In this blog, we spoke about the signs that could tell you you’re in need of a new ServiceNow instance and its related benefits. We briefly discussed the migration approaches (de-customization or a new instance), and explained that a new instance has proven to add the most value. Now, let’s talk you through the process of how we would migrate an organization to a new ServiceNow instance.
We always break a transition down into these three elements: People, Process & Technology (PPT). This is based on a framework with the same name that has been around since the 1960s.
Why use this particular framework? It provides us with a complete view of the transitional scope. When you leave one of the three elements out, the transition (aka change) will not be a success.
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From the get-go, we fire up the new instance and connect it to your current instance.
In doing so, we make sure all data stays in sync between the two instances and the out-of-the-box processes are agreed upon with the process owners.
And no, this is not difficult or too time-consuming. Mostly thanks to our Connector4U app.
When we migrate users, we always do this in waves, starting with a small fulfiller group.
We NEVER start with first-line support or end-users! We take a 2nd or 3rd line fulfiller group instead, because when it does go wrong, the impact is limited.
Before the migration, we make sure all work a fulfiller does can be done from the new instance. This will stimulate adoption of the new process in the new instance.
Once we’ve done the first fulfiller group, we take the lessons learned with us to the next group, and the next. We grow the migration groups in size with each wave that passes.
After we’ve migrated all fulfillers, we move any integrations between ServiceNow and suppliers and partners over to the new instance.
The go-live of the new service portal marks the migration of the last user group: the end users (customer of client or internal customers).
Why wait till the end? In essence, ServiceNow is a supporting function. It should never lead to people not being able to do their work. By waiting till the end, we can ensure no disruptions will take place for this group.
Once the transition is complete, we retire your old ServiceNow instance. Sometimes, for compliancy reasons or HR regulations, it needs to stay open.
In that case, we advise to heavily restrict access to ensure adoption of the new instance.
When you implement ServiceNow out-of-the-box like we do, the Processes and Technology (data) are relatively set.
That means that the most effort needs to be put in adoption (aka People Management) of the new system.
With fulfiller onboarding requiring communication, training and stakeholder management to ensure a smooth adoption, here are a few words of advice from us:
A nice example from a large oil and gas company, who—after migrating to a new instance—wanted to stick to out-of-the-box no matter what.
To achieve this, Senior Management set up a large approval structure that prevented customizations to ServiceNow, up to the point where each customization had to be approved by the board. If that isn’t 1000% buy-in 😉
In step 5 of the transition, we publish the new service portal. This portal is key for the success of the transition, and so, here are some portal best practices:
A quick summary of the benefits of our approach to replacing a ServiceNow instance with a new one:
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