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ServiceNow’s Best Practice Center of Excellence, part of our Customer Success Center, 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 designing and configuring your Configuration Management Database (CMDB).

  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 Service Delivery Success Map resources - Resources to help you implement, maintain, and get maximum value from HR Service Delivery applications.

  10. Enterprise onboarding resources - Resources to prepare for and start building an enterprise onboarding service using ServiceNow.

  11. Five essentials for successful project management - Learn about the most common project pitfalls and how to address them to stay on track.

  12. Get started with ServiceNow mobile apps resources - Your guide, resources, and best practices to configure, implement, and deploy ServiceNow's mobile apps. 

  13. 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.

  14. 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.

  15. 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.

  16. How do I create effective user personas quick answer - Learn how to design great experiences with effective user personas.

  17. How do I migrate Lotus Notes applications to ServiceNow quick answer - Learn how you can migrate Lotus Notes applications to ServiceNow.

  18. 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.

  19. 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.

  20. Implement integrations with ServiceNow checklist - Download our step-by-step action plan for implementing ServiceNow integrations.

  21. Implement next-level SIAM with ServiceNow checklist - Learn how to get started with SIAM using ServiceNow.

  22. Implement ServiceNow Vulnerability Response checklist - Download our step-by-step action plan for implementing Vulnerability Response to help prevent breaches.

  23. Implementation readiness checklist: Customer Service Management - Make sure you're prepared for your Customer Service Management implementation.

  24. Implementation readiness checklist: HR Service Delivery - Make sure you're prepared for your HR Service Delivery implementation.

  25. Implementation readiness checklist: Virtual Agent - Make sure you're prepared for your Virtual Agent implementation.

  26. Implementing integrations with ServiceNow executive briefing deck - Get a quick overview of what you can do to prepare for your next ServiceNow integration project.

  27. Implementing integrations with ServiceNow FAQ - Get answers to common questions about implementing integrations with ServiceNow.

  28. Implementing integrations with ServiceNow video - Watch our five-minute video about how you can prepare for your next ServiceNow integration project.

  29. ITSM Intelligent Automation Success Map resources - Resources to help you implement, maintain, and get maximum value from ITSM Pro applications.

  30. Knowledge management for HR resources - Resources that will help you transform your knowledge articles into HR Knowledge Management.

  31. Migrate from legacy ITSM to ServiceNow checklist - Download our step-by-step action plan for legacy ITSM to ServiceNow migration.

  32. Modernize Customer Service Success Map resources - Resources to help you implement, maintain, and get maximum value from Customer Service Management applications.

  33. Modernize ITSM Success Map resources - Resources to help you implement, maintain, and get maximum value from ITSM applications.

  34. Optimize your processes with process design guides - Product-specific resources to help you evaluate and improve your current processes.

  35. Partner selection and management resources - Resources to help you find and manage a certified partner who will help you capture maximum value from ServiceNow.

  36. Populate and maintain your CMDB with Discovery resources - Resources to help you populate and maintain your CMDB with ServiceNow Discovery.

  37. Predictive Intelligence resources - Resources to get you started with Predictive Intelligence, powered by machine learning, to improve IT Service Management.

  38. Process redesign and optimization resources - Resources that will help you with continuous process improvement with a focus on automation.

  39. 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.

  40. Self-service design resources - Resources that will help build smart, effective approaches for enabling self-service in the Now Platform.

  41. Service Catalog design resources - Resources to help you implement a world-class service catalog that drives self-service efficiency. 

  42. Service Mapping Success Map resources - Resources to help you implement, maintain, and get maximum value from Service Mapping.

  43. ServiceNow roadmaps and implementation resources - Resources to help you improve your IT and enterprise service management by effectively implementing ServiceNow.

  44. Software asset management with ServiceNow resources - Resources that will help you normalize discovered software for effective software asset management.

  45. The essentials for implementation success with ServiceNow resources - Resources to help you with the most essential elements of a successful ServiceNow implementation.

  46. Using ITSM with Customer Service Management - Get our guidance on how ITSM and Customer Service Management complement each other.

  47. Vulnerability Response with Tenable.io and Tenable.sc integration resources - Resources to help you thwart vulnerabilities by leveraging Vulnerability Response, part of Security Operations.

  48. 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.

  49. What is IntegrationHub and how do I use it quick answer - Learn how IntegrationHub enables you to automate third-party platform integrations.

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 can I enable multitenancy using Domain Separation quick answer - Learn how to use one ServiceNow instance for multiple customers (tenants) at scale.

  6. How do I manage Unrestricted User subscriptions quick answer - Learn how to stay in compliance by proactively managing your Unrestricted User licenses.

  7. How should I archive my historical data quick answer - Learn about historical data and how to archive data to improve platform performance. 

  8. Plan your architecture, instances, integrations, and data flows checklist - Download our step-by-step action plan for managing your CMDB, instance, and integration strategy.

  9. ServiceNow Center of Excellence and Innovation resources - Resources to help you develop a blueprint for a ServiceNow Center of Excellence and Innovation (CoEI).

  10. ServiceNow governance resources - Resources to help you put the right strategic, technical, and portfolio governance in place for ServiceNow.

  11. ServiceNow instance performance administration resources - Resources to help you keep your ServiceNow instance running at optimal performance.

  12. ServiceNow security best practice guide: Key elements to consider when securing your instance playbook - Get our guidance to ensure security for your implementation.

  13. Upgrade quickly and maintain platform health resources - Resources to help you quickly and efficiently upgrade and maintain the health of your Now Platform.

  14. What is a ServiceNow MID Server and how does it work quick answer - Learn when to use a MID Server and how it works with ServiceNow.

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.


Article Information

Last Updated:2020-11-23 13:41:48
Published:2020-11-23