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Post By Admin Last Updated At 2023-07-28
ServiceNow Implementation Challenges - What they are ? How one should solve it?

Through the use of an AI-powered workflow engine, ServiceNow streamlines work. Workflows are used to give IT, employee, and customer solutions. Additionally, you can create your own enterprise processes using the Now Platform. However, deploying ServiceNow can be difficult, especially for businesses that are new to the platform or who require additional IT know-how.

Making sure the platform is set up to match the organization's unique demands is one of the main hurdles of ServiceNow installation. This entails comprehending the business processes and workflows of the organization and adapting ServiceNow to automate and streamline these activities. For firms that need to connect old systems with ServiceNow or have complicated IT environments, this can be a time-consuming and difficult procedure.

Making sure the platform is correctly integrated with the organization's IT systems and applications is another issue of the ServiceNow installation. This entails locating and fixing compatibility problems and making sure data is transported between systems without any interruptions. Organizations with extensive and varied IT infrastructures may find it particularly difficult to connect ServiceNow with all of their various systems and programs.

Want to learn ServiceNow from the basics? Enroll today for ServiceNow Online Training

The platform's correct integration with the company's IT systems and applications presents another barrier in the ServiceNow deployment process. In order to do this, compatibility problems must be found and fixed, and data must be moved between systems without interruption. As companies may need to integrate ServiceNow with numerous systems and apps, this can be especially difficult for businesses with extensive and diverse IT infrastructures.

ServiceNow Implementation Challenges:

The following list summarizes the nine typical implementation challenges for ServiceNow:

To avoid typical errors when implementing an IT service management (ITSM) solution, let's talk about some of the most popular ServiceNow deployment and adoption tactics employed by digital centers of excellence (DCoE). Organizations can better prepare and plan for a successful ServiceNow rollout by being aware of these overlooked stages. Here are the nine typical issues encountered when using ServiceNow:

  • Internal Requests
  • Over Customization
  • Complicated Workflows and Outdated Processes
  • Lack of Expertise
  • Generic Training
  • Resistance to Change
  • Implementation costs
  • Limited Integration Options
  • Periodic Maintenance

1. Internal Requests:

Other departments seek the adoption of ServiceNow when you do so for one of the modules in a department. Implementation will be delayed if each department requires a tailored solution. The fundamental goal of ServiceNow is to keep information flowing smoothly across the teams.

If organizations start granting these requests and deviate from their goal, chaos results and the entire implementation process is negatively impacted.

Solution: Maintain a constant flow of communication between the teams, and investigate low-code overlay applications to hasten software change management.

2. Over Customization:

Excessive customization might make it difficult and expensive to maintain your ServiceNow system. Expanding ServiceNow to new organizational units or departments may be difficult due to customizations. Additionally, you have to make sure your custom code is compatible with the new version, which adds time and labor to updating your system. Consumers are irritated by non-personalized material in 42% of cases.

Solution: Set a higher priority on features that support business OKRs and digital transformation objectives that have an impact on revenue and crucial business processes.

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3. Complicated Workflows & Outdated Processes:

It will be more difficult for you to implement an ITSM solution like ServiceNow the more sophisticated your workflows are. Complex workflows require assistance from users to complete and comprehend; designing them in your software system is as difficult. ServiceNow is made to make your operations more efficient, but you won't see any results unless you set up straightforward procedures. Additionally, you must incorporate all pertinent data points into your processes and keep them updated.  

The data flow between the teams could be delayed by improper integration. Due to data silos, if one system is not connected with another, we risk losing some important information. In order to integrate their apps and execute process automation, 94% of corporate company leaders would rather use a single platform than rely on many ones.

Solution: ServiceNow shouldn't be designed to support old, inefficient processes. Use it to develop and enhance, even if it necessitates altering business procedures. For data-driven process optimization solutions, monitor and track processes after deployment.

Want to overcome the ServiceNow Implementation Challenges? Enroll today for ServiceNow Online Course

4. Lack of Expertise:

There are numerous featured solutions offered by ServiceNow for every IT, employee, and customer workflow. Better execution could result from having the knowledge and abilities to accommodate those features. Due to limitations placed on an organization's activity, its resources may be constrained. Companies should budget money for training or outside consultants in addition to the platform investment to ensure a successful implementation that doesn't interfere with ongoing work.

