Do you know the most common reason behind failure of transformation initiatives? It’s not the substandard tech solution or a lack of talent. Poor adoption is often why they fail. If employees, the real end-users, fall back into old ways of working after a transformation initiative, there is effectively no business value created. They seem reluctant to accept changes in how things work. This calls for reconsidering the entire approach to drive adoption and manage change.
"Organizations are communities of human beings, not collections of human resources."
Henry Mintzberg, Author on Business and Management
Traditionally, organizations foster change from the top, dictating how things will work to the organization. But treating employees as yet another resource no longer works in the age of the customer. If you expect your employees to gain interest in the new procedures, you must involve them in the process. Every employee is a change agent. By tapping into employees’ combined capabilities, you can capture full value from your transformation initiatives.
And when your initiative is a service delivery model with ServiceNow, your organization needs to reorient to a service mindset and embrace change. You must leverage the community of human beings that your organization truly is, actively lead and plan adoption to drive organizational change at scale successfully.
Following are four indispensable components to overcome employee reluctance in accepting a services mindset in an organization:
This blog will help you explore these four components to drive organizational adoption and continuous change management for ServiceNow.
For better adoption and engagement, you have to ensure that you implement what your employees actually need. Work with the end users to understand their service consumption point of view, and configure your service delivery model in a way they need.
This way, you’ve ensured that the service experience aligns with your user’s expectations and needs. Moreover, this enables you to continually track how successful the implementation has been in meeting those needs.
Here is how you can define and optimize service experience:
Even if your ServiceNow implementation is addressing the right user needs, your employees might not adopt if they don’t feel confident. This confidence can only come with proper training and skill development. Training shouldn’t be thought of as an immediate solution as that can leave your employees with pockets of knowledge that are static. Your organization must invest in holistic training.
According to ServiceNow, a robust training program should use certifications to help employees keep abreast of ServiceNow innovation. Further, the program should encourage employees to go beyond technical and process competencies taking a services view of value delivery.
With user-centered design and effective training, you have ensured that employees have both the desire and confidence for using ServiceNow. However, the entire organization goes through a lot of change as it implements a service management mindset. And this change can’t happen from the top down.
As you transition to a services-led organization, it’s imperative that all groups of employees engage at all levels to understand the changes that are happening, particularly to their parts of the organization. Even while recognizing which teams are going to be influenced the most, you must prepare for the change in your entire organization.
With an effective change management plan in place, your employees should know what to expect. In reality, what’s communicated to employees is often limited, based on their role, as organizations operate in silos. This top-down way of communication isn’t effective enough in giving a holistic understanding of how to work in the new services model.
If you enable some employees to become adoption champions from different impacted groups, you can propagate the new services mindset easily. These adoption champions will help you share best practices, and replicate success stories. Using their connections inside and outside the organization, they will help their groups to resolve issues during change.
In the explored action plans for the four components, you use small nudges instead of pushes to drive adoption. No change can bring efficiency if it’s just pushed from the top. With nudges from employees to employees such as those from adoption champions, the community of your employees acts as a catalyst for your services-led transformation initiative, and the likelihood of you meeting your business objectives increases 6 fold.
As a ServiceNow Elite Partner, INRY works closely with organizations to help them not only implement but also adopt the services mindset. We take the time to understand your organization’s workflows and the needs of your employees. Leveraging our experience with some of the industry leaders, we choose the most efficient route to drive adoption to create immediate business value in your organization.
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