The human element of digital transformation is a critical consideration when implementing ServiceNow or any other technology platform for that matter. Business Process Consulting plays a central role in managing this element by focusing on change management, user adoption, customization, process optimization, data and analytics, compliance, scalability, project management, and communication. By addressing these aspects, organizations can ensure a smoother and more successful transition to a digital future.
A ServiceNow Business Process Consultant (BPC) is a professional who specializes in leveraging the capabilities of the ServiceNow platform to optimize and enhance business processes within an organization. Over the years I have seen the importance of this role, the BPC, both by its presence and by its absence.
A good BPC will serve as an intermediary between the customer and the Technical Consultant and Technical Architect helping to channel information, objectives and requirements in both directions.
- All too often, the customer will want to accomplish too much in too short a time. Certainly, our technical resources can deliver on the requirements but too much change too fast can seriously impact a project. A BPC can help customers to see the entire implementation process instead of simply the end result. The BPC’s knowledge of both the business processes and the service-management processes can guide the customer to making better, more sustainable decisions. I have personally seen where just a bit of judicious persuasion and even gentle push back has saved more than one major implementation project. We will discuss this in more detail later, but good BPCs will have at least one foot in the Organizational Change Manager role, if not both.
- I have also seen the BPC’s influence come from the other direction. It is quite common to see a customer who wants to re-create the processes of the old tool on the new ServiceNow platform. This is quite understandable: why change what works or perhaps, the customer is unaware of different, even better ways to perform the tasks at hand. With a deep understanding of ServiceNow and its processes as well as a close working relationship with our deep technical resources, the BPC can show the customer new and innovative ways that ServiceNow provides to accomplish the original tasks plus introduce them to possibly new features and functionality not previously available through the old tool.
Here are some key points to consider when discussing the human element of digital transformation and the role of Business Process Consulting in the context of implementing ServiceNow.
| Topics | Consideration for Digital Transformation |
|---|---|
| Organizational Change Management (OCM) | Implementing ServiceNow often benefits from improvement to existing business processes and workflow to existing business processes and workflows. Business Process Consultants can help organizations manage these changes by facilitating communication, training, and providing support to employees as they adapt to new ways of working. (For more detail on OCM, look to the final section of this article.) |
| User Adoption | The success of any digital transformation project depends on user adoption. Business Process Consultants can work with organizations to ensure that employees are comfortable and efficient in using the ServiceNow platform. This may involve creating user-friendly interfaces, offering training sessions, and addressing user concerns. It will also depend heavily on OCM as discussed above. |
| Configuration | ServiceNow provides a range of tools and features that can be customized to fit an organization's specific needs. Business Process Consultants can help tailor the platform to align with the organization's unique processes and requirements. |
| Process Optimization | Business Process Consulting often involves reviewing and optimizing existing processes. ServiceNow can be used as a platform to automate and streamline these processes. Consultants can identify areas where automation can bring the most significant benefits and guide the organization in implementing these changes. |
| Data & Analytics | Digital transformation often results in an abundance of data. Business Process Consultants can help organizations make sense of this data by implementing analytics and reporting solutions within ServiceNow. This allows for better decision-making and process improvement. |
| Compliance and Governance | In regulated industries, compliance with industry standards and government regulations is crucial. Business Process Consultants can ensure that ServiceNow implementations adhere to these compliance requirements, mitigating potential risks |
| Scalability & Future Proofing | ServiceNow should be implemented with scalability in mind. Business Process Consultants can help organizations plan for future growth and changing needs by designing solutions that can adapt as the organization evolves. |
| Project Management | Digital transformation projects can be complex and multifaceted. Business Process Consultants can provide project management expertise to ensure that the implementation of ServiceNow stays on track, within budget, and aligns with the organization's goals. Again, it will be important to synchronize Project Management with OCM for best results. |
| Communication & Collaboration | ServiceNow can improve communication and collaboration within an organization. Business Process Consultants can help organizations maximize these benefits by creating efficient workflows and integrating with other collaboration tools. |
Digital transformation is a critical imperative for organizations in the modern business landscape. It involves leveraging technology to optimize and streamline business processes, improve customer experiences, and stay competitive. While technology plays a central role in this transformation, it is crucial not to overlook the human element. Business Process Consulting serves as the bridge between technology and people, ensuring that digital transformation initiatives are successful.
In this article on am going to drill down further on the human element of digital transformation through three key aspects:
- Discussing the impact of digital transformation on employees and stakeholders.
- How Business Process Consulting bridges the gap between technology and people.
- Strategies for fostering digital adoption and collaboration among teams.
Discussing the impact of digital transformation on employees and stakeholders
Digital transformation is fundamentally reshaping the way organizations operate, interact with customers, and manage their internal processes. Business Process Consulting, especially when using platforms like ServiceNow, plays a critical role in helping businesses adapt to this change and maximize the benefits of digital transformation. The impact of digital transformation on employees and stakeholders in the context of Business Process Consulting’s role in ServiceNow is a crucial aspect to consider. Digital transformation, which involves integrating digital technology into various aspects of an organization, including its business processes, can have profound effects on the human element within a company.
