So the first part of our Platform Review Process focuses on the WHY
Next we will encourage you to look at HOW - how you are expecting to achieve your stated goals and objectives
Then we look at WHO is using the platform (including why and how they are doing so)
We will then focus on WHAT users are doing on the platform and WHEN
Many customers leave this thinking to the end or sometimes only when the first implementation is well underway, or even when they are about to 'Go Live'. This is far too late - and often the problem has already arisen before they attempt to fix it. That is, they start turning 'customers' away!
In any other scenario this would be deemed wholly unacceptable - to turn away your customers, some existing and other prospective new ones. Yet due to a lack of foresight, planning and investment, too many organisations leave their customers feeling let down and angry over the lack of support, once the platform is in daily operation.
Any good partner should advise you about your needs, considerations and options even before they have sold you the software.
However, many customers we have spoken to didn't actually realise the extent of the platform they were buying in to. For some reason they had only ever envisaged ServiceNow as an 'IT ticketing tool' - which in our view is very short-sighted, though perhaps the fruit of a poor sales process.
However, building the right business-as-usual (BAU) governance & support model for you is fundamental to the success of your business outcomes. Whether you use a partner or do it yourself; whether you outsource the whole application development & maintenance or just some aspects etc. are all crucial decisions you will have to make.