Digital transformation isn’t just about rolling out new apps and
services. It takes skilled employees to put these new processes and
platforms into practice. Companies must ensure these people have the
right skills for the job. In turn, that means securing buy-in at all
levels of the organization.
Buy-in at all levels
At this year’s Knowledge conference, I
had some interesting discussions with executives from the financial
services sector who detailed their experiences with implementing
ServiceNow inside their organisations. These executives emphasised how
important it is to get upper management buy-in when rolling out new
platform initiatives. It’s equally important to obtain buy-in from
stakeholders who will come into contact with new technologies on a
We need management on board, but we don’t want too many managers
sitting around the software development workshop when they don’t need
to be there. We want to be talking to the people who actually push the
buttons, especially in highly regulated environments like banking.
Creating internal change agents
organisations do things in a particular way that’s how things have
always been done. This mindset is especially prevalent in highly
structured environments like banking.
Traditionally, organizations spend a lot of time trying to change
peoples’ minds and work them round to new ways of thinking. A better
way is to create “champion calls” where employees are encouraged to
dial in, get informed and become change agents who convince their
peers to work differently.
Transparency as an enabler
In financial services, we
recently did a substantial implementation involving the ServiceNow ITSM solution and our employee experience platform. Implementing these
two solutions involved two different sets of stakeholders and users in
the business. They were architected by two different implementation
partners, so it was especially challenging to bring them online in
parallel. These kinds of deployment challenges often occur, and they
do certainly highlight the importance of transparency.
One speaker at a Knowledge 19 session noted that the further you get
into an implementation project, the more you need to involve employees
who will be responsible for keeping the lights on during the normal
course of operations. If you are transparent with these people, they
will be more likely to support the new process when it becomes
business as usual.
Roadmap pipeline awareness
A key ServiceNow banking
customer is currently moving to the Now Platform Madrid Release and
plans to move on to the New York release thereafter. With such a clear
path to upgrade and progression, this business wants to make sure
users know what functionality is on the roadmap so they don’t try to
create tools and functions that are already in the plan
Our customers know they must continually upgrade their skillsets.
That means running a program of information and knowledge exchange
throughout the business.
I’d like to thank all the financial services, banking and related
business specialists who came together at ServiceNow Knowledge 2019 to
discuss the challenges that teams face when upskilling people to drive
digital transformation. It was a pleasure to analyse and break down
this compelling subject with them in Las Vegas.