Let’s explore the impact of digital transformation on employees and stakeholders from the perspective of Business Process Consulting using ServiceNow.
| Impacts | How Digital Transformation Changes the Employees and Stakeholders Experience |
|---|---|
| Improved Efficiency & Productivity | • Employees: Digital transformation through ServiceNow often involves streamlining and automating various business processes. This leads to reduced manual tasks and paperwork, allowing employees to focus on more value-added activities. It can boost their job satisfaction and make work more engaging. • Stakeholders: Efficiency improvements can lead to cost savings and better resource utilization, which is attractive to stakeholders, especially shareholders and investors. |
| Enhanced Collaboration and Communication | • Employees: ServiceNow can improve communication and collaboration by providing a centralized platform for sharing information, managing projects, and accessing real-time data. Employees can work more cohesively, irrespective of their physical location. • Stakeholders: Effective collaboration often results in quicker decision-making and faster project execution, which is advantageous to stakeholders. |
| Better Customer Experience | • Employees: A more efficient customer service platform can lead to more satisfied customers. Employees who use ServiceNow can better assist customers by accessing a 360-degree view of customer information and resolving issues faster. • Stakeholders: A better customer experience can lead to increased customer loyalty, retention, and potentially higher revenues, all of which benefit stakeholders. |
| Enhanced Data Analytics | • Employees: The data collected and analyzed through platforms like ServiceNow can provide valuable insights. Employees can use this data to make informed decisions, optimize processes, and drive business improvements. • Stakeholders: Data-driven decision-making can be reassuring to stakeholders, as it demonstrates a commitment to using data for strategic advantages. |
| Scalability & Flexibility | • Employees: A well-implemented digital-transformation strategy allows organizations to scale operations quickly, adding more employees and resources as needed. This can lead to more opportunities for growth and career advancement. • Stakeholders: Scalability is attractive to investors as it suggests the potential for increased returns and business expansion. |
| Challenges & Resistance | • Employees: Digital transformation often comes with a learning curve and resistance to change. Employees may feel overwhelmed or worried about job security as automation and AI are integrated. Business Process Consulting can play a critical role in addressing these concerns through change management and training programs. OCM also provides critical tools to successfully overcome resistance and more efficiently and effectively metabolize the implementation. • Stakeholders: They may be concerned about the initial costs of implementing digital transformation and the potential for disruptions in operations during the transition period. Business Process Consulting can help manage these concerns by providing a clear ROI strategy and risk assessment. |
Digital transformation, when facilitated by Business Process Consulting with platforms like ServiceNow, has a profound impact on both employees and stakeholders. It can lead to increased efficiency, better collaboration, enhanced customer experiences, data-driven decision-making, scalability, and growth opportunities. However, it also brings challenges and resistance that need to be addressed through proper change management strategies. Ultimately, the successful implementation of digital transformation can result in increased stakeholder satisfaction and a competitive edge in the market.
How Business Process Consulting bridges the gap between technology and people
Digital transformation is a critical imperative for organizations in the modern business landscape. It involves leveraging technology to optimize and streamline business processes, improve customer experiences, and stay competitive. While technology plays a central role in this transformation, it is crucial not to overlook the human element. Business process consulting serves as the bridge between technology and people, ensuring that digital transformation initiatives are successful.
When it comes to platforms like ServiceNow, Business Process Consulting plays a crucial role in bridging the gap between technology and people. As a cloud-based platform, ServiceNow offers a wide range of services and tools for IT service management, as well as broader business process automation.
| Areas of Concern | How Business Process Consultant Help to Bridge These Gaps |
|---|---|
| Aligning Technology with Business Goals | Business Process Consultants work closely with organizations to understand their business goals and objectives. They help identify how ServiceNow can be tailored to align with these goals. This ensures that technology investments are strategically placed to support the company's overall mission. |
| Process Analysis and Optimization | Business Process Consultants analyze current workflows and processes within an organization. They help identify inefficiencies, redundancies, and bottlenecks. By leveraging ServiceNow's workflow automation capabilities, consultants can recommend and implement process improvements that make better use of technology to enhance productivity and efficiency. |
| Tailoring & Configuration | Because ServiceNow is such a highly configurable platform, Business Process Consultants assist in customizing ServiceNow to match an organization's specific requirements. While we at Beyond20 usually recommend starting as close to the out-of-the-box (OOTB) configuration as possible, this can involve configuring ServiceNow's modules, creating custom applications, and building integrations with other systems to ensure it meets the unique needs of the business. |
| Data & Analytics | ServiceNow provides data analytics capabilities, and Business Process Consultants help organizations leverage these features. They assist in defining KPIs, setting up reporting and dashboards, and interpreting the data to make informed decisions and continually optimize processes. |
| Governance & Compliance | Business Process Consultants ensure that the use of ServiceNow complies with industry regulations and internal governance standards. They can set up controls and processes that maintain data security, compliance, and auditability. |
| Integration with Existing Systems | Many organizations have a variety of legacy systems in place. Business Process Consultants help integrate ServiceNow with these existing systems, ensuring that data flows seamlessly between them. This integration enhances overall process efficiency and data accuracy. |
| Continuous Improvement | Business Process Consulting is not a one-time endeavor. It involves ongoing evaluation and improvement. Business Process Consultants work with organizations to adapt to changing business needs and emerging technologies, ensuring that ServiceNow remains an asset and evolves as the business evolves. |
Business Process Consulting is essential in the context of ServiceNow as it helps organizations harness the full potential of the platform. It ensures that ServiceNow is not just a technological solution but a strategic enabler of business success, connecting technology with people, processes, and objectives.
