Top 9 ServiceNow implementation challenges

Over 7,700 companies use ServiceNow to drive digital transformation by automating operations, unifying the employee experience and strengthening IT Service Management (ITSM). When implemented correctly, it is a platform that truly transforms your organisation.

However, ServiceNow implementation requires more effort than simply switching on the platform. Without a holistic strategy that considers your company’s specific requirements, you will likely struggle to see the platform’s full value. Before starting your implementation, you must understand potential challenges and build a plan for strategically navigating them.

When consulting our clients on their ServiceNow implementations, I’ve seen the following challenges many times across businesses of varying sizes and industries. Are you experiencing these challenges with your ServiceNow implementation?

Customisation complexity

ServiceNow comes with various customisation capabilities, and as a result, it becomes easy to overcomplicate these and create unnecessary customisations. These can become costly to implement and then maintain in the long run.

For example, if you have deep and extensive customisations extending beyond the out-of-the-box configurations, you might see more challenges in maintaining the platform as your business grows. Complex customisations also pose challenges to upgradeability. With each new update or version of ServiceNow, you may need to reassess custom elements to ensure they function as expected.

Data migration and integration

Integrating ServiceNow with your existing IT ecosystem creates another implementation challenge because legacy systems may not align with ServiceNow's modern architecture. Outdated processes might not suit your ServiceNow implementation, so you must reconsider and modernise these processes. If you leverage outdated processes as they are, you might experience issues with data flow, meaning that silos will prevent your team from accessing all business data.

ServiceNow may struggle to integrate fully with all your legacy systems. This lack of integration can create workflow bottlenecks and hinder your ability to automate processes across every department. These challenges in achieving full integration with legacy systems might increase implementation costs and project timelines, requiring specialised expertise or custom solutions.

User adoption and change management

ServiceNow implementation requires a significant shift in existing processes and workflows. You're not just adopting new technology but changing how teams work, interact with data, and communicate. The platform may automate tasks, alter procedures or reassign responsibilities, which disrupts established work patterns and could cause some users to resist the change. This occurs because people become used to their current systems and may not appreciate a disruption to their routine.

Overcoming resistance requires an effective change management strategy, including training to promote user adoption. Communicating clearly about the benefits of ServiceNow, the rationale behind the change, and the long-term business goals will inspire people to embrace the transition.

Performance and scalability

Your ServiceNow deployment must be capable of managing increasing loads as your business grows. For example, the platform should maintain functionality as your user base, data volume, and processes increase. Failure to plan for scalability can lead to performance bottlenecks that hinder operations and user experience.

You will also need to ensure ServiceNow maintains performance. Slow response times or frequent system outages will erode user confidence and disrupt business processes.

Training and skill development

Your organisation may struggle to realise the full potential of ServiceNow if your end-users and administrators do not have a thorough understanding of the platform. Even the most sophisticated and customised ServiceNow implementations can fall short of expectations without sufficient training. Training enables users to navigate the system confidently and efficiently.

Training for end-users should focus on how to use ServiceNow in their day-to-day tasks. It is not enough to simply deliver training that covers the basics of the platform; you need to give people an understanding of using ServiceNow in their specific roles. Providing ongoing training to keep up with new features and updates will also ensure your team uses the platform to its full potential.

Upgrades and maintenance

ServiceNow regularly releases updates and new versions to enhance functionality, address bugs, and improve security. These upgrades allow your organisation to leverage the latest advancements, driving efficiency and optimising service delivery. However, they also create the challenge of implementing upgrades smoothly without disrupting operations.

Upgrades can become particularly challenging for organisations with heavily customised ServiceNow deployments. Given the significant alterations made to the platform, each new update runs the risk of breaking customised functionalities. Your organisation must then carefully plan and test upgrades to ensure customisations continue functioning.

Integration with third-party tools

You can enhance ServiceNow's effectiveness by integrating it with third-party tools used in your organisation. However, third-party integration can create challenges like disparate data formats, communication protocols, and varying security requirements. As you broaden the ecosystem of integrated tools, the complexity of your ServiceNow deployment increases significantly.

Each integration point adds a new layer of complexity to your ServiceNow deployment. This complexity manifests in several ways: increased data flow paths, additional transformation processes, and potential failure points. With each integration, you also expand the number of possible data incompatibilities and security vulnerabilities.

Resource constraints

ServiceNow deployment projects require a considerable commitment of resources, both financial and human. The complexity of ServiceNow implementation demands skilled technicians and considerable time commitments. If your organisation does not have the right expertise, you may experience challenges with implementing ServiceNow.

Insufficient resources can significantly impact the timeline of a ServiceNow deployment project. With too few hands on deck or limited budget allocation, the process may take longer than anticipated. Resource constraints can also compromise the quality of the implementation process. An inadequately resourced project may be prone to shortcuts or quick fixes that could impact the system's performance, stability, or security in the long term.

Lack of expertise

ServiceNow is a specialised platform requiring a blend of expertise in deployment and administration. Implementation requires a deep understanding of the specific modules, configuration processes, and customisation options. The challenge is not just finding or training staff with these skills but ensuring that the implementation aligns with best practices, avoids inefficiencies, and integrates effectively with other systems.

Successful ServiceNow implementation requires insight into the organisation’s needs and strategy. If your ServiceNow deployment does not align with the business’ objectives, it might not meet your team's needs, and you will struggle to see the long-term benefits. For this reason, it is ideal to work with a ServiceNow consultant who can guide the implementation process and advise the strategy to ensure it meets your business’ needs.

Conclusion

From automating workflows to enhancing employee experience and consolidating data, ServiceNow promises a robust platform for growth. But, without a holistic strategy for addressing the challenges mentioned above, your organisation may struggle to realise the platform’s full advantages.

Successful implementation goes deeper than simply getting the technicalities right. ServiceNow must be configured to meet your organisation’s unique needs and long-term vision. Additionally, your team must be on board with the changes, and you will need a change management strategy to get the most from your investment.

ND&Co can support your ServiceNow implementation

We have deep expertise in ServiceNow implementation, design and support. We have worked with organisations of various sizes – from SMEs, large corporations, and government agencies. Our experienced team of engineers, developers, project managers, and business analysts can handle projects of any scale and tailor ServiceNow to meet your unique needs. Please contact us for more information.