Helping other departments find value in ServiceNow can seem challenging in a healthcare organization, but it’s all about understanding, connecting, and empowering. ServiceNow often starts by improving IT Service Management (ITSM) processes, making IT services more efficient and reliable. Once ITSM is optimized, the platform can expand into Enterprise Service Management (ESM), bringing similar efficiencies to other departments like HR, finance, facilities, legal, and customer service.
Here are three key steps to make this process easier and more effective.
Investigate
The first step is to get to know your key stakeholders. These are the people who have the most to gain from your work with ESM.
- Identify Goals and Needs: Find out their main goals, motivations, and most pressing needs.
- Be Curious: Don’t assume you know what they need. Instead, practice active listening. Ask questions rather than giving advice or solutions right away.
- Show Empathy: Approach with a service mindset. You might say, “Help me understand your team’s day-to-day life and what would make your jobs easier. I’d love to help if I can!”
Captivate
Once you understand your stakeholders’ needs, it’s time to tell a compelling story that shows them how ESM can help.
- Define Objectives: Clearly state what problems you’re solving and confirm these with your stakeholders.
- Measure and Compare: Look at key metrics about the current state and compare them with benchmarks. Show how your solutions can save time, reduce costs, increase revenue, or avoid risks.
- Demonstrate Potential: Paint a picture of the improvements. Use storytelling to make your case. Share ESM case studies, stories, testimonials, and your data to show these changes’ positive impact.
Empower
After making your business case for ESM, empowering your stakeholders to feel ownership in the success is important.
- Engage Stakeholders: Involve them in the decision-making process and let them share their own stories. Establishing a cross-functional governance committee and process is strongly recommended.
- Communicate: Keep the lines of communication open. Set realistic expectations about the time, effort, cost, and risks involved. Always seek to understand and address any concerns they may have.
- Mitigate Risks: Help them spot and deal with potential risks early on. Common risks include team capacity issues and resistance to change.
You can help other departments find value in ServiceNow by investigating, captivating, and empowering. It’s about more than just implementing a new system; it’s about creating lasting improvements that improve patient care. This approach fosters a culture of collaboration and continuous improvement, ensuring that the benefits of ServiceNow are felt across the entire organization. When each department understands and embraces the platform’s value, the organization becomes more efficient, innovative, and aligned toward common goals. This enhances productivity and boosts morale, as everyone sees the tangible benefits of working together with a powerful tool like ServiceNow.
Want to learn more about how ESM and ServiceNow can make your organization more efficient? Click here to learn more about our ServiceNow services.
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