Organizational Change Management strategies for BPCs to foster digital adoption and collaboration among teams
Fostering digital adoption and collaboration among teams is essential in today’s business landscape, and the Business Process Consulting role in ServiceNow can play a crucial part in facilitating this transformation. One of the most significant challenges in implementing new technology is ensuring that users adopt it effectively. Your Business Process Consultant stepping into the Organization Change Management (OCM) sphere for at least some of your engagement is essential.
OCM is a structured approach to transitioning individuals, teams, and organizations from their current state to a desired future state. It involves the application of processes, tools, and techniques to manage the human aspects of change effectively. The primary goal of organizational change management is to ensure that changes are implemented smoothly, minimizing resistance and maximizing employee adoption and engagement.
Business Process Consultants play a crucial role teaming with OCM by training users, creating user-friendly interfaces, and establishing processes for ongoing support. They make the transition to ServiceNow as smooth as possible, minimizing disruption and resistance. Here are some OCM strategies for Business Process Consultants to include in their toolbox:
| Activities | How BPCs Use OCM for Digital Adoption and Collaboration |
|---|---|
| Assess Current State | Start by conducting a comprehensive assessment of the current digital tools and collaboration practices within the organization. Identify pain points and areas where improvement is needed. For those familiar with ITIL 4, this is a great example of the Guiding Principle Start Where You Are. |
| Define Clear Objectives | Clearly define the objectives and benefits of digital adoption and collaboration for the organization. Make sure these objectives are aligned with the overall business strategy. |
| Executive Sponsorship | Gain support from top-level executives who can champion the digital adoption initiative. This support can help secure the necessary resources and encourage buy-in from teams. |
| User-Centered Approach | Understand the needs and preferences of the end users. Involve them in the decision-making process to select the right tools and design efficient processes. |
| ServiceNow Integration | Leverage ServiceNow's capabilities for workflow automation, service management, and collaboration. Ensure that ServiceNow is integrated with other critical systems and tools in use across the organization. |
| Training & Education | Provide comprehensive training programs to empower employees with the skills and knowledge to use digital tools effectively. ServiceNow offers training resources that can be utilized. |
| Cross-Functional Teams | Encourage cross-functional collaboration by creating teams that consist of members from various departments. This helps break down silos and fosters innovation. |
| Adoption KPIs and Metrics | Establish key performance indicators (KPIs) to measure the success of digital adoption and collaboration efforts. ServiceNow's reporting and analytics features can assist in tracking these metrics. |
| Feedback Mechanisms | Create feedback loops to gather input from teams and end-users on the effectiveness of the digital tools and processes. Use this feedback to make continuous improvements. |
| Governance & Policies | Develop clear governance and policies around data security, access control, and acceptable use of digital tools. ServiceNow's Governance, Risk, and Compliance (GRC) module can be valuable here. |
| Community and Knowledge Sharing | Establish a digital platform for employees to share best practices, knowledge, and collaborate on common issues. ServiceNow's Knowledge Management module can be utilized for this purpose. |
| Pilot Programs | Begin with small-scale pilot programs to test new digital tools and collaboration practices. Use the feedback from these pilots to refine the implementation strategy. |
| Scalability | Ensure that the chosen digital tools and processes can scale as the organization grows. ServiceNow is known for its scalability, but it is important to plan for future expansion. |
| Continuous Improvement | Foster a culture of continuous improvement, where teams are encouraged to regularly assess and optimize their digital adoption and collaboration processes. |
| Compliance & Security | Ensure that the digital tools and processes comply with relevant regulations and industry standards. Utilize ServiceNow's security and compliance features to maintain data integrity. |
| Communication | Maintain open and transparent communication channels to keep teams informed about changes and updates related to digital adoption and collaboration initiatives. |
ServiceNow, as a digital transformation platform, can greatly enhance an organization’s operations, but its success depends on how well it is adopted and integrated into the daily workflows of the teams. Business Process Consulting plays a pivotal role in aligning the technology with the human element and ensuring a successful transition. By following these strategies and leveraging the capabilities of ServiceNow, Business Process Consulting can play a significant role in driving digital adoption and collaboration, ultimately improving efficiency, productivity, and the overall performance of the organization.
Conclusion
I would like to close with the idea that the human element of digital transformation in the context of Business Process Consulting’s role in ServiceNow is multifaceted. It involves addressing the needs, concerns, and expectations of employees and stakeholders to ensure a successful and smooth transition to a more digitally enabled organization. Effective OCM, training, and a focus on inclusivity and security are critical aspects of this process.