecycle Events.
   
   
10. Employee Service Delivery Success Map resources - Resources to help you implement, maintain, and get maximum value from HR Service Delivery applications.
    
    
11. Enterprise onboarding resources - Resources to prepare for and start building an enterprise onboarding service using ServiceNow.
    
    
12. Field Service Management Success Map resources - Resources to help you implement, maintain, and get maximum value from Field Service Management.
    
    
13. Five essentials for successful project management - Learn about the most common project pitfalls and how to address them to stay on track.
    
    
14. Get started with ServiceNow mobile apps resources - Your guide, resources, and best practices to configure, implement, and deploy ServiceNow's mobile apps. 
    
    
15. Hardware Asset Management Success Map resources - Resources to help you implement, maintain, and get maximum value from Hardware Asset Management.
    
    
16. How can I extend ServiceNow with third-party apps and integrations on the ServiceNow store quick answer - Learn where to find third-party apps and integrations that can extend the value of ServiceNow.
    
    
17. How can I manage IT work in ServiceNow to support better planning quick answer - Learn how you can manage operational, project, and Agile work in the Now Platform.
    
    
18. How do I create effective user journey maps quick answer - Learn how a journey map can help you identify opportunities for process and user experience improvement.
    
    
19. How do I create effective user personas quick answer - Learn how to design great experiences with effective user personas.
    
    
20. How do I migrate Lotus Notes applications to ServiceNow quick answer - Learn how you can migrate Lotus Notes applications to ServiceNow.
    
    
21. How do I model and manage my services with the Common Services Data Model quick answer - Learn about ServiceNow's standard and shared set of service-related definitions to support data management.
    
    
22. How do I use ITSM with Customer Service Management quick answer - Learn how to use ITSM processes with Customer Service Management for stronger customer support.
    
    
23. Implement ServiceNow Vulnerability Response checklist - Download our step-by-step action plan for implementing Vulnerability Response to help prevent breaches.
    
    
24. Implementation readiness checklist: Customer Service Management - Make sure you're prepared for your Customer Service Management implementation.
    
    
25. Implementation readiness checklist: HR Service Delivery - Make sure you're prepared for your HR Service Delivery implementation.
    
    
26. Implementation readiness checklist: Virtual Agent - Make sure you're prepared for your Virtual Agent implementation.
    
    
27. IntegrationHub Success Map resources - Resources to help you implement, maintain, and get maximum value from IntegrationHub.
    
    
28. ITSM Intelligent Automation Success Map resources - Resources to help you implement, maintain, and get maximum value from ITSM Pro applications.
    
    
29. Knowledge management for HR resources - Resources that will help you transform your knowledge articles into HR Knowledge Management.
    
    
30. Migrate from legacy ITSM to ServiceNow checklist - Download our step-by-step action plan for legacy ITSM to ServiceNow migration.
    
    
31. Modernize Customer Service Success Map resources - Resources to help you implement, maintain, and get maximum value from Customer Service Management applications.
    
    
32. Modernize ITSM Success Map resources - Resources to help you implement, maintain, and get maximum value from ITSM applications.
    
    
33. Optimize your processes with process design guides - Product-specific resources to help you evaluate and improve your current processes.
    
    
34. Partner selection and management resources - Resources to help you find and manage a certified partner who will help you capture maximum value from ServiceNow.
    
    
35. Plan your localization resources - Resources to facilitate frictionless communication and interactions across boundaries.
    
    
36. Predictive Intelligence resources - Resources to get you started with Predictive Intelligence, powered by machine learning, to improve IT Service Management.
    
    
37. Process redesign and optimization resources - Resources that will help you with continuous process improvement with a focus on automation.
    
    
38. Redefine your approach to problem management Owens-Illinois customer story - Learn how Owens-Illinois (O-I) changed the way they define and manage "problems" to capture opportunities for business improvement using ServiceNow.
    
    
39. Self-service design resources - Resources that will help build smart, effective approaches for enabling self-service in the Now Platform.
    
    
40. Service Catalog design resources - Resources to help you implement a world-class service catalog that drives self-service efficiency. 
    
    
41. Service Mapping Success Map resources - Resources to help you implement, maintain, and get maximum value from Service Mapping.
    
