ServiceNow implementation best practices: How to optimize ServiceNow for your organization
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ServiceNow implementation best practices: How to optimize ServiceNow for your organization

ByTeam Virima

Table of Contents

In the world of IT, various systems and tools are used to manage different aspects of service delivery, such as incident management, change management, asset management, and so on. These systems each serve a specific purpose and have their own strengths.

Imagine you’re building a house. You have different professionals involved in the process, such as architects, engineers, electricians, plumbers, and interior designers. Each of them specializes in a specific aspect of the construction. Also, they all need to work together seamlessly to create a well-designed and functional home.

However, just as in building a house, ITSM integration requires collaboration and coordination among these different systems. It is to achieve a cohesive and efficient IT service delivery environment.

ServiceNow® is one of the most popular IT service management platforms. It is used by organizations worldwide to manage their IT services and infrastructure. However, optimizing ServiceNow for your organization can be a complex process. Especially when it comes to integrating it with other IT management tools and systems.

Virima’s ViVIDTM offers a seamless integration solution with ServiceNow that enables companies to streamline their IT management processes, save time and resources, and improve the overall effectiveness of their IT service management.

The blog will delve into the basic elements of implementing ServiceNow—planning, designing, and deploying—and offer insights on the best practices for ServiceNow implementation.

ServiceNow Implementation: A roadmap for success

Implementing ServiceNow® can be a complex and daunting task, especially for organizations that are new to the platform or have unique requirements. To ensure a successful ServiceNow implementation, it is crucial to have a well-defined roadmap that outlines the necessary steps, best practices, and potential challenges. Here are some points to keep in mind:

Ensure accurate configuration of your IT discovery process.

Virima’s Discovery and ViVIDTM Service Mapping for ServiceNow® can help organizations achieve this understanding by providing complete and accurate data about their IT infrastructure.

Prioritize the most critical IT services for implementation.

It’s  ViVIDTM Service Mapping can help organizations identify these critical services and ensure that they are properly configured and managed in ServiceNow.

Integrate ServiceNow discovery with other ITSM tools.

Virima’s integration capabilities can also help organizations automate common IT processes, such as incident management and change management. This can help reduce manual effort and improve efficiency.

Generate reports for reviewing and analyzing the data collected.

Discovery reports and dashboard data help identify trends and patterns in the IT environment and make informed decisions about how to optimize it. For instance, by analyzing incident data, you may discover recurring issues or bottlenecks in your IT infrastructure. This information helps you proactively address underlying problems and prevent future incidents

How Virima can help

Implementing ServiceNow helps improve efficiency, reduce risk, increase adoption, and enable better decision-making, so organizations can realize the full benefits of the platform and gain a competitive advantage in their industry.

That’s where Virima comes in. Virima offers a suite of tools and services that can help organizations successfully implement ServiceNow and get the most out of the platform.

Virima’s integration capabilities can help you optimize ServiceNow® for your organization by allowing you to extend its capabilities with ease. Our codeless APIs allow you to create custom integrations that automate business processes and make it easier to interact with other systems.

With Virima’s Discovery and ViVIDTM Service Mapping, organizations can accelerate the time to value of their ServiceNow CMDB and enjoy tremendous cost savings.

ServiceNow implementation best practices:

ServiceNow implementation best practices provide a medium for businesses who want to maximize their use of the capabilities within the platform. Organizations can ensure a successful ServiceNow deployment, realize their business objectives, and gain a competitive edge by adhering to the following best practices:

1. Define the scope of the implementation and clearly define the business problem

 The initial step in any ServiceNow implementation involves identifying and defining the specific business problem that needs to be addressed. By having a clear understanding of the problem, it becomes easier to choose the appropriate solution and configure ServiceNow accordingly.

2. Develop a project plan that includes timelines, milestones, and resource requirements.

Before implementing ServiceNow, clearly outline your goals and objectives, and include timelines for achieving them. Understand how the platform will integrate into existing workflows and processes. Having a well-defined vision of what you aim to achieve with ServiceNow is crucial.

3. Select the ServiceNow solution that fulfills your business objectives.

ServiceNow offers a range of solutions, and it is vital to select the one that best aligns with your requirements. If unsure about the ideal solution, ServiceNow provides a free trial to explore and evaluate the various options before making a decision.

4. Train users on how to use the ServiceNow platform effectively.

Prior to going live, it is important to provide comprehensive training to respective users on how to effectively utilize the platform. This ensures that they can fully leverage the platform’s features and functionalities. Training can be conducted through various methods, including online tutorials, webinars, or in-person sessions.

5. Collaborating with key stakeholders.

Engaging key stakeholders, including end-users, IT staff, and business leaders, is vital throughout the implementation process. Their involvement ensures that everyone is committed to the project’s success and that the platform is effectively utilized.

Let’s see more additional practices

6. Configuring the ServiceNow platform to meet organizational requirements.

ServiceNow provides a wide array of built-in functionality that can be utilized to achieve your goals without starting from scratch. Leveraging these features saves time and effort in development.

7. Customizing the ServiceNow platform to suit your business’ needs.

Although ServiceNow offers extensive customization capabilities, it is important to strike a balance between customization and simplicity. Excessive customization can complicate future platform upgrades. Therefore, it is recommended to carefully consider the necessity of customizations.

8. Ensuring data quality and consistency.

Data quality plays a crucial role in the success of a ServiceNow implementation. Ensure that your data is accurate, consistent, and up to date before migrating it to the platform. This ensures smooth running of processes and workflows.

9. Gradually go live with the ServiceNow platform and monitor its performance and effectiveness.

Instead of implementing ServiceNow all at once, it is advisable to adopt a gradual go-live strategy. This allows for adjustments and refinements before a full transition. Additionally, users can familiarize themselves with the platform gradually before relying on it for all their work tasks.

10. Stay updated on the updates (ServiceNow releases feature updates frequently).

ServiceNow regularly releases updates for its platform, which often include new features, bug fixes, and security enhancements. Keeping track of these updates enables taking advantage of the latest features and ensures an optimal end-user experience.

11. Continuous refinement and optimization of the ServiceNow platform 

Continuous monitoring is essential to identifying areas that require adjustment or improvement. This may involve modifying configurations, introducing new features, or enhancing user accessibility to the platform. This ensures that the deployed solution remains aligned with your organization’s needs and requirements. 

Benefits of using best practices

By implementing ServiceNow best practices, organizations can realize the full benefits of the platform, gain a competitive advantage, and ensure effective utilization. Some of these benefits include:

  • Enhanced efficiency and productivity as automation facilitates better use of resources.
  • Increased user adoption and engagement post setup and training, when done properly.
  • Improved decision-making, owing to effective data capture, streamlined processes, and effective workflow automations.
  • Reduced risks of data loss and downtime, thereby leading to increased platform reliability and performance. 


With Virima, you can seamlessly integrate ServiceNow with other IT management tools and systems, ensuring that your data is accurate and up-to-date across all platforms.  This can save time and resources, while also improving the overall effectiveness of your IT service management.

To leverage the full power of Virima’s integrative platform capabilities and implement ServiceNow for your organization, contact us today to schedule a demo and get started for your business!

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