As we enter the new season, it’s time to take a step back and ensure your ServiceNow environment is set up for success. Whether you’re ramping up for more users, handling new service demands, or looking to streamline operations, now’s the perfect moment to evaluate how your ServiceNow system is performing. A few targeted adjustments now, such as optimizing workflows, automating repetitive tasks, and refining user access permissions, can set you up for faster response times, streamlined operations, and a more intuitive user experience as you move forward.
Here’s a practical guide to help you get your system aligned with the priorities of the season ahead.
System Performance and Health
Your ServiceNow platform should be running smoothly and efficiently, but it’s always worth checking in on a few key areas to ensure it’s at its best:
- System Performance: Keep an eye on response times and load performance. If any areas are lagging, now’s the time to address them before they impact your users.
- Upgrades and Patches: ServiceNow frequently releases updates, so check that your instance is up to date with the latest patches and features. The latest ServiceNow release, Xanadu, introduces key enhancements for improved speed and scalability, including generative AI capabilities in Now Assist and the next-generation RaptorDB for faster query performance. Updates to ITSM, SOW, and ITOM improve flexibility, incident management, and service health tracking. Regular updates to your ServiceNow instance ensure better performance, security, and overall functionality.
- Capacity Planning: Consider how your system will scale with anticipated growth in users or data. Make sure you’ve got the resources to handle increased demand without compromising performance.
Security and Compliance
Security and compliance aren’t just afterthoughts—they’re foundational to how your ServiceNow platform supports your business. Ensure you’re on top of these areas:
- User Access and Roles: Take a fresh look at user roles and permissions. Are they still aligned with how your team operates today? Remove any inactive accounts and tighten up permissions to maintain security.
- Audit Logs and Activity Monitoring: Regularly checking audit logs helps you catch any unusual activity early. Establish baselines so you can more easily spot discrepancies as they arise.
- Compliance Checks: If you’re working in regulated industries, confirm your ServiceNow instance is in compliance with relevant standards (GDPR, HIPAA, etc.) to avoid any surprises.
Process Optimization
Now’s the time to think about efficiency. Evaluate whether your workflows are working as they should or if there’s room for improvement:
- Workflows and Automation: Are you automating where you can? Streamlining repetitive tasks with automation saves time and reduces errors, so review workflows to identify any bottlenecks or opportunities to automate.
- Service Catalog: Take stock of your service catalog. Is it up to date with the latest offerings? Remove outdated services and add new ones as needed to keep your catalog relevant.
- Incident and Request Management: Review how incidents and requests are handled. Are they being resolved quickly? If there’s a delay, look at process improvements that could speed things up.
Integrations and API Usage
Your ServiceNow system doesn’t live in isolation—it’s connected to other business systems. Make sure those integrations are functioning seamlessly:
- Review Integrations: Check all integrations with external systems (e.g., HR, CRM, finance). Are they still working as expected? Update or remove any that are outdated or no longer useful.
- API Performance: Look at your API usage and ensure the performance is up to snuff. Remove any that are no longer in use and optimize active ones for better reliability.
User Experience
At the heart of ServiceNow is a user-centric design. But it’s always worth checking in to make sure the experience is as smooth as possible for your teams:
- Collect Feedback: Gather input from end users on their experiences with the platform. Address any pain points and work to improve adoption and satisfaction.
- UI/UX Review: A clean, intuitive interface makes all the difference. Make sure the layout is user-friendly and aligns with current design best practices.
- Mobile Accessibility: With remote work on the rise, ensure your mobile experience is seamless across various devices. Check that users can access everything they need when on the go.
Knowledge Management
Your knowledge base is a critical resource for users. Keeping it up to date means fewer tickets, faster resolutions, and a better overall experience:
- Content Review: Audit your knowledge base to ensure content is current and relevant. Remove outdated articles and add new ones to reflect common issues or evolving needs.
- Self-Service Tools: Users should be empowered to solve problems on their own. Make sure your self-service portal is equipped with the right tools and resources to help users resolve issues independently.
Incident Management & SLA Monitoring
The goal is to resolve issues quickly and within agreed-upon timeframes. Take a moment to assess your incident management processes:
- SLA Compliance: Review your Service Level Agreements (SLAs) and ensure that they’re realistic. Analyze trends in SLA compliance and address any gaps to ensure timely responses.
- Incident Closure Rate: Look at how efficiently incidents are being resolved. If the closure rate is low, investigate potential bottlenecks or process improvements that could expedite resolution.
Reporting & Analytics
Data-driven insights are key to improving performance. Make sure you’re tracking the right metrics and using those insights to inform decisions:
- Dashboard Review: Your dashboards should offer the visibility needed to make informed decisions. Check that they display key performance indicators (KPIs) that are meaningful to both service teams and leadership.
- Predictive Analytics: If available, set up predictive analytics to identify potential problems before they escalate. Being proactive can save time and resources in the long run.
Change Management
Change is inevitable, but a smooth process ensures it doesn’t cause disruptions:
- Change Request Tracking: Review your change management process to ensure it’s efficient and well-documented. Streamlining this process reduces the risk of errors during updates.
- Risk Assessments: Evaluate any recent changes to determine whether they introduced any risks. Learning from past changes helps minimize future issues.
Conclusion
As we enter this new season, optimizing your ServiceNow system now can help set the stage for a more efficient, secure, and user-friendly environment. By focusing on system performance, security, process improvements, and user experience, you ensure that your team is equipped to meet the challenges ahead. Taking a proactive approach now means you’ll be ready for whatever the season brings.