Solution: Set aside funds for training to guarantee successful implementation.

5. Generic Training:

It's possible that generic ServiceNow training won't be customized for your company's operations. Companies frequently make the error of teaching employees how to use the software, when it would be more preferable to train the proper team on how to take advantage of it. Make sure your training is appropriate for the platform they will utilize. Employee engagement is positively impacted by well-planned employee training programs, according to 92% of workers.

Solution: Teams can be prepared with individualized in-person and in-app training that is catered to their job position and business use cases to use the software to its full potential. Reduce digital friction by providing helpful, self-paced instruction.

6. Resistance to Change:

Businesses are transformed by ServiceNow, but users may be averse to change because they are accustomed to using outdated procedures. Although an organization might profit greatly from using ServiceNow, it can be difficult to encourage staff members to use the new system. There are a number of causes for this resistance to change.

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First, staff members may feel at ease using their current system and that ServiceNow would cause an unneeded disturbance to their daily routine. Additionally, staff members could be resistant to learn new procedures or systems out of fear about their proficiency with the new platform.

  • The implementation transforms how a company conducts business.
  • The enhancements it makes to the IT experience, the automation it gives to HR, and the speeding up of security, among others
  • However, the users are hesitant to alter. The majority of us are incapable of adjusting to that much change so quickly.

Solution: Before implementation, establish a digital adoption center of excellence (CoE) with participation from all stakeholders to assess and address organizational culture. After installation, a change management CoE may also be of assistance.

7. Implementation costs:

The price of ServiceNow's implementation is one of its main obstacles. ServiceNow is a complicated platform that necessitates a substantial investment of time, money, and personnel. For organizations to successfully utilize this platform, highly qualified professionals are required. Because of this, ServiceNow's implementation costs might provide a serious obstacle for many enterprises.

Solution: Purchase through a partner that offers consulting and the implementation of software add-ons with a good return on investment and tested payback times.

8. Limited Integration Options:

The restricted integration possibilities for ServiceNow may be another difficulty for businesses. Although ServiceNow enables connection with other tools and platforms, it might only do so with part of the ones a company uses. Organizations that significantly rely on other technologies and platforms may suffer as a result.

Solution: Utilize all the software's features and capabilities to the fullest extent by seeking for cloud-based application overlays that can support your digital transformation objectives without requiring immersive integrations.

Want to know the Integration Option with ServiceNow, Enroll today for ServiceNow Training

9. Periodic Maintenance:

ServiceNow is a platform that can be easily customized but needs ongoing upkeep. Organizations are responsible for maintaining their ServiceNow instance and making sure the platform functions properly. Organizations who need more resources or technical know-how to consistently maintain the platform may find this challenging.

Solution: To properly maintain the program, look for software administration expertise both inside and outside of your company. A CoE is useful in this situation.

A strong platform like ServiceNow can assist businesses in streamlining their ITSM and operational procedures. However, it has its own set of drawbacks, including high implementation costs, a lack of flexible integration choices, and ongoing maintenance obligations. Before integrating ServiceNow into their operations, businesses should consider the advantages and disadvantages of doing so.

Importance of overcoming ServiceNow adoption challenges: 

Organizations must address any implementation-related issues if they want to fully benefit from the robust ServiceNow platform. Implementation might result in low acceptance rates, disgruntled workers, and resource waste. However, by properly planning, eliminating pointless adaptations, and working with seasoned ServiceNow suppliers, businesses can raise their chances of success.

Organizations can use Apty and other digital adoption platforms to increase adoption rates and overall productivity. When using ServiceNow, employees can get individualized support and coaching from Apty. This not only lowers employee unhappiness but also improves productivity and returns on investment.

By successfully integrating ServiceNow, firms may increase productivity, cut costs, and make smarter decisions, giving them a competitive advantage in rapidly and effectively satisfying client needs. Organizations can utilize ServiceNow's potential and achieve better business outcomes with careful planning, cooperation, and the usage of powerful digital solutions like Apty.


I hope that by the time you read this blog post's conclusion, you know enough about ServiceNow Implementation Challenges.  The ServiceNow Course offers the greatest hands-on instruction on the topic. You can become a qualified professional with the help of this training program provided by OnlineITGuru.  Call our support team right away to sign up for a free demo session.