ServiceNow is a powerful platform designed to improve IT service management and business workflows, but not all implementations lead to a seamless user experience. When ServiceNow implementations fail to meet user expectations, adoption rates drop, and the platform’s value is diminished.
Common Reasons Why ServiceNow Implementations Fall Short
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Lack of User-Centric Design
If workflows and interfaces are not designed with end-users in mind, employees may find the platform cumbersome and difficult to navigate. -
Insufficient Training and Change Management
Users need proper training and support to fully adopt new systems. A lack of effective change management often leads to resistance and underutilisation. -
Over-Complicated or Rigid Workflows
ServiceNow should simplify business processes, not complicate them. Poorly designed workflows can frustrate users and reduce efficiency. -
Failure to Customise and Optimise
A one-size-fits-all approach rarely works. ServiceNow should be tailored to match business needs, ensuring a smooth and intuitive experience. -
Lack of Continuous Improvement
Implementations should not be treated as one-time projects. Regular feedback loops, system enhancements, and UX optimisations ensure a better experience over time.
How Velocity Consulting Can Help
Velocity Consulting ensures that ServiceNow implementations deliver an outstanding user experience. Our ServiceNow UX and Optimisation Services focus on user-friendly design, tailored configurations, and change management to enhance adoption and satisfaction. Contact us today to improve your ServiceNow experience.
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