    
42. ServiceNow roadmaps and implementation resources - Resources to help you improve your IT and enterprise service management by effectively implementing ServiceNow.
    
    
43. Software Asset Management Success Map resources - Resources to help you implement, maintain, and get maximum value from Software Asset Management.
    
    
44. Software asset management with ServiceNow resources - Resources that will help you normalize discovered software for effective software asset management.
    
    
45. Using ITSM with Customer Service Management - Get our guidance on how ITSM and Customer Service Management complement each other.
    
    
46. Vulnerability Response Success Map resources - Resources to help you implement, maintain, and get maximum value from Vulnerability Response.
    
    
47. What are the ServiceNow chat features and their uses quick answer - Learn about chat features and how they work with Virtual Agent to drive collaboration on the Now Platform.
    
    

Manage ServiceNow - Operating model, upgrades, system architecture, and platform team

1. Application development on the Now Platform resources - Resources to help you improve your organization's ability to manage application development (app dev) on the Now Platform.
   
   
2. Consolidate production instances resources - Resources to help you operate one system of action, or instance, for scale and insight across digital workflows.
   
   
3. Customization Best Practices for ServiceNow resources - Resources that will help you take a "business smart" approach to customizations, enabling scale in the Now Platform.
   
   
4. Demand Management for the Now Platform resources - Resources that will help you manage demand for enhancements or bugs in the Now Platform.
   
   
5. How do I manage Unrestricted User subscriptions quick answer - Learn how to stay in compliance by proactively managing your Unrestricted User licenses.
   
   
6. How should I archive my historical data quick answer - Learn about historical data and how to archive data to improve platform performance. 
   
   
7. Plan your platform architecture - Resources to design your instance architecture strategy, including external integrations.
   
   
8. ServiceNow Center of Excellence and Innovation resources - Resources to help you develop a blueprint for a ServiceNow Center of Excellence and Innovation (CoEI).
   
   
9. ServiceNow governance resources - Resources to help you put the right strategic, technical, and portfolio governance in place for ServiceNow.
   
   
10. ServiceNow instance performance administration resources - Resources to help you keep your ServiceNow instance running at optimal performance.
    
    
11. ServiceNow security best practice guide: Key elements to consider when securing your instance playbook - Get our guidance to ensure security for your implementation.
    
    
12. Upgrade quickly and maintain platform health resources - Resources to help you quickly and efficiently upgrade and maintain the health of your Now Platform.
    
    

Get the organization ready - OCM and training

1. Build a community of champions checklist - Download our step-by-step action plan for building your ServiceNow champion program.
   
   
2. How do I recruit ServiceNow champions quick answer - Learn how to select and recruit the right number of ServiceNow champions to promote adoption.
   
   
3. OCM planning resources - Resources to help you create an organizational change management (OCM) plan that mitigates risk and drives adoption.
   
   
4. Roles and training for your Now platform team resources - Resources that will help you assemble a strong team to build, maintain, and extend ServiceNow as a strategic platform.
   
   
5. What is a ServiceNow champion quick answer - Learn how to define the role and responsibilities for individuals who can help promote ServiceNow adoption.
   
   

Measure value - Quantify the value ServiceNow brings

1. Performance measurement and analytics resources - Resources to help you build a ServiceNow metrics program that enables you to baseline and track your goals.
   
   
2. Value management for your ServiceNow investments resources - Resources to help you maximize and manage the value you realize from your ServiceNow investments.
   
   

Communicate value - Articulate your ServiceNow value to others

1. How do I have effective strategic conversations about value quick answer - Learn how to help stakeholders make informed decisions by consistently discussing value.
   
   
2. How do I summarize ServiceNow value in one page quick answer - Learn how to create a one-page summary of the value ServiceNow brings to your organization.
   
   

Celebrate success - Communicate your success to others

1. Communicate your success toolkit - Use these templates to communicate and market your successful implementation. 
   
   
2. How can Now Creators benefit my team quick answer - Learn how Now Creators can help team members highlight their ServiceNow achievements.
   
   
3. How do I celebrate success quick answer - Learn how you can celebrate success with ServiceNow at your organization.
   
   

Get inspired - Use your success to accelerate and expand your digital roadmap

1. Create your transformation story template - Use this customizable template to create your organization's transformation story.